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HOSPITALITY WORKSHOP
PARTICIPANT’S GUIDE
HOSPITALITY WORKSHOP
May 2015 2
WORKSHOP OBJECTIVES
After completing this workshop, Managers will be able to:
Understand the Difference Between Service And
Hospitality
Learn Tips for How to Handle Guest Complaints More
Smoothly
Understand Why Hospitality Is So Important To Our
Business
Know the Proper Steps to Handling A Yoshinoya Guest
Complaint
HOSPITALITY WORKSHOP
May 2015 3
WHAT IS HOSPITALITY?
Hospitality is… Going beyond the basics by creating a
pleasant experience for our guests with small gestures like:
A sincere greeting, a friendly smile
Remembering names and orders
Paying close attention to details
Acknowledging guests promptly
Making small talk while guests wait
Saying a pleasant goodbye when they leave
Reading their faces, and their moods
Always making guests feel comfortable, welcome, and
important.
SERVICE is the act of filling needs, wants and desires of the
guest. We provide the act of serving a meal to the guest
when they order a meal.
HOSPITALITY WORKSHOP
May 2015 4
ARE YOU A GOOD HOST? When you have a party/guests over to your house…
As a good host, I:
Yes
No
Open the door for them when they arrive, or when I am near.
Always greet my guests with a genuine smile.
Introduce myself if I don’t know their name.
Always ask my guests how I can help when they look unhappy.
Always sincerely apologize when there is a problem.
Always offer my assistance when needed.
Always believe my guests when they say something is wrong.
Always listen until my guest is completely finished speaking
before I speak.
Never get upset when my guests have a complaint.
Do whatever I can to solve the problem when/if one arises.
Always make sure every guest is 100% happy.
Always thank them for being my guest
HOSPITALITY WORKSHOP
May 2015 5
HOW TO SHOW GUESTS THEY ARE
IMPORTANT
Make eye contact when guests walk into the
restaurant
Greet every guest with a genuine smile
Greet every guest with a friendly greeting
“Hi, how are you today” or “Good to see you
again”
Work with a sense of urgency
Stop the task you are performing and make taking
care of the guest your priority
At Yoshinoya we believe guest service and hospitality is
always our top priority, everyone is responsible for guest
satisfaction. Guests always come first and serving our
guests is more important than a task.
HOSPITALITY WORKSHOP
May 2015 6
GUEST SERVICE IS ALWAYS THE TOP
PRIORITY
While it is important to complete the other duties to keep your store
operating smoothly, your most important responsibility is always
serving our guests. Guests should never feel as if they are waiting
for you to complete something else before you serve them. Guests
need to know and feel like they are #1.
TASKS GUEST FOCUSED Counting Cash
Cleaning Duties
Stocking Cups/Lids
Prepping Chicken
Prepping Cabbage
Filtering the Fryer
Collecting Trays
Mopping
Refilling Soy Sauce
Separating Chicken
Taking Out the Trash
HOSPITALITY WORKSHOP
May 2015 7
If you are doing something else, stop at once and serve
the guest or immediately smile, look directly at the
guest and say,
“I’ll be right with you,”and help them as soon as
possible.
The guest should feel as if you are stopping as soon as you
can to serve them. If they feel they are being made to wait,
you haven’t stopped soon enough.
It’s up to each of us to make GREAT service happen! The
purpose of providing EXCELLENT service is to
convince guests to come back again and again! Your entire team needs to understand
that guests are the top priority.
IMPORTANT TO REMEMBER:
If an employee stops a task to wait on a guest and does not complete the task as planned, do not discipline the employee
for not completing the task. Instead, thank the employee for focusing on GREAT service
over tasks.
How to show guests
they are important:
HOSPITALITY WORKSHOP
May 2015 8
Here are some examples that show guests they are important.
Provide undivided attention
Don’t be distracted when dealing with guests
Be aware of their needs. Notice if they seem impatient or
need something; ask if you can help
Thank every guest, every time
Get to know the names of the “regular” guests and what
they usually order
Open doors for the guest
Bring food to the table as often as possible
Pick up empty trays on every visit to the dining area
Empower ALL Crew Members to find a way to make it right
for the guest
What are some additional ways to show guests they are our Top Priority?
HOSPITALITY WORKSHOP
May 2015 9
DEALING WITH GUEST COMPLAINTS
No matter how hard you try to provide GREAT Guest service, there will be times when a
guest has a question, concern or complaint. Look at every situation as an opportunity to
impress your guest. Turn a “negative” situation into a “positive” situation by observing the
following steps.
YOSHINOYA Steps to Handling a Guest Complaint = B-L-A-S-T
B. = BELIEVE -“Yes. I understand. Please allow
me to fix this for you.” L. = LISTEN – “I can see you are very upset” A. = APOLOGIZE – “I am so sorry you had
that experience.” S. = SOLVE – “Yes. What can I do?” T. = THANK -“Thank you for bringing this to my
attention.”
HOSPITALITY WORKSHOP
May 2015 10
YOSHINOYA Steps to Handling a Guest Complaint = B-L-A-S-T
B =
Believe
Believe that what the guest is telling you is true.
Give the guest the benefit of the doubt.
Don’t assume they are trying to “Get something for
free.”
Remember to smile and remain calm.
If in doubt, or if there is a question to the validity of the
information, decide in favor of the guest.
The guest’s perception is their reality.
This is a learning opportunity for us and a great way
for us to get better.
Be aware that another guest is probably watching
your reaction
HOSPITALITY WORKSHOP
May 2015 11
YOSHINOYA Steps to Handling a Guest Complaint = B-L-A-S-T
L =
Listen
Give the guest your full attention.
Smile and remain calm.
Don’t assume you know what the complaint is.
Don’t interrupt; wait until the guest has finished
speaking.
When the guest has finished telling you their
complaint, in your words, repeat back to the guest
what you heard them say and ask, “is that correct?”
Hear them out – they may just need to “vent” their
frustration.
If a guest is loud or is using foul language – move to a
more private area of the store
HOSPITALITY WORKSHOP
May 2015 12
YOSHINOYA Steps to Handling a Guest Complaint = B-L-A-S-T
A =
Apologize
With a sincere tone, kindly apologize to the guest
Use a soft voice and direct eye contact.
Show the guest you are concerned that they did not
receive the service or food that was expected.
Say “I am sorry _____ happened and I want to fix
this.”
If the guest interrupts, wait until they finish before
you respond.
Continue to smile and remain calm no matter their
attitude.
HOSPITALITY WORKSHOP
May 2015 13
YOSHINOYA Steps to Handling a Guest Complaint = B-L-A-S-T
S =
Solve
Solve the problem.
Most of the time it is clear how to fix the problem.
However, there are times when you will need to ask
the guest how they would like you to fix the problem.
Remember, there is usually another guest or crew
member watching for your reaction.
Figure out a way to fix the issue the best way for the
guest.
Find ways to say YES. If you cannot solve it, explain to
the guest why and offer alternate solutions that will
work for them.
HOSPITALITY WORKSHOP
May 2015 14
YOSHINOYA Steps to Handling a Guest Complaint = B-L-A-S-T
T =
Thank
Thank the guest for the opportunity to fix the problem
and an opportunity to possibly prevent another
complaint.
Telling us about the complaint gives us a chance to
make our business better and for us to do business
with them again.
Say, “Thank you for bringing this to my attention, I
appreciate your time.”
HOSPITALITY WORKSHOP
May 2015 15
Not Believing
Steps to Handling a Guest Complaint = B-L-A-S-T
B. = Believe
“Well, that’s how you ordered it.”
“I know I made your order correctly”
Believe
HOSPITALITY WORKSHOP
May 2015 16
Listening Not Listening
Steps to Handling a Guest Complaint = B-L-A-S-T L. = Listen
Interrupting Guest while they explain the issue
Looking around, looking at your watch
Arguing with Guest
HOSPITALITY WORKSHOP
May 2015 17
Steps to Handling a Guest Complaint = B-L-A-S-T A. = Apologize
“So what do you want me to do about it?”
“I’m sorry, BUT that’s what you ordered”
Makes Excuses Apologize
HOSPITALITY WORKSHOP
May 2015 18
Steps to Handling a Guest Complaint = B-L-A-S-T S. = Solve
“You’ll have to call the corporate office”
“I’ll have a manager call you when they come in”
Solve Unresolved
HOSPITALITY WORKSHOP
May 2015 19
Steps to Handling a Guest Complaint = B-L-A-S-T T. = Thank
“So does this take care of your problem?”
“Do you need anything else?”
Thank Annoyed
HOSPITALITY WORKSHOP
May 2015 20
LET'S PRACTICE
Each GM will now have a chance to BLAST through
a guest complaint. Grab a card and let’s practice
until we are Pro’s!
HOSPITALITY WORKSHOP
May 2015 21
Ten Tips to Handling Guest Complaints
The opportunity to make a good impression is
important and you don’t want to lose it. Here
are some extra tips that will help you when
dealing with a guest complaint:
1. Find a way to break down the barriers
between you and your guest. Use the guest’s
name to find common ground when possible.
2. Ask questions to find out what happened, as
well as to help the guest express and reduce
anger. Make the questions open-ended to
encourage more conversation.
3. Never take anything the guest says as a personal attack. The guest is angry at the
situation, not at you.
4. Try to have the guest give you a “yes” response. Get the guest to agree with you as
often as you can. FIND A WAY TO MAKE IT RIGHT. Whenever possible, let the guest
decide on the solution they want.
5. Once the guest has calmed down, find out what they want you to do. Often it is
about the food – Refund the item from the check; Replace the item with something
different; or Remake the item to their satisfaction.
* The 3 R’s = REFUND-REPLACE-REMAKE
6. If there are company policies that
stop you, explain them as politely as
possible, and offer alternatives.
7. Always be positive and stress what
you can do, rather than what you
can’t.
8. Train all of your crew to feel
empowered to fix whatever problem
they can, as often as possible.
9. Put the solution to work as fast as you
can.
10. Offer something extra, if you can.
HOSPITALITY WORKSHOP
May 2015 22
No one expects you to know the answer to every question or even how to handle every
situation correctly.
However, as a Manager, you want
to use your best judgement to “do
the right thing” in all situations when
dealing with a guest.
Smile, remain calm, and do not
take anything personally. Try to put
yourself in the guest’s shoes.
Answer these questions and you will be able to handle just about any guest complaint.
How would you want to be treated?
How would you want the problem fixed?
What’s the RIGHT thing to do for the guest?
Exception to the Rule, “Find a Way To Make it Right”
Sometimes there will need to be an exception to the Rules…
As a Manager, your first priority is to make every guest happy, but not at the cost of
compromising our standards. Yoshinoya has many procedures in place to provide the
best food and service to our guests at the fastest pace from our employees. Some
examples of procedures that cannot be changed are our food safety standards. If a
guest asks for his or her steak to be cooked rare, we cannot comply for food safety
reasons.
You have been trained to do whatever it takes to make our guests happy, but not at the
risk of making a guest sick. In this case, apologize to the guest for not being able to honor
their request and explain about our food safety standards. The guest may not be happy
but, hopefully, they will understand why you cannot honor the request.
Do your best to honor all guest requests as long as
Yoshinoya’s food safety standards are not
compromised. Again, you want to use your best
judgement to “do the right thing” in all situations when
dealing with a guest. Continue to smile, remain calm,
and do not take anything personally. Again, try to put
yourself in the guest’s shoes. And still, answer these
questions: How would you want to be treated?
How would you want the problem fixed?
What’s the RIGHT thing to do for the guest?
HOSPITALITY WORKSHOP
May 2015 23
The Unspoken Complaint
For every guest that complains, there are
four or more that don’t. Instead of telling
you that they were not satisfied with their
visit, they may choose not to return to your
restaurant. They may tell several of their
friends of the poor quality or service they
received and your restaurant has lost one
or two more guests. It is your responsibility
to handle all guest complaints, even the
“unspoken” ones.
Here are some signs of unspoken
complaints: You see a guest constantly looking at their watch impatiently. Sign of slow
service
You see a guest looking at their food order and looking annoyed. Sign of an
incorrect order
You see a guest throwing away food on their tray and it is only half eaten.
Sign of poor quality food
You see guests turn around and leave once they step inside and see the line
coming from the cashier. Sign of slow service
When behavior and body language indicates there could be a problem, approaching
the guest to ask if you can help will show your level of commitment to making their visit
GREAT. A simple “how was your meal?” is an easy way to start a conversation.
HOSPITALITY WORKSHOP
May 2015 24
Another way to begin a conversation is by mentioning what you notice. “I noticed you
threw away…” Or, I noticed you checking your watch several times… is everything okay?
This is a terrific way to impress your guests! It shows that you care about them and that
you are paying attention to details.
Good decision making, strong leadership and good communication are the keys to
handling guest complaints. As a good decision maker, you will need to take the steps
necessary to handle the situation so that the guest is satisfied.
As a Manager, it is important that you investigate the cause of any complaint and take
immediate action to fix it.
As a good leader, you need to clearly communicate with your team and other members
of your store management team to help prevent similar situations from occurring in the
future.
The Communication Log is an excellent tool we have in place to help you with this
process. Be sure however, that you also follow up one on one to ensure your entire team
understands the standards and procedures for outstanding customer service.
Checking for Great Guest Service
Constantly observing and checking the guest service level in your restaurant requires you
to have 360-degree service vision. During each shift, carefully watch the performance of
your team, especially during their contact with your
guests.
360-degree service vision means that you are looking
all around you at all times to ensure that the guest
experience is superior from the second they arrive on
Yoshinoya property.
Observe the store like a first-time visitor. Think like a
guest. Envision what they would see, hear, feel, and
smell if you were experiencing Yoshinoya as that
person for the first time.
In our restaurants, it is important to acknowledge the
guests at all times. We accomplish this with every
employee who is within five feet of a guest.
Acknowledging the guest can be accomplished in
a number of ways, but it should always start with eye
contact and a smile.
HOSPITALITY WORKSHOP
May 2015 25
If the employee needs to cross the path of a guest, give the guest the right of way
with a smile and a “hello”.
If a guest is entering or exiting the restaurant, the employee should hold open the
door, welcoming or thanking the guest.
When an employee is refilling cups or lids at the beverage station and a guest
approaches, the employee should acknowledge the guest and move out of the
way, allowing the guest access to the beverage station.
During Peak Periods the Manager must be able to move around the store to see,
hear and interact with all guests and employees. The Manager MUST be positioned
in the Packer position during Peak periods.
As the dining area person or manager walks through the dining area collecting
trays or emptying trash, acknowledge passing guests and watch for guests who
may need to pass in front.
What’s Next? … See your Packet on “How to Train your Team” we will now review.