Introduction - AHLEI...Teach employees how to deliver traditional levels of quality guest service and about the need to exceed guest expectations. LEARNING POINTS • Remember that

©2018 National Restaurant Association Solutions, LLC

IntroductionAs a manager or trainer, you play a crucial role in the training efforts at your establishment. With the majority of training most often focused on new employees, the continued development of existing employees may sometimes be taken for granted. The following pre-shift activities are designed to help you provide consistent, ongoing training to all front line employees.

Each activity addresses a topic related to an area such as engaging with guests, being authentic, or reading the guests’ needs. The activities are designed to enable you to provide training “quick hits” that can be completed in 10 minutes during a regularly scheduled pre-shift meeting, or as time permits. Pre-shift activities should serve as short refreshers to reinforce your employees’ existing job knowledge and not as their sole source of training.

As part of your training program, the pre-shift activities can help develop well-trained employees who become high producers capable of solving—even preventing—problems.

Using the ActivitiesWhen using the pre-shift activities, you may wish to establish a schedule to focus on one topic per week or alternate among topics that relate to each other. Prepare to lead an activity by carefully reviewing the outline of learning points, discussion questions, and practice activities included in each. Think of real-life workplace examples of concepts presented in the topic. Take some time to record additional information you wish to cover using the space provided.

During the pre-shift meeting:

� Introduce the learning points to help reinforce your staff’s knowledge. You may also want to touch on any additional or establishment-specific information related to the topic.

� Ask discussion questions to generate group conversation, to brainstorm possible ideas, or to gain further employee insight. Be sure to encourage all employees to express their thoughts about the topic.

� Actively listen to what is said ,and show respect for the ideas and opinions expressed.

� Use short practice activities to help employees apply the information that has been discussed. Give clear instructions about what is expected during the activity.

� Offer help to those who need it and end activities within specified time limits.

� Make sure to include time to debrief what employees have learned and allow employees to ask questions before ending the lesson.

10-Minute Pre-Shift Activities

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Delivering Traditional Guest Service

LESSON OBJECTIVE

Teach employees how to deliver traditional levels of quality guest service and about the need to exceed guest expectations.

LEARNING POINTS

• Remember that your attitude is the key to providing excellent service.Greeting Guests:• Warmly greet guests within two minutes or less after they enter your area. • Introduce yourself by name. Say, “Welcome to (name of establishment). I’m Juan, how

may I help you?”• If you are unable to greet guests within the standard greeting time because you are

helping another guest, stop for a moment, acknowledge them, and let them know that you’ll be with them just as soon you can. Apologize for the wait and return to the guest you are helping.

• Maintain eye contact and smile when speaking to guests.Serving Guests:• Offer to answer questions about your service area.• Give guests your full attention and listen carefully to their requests.• Repeat questions, comments, or details to ensure you fully understand.• Accommodate guest preferences whenever possible.• Don’t ask guests what it was they asked for—use a notepad to record guests’ requests.• Offer to deliver items to the guest whenever possible.• Sincerely thank guests for their visit, use their names if known, and invite them to

return.

DISCUSSION QUESTIONS

1. In your opinion, what is quality guest service?Possible responses: Creating a memorable experience for guests; anticipating guests’ needs; meeting and exceeding guests’ expectations; empathizing with guests’ concerns.

2. How can we unintentionally make guests feel unimportant and unwelcome at our establishment?Possible responses: Not smiling; making guests wait for a long time before serving them; displaying impatience or making them feel rushed.

PRACTICE ACTIVITY

Play the role of an employee. Ask two volunteers to play the role of guests who need assistance. Base the role play on a typical job duty for your employees.For example: You are a bartender. Ask one of the volunteers to request a drink “straight up.” Demonstrate the following negative behaviors as you take and serve the orders:• Approach the guests, do not smile, greet guests in a flat tone, and take their orders.• Make the drinks (using water). However, make the “straight up” (no ice) drink “on-the-

rocks” (over ice).• Ask the guests which drink was ordered, then reach across the guests to serve the

drinks. Act annoyed if the guest mentions that his or her drink is prepared wrong. Say, “That’s what you ordered.”

• Present the check. Do not thank the guests or invite them to return.• Ask the volunteers how they feel. Ask the group what was wrong with the bartender’s

attitude and actions. Afterward, ask a volunteer to redo the scenario in a more customer-focused way.


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Delivering Traditional Guest Service

LEARNING POINTS

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Delivering Guest Service GOLD®

LESSON OBJECTIVE

Teach employees how to deliver Guest Service GOLD® and about the need to go above and beyond guest expectations.

LEARNING POINTS

• Remember that the key to providing GOLD-level service is the desire to raise the bar on the type and quality of service guests receive at your establishment.

Individual Service:• Each employee has a part to play in the process. • Every employee must be willing to contribute.• Each employee has to take a good look at their job and how they currently interact

with guests in order to identify ways to improve on what they are currently doing.• Each employee has to look for opportunities to step up their guest service and identify

readily available resources they can put to use.• Each employee has to be willing to become emotionally invested/engaged with

their guests.GOLD Service:• Offers guests a personalized and unique experience.• Recognizes needs the guest didn’t know could be accommodated. • Requires employees to assess the guest’s situation.• Transforms guest experiences into guest memories and stories.


1. In your opinion, what is Guest Service GOLD®?Possible responses: Creating a memorable experience for guests worthy of being shared with family and friends; anticipating guests’ needs before the guest even realizes they have a need; surprising guests; empathizing with guest situations.

2. Why should you NEVER make guests feel unimportant and unwelcome at our establishment?Possible responses: It creates a negative experience, destroys guest loyalty, and becomes a negative guest experience story told to others, which negatively impacts the establishment.

PRACTICE ACTIVITY

Play the role of an employee. Ask four volunteers to play the role of a guest family with two young children who have arrived just before closing. They just want to find some food and get some sleep. Base the role play on a typical job duty for your employees.For example: You are a restaurant server, and you’ve been on your feet all night. You’re tired and cranky. You go to take their food order and:• Shift your mood into “neutral” to assess the family’s needs.• Look for opportunities to make this meal easier on the family.• Try to make this a “welcome to your temporary home” meal.Ask the volunteers how your service made them feel. Ask the group to identify how this scenario differs from traditional or typical guest service.


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Delivering Guest Service GOLD®

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Engage, Unlock, and Connect with Guests

LESSON OBJECTIVE

Teach employees how to become engaged using the seven elements of GOLD service. Demonstrate how to unlock the guests’ needs in order to become connected, thereby creating a unique experience.

LEARNING POINTS

Get Engaged During your interaction, guests should feel: • Special• Valued• Respected• ImportantUnlock OpportunitiesShow guests you:• Care about their needs• Understand their situationGet ConnectedTransform the guest experience by:1. Keeping it real (Authenticity)2. Reading the need (Intuition)3. Using your heart (Empathy)4. Being a guest hero (Champion)5. Providing a surprise (Delight)6. Following through (Delivery)7. Making the effort (Initiative)


1. How can you put the seven elements of Guest Service GOLD® to work with your guests each and every day?Possible responses: By (1) actively listening to guests as they talk about their needs, plans, or situations; (2) deciding which GOLD element will help in this scenario; (3) thinking of ways to transform the guest’s experience.

PRACTICE ACTIVITY

Ask two volunteers to play the role of guests standing in a guest public space talking. They are clearly upset about something. Ask the employees to think of a situation that may cause guests to be upset. You play the role of the employee who decides to engage the guests to discover:• The situation (engage)• The guests’ needs (unlock)• How you can help (connect)After helping the guests, ask how your willingness to get involved and help made them feel.


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Engage, Unlock, and Connect with Guests

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Authenticity—Keep It Real

LESSON OBJECTIVE

Teach employees how to show genuine caring for their guests through motivated and honest actions.

LEARNING POINTS

• You can create a memorable experience for every guest by genuinely wanting to provide for his or her wants and needs.

• As you greet guests, be yourself. For example: - Speak naturally; don’t sound like you’re repeating a memorized script. - Show real interest in your guests and actively listen to them.

• Ask questions to better understand the guests’ situation or needs to determine ways you may be able to help with your own special touch.

- Drawing from your own experience, offer to answer questions or gather additional information so guests may make a more informed decision.

- If you discover guests are celebrating a special event while at your establishment, look for ways to meaningfully personalize it for them.

• Encourage guests to tell you about their special needs or dietary concerns. Then enlist other staff members to help you seamlessly meet those needs and concerns.

• Be prepared to assist guests with disabilities and those who do not speak English with an authentic approach as well. Spend time thinking of ways to more effectively help special needs and non-English speaking guests.


1. Which personal qualities or skills can be utilized to demonstrate genuine concern for guests’ needs?Possible responses: listening; patience, sympathy, understanding.

2. What does it mean to “keep it real” with guests?Possible responses: It means genuinely caring about your guests and their needs. It also means providing personalized attention to ensure guests receive the service they truly need or want from you.

3. What should you do if a guest needs something that is beyond your ability to provide?Possible responses: Enlist the help of coworkers, supervisors, or external resources, where appropriate, to fulfill a guest request. If it is still not possible to meet the guest’s need, provide something else that is memorable and of value to the guest.

PRACTICE ACTIVITY

Divide employees into four teams. Assign each team one of the following scenarios. Ask them to think of ways to be authentic, genuine, and honest with the guests, and decide how to best provide them with GOLD guest service.For example: You are a restaurant server and you’ve been on your feet all day. You’re tired and cranky. You go to take your table’s food order and the guests are:• A small group who mention that they are having a mini-family reunion• A person who had car accident minutes before arriving• A couple who have been evacuated from their home due to an approaching hurricane• A person with a visual impairment who wants to visit a famous local attractionGive groups one minute to discuss their scenarios. When time is up, ask each group to share their thoughts. If necessary, mention other service ideas or accommodations that were overlooked.


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Authenticity—Keep It Real

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Intuition—Read the Need

LESSON OBJECTIVE

Help employees engage in creative problem-solving by using their intuition to assist with or resolve a guest situation.

LEARNING POINTS

Read between the lines and listen to the guest closely. Think about what the guest seems to need from you, even if they don’t ask for your help.You need to notice details such as:• The choice of words used by the guest. Short words and sentences could mean the

guest is anxious or upset.• The tone of voice used by the guest. Does the guest sound nervous? Angry? Excited?• The guest’s body language. Are the guest’s arms folded? Is the guest leaning toward

you or away from you? • Any unusual behavior he or she may show. Weeping or trembling are obvious signs of

a guest’s stress.• How he or she is reacting to you and other people around them. Is the guest looking

you in the eyes or staring away from you?


1. How important is body language when trying to see if a guest needs help with a situation?Possible responses: The old saying, “actions speak louder than words” is very true. Often how a person acts will give you more information than what they say. For instance, a guest may say he doesn’t mind waiting but then begin tapping his feet.

2. Why is helping guests who haven’t yet asked for assistance but are in need of help so important to the establishment?Possible responses: It shows that you really care about your guests and their needs beyond what is normally associated with good guest service. It shows that the establishment and the people working there see guest service as more than just a job duty.

PRACTICE ACTIVITY

Read the following scenario to employees: A female guest is sitting alone in the lobby with her luggage. For a while she is quietly reading. Then you see her talking frantically on her cell phone. Finally, you notice her pacing, checking her watch, and looking very upset.

The guest is obviously waiting for something or someone. Your intuition tells you to continue monitoring the guest’s situation to uncover her unspoken need. To do this, you should:

• Use visual and verbal clues to help you sense what will help in this situation• Consider what these hidden clues are telling you about the guest’s need• Let your intuition guide you as you decide how best to assist the guestAsk volunteers to share what approach they would use to tap into an unspoken guest need. What could they do to help?


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Intuition—Read the Need

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Empathy—Use Your Heart

LESSON OBJECTIVE

Teach employees why Guest Service GOLD® must be heartfelt and sincere. Demonstrate how using their empathy for guests as a tool for going above and beyond whenever it’s necessary is the foundation of GOLD guest service.

LEARNING POINTS

Many guest situations are driven by the strong emotions felt by the guest and require you to commit emotionally as well. Only then will the guest be able to know that your actions are driven by the empathy you feel for them. When handling any guest situation, you have to put your heart into your actions by:• Understanding and recognizing the guest’s emotions• Seeing the situation from the guest’s perspective• Defusing the emotionally charged moment so the situation can be sincerely discussed• Considering solutions that show you honestly care about the guest and their situation• Providing assistance that shows you used your heart


1. What is the difference between serving a guest and caring for a guest?Possible responses: Serving is a basic guest service expectation. It means providing the level of service associated with your size and type of establishment. Caring, however, is personal. It isn’t expected and can’t really be taught. It can only happen if your heart understands the guest’s emotions and connects those feelings with the help they need you to provide.

2. How can you show a guest that you truly care about them?Possible responses: Use empathetic words and gestures; go above and beyond to meet guest needs; take the time to listen; do something unexpected—even if it’s a small gesture—show guests you appreciate them

PRACTICE ACTIVITY

Using a flip chart or dry erase board, ask employees to name ways they can provide guest service from the heart.Possible ideas:• Sincerely work to fully understand what the guest is feeling at that moment.• Ask questions to better understand what type of help the guest is honestly asking for.• Let the guest know that you care and that the help you are offering comes from the

heart.• Think of possible solutions to the situation that the employee could provide that

would help the guest.• Offer to see what they could do and that they will contact the guest with those ideas

once they have confirmed they are able to make them happen.


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Empathy—Use Your Heart

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Champion—Be a Guest Hero

LESSON OBJECTIVE

Teach employees how to champion guest expectations, needs, and situations. Being a hero means looking out for the guest. Being a champion teaches employees how to save guests time and money and how to do something to make life easier or better for guests.

LEARNING POINTS

• Develop a network of people, places, and things you can call on for help with guest situations.

• Offer your help along with some suggestions of what you could do to help.• Contact people you think could help the guest, explain the situation, and ask them

to assist.• Let the guest know that you care and are concerned; ask them what they think you

could do to help.• Incorporate other GOLD elements, such as empathy, intuition, and initiative, while

being a guest champion.• Discuss the situation with your supervisor and other employees to find possible

solutions you can offer to the guest.


1. Why is being a guest hero important?Possible responses: Guests are visiting the area for a short period of time and don’t know the establishment, people, local area, and available resources, but you do.

2. How can you build a network of people, places, and things for use in guest situations?Possible responses: Build a list to use when you need help by talking to people to find out about their skills and talents; checking around the establishment and identifying available materials you could use; and checking the local area to locate people and businesses you could recommend to guests, such as auto repair shops or car dealerships, dry cleaner or shoe repair, walk-in clinics and pharmacies/drugstores, and other common places guests may need to visit unexpectedly.

PRACTICE ACTIVITY

Play the role of a guest. Ask different volunteers to give you directions to:• The nearest pharmacy/drug store• A place to get a flat tire repaired• A local car dealership that can do warranty car repairs• The nearest hospital emergency roomHave a map of the local area posted on the wall so you can follow along as the directions are given to you. This will allow you to help employees to learn street names, number of street lights to go, and the landmarks to use when sending guests to another establishment. Post the map in a back-of-house location (or available for use with guests) for employees to use to ensure guests aren’t given poor directions.


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Champion—Be a Guest Hero

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Delight—Provide a Surprise

LESSON OBJECTIVE

Teach employees ways to provide a surprise, small or large, to make the guest experience both personal and memorable.

LEARNING POINTS

Employees can surprise guests in any number of ways including:• Providing special touches for a guest celebration.• Surprising a guest with an item they were able to locate especially for that guest

because the employee thought the guest would enjoy it.• Finding and delivering something the guest had mentioned losing or had wished they

could find.• Adding an element of surprise to the guestroom for the guest to discover when they

enter it.• Arranging a special treat or activity for the guest and surprising them with it.


1. Why is surprising guests with the unexpected a good thing for you as an employee?Possible responses: Employees who find ways to delight their guests also show their leaders how much they enjoy their jobs, are high-level performers, and it is the outstanding performance standards they demonstrate that frequently lead to career advancement.

2. How is surprising guests going to help make the establishment more successful?Possible responses: Surprise guest experiences make for good stories that they can take home and share with family and friends. Stories are a type of word-of-mouth advertising that stays in the minds of guests, and their friends and family, long after any advertising “jingle” or tagline does.

PRACTICE ACTIVITY

Play the role of a guest. Start a conversation with a volunteer employee about why you are staying at the establishment and what you plan to do. Use things typical to guests staying at your establishment in the conversation. After the brief conversation:• Ask the group if they had any ideas of possible surprises they could provide to that

guest.• Brainstorm ideas for simple, low- to no-cost surprises employees could provide to

guests.• Discuss what to do if the surprise idea is a big one and requires resources beyond what

would be available to your department.


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Delight—Provide a Surprise

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Delivery—Follow Through

LESSON OBJECTIVE

Teach employees to deliver results. Following through with their promises builds a guest’s belief that they can depend on and trust the employee and makes the guest’s experience a positive and happy one.

LEARNING POINTS

Responding to a guest’s immediate needs shows that you know how to provide guest service, but continuing to check in to see if the guest is satisfied, asking if they need any further assistance, and contacting them after their stay is over shows follow-through. It also shows that:• You see them as individuals and not just as temporary visitors to your establishment. • You want them to feel special during and after their stay.• You want to give the best experience possible, even after they’ve checked out.• You’re part of a GOLD team of guest service professionals all focused on the same

thing—providing exceptional guest service.


1. What might happen if you do not follow through on something you promised to a guest?Possible responses: Guests will lose trust in you and your establishment. They will be disappointed with their experiences and may choose a different establishment for their next trip.

2. How can you follow through with a guest after a situation has been handled?Possible responses: Touch base with the guest and ask how their stay is progressing, do they need further assistance from you, and assure them you are here to help if or when they need you. After assisting with a guest situation, you can also provide them with updates on any follow-up items they may need to know about.

PRACTICE ACTIVITY

1. Ask each employee to think of a typical guest interaction they have each day. Then ask them to think how they could make it warmer—so they don’t feel like they are reciting from memory or have said the same thing over and over that day.

2. Now ask what types of things they usually promise to guests. Write those items on a flip chart or dry erase board.

3. Next, discuss the challenges they have when trying to deliver on the things they have promised a guest. Do they sometimes forget to make it happen? Do guests have to find them and ask again?

4. Finally, discuss ways they can make sure they act on their promises and can follow through to make it happen.


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Delivery—Follow Through

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Initiative—Make the Effort

LESSON OBJECTIVE

Teach employees why they need to make the effort with guests by using initiative and thinking on their feet.

LEARNING POINTS

GOLD-level guest service can only happen if you are:• Willing to make the effort• Willing to look for ways to improve the quality of the guest service you provide• Willing to look for ways to personalize the guest service you provide• Able to think on your feet and come up with quick solutions to guest situations• Able to act as a guest service professional


1. How can you make the effort?Possible responses: By trying to find ways to show each and every guest you care about their comfort, safety, and enjoyment while they are staying at the establishment.

2. What does the phrase “thinking on your feet” mean when providing exceptional guest service?Possible responses: Quickly making a decision on something you can easily do that would immediately help the guest without having to seek out a supervisor. This often can save the day for the guest and prevent guest dissatisfaction or complaints.Employees should follow up by reporting their actions to their supervisor to ensure everyone is in the loop on the service guests are provided.

PRACTICE ACTIVITY

Using a flip chart or dry erase board, ask employees for simple ways they could add a special touch to the level of guest service they provide each day to every guest.

List and discuss each suggestion along with what resources the employee would need to make it happen.

Encourage employees to follow through with their ideas and offer to help find the resources they would need.


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Initiative—Make the Effort

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Documents

Introduction - AHLEI...Teach employees how to deliver traditional levels of quality guest service and about the need to exceed guest expectations. LEARNING POINTS • Remember that