Chapter 1
Objective
To embrace Yumbii’s unique approach to hospitality, understand and implement key practices that create memorable guest experiences, and explore how hospitality metrics drive both guest satisfaction and team success.
Introduction
At Yumbii, hospitality is more than a set of tasks—it’s the essence of our brand and the foundation of every guest interaction. This module will introduce you to the heart of what makes Yumbii different: a commitment to creating a warm, engaging environment where guests feel welcomed, valued, and excited to return. Here, we’re not just serving food; we’re creating experiences that leave a lasting impression.
In this module, you’ll learn the core elements of Yumbii’s hospitality philosophy, practical techniques to elevate guest interactions, and the role hospitality metrics play in ensuring consistent service excellence. We’ll explore how your actions—whether it’s a friendly greeting, a thoughtful recommendation, or a proactive check-in—are not only essential to guest satisfaction but also directly impact your success and enjoyment on the job.
Why Yumbii Hospitality Matters
Building Guest Loyalty: Every gesture, every interaction is a chance to build a loyal guest following. By going above and beyond to make guests feel valued, you’re helping to create regulars who will choose Yumbii for their go-to dining spot and spread the word about their experience.
Direct Impact on Your Success: Hospitality isn’t just beneficial for guests; it’s key to a rewarding work environment. When guests leave happy, it results in higher tips, positive feedback, and a more enjoyable atmosphere. Creating that environment makes each shift smoother and fosters camaraderie with teammates, building a space where you can thrive.
Elevating the Guest Experience in a QSR Setting: While counter-service is fast-paced, our focus on genuine, friendly service sets us apart. Each interaction should reflect our dedication to providing a level of care and quality that guests don’t expect from typical QSRs. At Yumbii, we aim to exceed those expectations every day.
What You’ll Learn in This Module
Core Hospitality Practices: You’ll dive into the foundational practices that shape every interaction, such as engaging with guests personally, going the extra mile with thoughtful gestures, and staying proactive to anticipate guest needs. These practices create a seamless experience that guests associate with Yumbii.
Understanding Hospitality Metrics: This module will also cover key metrics—like guest satisfaction, check averages, and tips versus sales—that give insight into how well we’re meeting our hospitality goals. By learning what drives these numbers, you’ll see how your role directly contributes to our success and your own.
Practical Techniques for Consistent Excellence: You’ll be equipped with practical tools and tips to make each guest experience memorable. From simple conversation openers to body language cues and timing considerations, you’ll learn techniques to build comfort and trust with every guest.
SUCCESS
Yumbii’s approach to hospitality is designed to bring out the best in each team member. This module will guide you through the philosophy and skills needed to deliver experiences that keep guests returning.
When you embody Yumbii’s values, every shift becomes an opportunity to make an impact—on your guests, your team, and your own growth and satisfaction at work.
We’re excited to begin this journey with you and look forward to building a culture of exceptional hospitality together. Welcome to the Yumbii way of creating unforgettable experiences.
SECTION 1
Understanding Yumbii Hospitality
Hospitality at Yumbii isn’t just a checklist—it’s the foundation of our entire brand experience. Hospitality is the art of making people feel welcome, seen, and valued. When we create an atmosphere where guests feel at home, we’re building loyalty, enhancing satisfaction, and setting Yumbii apart from other QSRs.
Key Hospitality Practices
Engage with Guests: Create Connection
Purpose: Each interaction is a chance to make a genuine connection. A warm greeting and personal engagement show our guests that we see and value them.
Why It Matters: Guests remember how you make them feel. A friendly conversation or acknowledgment of a regular’s usual order can turn a simple transaction into a memorable experience.
Example Phrases:
“Welcome to Yumbii! Is this your first time here, or are you a regular?”
“Have you tried our [special item]? It pairs great with the tacos you’re getting!”
Body Language Tips:
Stay Engaged: Keep an open posture, make eye contact, and always face the guest.
Watch the Room: Notice when a guest might need something—eye contact or a quick smile can make guests feel comfortable asking for help.
Little Extras Matter: Go the Extra Mile
Purpose: Small gestures show that we genuinely care about making each guest’s meal better. It’s often these extra touches that guests remember and talk about.
Why It Matters: Going beyond the expected creates a unique experience that leaves a lasting impression and keeps guests coming back.
Examples of “Extra Mile” Gestures:
Suggesting Pairings: “If you’re going for spicy tacos, you might like our signature margarita—it balances the heat perfectly.”
Highlighting Unique Options: “Would you like a side of guac or one of our house-made sauces to add more flavor to your order?”
Personalized Service: Offering a specific sauce you know complements their order or a drink that pairs well.
Checklist Placeholder:
Offer a drink suggestion with every meal order.
Make a personalized recommendation when a guest seems unsure about the menu.
Check in with seated guests after they receive their food to see if they need anything else.
Proactive Service: Anticipate Needs
Purpose: Anticipating guest needs before they ask shows that we’re attentive and considerate of their comfort.
Why It Matters: Proactive service prevents small annoyances and enhances guest satisfaction, making the experience smooth and enjoyable.
Scenario Example:
Situation: A guest’s drink is low, and they haven’t asked for a refill.
Response: Approach with a smile and say, “Can I get you another drink?”
Visual Aid Placeholder:
Flowchart showing steps to take when noticing a guest might need something (e.g., observing table cues like empty glasses or empty plates).
Explanation of 360-view and task prioritization, where FOH staff continuously scan the dining area to assess needs.
Why Hospitality is Essential to Your Success
Hospitality is the foundation of a rewarding and profitable work environment. When guests feel that they’ve received an exceptional experience, they’re more likely to tip well, return often, and recommend Yumbii to friends and family. Here’s how hospitality directly benefits you:
Increased Tips: A friendly, attentive server often earns higher tips. The effort you put into connecting with guests and making them feel valued directly influences how they respond in return.
Job Satisfaction: Delivering great service creates a positive work environment. When guests are happy, the energy is uplifting, making each shift more enjoyable and rewarding.
Building Guest Loyalty: When guests feel they’re treated like VIPs, they keep coming back. Repeat guests mean stable business and opportunities to build regular relationships, making each shift feel familiar and welcoming.
Professional Growth: Mastering hospitality skills makes you more versatile and valuable. These skills build confidence and prepare you for leadership or other roles in the restaurant industry.
In Summary
At Yumbii, hospitality is about more than just meeting expectations—it’s about exceeding them. Every interaction, whether a quick greeting or a thoughtful farewell, contributes to creating a place where guests feel comfortable, appreciated, and eager to return.
As we move forward in this training, remember that your energy, enthusiasm, and attentiveness are what make Yumbii stand out. Together, we’re not just serving food—we’re creating experiences that make Yumbii a favorite destination for every guest.
INTERACTIVE HOSPITALITY TRAINING EXERCISE
(COMING SOON)
SECTION 2
Hospitality Metrics & Evaluation
Hospitality metrics aren’t just numbers; they are indicators of how well the team delivers a memorable and enjoyable guest experience. By analyzing metrics like tips vs. sales, check averages, and customer reviews, Yumbii can assess the strength of its hospitality model and identify areas for improvement.
Research shows that restaurants focusing on key performance indicators (KPIs) like efficiency, engagement, and cleanliness consistently outperform their peers in customer retention and satisfaction (source: National Restaurant Association, 2022).
OVERVIEW OF KPI’S WE WILL EXPLORE
Tips vs Sales: Track average tips relative to sales as a measure of guest satisfaction.
Alcohol Sales & Total Sales: Higher sales indicate effective upselling and engagement, especially with high-margin items like drinks.
Average Check Amount/Guest Spend: Consistent increases in guest spend reflect successful upselling and guest satisfaction.
Reviews: Positive reviews online and in feedback reflect a strong hospitality approach.
Efficiency Metrics (Expo & Order-Taking): Fast, efficient service without sacrificing guest experience helps maintain a smooth flow in high-volume periods.
Key Performance Indicators or KPI’s
Tips vs. Sales
Purpose: Tips are a direct reflection of customer satisfaction and a core measure of service quality.
Industry Insight: Studies indicate that higher tip percentages correlate with staff friendliness, attentive service, and proactive problem-solving. According to research published in the Journal of Hospitality & Tourism Research, employees who engage guests by using their names, making eye contact, and suggesting menu items receive tips that are, on average, 15-20% higher than those who do not.
Best Practices: Encourage FOH staff to make genuine, personal connections and upsell in a way that feels natural. This leads to higher guest satisfaction, directly benefiting both the employee and the business.
2. Average Check Amount & Guest Spend
Purpose: Increasing the average check amount reflects successful upselling, effective recommendations, and an enhanced guest experience.
Industry Insight: Data from Toast’s 2023 Restaurant Trends Report highlights that upselling key menu items and beverages can boost average check amounts by 20-30% in casual dining settings. Notably, suggestive selling (like drink pairings or add-ons) is most successful when staff are knowledgeable and enthusiastic about the offerings.
Best Practices: Staff should be equipped with menu knowledge and techniques to recommend add-ons that complement guest preferences. This will elevate the guest experience by adding value and personalizing their visit, which ultimately drives loyalty and guest retention.
3. Order-Taking & Service Efficiency
Purpose: Efficient order-taking and service speed ensure a smooth guest experience, especially in high-volume, quick-service settings like Yumbii.
Industry Insight: Research by Deloitte’s 2021 Restaurant Trends Report found that a 5-minute reduction in wait times can lead to a 10% increase in customer satisfaction scores. Efficiency in order-taking and food delivery is essential for guest retention, particularly for QSRs where prompt service is expected.
Best Practices: FOH staff should train to be precise and timely in order-taking, with a focus on minimizing errors and following up promptly with kitchen staff. Handheld POS devices, as Yumbii utilizes, are a best-practice tool for enhancing order efficiency and reducing wait times.
Expanded KPI Categories Related to Guest Experience
4. Cleanliness & Ambiance Scores
Purpose: Cleanliness and ambiance are fundamental to the guest experience and are consistently among the top factors influencing customer reviews.
Industry Insight: The National Restaurant Association reports that 95% of guests say cleanliness is crucial when deciding where to dine, with 70% indicating that they would leave or avoid returning to a restaurant perceived as unclean. Cleanliness has a measurable impact on customer perceptions, and a proactive approach to maintaining high standards can reduce turnover and improve reviews.
Best Practices: Leadership & staff shall regularly audit and track cleanliness in high-traffic areas and reinforce cleaning protocols among FOH staff. Visual aids and/or digital apps for checklist tracking shall be used to keep employees accountable and help monitor the guest environment throughout each shift.
5. Guest Satisfaction Scores & Online Reviews
Purpose: Online reviews and direct feedback provide insights into guest perceptions, service quality, and areas for improvement.
Industry Insight: According to a 2022 study by BrightLocal, 79% of customers trust online reviews as much as personal recommendations and positive reviews increase the likelihood of customer visits by up to 40%. High review ratings correlate with excellent guest experiences, while frequent negative feedback often signals operational or service issues that need immediate attention.
Best Practices: When we know a guest had a positive experience we shall look for opportunities to politely request reviews from satisfied guests, as long as it feels natural and unintrusive.
6. Guest Retention Rate
Purpose: Retention rate measures how often guests return, which reflects loyalty and long-term satisfaction with the restaurant’s hospitality.
Industry Insight: Studies show that increasing customer retention by 5% can boost profits by 25-95% (Harvard Business Review, 2022). Retained guests are also more likely to become brand advocates, bringing in new customers through word of mouth.
Best Practices: Yumbii monitors loyalty programs and retention strategies, encouraging repeat visits through special deals, limited-time offers, and personalized service. FOH staff should be prepared to treat regulars with personalized attention, making them feel recognized and valued.
7. Customer Dwell Time (for In-Store Dining)
Purpose: Dwell time—the time guests spend in the restaurant—can impact table turnover rates, guest satisfaction, and profitability.
Industry Insight: A balance in dwell time is key; research from Cornell’s School of Hotel Administration indicates that customers who feel “rushed” report 30% lower satisfaction scores. However, in high-turnover models, prolonged dwell time can limit revenue potential. This metric is essential for understanding customer flow and balancing hospitality with operational efficiency.
Best Practices: FOH staff shall be prepared to balance customer interactions based on timing, such as checking in at intervals that allow guests to enjoy their meal but encouraging smooth transitions when tables are needed. Techniques like pre-bussing empty plates, prompting a dessert order, or suggesting a last/ next round of drinks are effective ways of expediting turnover while still boosting check and tip averages.
INTERACTIVE HOSPITALITY TRAINING EXERCISE
(COMING SOON)
SECTION 3
Practical Applications and
Role-Playing
SCENARIO 2
Promoting Pairings
Situation: A guest orders a spicy dish without a drink.
Suggested Script: “Our signature margaritas are the perfect balance to the spice in your tacos. Would you like to add one, or perhaps a non-alcoholic agua fresca?”
Learning Outcome: How to incorporate upselling naturally while enhancing the guest’s experience.
SCENARIO 1
Busy Lunch Rush
Situation: A guest looks indecisive in line, and the line is growing.
Suggested Script: “I can see you’re interested in a few items! Our [special item] is a favorite, and it pairs well with a side of our guacamole. Let me know if you’d like help deciding—I’m here to help.”
Learning Outcome: Efficiently guiding guests while offering assistance without making them feel rushed.
SCENARIO 3
Handling a Customer Complaint
Situation: A guest is unhappy because their order took longer than expected.
Suggested Script: “I’m really sorry for the delay. Let me check on your order and see if there’s anything I can bring you in the meantime. We’ll make sure you leave happy!”
Learning Outcome: De-escalating and addressing concerns empathetically.
CHECKLIST
Key Hospitality Actions for Success
Offer a drink recommendation, appetizer, or other upsell with every order.
Check back with guests after they receive food to ensure satisfaction.
Use “I” Statements for de-escalating complaints (e.g., “I understand” or “I apologize”).
Personalize each interaction based on guest preferences.