Chapter 5
Guest Interaction & Service Tips
The “LAST” Technique for Handling Complaints
Listen actively
Apologize sincerely
Solve the issue
Thank the guest
This pneumonic device helps you remember the key steps for addressing any complaint effectively and professionally.
“READ” the Table to Gauge Guest Needs
Realize how busy guests are (observe cues like phones or briefcases for clues).
Engage but don’t linger; aim for friendly efficiency.
Assess if they’re interested in add-ons or additional items.
Determine if they’re ready to leave or need something else (check empty plates, drinks, etc.).
Watch Body Language
Smile as a way to project friendliness and approachability.
Eye Contact is key to showing engagement and attentiveness.
Stay Open (no crossed arms) to signal you’re available and welcoming.
The 2-Minute Rule for Checking In
Check back with guests within two minutes of receiving their food. This quick check-in allows you to catch any issues early and address them promptly.
Efficiency Tips
“Be Where the Action Is”
Always move with a purpose, whether you’re picking up items, taking orders, or clearing tables.
For every trip to the kitchen or dining area, ask yourself, “What else can I bring, clear, or check?” This will help maximize your time and reduce back-and-forth trips.
The 360-Degree View Technique
Regularly scan the entire dining area, rather than just focusing on one table or section. This keeps you aware of guest needs throughout the shift and helps you anticipate requests proactively.
Stay Light on Your Feet
Wear comfortable, supportive shoes and practice walking lightly to reduce fatigue and maintain a steady, balanced pace through the shift.
Optimize Your Side-Work with “CLEAN”
Consolidate your tasks to maximize efficiency.
Leave areas organized and ready for the next shift.
Expect a busy shift by preparing in advance.
Accurately restock all essentials.
Never leave messes behind.
Physical Techniques for Carrying & Serving
The 5-point Balance for Tray Carrying
Use a five-point grip: place your hand underneath the tray with fingers extended supporting the tray. Maintaining and correcting balance is easier using this technique versus others such as three-point or flat palm carrying.
The Weight Balance Rule
Place heavier items at the center of the tray to avoid tipping. For even distribution, balance weights on both sides of the tray whenever possible.
Stay Low and Leaned Forward When Serving
Keep trays close to your body and avoid overextending your arms, as this can lead to strain. Lean slightly forward to reduce pressure on your lower back.
Avoid the “Death Grip”
Relax your grip when carrying trays, plates, or glasses. This minimizes fatigue and allows for better balance and movement flexibility.
Upselling & Order Accuracy
The “ABC” Method for Upselling
Ask about add-ons (“Would you like some guacamole with your tacos?”)
Bring attention to beverages, particularly high-margin items like margaritas.
Consider dessert options to leave a lasting impression.
Repeat Orders for Accuracy
Repeating orders back to guests not only helps avoid mistakes but reassures guests that you’re attentive to their requests.
“Match and Suggest” for Upselling
Match what the guest orders with a related suggestion. If they order spicy tacos, for example, suggest a cooling margarita or agua fresca to complement it.
Always Double-Check Modifications
Guests remember when specific requests are missed, so be extra diligent with customizations and double-check these before submitting the order.
Staying Organized & Managing Your Shift
“Stay Hydrated” Reminder
Take a quick sip of water every hour. Staying hydrated improves your energy and focus, especially during long, busy shifts.
Use a Checklist for Opening and Closing
Checklists help ensure every side-work task is completed and nothing is overlooked. Make it a habit to run through your list at the start and end of each shift.
Prioritize Tasks Based on Immediate Needs
If the dining room is full, prioritize guest-facing tasks like delivering food or bussing tables. Side-work can wait until there’s a quiet moment.
Have a “Closing Buddy” System
Working with a buddy at the end of the shift helps ensure tasks are completed faster and to a higher standard. Double-check each other’s work for a smooth closing process.
INTERACTIVE HOSPITALITY TRAINING EXERCISE
(ROLE PLAY SCENARIO COMING SOON)