Page 17 - UP Essentials for Managers FG 092017_Neat

THE WORDS WE USE MATTER >>

• Review the importance of how we speak in front of a Guest
o Standards for appropriate language (within the Standard: Hospitality & Service)

ASK
 Why do the words & tone of our conversations matter?

• When talking about our food, use the descriptive language from our menu & our recipes

THE WORDS WE USE MATTER >>

• We use the same Steps of Service at all stations – we use the GETT model
• Review the Guide: Steps of Service

o G = Greet
o E = Engage
o T = Thank

o T = Transition
• Review how these steps apply to each station

ASK

 Why do you think the greeting is such an important part of
the Guest experience?

 What do we mean by a ‘genuine’ Thank you?

 How would you use the Transition step to help our Guest?

B.L.A.S.T. >>

• Discuss the types of complaints that are common in the restaurant business.

• Review the B.L.A.S.T. Guest Service Model job aid and demonstrate and what it means
(Believe, Listen, Apologize, Solve, and Thank).
CONTINUED >>

FACILITATOR GUIDE 17