hospitality workshop - yoshinoyayoshinoya.us/training/hospitality workshop/participant's...

HOSPITALITY WORKSHOP

PARTICIPANT’S GUIDE


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


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.


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


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.


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


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:


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?


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.”


May 2015 10


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


May 2015 11


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


May 2015 12


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.


May 2015 13


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.


May 2015 14


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.”


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


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


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


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


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


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!


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.


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?


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.


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.


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.

hospitality workshop - yoshinoyayoshinoya.us/training/hospitality workshop/participant's...

Documents