AB'S HOSPITALITY ACADEMY

Why Customer Churn Rate Matters

2020-07-31T16:28:00.002+05:30

Why Customer Churn Rate Matters:-

Customer Churn and Retention- In marketing, we spend tons of your time trying to draw in new customers, but it is also important to understand what percentage of customers you would possibly be losing.

So, we're gonna discuss the churn rate. Unfortunately, not all customers are loyal. Sometimes, no matter how hard you try, some customers decide to move on to another company and its product. Knowing what percentage of customers you lose to the competition, versus what percentage you keep will help inform your marketing strategy and should even guide your product and pricing strategy.

Your customer churn rate refers to a percentage of customers that your business loses over a specific period of time. And the way to figure that out is pretty straightforward. So to understand your customer churn rate, you take the number of customers lost over a time period over the number of active customers at the start of that time period. So for example, let's look at Netflix.

Customer Churn Rate Formula at the beginning of 2016, let's say Netflix had 45million U.S. subscribers, and then they had a grandfathered in a pricing structure that expired during the middle of that year, and they lost half a million subscribers. So you are doing some quick math thereon and therefore the churn rate is 0.01, or 1%. Now, a 1% churn rate. , or any churn rate, doesn't necessarily mean Netflix is doing poorly, they could've added millions of subscribers during that year.

All this is doing, is looking at how quickly they re losing subscribers, regardless of how quickly they re gaining subscribers. So depending on your product and industry, knowing your churn rate can help you understand why customers are leaving so that you can reduce that number in the future, through revised marketing, product plans or even changing the pricing.

customer churn rate saas, The reason it's important to identify and address these issues is that it's often much more expensive to acquire a new customer than it is to keep a current customer happy.

Final Words I hope this article helped you know about churn rate and customer lifetime.

Tags: Churn Rate, Customer Service, Hospitality Industry, Hospitality Management, Customer Retention, Customer Expectations, Customer Matters.

The Ultimate Guide Of Customer Loyalty Program

2020-07-31T15:23:00.001+05:30

The Ultimate Guide Of Customer Loyalty Program:-

Customer Loyalty Program The referral program can either give them a discount on their next purchase or they can get a bonus on their next purchase. Again, same as the points loyalty program you want to keep your referral program unchanged. One of the best ways to lose customers? Is to change things on them without notifying them,

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Increasing Customer Loyalty okay? So do the math beforehand. Make sure your budget will cover the cost of the referral loyalty program even if it's through discounts, or bonus material, whatever you're giving them. Another way of getting your customer coming back for more with the loyalty rewards program is what I called daily specials. this is a super fun way to keep your customers coming back for more because they had this little piece of excitement to look forward to every day through Five Stars Loyalty Program So you can use this with text management. You can just have a stand in your store that says this is what the daily special is.

small business loyalty program, One of the favorite things I saw was actually at one of those yogurt shops that have yogurt you know, you can just dispense yourself and fill up your cup. I love going there because every day of the week, I knew I was going to get some opportunity to save some money. customer service loyalty programs, So Mondays maybe student discount day. Tuesday maybe it was a percentage off. Wednesdays maybe it was your kids under 12get a free whatever you call it. Okay, Thursdays maybe it was 55 and over gets a discount. Maybe Fridays were coming with your spouse and you get as many points off as long as you've been married or something like that. Customer Retention Loyalty Program.

There's really fun, creative ways to create those daily specials and you can let people know what they are through a text and automated texting service that you send out through Easy Text along those lines, o you can just have a sign in your store. You know people love to subscribe to text because they could get those specials and personally I loved it have the text specials come to my phone because remember looking for a date night or something fun to do and I get a text from my phone, I'm more likely to go to that business because they are inconstant in contact with me. Another Simple Loyalty Program is the coupon. It's the classic, everyone has used it. And it is proven to work. You take Cosco for example.

Loyalty Programs Create Loyalty, You know these big box stores. Cosco sends out a monthly coupon book that keeps its customers coming back. And I think they do in such a way where they'reracking how often people buy things like laundry detergent for example. They know that people buy a laundry detergent every 8 weeks.

So in every other monthly flyer, they're going to put a discount on the product and services that you buy most. So putting those Loyalty coupons out there, it develops expectations that the customer has that they always going to get a great deal when they see you. Always having a coupon to use, that's a great way to keep your customers coming back to you. now remember, this is advertising money well-spent if you do it well. Customer Retention Loyalty Program It is worth the investment to grow your business. In two ways, one you want the customer's coming back to you.

That's going to increase your business and two, you want customers to share your business with other people. So that's why we have this Customer Retention loyalty program and referral programs in place to grow your six-figure business.

Tags: Customer Loyalty, Customer Satisfaction, Customer Retention, Brand Building, Hotel Management, Customer Interaction,

The Last Method Magic - Customer Service

2020-07-30T16:01:00.001+05:30

THE L.A.S.T METHOD MAGIC - CUSTOMER SERVICE:-

Magic Method's - I'm going to teach you a very, very important thing for customer service. I want to work in customer service, and this is often actually one of the foremost important things I learned, and this is named the L-A-S-T or LAST approach.

Special Method -So, to get started, let's talk a little bit about: What is customer service? So, customer service is once you have customers, of course, and you're trying to form your customers as comfortable and happy as possible. You're also trying to satisfy their needs and expectations, and solve any problems or situations that they may need.

So, Magical Customer Service is a huge category. There are many, many different jobs where you employ Magical Customer Service. If you're employed during a hotel, for instance, as a clerk, you know, within the lobby, as a bellhop, you'll be using Magic Customer Service. If you work at a restaurant as a server, you will be using customer service, or as a hostess. If you're the manager of a store, you will be using customer service. If you're employed during a business or maybe ina hospital, you will be using customer service.

So, just about any time you're dealing with people from the general public and they are Special Customers and you're trying to assist them, you're doing customer service. So, there are many various problems that a customer may need. What are some examples of some problems? Can you consider anything, a problem a customer might have? Maybe somebody charged them an excessive amount of for something, maybe they're during a store and therefore the lineups are too long, maybe a customer is at a hotel and they're not satisfied as their wi-fi may not be working or their bed is uncomfortable, either of them both.

So, there are many various problems customers may need at different types of companies. In this video what I'm getting to teach you are: What does one do when a customer features a problem? Okay? So, a really easy thing to try to when a customer has a drag is named the LAST approach. "last", what does it stand for? Well, if a customer features a problem, the primary thing you ought to do is hear their problem, the next thing you ought to do is apologize, solve their problem, and thank them. So: Listen, Apologize, Solve, and Thank you.

Okay, therefore the initiative when a customer has a problem is to concentrate. So, the first thing you should do is find out what the problem is. ask them "How can I help you?"Okay? Once they begin explaining what the matter is, vital that you simply appear as if you're listening to which you are doing listen. Okay? So, you should not check out your watch: "Mm-hmm.Mm-hmm." Okay? That's a bad idea. You shouldn't check out the sky: "Uh, when is that this person going to prevent talking?" Okay? You shouldn't roll your eyes. Okay? No, no, no. You need to show that you simply actually care about what the customer is saying. So, showing you're listening is extremely important. You can repeat back to the customer what they're saying to point out that you simply understand and to make sure that you did understand.

These are some examples. "So what you're saying is important ."You also can say: "Let me get this right..." "Let me get this right, what you're saying is that, you know, there is a problem at your table.", "What you're saying is that you've been waiting for your food for a long time." So it's important to show that you are listening and you acknowledge what they have said. Okay. Now, sometimes with customer service, you get a very angry customer, and perhaps they begin swearing, they begin using very bad language. Okay? So if this happens, vital that you simply aren't getting upset. Okay? When this happened to me within the past, I might pretend to be a computer. I would not take anything personally. So, if the person is rude... You know, it isn't right if somebody is saying something rude to you, if they're swearing at you, or they're making you feel uncomfortable. So, be polite. Okay? And emphasize the very fact that you're there to assist them. Sometimes this does not work, sometimes the person might keep yelling, keep swearing, and there in case you are going to possess to urge your manager.

But an honest thing to do before that happens is attempt to be nice to the customer and just remind them to use...To settle down and to use nice language so you can help them. Okay? So now let's look at subsequent steps of LAST. It doesn't matter if you didn't do anything wrong. Even if the customer is simply totally crazy and there's no problem, you should still apologize. Now, there's a special way to apologize. You do not say it's your fault. Okay? What you say is: "I'm sorry you've had a bad experience." This does not put blame on anybody.

You're not saying: "We made a mistake", no. You're just saying: "I'm sorry you had a bad experience." Okay? So, this is a very important thing to do. Don't take the blame. Just say: "I'm sorry you've had a nasty experience." then, solve. Solve the problem. Fix the problem, make things right. So, how do you do that? Well, if you know what to do...If you can solve the problem and you know it's an easy problem to solve, you can tell them what you're going

we are going to assist you in your problem If it is a Wi-Fi problem, for example: "Here's what we're getting to do to assist you. I'm going to send IT over to your hotel room to help fix the Wi-Fi. Here's what we're going to do to help you." Okay? Now, sometimes there are some problems where the customer asks you, they tell you the matter, you do not know what to try to to. Okay? You have no idea how to fix their problem. A good thing to try to do is to urge your manager therein case or your supervisor. So, you'll be honest. Okay? If you don't know what to do, you can tell them: "I'm not sure how to resolve this situation.", "I'm not sure how to resolve this situation. Let me ask my manager.", "Let me ask my supervisor."

Okay? So it's good if you do not know what to try to, get somebody who does. Finally-very very important you'd now listened, apologized, solved, the ultimate thing you would like to try to do is to thank the customer.Okay? "Thank you for letting us know about this situation. We appreciate it. Thanks for assisting Okay? So, vital to thank the customer and endways a positive, friendly, note because you would like the customer to come. So, what are the four steps, again, to good.

Tags: Customer Retention, Customer Satisfaction, Product Branding, Customer Smile, Hospitality Management,

How To Market Your Restaurant On Social Media In 2020

2020-06-27T15:56:00.003+05:30

How To Market Your Restaurant On Social Media In 2020:-

Social Media Branding:-

Hey guys, welcome back to the ABs Hospitality Academy. Today we're going to be going over the four ways to market your restaurant on social media in 2020.

So many of you guys have already been on that Social Media train, so congratulations to that because a lot of people actually don't see the value. Just in the last two, three years, people don't see the value in posting on social media because there's no direct ROI.

There is no direct association with you putting in a dollar on ads. You put a dollar on investing in your brand on social media and how much you get back. You don't know, which is the reason why a lot of people don't do that, but today people are waking up. People understand the importance of Social Media Marketing. That's the reason why people are spending thousands of dollars hiring Social Media Talks, people to take pictures of them, to write captions, to interact with their customers. But in today's now age, this is just not enough. It is not enough just to post nice pictures. It is not enough to just engage because the market is so saturated.

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The platforms like Facebook, Instagram, they are so saturated with beautiful pictures. You need the right strategies to actually stand up and aside from the crowd, which is the reason why I want to be sharing with you the four different ways to market through social media for your restaurant and they're coming right up. The number one way to market on Social Media Marketing is to use ads.

Now I was 100% against using ads if you are not aware and if you don't understand the objectives and if you do not have already a solid base and foundation for your business.

However, if you already have a solid foundation, if you already have people who are interacting with your brand, then running ads is a must. Running ads on Facebook and Instagram is still relatively cheap as opposed to the native and the, like print ads, bus ads, and video ads and stuff like that. And on top of that, running ads on Social Media Platforms like Facebook and Instagram is super, super effective when you can combine that with the right strategy. So for example, when we're running Social Media Ads, we're not running ads just to sell people on, Hey, know what? Come to my restaurant, 20% off. No, we don't want to do that. We want to be able to run ads strategically to show people that, Hey, you know what? This is the behind the scenes process of how we make our food. This is the type of food that we offer. This is the type of people that we serve. This is how they feel about our food after they come and consume at our restaurant. This is behind the scenes. This is how everything is made.

Social Media Offering's And then when the timing is right, when you want to promote a certain campaign, you would want to then offer them something in return. You'd tell them that, you know what, there's 10% off. Or Hey, you know what? Come during this weekend for this specific promotion. So at the end of the day, running promotions are very, very strategic. You cannot just send them an offer and expect your customers to return right away. You need to be able to warm them up. You need to show them behind the scenes, you need to be able to tell them a story. You need to be able to show them behind the scenes of how you are working.

· So at the end of the day, when the timing is right, you're going to become top of mind for your customers. And another powerful thing and another powerful way of running ads are to retrofit. What that means, and that's actually where the true power is when you're running ads is when you can retarget people. And what that means is haven't you ever experienced something that you know you were wanting to buy a certain item. Let's say for example a jacket. You want to buy that jacket, you click on add to cart and at that moment someone calls you and you shut your computer and then you go out for dinner, something like that. And an hour later you come back, you open up your laptop and you forget about the jacket.

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So yeah, you have the intent to buy that jacket, but because of the fact that life takes over, you forgot about it completely. And all of a sudden the next day you get an email reminding you that, Hey, you know what? You have this jacket in your cart. Just want to remind you that if you want to check out, you get 10% off, something like that. That's called retargeting. That's showing up in your inbox, showing up in your feed, telling you that, Hey, you know what? You forgot about me, but I'm here. That's the power of running ads. And then the same note, you can actually do the same thing with food and beverage as well. So for example, when people actually interact with your ad, they're like, Hey, you know what? I really like this product. I really like this menu of yours. I really like this recipe of yours.

Great stuff. And next time whenever you have a promotion, you show it in front of my face, now because of the fact that I love your branding because I already love and want to try out your product, I'm much more inclined to actually come to your restaurant and try out your stuff. And that's the power of retargeting. That's the power of being timely with the ads so you're not just running ads because everyone else is doing it. You need to have a strategy, you need to have objectives and you need to be able to retrofit in a timely manner. That's the number one way to market on social media for your restaurant in today's time.

The second way to market through social media for your restaurant is through review sites Social Media Analytics. Yes, review sites are social media as well because this is a platform where people can actually search for your restaurant and your brand. Believe it or not, more than 80% of people that go and eat, a new place, go on review sites like Yelp, like Google reviews, all these different review sites and you need to make sure you have a presence on these different sites. And on top of that, actually, I'm going to throw you another stat did you know that a half star rating increase, okay, accounts for more than 30% of increased traffic. And what that means is that if you have a three and a half star versus someone that has a four-star, and yet you guys serve the same thing, 30% of the time, people will search and people actually go and prefer the place with that half a star more, that four-star restaurant, they would prefer that and they would have 30% more sales than this company, and this brand, this restaurant, which has only three and a half stars, which is the reason why you should pay a lot of attention to review sites.

Okay? A lot of times you may be wondering, Hey, but Wilson, I don't have many reviews, or, Hey Wilson, you know what, my restaurant just started, I don't know how to get reviews. Well, you need to make sure that you are strategically on getting reviews, good reviews, bad reviews, it doesn't matter, just honest reviews, okay? You can always work towards making sure your product satisfies your customer. Now on the same token, if your product sucks, then it doesn't matter if your reviews are not because you shouldn't even be in the restaurant business. I'm saying this if you have a good product that you can actually improve upon, that you can actually serve to the customer, that customers actually enjoy it.

Now, some of the ways to get reviews are in actuality incentive your customers and incentive them with, for example, a drink for every time they come in and show that they have left a review or perhaps having a sign out your door that says, Hey, please leave us a review on Yelp or something like that. Because a lot of times if you don't ask, you shall never receive, which is the reason why you should always, always ask. Just like how at the end of the video I'll always ask you to smash the like button because it helps with my YouTube journey and because at the end of the day, if I don't ask, I will never receive a button like that. So please smash that like a button. But nonetheless, coming back to this, incentive your customers to leave a review on Yelp. Whenever you have it reviewed, make sure you respond to them and engage with your customers.

Whether the review, it'd be a troll review where people are just complaining about you because Hey, you know what? They have bad service because the guy looks like he's always bored at work, but if you're not that bored and it's just how you looked and unfortunately that review is not warranted, and then you can reply, Hey, you know what? And make some, put some character into it. Make it fun. For example, you can be like, Hey, this is how I look. How dare you? Or something along the lines of that. Just make it fun with them. Show your character because people who are actually reading these reviews, they're human too. They understand what a true review is and what are the reviews aren't actually warranted.

For example, it is a warranted review that is a negative one, then own up to it, own up to it and tell the people that, unfortunately, this happened to you. I'm so sorry. Let me make it right to you and actually improve upon it. And people are much more forgiving if you're honest and if you own up to it. So there you go. Review sites do not take this lightly because it would make or break your business. The third way to market on social media for your restaurant is through influence marketing. And what that means is that influences are basically the cool kids in the class. They're the people that people look up to. They're the people that are outspoken and they're the most popular people. They're like prom Kings and the prom Queens. Okay, so these are the people that you would want to bring into your restaurant.

These are the people that you want to reach out to, and actually finds their profile and offer them to come into your restaurant to have a free meal, to actually, you know what? Not pressure them into writing a post, not pressure them to share, but more so just to come and experience what you have to offer. And if you're genuine about that, and if you're not an annoying person about this, a lot of times these influences rises would be more than happy to post on your behalf, more than happy to post their experience at your establishment and that says a lot about you versus food critics or versus anything else. Influence rises are the major players in town and a major influence for your restaurant because a lot of times you can actually leverage their customer base.

They're the people that follow them and a lot of times these influences, they have 10, 20 thousand, a hundred thousand subscribers and followers that actually watch what they have to post. So if they had a pleasant experience at your joint, the majority of the time they can influence their following as well. And case in point, when we first started 720 Sweets, the first day that we opened there was a food blogger who came in and posted about us and the next day, three more of her friends came in and tried our ice cream, we are smoking ice cream, and find that this was a pleasant experience. They actually asked us if they can post for us and at that time, this was five years ago, okay. At that time I didn't know what was influencing marketing, but I just said that, Hey know what? I just want to serve you.

Social Media Advertising, I just want to bring the best dessert to the market. And because of this attitude that we had, we were able to actually have them post for us and talk about their experience with social media. And in turn, we became super busy the third day onwards and within the first year, we expanded to three shops, all because of Social Media Advertising. So this is not something you want to take lightly nowadays, this whole industry has transformed, has evolved, and has matured, which makes influence marketing that much more important. So at the end of the day, if you really want to be able to market and if you want to be able to bring your brand out to the world, do not oversee the importance of social media and do not oversee the importance of Social Media Influence And a lot of times this is where they're going to be able to share through word of mouth as well. When people see your post online, they're going to be talking about it with their friends. So if you deliver a positive experience, a good experience to your consumers, a good experience to your food bloggers and influence, they're going to talk about it even offline and that brings a lot of weight through Social Media marketing for your restaurants.

Now, I know we talked a lot about influence, social media, influence, and stuff like that. However, you did not want to oversee the importance of catering to influence that is offline as well. We're talking about people that are not really on social media, but has a lot of followers and it has a lot of networks, so for example, people that are in the real estate game or people who are in the banking industry, they love your product, they come and try it out and they're like, Hey, you know what? I can bring this back to my branch. Or real estate agent, hey, know what? I really liked this. I want to buy a bunch of this stuff or buy a bunch of gift cards and gift it to my association. These are all things that you do not want to oversee as well. Even though they're not on social media, they too have a lot of influence. They hold a lot of weight through word of mouth marketing. Nonetheless, if you can actually combine the effect of social media and influence marketing with the word Social Media Humanized marketing, that becomes a really strong synergy and a big combo that can help your restaurant market in today's age. The fourth and final way to market on social media for your restaurant is to be able to build a community.

This is something that I personally am an advocate of. Okay. I do not run any ads. I do not run any paid promotions until I can build a solid base, a foundation of fans that love our product, and love our service, and loves us in general because it is super, super important. You don't, if for example, there is no loyalty, there is no way you can demand a premium if people don't view you as a brand. If they don't love you, they only treat you like a commodity. And when you are treated as a commodity, how do people value you? They value you by price.

So if you're not the cheapest in town, if not the cheapest, the most bang for the buck, then they're not going to come to you because they view you as a commodity. However, if they view you as a brand that they love, then they're willing to support your journey and then they're willing to pay a premium, and then they have that loyalty for your brand. So at the end of the day, it doesn't matter if you have competitors that are open around the block, it doesn't matter if you have competitors that open right beside you, they'll still come to you because they want to support your journey and because they're a loyal fan of yours and they're willing to pay that little bit of a premium for your product because they're a loyal fan. Now, having said that, how do you build a loyal fan base? A lot of times this comes from personal engagement. These are things that are not salable. These are things that require one on one interaction, that you need to care for them, that you need to show them that you appreciate them. Some simple gestures like that you are addressing them by their first name, accumulating fans one by one, and knowing your first thousand fans are so, so important for the success of your restaurant.

Address them by their first name, treat them something small. So then that way they feel that, Oh, I'm a VIP. Ooh, I kind of like this. Ooh, I'm special. And in turn, slowly but surely they become regulars and they become loyal fans of you, sharing along with your story. Why is it that you're building this brand? Why is it that you're building your restaurant and what are you working on, what you're working towards? And if they know a lot more about you, understand your journey, understand your story, then they're much more prone to want to support you on your journey for your restaurant. And which is how you can build your loyal fan base one fan at a time. This is something that is not saleable but is essential for your restaurant's success.

Number four is to be able to create that community of loyal fans. And that's going to make a difference between a failing business and a thriving business. So there you go, the four ways to market your restaurant on social media. Number one is to be able to use ads, use ads with an objective, strategic about it. Don't just run ads with 20% off because people don't really attach to ads like that.

You need to be able to tell them a story, you need to show them the product that you're serving, you need to show them how it's like to enjoy your product behind the scenes and tell a story before you run an ad to get them to come in. The second way to market your restaurant is through review sites. Review sites like Yelp, Google, all these different sites. Do not take this lightly and create away, an automatic way to be able to attract these reviews because it's super important, because 80% of the people that decide on where to eat, check out review sites. Super, super important, and never looked like that. The third way to market your restaurant on social media is through influences. Influence real’s are the coolest kids on the block. These guys are the prom Kings, prom Queens, and you want to make sure that you bribed them.

Okay, bribe them with a free meal, treat them exceptionally well, give them a pleasant experience, but ask for nothing in return because if you ask for something in return, it would just feel like it's a stretch. It would just not feel natural. It would feel like it's a bribe. Bribe them in a way that they don't feel like they're being bribed. Okay? That's the art of this. And lastly, number four, create a community. Create a community of loyal fans, so then that way you can step out aside from the crowd and not be compared as a commodity that only competes through pricing. You want to be able to create a community so, then that way you have loyalty and you can demand a premium for your menu and your goods. Hopefully, this has helped you out in building an amazing restaurant. I really hope this has helped you. I really hope you enjoyed this post.

Once again, smash the like button, helps us out a lot, subscribe along the journey. And if you guys have any questions, feel free to leave in the comment section below because I'll try my best to reply to every single one of them. Otherwise, I'll see you guy’s next week. How To Market Your Restaurant On Social Media In 2020.

Tags: Social Media, Social Marketing, Brand Building, Reach Customers, Hospitality Strategy.

Customer Focused Organisation Vs Operations Focused Organisation

2020-06-27T15:07:00.001+05:30

Customer Focused Organisation Vs. Operations Focused Organisation:-

Hi There! welcome to Abs Hospitality academy, Customer Service and Experience Expert and on this post I'm going to discuss six differences between customer-focused companies and operations-focused companies.

Some companies really understand customer service. They know how to hire for it, train for it, and deliver it. Other companies claim to give customer service but in reality, they are grounded in an operations mentality with rules and policies that allow for little flexibility, preventing them from being anything more than just average or satisfactory.

Here are a few observations of the differences between customer-focused companies versus operations-focused companies:Empowerment:

A customer-focused company empowers employees to make decisions that are for the benefit of the customer. They have guidelines versus rules and take the approach that if it isn't illegal, immoral, won't cost the company money (although sometimes that's still okay), and won't harm the company's reputation, then consider doing it to take care of the customer. The operations-focused company requires a manager's approval for anything that is outside of their policies or typical way of doing business. Hiring: A customer-focused company hires people who fit the culture, which means they have the personalities and core values that align with the company's vision and mission. Certain jobs may require skill, but skill alone won't get the applicant hired.

An operations-focused company will hire for skill, filling a position with technical strengths. The applicant's personality may or may not fit with the corporate culture. Training: A customer-focused company spends time and money training for soft skills such as relationship building and customer service. The company recognizes that it takes both, technical and soft skills, to break away from being average. The operations-focused company spends most of its training dollars and time on technical skills and product knowledge. Leadership: The leaders of a customer-focused company set the vision and mission of the culture, and then they lead by example. The leaders of an operations-focused company set the vision and mission of the culture but sometimes will have the "Do as I say, not as I do" approach. Sometimes their behavior is incongruent with what they want to achieve, often leaving the employees confused and less than motivated. People First:

The customer-focused the company knows the importance of putting people first-- specifically employees. They develop a culture of happy, engaged, and fulfilled employees that deliver a better customer experience. Customers like this and continue to come back.

An operations-focused company develops a culture focused on systems, procedures, and the bottom line. While this is important to any company's success, they miss the culture part of the equation.

Customer Service: The customer-focused company looks at customer service as a philosophy to be embraced by every employee of the company, recognizing that there are both external and internal customers.

The operations-focused company sees customer service as a department. Well, I hope you enjoyed this short lesson. visit on https://abshospitalityacademy.blogspot.com. There you'll find more information about my posts, as well as over 25 customer service articles that you can read and share with your colleagues. Thank you very much for reading.

Tags: Hotel Strategies, Brand Building, Customer Retention, Operation Management, Customer Satisfaction, Marketing,

10 Ways To Create A Customer Centric Culture

2020-06-27T14:51:00.001+05:30

10 ways to create a customer-Centric culture: -

Building A People-Centric Culture For Success:-

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Hello! Welcome to The Abs Hospitality Academy, Customer Service, and Experience Specialist and in this post, we are going to talk about 10 ways to create a customer-centric culture. How to create a customer-centric culture? Start on the inside with the staff.

Now, I have written and blogged a bit about this, and if this topic is important to you, I hope you read some articles on https://abshospitalityacademy.blogspot.com. At this point, here is a list of things that can help you create a customer-centric culture :

No. 1 Define customer service culture:-

This is where Customer-Centricity begins. Start with the mind in mind. What is the best customer service experience for your customer? From there, decide what that experience will give.

No.2 Communicate the culture:-

Have your employees really understood the company's mission & vision of Customer Culture? Make sure it is easy for all employees to understand - even the memory.

No.3 Rent for Culture:-

You have to put the right people; Talented people and therefore need customer care. But there is still a lot. You also need employees who have the personality to synchronize with the culture. It is different from the perspective. Do not confuse them both.

No. 4 trains to culture:

You can hire great employees, but regardless of their excellent background, if you do not train them for your company culture, you cannot assume that they are great for your company. Specialize in soft skills, start training directly; Your customer service expectations, and your core values.

No 5 Everyone should participate in training:

Everyone, including corporation leadership, should participate in the training. Think about the negative message that can be perceived if the leadership in customer service training is not complete, especially as it is very important for the company.

.No 6 behaviors:

Everyone should be sharp and have a work pattern to emulate leadership, especially for others. Treat each other with the same respect and esteem as you are a customer - maybe more.

No.7 Empower everyone as the Customer Service Leader:

Once you have defined your customer service standards, do not engage your employees with the terms and conditions. Instead, allow them to meet standards that satisfy them.

No.8 Identify others when they are doing well:

Tell people they are doing a great job. Identity may be the motivation they need to pursue or take it to the next level.

No.9 preserves culture when needed:

Preserving the company culture is everyone’s job. If customer service standards do not work, you have the opportunity to practice. Hold it to help the worker make it more successful in the future.

No.10 Celebrate the moment:

When all of this is working, tell your people. Employees love to be praised and respected. Celebrate when they are doing a great job. This does not mean that there will be a party every week. It may be recognized at the weekly meeting or mentioned in the company newspaper. Or, it could be as big as the annual awards dinner. However, I hope you enjoyed this short lesson.

Please visit my website at https: //abshospitalityacademy.blogspot.com, where you will find more information about my post as well as more than 25 customer service articles that you can read and share with your colleagues.

Tags: Customer Culture, Loyalty Program, Customer Satisfaction, Brand Building.

How To Exceed Restaurant Guests Expectations

2020-06-26T14:56:00.002+05:30

How To Exceed Restaurant Guests Expectations:-

How To Exceed Guests Expectations In Restaurants:-

In this week's post, I'm going to teach you my number one tip beyond your guests' expectations.

Hello everyone Myself - Abhijeet: author, speaker, restaurant manager, and founder of Abs Hospitality Academy.

Now, in a previous post, I talked a lot about what great restaurant customer service is and we conclude that great restaurant customer service comes by doing well and if you have not read that post yet, go ahead and go back to the blog here and you can read that post, But today, I'm going to teach you my number one tip beyond your guests' expectations.

It is important that we do not meet the expectations of our guests, but that we Exceed Guest expectations.

Now, you need to make your guests more than one percent, but the only way we can do this is to first find out what your guests' expectations are.

This is not a detailed post about all the subtleties that Exceed Guest Expectations.
How To Exceed The Expectations Fo Restaurant Guests.
I'm leaving very quickly now, here you have to give my number one tip beyond their expectations.
Now, oh, I know you think that is stability.
No No No No I'm very serious here.

The first expectation of your guests is that it is exactly the same or better than last time.

If they last had a bigger share of French fries, they would expect a bigger share today.

If it happened faster than last time, they think it would be faster today.

If the last time their steak was fully cooked, they expect it to be fully cooked today.

If the restaurant is loud and disgusting and funny and whatever it is, that is what they expect today.
Therefore, you can do everything to impress your guests, but if you are not consistent, you will not provide everything perfect - maybe with some improvements, but at least - Every time someone comes to your restaurant, you are wasting money on marketing, you are probably emphasizing all the wrong things: the cost of your food, the cost
If you are not consistent, you will not even start Meeting The Expectations Of Your Guests, and not every task you do will happen.

Tags: Customer Expectation, Customer Satisfaction, Exceed Expectation, Anticipate Need.

Customer Service Vs Customer Experience

2020-06-26T14:32:00.004+05:30

Customer Service vs Customer Experience: -

Customer Service Vs Customer Experience

List the companies or businesses you visit frequently and list five companies, for example, on the right, “I go to this restaurant once a week.

Why should I go back for a reason. . . "I attend this nutriment place hebdomadally. Why. I go to this store every month to shop for clothes. Why do I go again? I go here to pick up groceries." What is the reason? And the reason is usually one of these six reasons, which is going to give you a lot of clues for your own business.

# 1: You get there faster. Why? Fast food - I do not like sitting. I want to skip most of my diet. This is what I wanted. I want nothing. I need fast service. So you go somewhere faster

. # 2: Quality can be quality. What is quality? This is good material. These are good clothes. Anyway good quality is good and I am willing to spend more money but I am going back for quality.

# 3: I go there because of luxury. I have been buying a Mercedes my whole life because it is a luxury. I like going to this restaurant because it is a luxury. I want to live in W because it is a luxury. I want to go. . Because you feel luxury.

# 4: User Friendly User friendly. I would go back to this place, it was so easy. I will go back to this website because it is so easy. I love using this app because it is so easy to use. Easy for the user. It's so easy. I love the iPhone; It is user friendly. I like it, it is user friendly.

# 5: Customer service and another customer service. Now most of the time businesses are saying, "Cheap, fast, best for us, most luxurious for us, most of us have excellent quality, we have user friendly, it's very easy" or the best customer service. Now, customer service is usually boring. And in general, the entrepreneur does not need us to care much about customer service because it is a kind of, oh my gosh, customer service?

Will be a bit. It's cheap! Look, this video did not get many views. You can see it. Because it’s not an exciting thing. But this is a very important point. When I explained to you. When you think about customer service, what companies do you think about?

Look at this, people buy BMWs. Do you know why? He did it because of the service. You leave the BMW, take another and you go back. So BMW has a reputation for having incredible service. Now. Range Rover may be a luxury, but it does not have great service. But they are also famous for luxury. So what is drama? You go to another car and it is cheap. Hey, I'm going to buy a Ford Focus.

I'm going to buy it. Because it is cheap. There are things you can think of. Tesla is user friendly. It's easy. Right? Customer service. You go to Xyz, I don't care what it is. This is a story you can find online after an old woman went back to XYZ. It was written about books. The boy walked over to Jez and said, "I bought this tire from here." “We sell tires,” the treasurer said. "No, I bought it here. I want to give it back." "Do you have a receipt?" they are not having the receipt And the guy said how much it would cost and XYZ said, "Okay, we'll take it back". And they said we would return the tires, they were going to throw that tire in the trash, but customer service is very important to them.

Now there are some places where you have bought anything, no return policy. We will not take it back. Not us. they don't care to have one-star reviews because their policy is, I do not care to return it. You buy it, you got it, it's gone, we're not taking it back. Mattress companies sometimes do that. Some of them do certain - no, you've already laid thereon. You've already done this.

We are not taking it back. customer service. If you think about Amazon, Amazon got great customer service. I think of Zappos. We went and took a private tour of the Japos headquarters. They will be on the phone with you and talk to you. They will really ask you how things are, hey let me order pizza for you. Hey, let me do this for you. It is the constant customer service that people refer to them. Apple is known for its great customer service. Southwest Airlines, when their attendants tell jokes that they say, "Hey, if you have to do this, make sure you put a mask on yourself and if you have two kids, choose the one you like more. You join it. This is a very, very valuable way to build your business.

So now the question is what is the difference between customer service and customer experience. Pat, what's the difference? Isn't it the same thing? no, at all. Why? Let me explain And I will simplify it for you and it will be on your mind. Think of customer service as reactive. And think of customer experience as proactive. what does this mean? for example. Here is customer service. "Thanks for calling AT&T. How can I help you?" Very good. Do you have any other issues? Have I met your service request you asked today? Okay, please take this recorded call and survey that we are doing. . . Reactive. Customer service can be a customer is upset, you handle it, you react, you resolve. All good

Customer Service Many thanks, please, can I stop you, please? thanks for your cooperation. Thanks for listening. thanks for understanding. Thank you. . . This is customer service because it is reactive to something, right? A customer buys, here's your receipt, thank you very much, have a nice day, would you like to buy it too? Would you like to upgrade your service? customer service. That is customer service. And by the way, very important, customer service.

Now some customers are very good inexperience. To a large extent once you go from here too and you graduate here [customer experience]. Explain what I mean by customer experience. Look, whatever business you run, if you have got 100 customers, then you will usually be ready to tell me that you have just a few VIP customers. Everyone is a VIP customer. It is not about discrimination. American Express VIP customers have been named black cards. American Airlines VIP customers are designated Executive Platinum or Executive or Gold Members, that they have priority seating, right? A VIP customer can be called Beauty Insider for oyster hora makeup for women. Sepoy Hora does very well because they have this beauty insider group where the girls who are part of the beauty insider get samples sent to them before everyone else. He is a soldier.

They do a fantastic job with Beauty Insider which works very well. They get it before all other customers. Your VIP is VIP Amazon Prime. There are many of them that I can give you. VIPs, you are hoping to get many of them here [Customer Service] to convert to VIPs and they only change here, depending on whom? customer experience. So what is the customer experience? Active. Proactive is the way you treat them. description. Customer experience is all about the details. So if I say American Express Black Card, or if I say Visa Black Card, Master Card Black Card and they'll tell me, "Hey, we just want to remind you, your anniversary is coming. Your wife's birthday is coming." Any plan? We see if you want to do the same thing the last time you went to the Barak Hotel? Do you want me to look for something? You. " Customer experience

Then they send me an email and they call me. When is a good time for us to get on the phone? 15 minutes. So let me tell you what I found. If you want to do something very extravagant, we found this one place and we can do this experience and . . . and it does unique and let me tell you what it is. You're wife's really going to like it. Tell me what things your wife likes. Experience. Experience. Amazon could leave there and find exactly what belongings you buy and see your buying trends and that they offer you a far better experience. It doesn't matter what it is. it all goes to the experience part. Or you enter Apple and you ask one among the blokes at Apple and that they ask you wish you're a daily person. You don't feel like you're scripted -- too much. Although they have a script as well that they've got to follow. But it's just talking to you. Zappos the same way. They're talking to you. They're listening to you. Tell me about. . . how's your day? You don't hear too many "regular" customer service people companies saying, "So tell me about your day." believe that tiny little side question that you simply call somewhere, you call Chase for customer service.

Yes, I'm trying to handle this. . . Okay, great, let me place you on hold. Let me see what I can do. Do you have a case number for this? Okay, thank you. Okay, have a great day. Bye-bye. Done. Instead, okay, Patrick Bet-David, thank you so much. By the way, Patrick, how are you today?" and. I'm going to give them, "It's okay. It's great" then I'm getting to ask what? "How was your day?" "Oh, my day's great. Thank you for asking. By the way, thank you for your loyalty. I can see you've been with us for 10 years. We appreciate your loyalty to us." Hey! Somebody appreciates my loyalty. I'm a loyal human being. No problem, I've been a loyal customer. We're proud to put, "I've been an American Express cardholder since 1998" whatever it is. Loyalty, right? Hey, we appreciate you. Thank you.

And the more you'll take people from here the higher off you are going to be together with your business. Let me help you think about it maybe in a way that will make sense to you a little bit more and we'll wrap up this episode is this. So when it comes down to the dating game. Just think about it this way. There are tons of individuals that just boom. They want to go out and be promiscuous. All good. It's a philosophy, if you want to do that, that's good. In business, if you treat your customers like that or maybe women like that, your reputation spreads. And it isn't always the simplest reputation to not treat people properly.

So then there is just one-night stand philosophy. Then there's dating philosophy. Then there's marriage philosophy. Your VIPs are marriage. Your VIPs are marriage. Your VIPs are folks that go from dating to marriage. They're kind of trying your product. They like it. Ah, um, great. Wow, they treat me so well, i would like to marry these guys. And I want to go there regularly. And then I want to tell other people. They become your best recruiters.

VIP members become the best recruiters. Best recruiters. They recruit for you for free. All that million-dollar ad on T.V. that you'retrying to do or whatever it is you're trying to do, you don't have to do it. Because they're doing it for free - if you convert people into VIPs. They are so valuable. This is why some companies, there's nothing different Zappos does apart from the very fact that they create incredible customer service. They don't make shoes. They don't make shoes. Zappos doesn't make shoes. They're not Toms. They don't make shoes. It's a service. It's purely service for them. They give incredible service. They send you a return, you don't have to pay for the return if you don't like it, they'll pay for it. It's purely a service game. They're not playing the cheap game.

They're playing the service game with you. It's so valuable and then all of a sudden, Zappos gets valued at, it was bought for a couple billion dollars, whatever the number is. Abhijeet Salvi is a customer service guy. So I know a lot of times especially startup entrepreneurs are people that you want to become a millionaire yesterday. I get messages, "I want to be a billionaire by the time I'm 35 years old." That's great, you know.
I had a conversation this morning with a lover of mine who's one among our executives in our company, he's a doctor, Dr. Cooper. He and that I was having a conversation together and he said, "Pat, somebody came and told me something about why I chose to figure with you, and he said, all I said is my entire experience of working with you, how it has been. And he's going into this whole story what he's telling me on this call we're having, early, early call that we're having here this morning, which was a desirable call. I'm sure he appreciates that decision, but that's a shout out, he and Tasha just had their 20th anniversary. So we're having this call together and everyone he was telling me, while I'm listening is our experience together, why he's still here. He left a six-figure job to return here. He was a principal, the youngest principal within the San Bernardino Valley area. But he came due to the experience he had and he's my customer.

Now we've become excellent friends, so it's past a VIP. and therefore the more we've of that, that we treat people properly, the more they tell everybody. Your business gets stronger. you cannot have this wam bam sort of a mentality and your business isn't growing because you are not listening to your customers. So return, again, the initial exercise, make an inventory of the five businesses that you simply attend regularly and ask yourself why does one return. you'll be amazed how all of them will generally have one among this stuff here. one among this stuff here. Now you'll say, convenience, it's extremely close.

That's a part of fast. So any of that stuff that you simply write down goes to be a part of one thing. And what am I able to categorize as a VIP customer for me? What does one categorize as a VIP customer for you, and what are you able to do to market more people from regular to VIP customers? That in itself goes to form you plenty of cash, counting on how big you would like to create, it'll do one very, alright growth-wise, word of mouth, people want to try to business with you often over and over and once again. lookout everybody. Bye-bye.

thanks for reading.

Tags: Customer Service, Customer Experience, Customer Satisfaction, Customer Demands.

What Defines Great Restaurant Customer Service

2020-06-26T14:02:00.005+05:30

What defines great restaurant customer service?

Keys To Great Restaurant Service:-

I'm going to tell you all about that in one second. Hey, everybody.
And what defines great restaurant customer service?

I hear this all the time. I get phone calls all the time from clients that tell me reviews are saying that they do not have Great Restaurant Customer Service, they have better customer service, they’re getting complaints about Restaurant Customer Service, and therefore the first question I ask is, “Why don't you tell me what you think that great customer service is?” I know my staff has to answer phone calls more courteously and need to have more knowledge about products to explain to our customers and while that each one encompasses customer service, apart from the “you should never say no to a customer” part, I do not believe that in the least, there are times you ought to definitely say no to customers.

The first is if you haven't already, will you subscribe to my abs hospitality academy. Two, if you haven't liked this post, will you go ahead and click the like button? Actually, don't just click it. Will you smash that like button and tell the world that you really enjoy this, because the way that I can continue to bring you all this great free training is for my message to expand, for more restaurant owners and future restaurant owners around the world to be watching this, and so the way to do that is to like my post.

Leave me a comment. Tell me you love the post. Tell me you'd like to see something else in a post. If you need more detail on a certain area, I can write another post about that, but if you can go ahead – in a couple of second snow, it's going to come out – if you can subscribe, like, and comment, that would be great. tell you about what I do and how you can get more involved and how you can get more free stuff and all that.

Go ahead and click on those, and have an absolutely wonderful day. Thank you so much.
There are specific ways we do it but don't ever train your staff to never say no to customers. Anyways, back on track here. So, all those things are great. Those are skills. Those are specific items to train on and you should. You need to train your staff to be more attentive. They should do table check-ins. They should be looking at the table. They should be checking upon them. There should be a great greeting when they walk in the door. There should be a great greeting when they answer the phone. They should be friendly, but a lot of that comes from very specific training, and then, of course, who you hire.

My wife and I recently went to lunch at Xyz restaurant here in town, and the woman at the cash register was so nice and wanted to help so bad but she was lacking any kind of, like, normal social skills. So, she would ask us a question and then would go on and on and on and on after we answered for, like, literally 3 or 4 minutes, and wasn't picking up on the social cues that this conversation was over. You can't train on that. That's just a bad hire and nothing against that woman but she just probably shouldn't be doing that.

So, back to what defines Excellent Customer Service. I want to wrap this up for you and put a little bow on it really quickly here. We can define Significant Customer Service in one statement. One clear statement defines Prominent Customer Service, everything else that we do adds to this, but the way that you provide great customer service in your restaurant is by exceeding your guests’ expectations. That's it – exceeding your guests’ expectations.

Now, how we do that is a little more detailed, but, just remember, in order to exceed your guests’ expectations, the first thing you have to do is know what your guests’ expectations are. Then, all you have to do is go 1% one percent above their expectations. So, one quick example I like to give when I'm talking about this concept of exceeding your guests’ expectations is, imagine you have a very busy lunch restaurant. When customers come in for lunch, at the host stand, ask them one simple question, “Are you folks in a hurry? Do you have a meeting or do you have to get back to the office by any particular time?” If they assert, “No, we're just here to relax,” seat them on one side of the dining room... We have to get back by a certain time,” seat them in another part of the dining room. So, all the people in the hurry are on one side. All the people who are just there to relax are on the other side.

Your staff knows this, your managers know this, and now when they come to the different sides of the restaurant, like, if someone asks for something, they know which side they need to react more quickly to, which side they need to be a little faster with. Also, when your server greets any table that's sat on the side that they're in a hurry on, the first words out of your server's mouth should be, “The host informed me that you're in a hurry. Let me know what time you need to get out of the restaurant and I'll do everything in my power to make sure that we do that for you.” They should suggest items that can cook faster. Someone orders something that takes a long time, they should say, “Hey, I don't really think we're going to be able to get that done in time for you.” Let me get your drink order now, and when you come back, be ready to give me your food order. That way I can get you out of here on time.” That is Distinguished Customer Service. That is exceeding your guests’ expectations. I hope you enjoyed this week's post.

Have a wonderful day. I want to thank you for reading my post. If you can do me three really quick favors right now, very quick.

Thanks for reading my post:

Tags: Great Service, Restaurant Service, Hospitality Industry, Brand Building, Customer Retention.

How To Succeed In Hospitality Industry

2020-06-25T16:07:00.000+05:30

How To Succeed In Hospitality Industry:-

Key To Success In Hospitality Industry:-

Welcome back to the coach on the program. where we are with the hospitality students today talking about the growth opportunities in the service sector are talking about the challenges we've discussed multiple things we've discussed, how to succeed in interviews, we've discussed communication skills, and let us now move forward to the next question... Good morning sir my name is Sahil and my question is how to succeed in the hotel industry and what skills are required to succeed in the industry?

Thank you!. I think this question is common to a lot of the students here today. What should I do? What is the sort of skill set, the mindset I should develop to succeed not only in the hotel industry? I'm going to expand the scope a little bit to how to succeed in the service industry. With me on this? Because you never know where you're going to end up.

You could start your own restaurant, your own cafe, you could work for a catering company. You could be an entrepreneur, you could work for a restaurant, for a hotel, for a conference center, you could go into the aviation industry for a cruise ship, you could work at the front desk, you could study other subjects and grow into you're doing a whole lot of other things so in the service industry I am trying to capture the key essence of some of the things from my own life and from the success of other people that I've observed in the industry how they succeeded in this industry. And I have five very important components for you, for this question which was common from all of the students.

What should I do that Succeed In The Hospitality & Service Industry? Number one: These are all very simple things let me tell you. Very simple things which we don't practice and because we don't practice we don't get the results. You know how life works? Sometimes the greatest wisdom lies in the simplest things. We know it! You know those things because we don't practice them, we don't get the results. It'snot very complicated. Success in this industry or in any industry, it does not have to be complicated. It's all very simple things, why did you practice them? The problem with our generation is, we are so busy and occupied with social media. What other people are doing. We are a distracted generation.

You're looking at we're gathering more information, we're looking at what other people are doing but we are not committing to going deep into anything. Become the expert on something. Commit your life to something. You're a chef, sir! How much effort can you put in about learning about everything even the flour that you use, the gluten content where it's coming from, the moisture content, where is the best products I can source from. What is the exact procedure of this thing? How will this taste, how will that taste? So unless you go into deep into something you've got to become the master of something and then only you will be able to go into a position where and now you're able to offer your expertise.

The first point, very simple: Develop a healthy sense of pride and passion in your chosen profession. Well up a healthy sense of pride and passion in your chosen profession. Problem with India, the particular is we have not always kept in high esteem professions in which we need to make up with hands dirty. Yes or no? Some people have ashamed of getting their hands dirty. I personally know people who will qualify to be chefs. Who study to be chefs but then they decided oh this is not the sort of job I want. I would rather prefer a job which has a better perception which means I wear a suit and tie and I am an accountant at the firm. They would rather be an accountant, not been a chef. But if you want to succeed in this industry;

Develop a healthy sense of pride and passion. Okay? When I was a restaurant manager in my early years, in the early part of my career. I had some Stewards who were working with me. Trainee Stewards! Very good families, very good Hotel schools. That's the first job right! If you're in the service food and beverage service. Get to be a trainee Stewards. Many of them had not told their families that they're working as stewards in restaurants. So I had like a few of my Stewards run to the back area oned ay. I said what happened? Sir my relative from my that person who lives in my city has come is visiting is just enter the door so I can't face him like. You're one of them? My viewers if you're in the service industry and you feel ashamed of doing what you're doing. Its success. You have to be comfortable with this and you've to take pride in doing this. Pride in your appearance, pride in the fact that you are serving, you're adding value. Take pride in your profession. A healthy sense of pride, self-respect, and passion. Act one of the world's premier hotel companies.

The organization called Ritz-Carlton. Ritz-Carlton credo is: We are ladies and gentlemen serving ladies and gentlemen. Whats is the credo? We are ladies and gentlemen serving ladies and gentlemen which means we are no less than our guests. We choose to be in the professional service that's what we do best, that's what the world knows us for. We are ladies and gentlemen and the profession of serving ladies is a gentleman. So you've got to have that sense of passion and pride and love and respect. If you don't respect what you do. Chances are slim somebody else will. If you're ashamed of yourself and your chosen profession, don't expect other people to do it. If you don't love and respect yourself. Don't expect other people to give you that privilege. It must come from within.

If you're ashamed of telling your friends who are engineers or IT people or you know or bureaucrats are doing government jobs or whatever that you work for a hotel. If you're ashamed of telling them that, sorry you have to change your attitude, you have you change your outlook of how you are perceiving your profession. If you are in a frame of mind where you' rethinking oh the hotel industry for me is something only temporary. I'm doing it only for a few years and then I would like to move to a job or do an MBA and do this. You're wasting your time.

This industrial demand from you the ability to do physical work. The ability to be hands-on, the ability to take care of situations no matter what they are.Right? And you have to demonstrate that ability. If you would rather be doing something else. Do it please. Don't waste your time in the hospitality industry because this industry will demand or any service industry will demand a hundred percent of the time of your effort and your skills. Leave in the dignity of Labor and most importantly work every day the sense I work makes a difference.

What's the man there believing that my work makes a difference. Take a deep breath in. Shake someone's hand on your right and left and remind them: Your work makes a difference. You're going to be a better chef. If you work with that mindset. Yes or no? But my work makes a difference. If I make a good dish, the person whoever is ordered it, he's going to feel good. Right? Good food can change your emotions. Right? Good service can change and make or break your day. You go to a restaurant, you get good service, a five-star service. You go into an airline you get five-stars service and change your emotions, it can change your day.

You can feel better. Right? So you've got to believe that I'm not in a useless dead-end job. My work makes a difference and that attitude is what will take you to the next steps of the ladder of growth of your industry. Right? This is a very very important component to have. Work, believe in that dignity of Labor. I worked for a restaurant chain in the UK which was run by a Punjabi family of Indian origin. Mr. Dhaliwal senior, who's I believe is passed away ever since wonderful wonderful gentleman and I remember him one Saturday morning outside his restaurant when the housekeeping staff had been turned up with the sweeper to took the broom and is sweeping the outside himself. Multi-millionaire.

Multi-millionaire and so many restaurant chains pick up the broom and they started cleaning outside himself. So what happened is that all the housekeeping stopped they didn't turn up today. Somebody has to clean it. Those are the sort of people who will succeed in this industry ones who are not ashamed. I go to number four now straight from one to four. The ones who are not ashamed to roll up their sleeves. No matter if you're wearing a $2,000 suit. Roll up your sleeves and say okay we have a situation where let's handle it. This industry is for those sorts of people. The one who says no no no we will sit and we will wait and we will watch and we will write a memo about it or we will create a video about it.

This industry is not for you. This industry is for people who have the ability to adapt. It's going to demand multiple skills from you. You will be a security person someday. I've had situations as a food and beverage manager when I have to do the job of the security person also because the hotel does not have full-time security staff. One of my bartenders who are being abused by a drunk customer. Physically threatened but step into that situation and take care of your team. You've got to do what it takes to take care of the situation. Therefore adaptability! You're someone who's linear.

Thinking step A step B step C, let me open the manual and see what the manual says. You're someone who can roll up your sleeves, you're flexible, you can adapt, you're creative, you can jump from one situation to another. You can reinvent. It's definitely because they're entrepreneurs. I remember Sahil. You post that question about entrepreneurs Entrepreneurs you'll have to be your own accountant folks. You have to manage your cash flow also, you'll have to do your own purchasing, you'll have to do your own quality checks, you are your own housekeeper at times. You've got to do 10 or 15 jobs. You are your own marketing department.

You are in your own branding department. You're doing so many jobs and then you are doing your core thing which is the catering business. Well, this is a key skill to succeed in the service industry as an entrepreneur and as a profession is adaptability. We move to number two which is developing a service mindset or a service DNA. What is it one of the key things of succeeding in this industry? Developer! What mindset? Service minds. Also a service DNA. It's been 12 years since I've moved from the hospitality industry that I've been the motivational speaker a keynote speaker at a coach. But to date, I put on the most suit in the morning and I'm standing in a hotel lobby anywhere across the world. I don't know it's something in my body language. People still come up to me and they think I work for the hotel. They will ask me for directions; do you know where their conference is? Do you know where the restrooms are?

on which floor the bar is? Do you know what time the gym opens and I'm looking at me? Am I wearing a name tag for this hotel am I wearing the name tag of this property? I'm not. But there is something that was become a part of my professional DNA. One question which is called how can I help you? What's the question? How can I help! In my nine years in the hospitality industry, this question served me well. Single question how can I help you. In my 12 years as a motivational speaker, this question has served me very well. Same question, different professions. Okay! Still, before I go on stage, I asked my audience in my mind: How can I help this audience, how can I help you. It's now on a stage earlier used to be in a hotel lobby. Right? The platform has changed, the driving force remains the same. If you develop a service mindset; How can I make life easier for my customers? How can I make sure they have a pleasant experience. They come to eat food in my restaurant and if I'm a caterer when they are having that conference or whatever they're doing.

If I'm a housekeeper. You know how can I make life easier, beautiful. If you love to serve if you love to make other people feel better if you find joy in serving other people. This industry will take your blesses. This is really really important. At the same time, so I'm skipping them all over the place. Bear with me! There are no sequences in these points. At the same time, you also have to develop an entrepreneurial mindset. What is it? Entrepreneurial minds.Which means think like a businessperson. Even if you are in a job, think like a business owner. But no matter I have a service mindset but I also got to take care of things like my cash flow. I also have to take care of my costing. I also have to take care of how long things are staying with me, cycle. So I'm not tying up too many things in the inventory. I also have to think of things like projections, how much food we're going to sell or the next day, how many rooms we're going to sell. Revenue optimization other things. So along with the service mindset if you go to this thing which is what? Number five is an entrepreneurial mindset which means what? Learn to think like a business owner. I'm working as a steward in the restaurants. Okay? One situation is I think oh I just get only paid 4,000 rupees/month. Why should I bother? I'm getting four if I'm thinking from that perspective what my body language would be like, casual right. I'm not too bothered. Next thing I'm thinking I own this restaurant or someday I will own a restaurant like this. You certainly see a change in my behavior? so no. Now thinking from a different perspective I'm thinking like a business owner. Thinking about this job today is the training for me to be a business owner tomorrow.

How can I cut costs, how can I save on air conditioning, how can I market my products effectively, how can I get more customers to come in, how can I share this feedback online? Sir, would you go to one of the websites where food feedback is their feedback about restaurants, it could visor, zomato. Right? Maybe a Twago and others. Right? So I had a good experience. The restaurant doesn't say go get feedback but I say sir would you go to TripAdvisor and do this? Right, I'm thinking like what? Business owner, entrepreneur. Right? Come out of this mindset of it's only a job. Get the point? If you think is only a job and you work from that perspective, you're going to be stuck in that thing for the rest of your life and then you will blame your stars and you'll blame the industry. No! Think from day one then they go into the industry.

If this hotel would be built by my money what how would I like to work? Think form that perspective it's very very important. Right? But at the same time so this is how can I go the extra mile? How can I make life easier for my customers? This is a service mindset. So let's cover the things. Let's just wrap up. I have one thing left. Let's wrap up. What we talked about for succeeding in the hospitality industry. Number one was a healthy sense of pride and passion. Number two was to develop a service mindset. Always think about how can I make life easier for my customers. Number three is what is left so let's move on. Number four roll up your sleeves and be flexible. You don't have to go 1,2,3,4,5 in this industry. You've got to be flexible. Okay? Number five was to develop an entrepreneurial mindset. This means to think like a businessperson, think about cash flow, think about revenue projection, think about revenue optimization, think about branding, think about marketing, think about all those things. Expand your horizon beyond the job. You're not just an employee, you're a future entrepreneur, you're a future job creator. Start thinking like this. And now the most important thing, the most important skill. Not only in the hotel industry but in any industry. Learn to initiate! Take a deep breath in please... and say out loud: I will learn to initiate. Which means I will be proactive. Initiate a conversation. You're working in a hotel lobby and you see somebody is lost. Will you go up to that person and say sir can I help you. Are you looking for something and I be of any assistance to you? If you're just standing there. He is looking around and after four or five minutes that person has to come to you and say you know where this conference is. You're not doing your job and your job will be replaced with the computer tomorrow.

Let me remind all my viewers on YouTube as well and all of you as well. If you're standing there then we can replace you with Sophia the robot. Yes/no? And the person will come to Sophia the robot and say hey Sophia can you tell me. Voice recognition systems are world-class these days huh. Hello, Sir, I can you point me to the conference room please and Sir I will tell you where it is. Take your first right, go two floors down and you will find the conference room on your left. This is what Sir I will do.

This is what many hotel people do also. If a human being is there and says sir come let me show you the way. Says you sir go down this elevator, take your first ride and the conference room is on your left. Sir, there is two conferences downstairs. One is for this company. The other one is that company. Which company are you with sir today. I'm with X company. Sir thank you! The conference for X company is on the right side. The other one is on the left side. This is a human being. Yes or no? The machine is going to stand there. If you're standing there, you will be replaced with a machine. Mark my words! But if you're being proactive. If you are initiating. You're bringing in the human element, empathy. If I would be in a 5-star Lobby & I'm lost. I want somebody to help me. Yes or no? And I extend that same privilege to my customers. Learn to be proactive. If you see Michelin star restaurant. World-famous. But you see one customer comes in and he doesn't look too happy with the food. The machine will not detect this. Maybe they will. The next thing is that the watch on the wrist is saying a message; Did this customer doesn't look very happy with their with the food. That might happen but for you as a chef, for you as a restaurant manager, you go up to that person and introduce yourself. That is the initiative. Yes or no? My name is so-and-so and the restaurant manager. How does your food experience going so far? Did you enjoy your appetizers? Are you enjoying your main course, are you being looked after by our service team. Is there's something else I can get for you? Is what, all the art of initiative. Learn to ask questions. Learn to initiate a conversation. It's really really important. I call it the power of going the extra mile. In Chinese philosophy, they have a wonderful belief. They say only when you go the extra mile, you become a free person. Believe in you or the extra mile. You'll become truly free or that you are a slave, for the Chinese. If you've been asked to take 1,2,3 steps in your job. This is exactly what you do. You take 1,2,3 steps. This quotation is saying you're a slave. You take step 4, Step 5 on your own or you're free. There's nobody asked you. Take step 4 and Step 5 You put them on your own and you're operating from freedom. You're operating from freedom, you'll get a lot more in return. Get this? You are only restricting yourself to that thing. You will be among the millions of other people.

The extra mile is never crowded. You know where the crowd is. You know where the crowd is... behind the line of expectations. Behind the line of minimal requirements. The crowd is all there. You crazy people decide to cross that line and go a few steps ahead on your own. You'll never find traffic on this route. You know why? Not many people will do this. Out of a thousand of two people; there's no competition.

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Tags: Success, Hospitality Industry, Passion, Hard Work, Dedication.

Amazing Steps For Resolving Customer Conflicts

2020-06-25T15:26:00.000+05:30

amazing steps for resolving customer conflicts:-

Essential Conflict Resolution Skills:-

Alright. Today, we have got a stimulating topic. We're talking about Conflict Resolution Strategies For Customer - Because we will make it worse. Okay, so you guys know what's coming.

There are 3 simple steps that I'm excited to listen to. I have never heard them yet but I do know that ABs H A got 3 simple steps that she does, you recognize to handle conflict like this with customers. But to start out off... I saw this in action. Maybe you're thinking... Maybe you are doing not even think that this is often Customer Conflict. But there was an e-mail that was sent. And... Okay, you're smiling.

We're making... There was an e-mail that was sent and therefore the way I wanted to reply, the way that you simply responded was awesome. it had been amazing. It was... It got the work done, it shows professionalism, it shows respect, it made everybody happy. Like, seriously?

But... I mean, how did you would like to react and the way did you react in such a tremendous way. Well, I feel that is the no 1 thing that you simply got to remember. And this is often not the three-step process yet. But in any customer conflict experience, you've got to see your own emotions at the door. Because it is often very easy to reply and... All conflict starts with blame.

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Conflict Management -So all customers, whether they're having any problems or something's wrong, something's ripped, something's broken, something didn't work, somebody didn't fulfill something starts with blame. then it is often very easy to reply with either blame back or blaming people or other circumstances. Which escalates the circumstances rather than diminishing the matter and solution. then it's interesting whether you're handling haters online or whether you've got a customer who comes in and is mad about their purchase or maybe through email. you've got to work out the way to check your emotion sat the rear and say, "Wait a second. How am I able to resolve this without allowing my very own defense reaction to mention wait a moment, your being mean to me and that I didn't really do this or you're misunderstanding" to make sure that you're responding during how that gets results rather than continues to feature more emotion, more emotion, more emotion and more emotion for bigger problems.

Which yeah, that makes it worse. So, I have grown a lot in this regard. But I still got a long way to grow. I know the biggest thing that I've recognized is that defensiveness or trying to defend my self because when customers reported a problem, I would instantly go into defense mode saying you know, "Well, this is what we did and this is what we had in our terms." And like, never, never helped the situation. It never made it better, it always made it worse.

Right. So, in one case it made it so much worse that... And I can't remember the exact domain. And it's like, you know, I was like, "Man, I made this situation so much worse." That... yeah, to try to find that, "Okay, Realize don't try and defend. I'll filter my written response and go back like, "Okay, is there anything here where I am trying to defend myself?" And just remove all of that. That's been a big, big help. I can see that. It's really tricky because like you said, we want to defend ourselves and in the end, that's not going to lead the results that need to happen in the conversation? But that is our first instinct. And so I always give my self a break and say, "Wait a minute. Okay, before I respond, what do I say?" whatever.

Taking that break can help you get to the actual results of the situation rather than the emotions that comes first. So, ask me what superpower I would want if I could have one. I would want to be able to freeze time. That would be a super awesome human or superpower. Anyway, that would be cool because then at the moment, you know, something happens, it's really hard to pause because time doesn't stop. No, it doesn't. So... See, and my favorite superpower the one that I want is the read people's minds. So that I can see things before they happen and acknowledge them and get there. There might be some stuff I really don't want to know that would hear. Like, What Women Want, right? With Mel Gibson. But I think generally speaking when it comes to superpowers, freezing time will help you almost more than reading minds so that you can respond the way that you want. So, this is the rule of thumb that I've used. I teach my clients.

Rule of thumb. It's the rule of thumb. It's actually the rule of 3. But I call it "The Act Process." So, the 3 step process.

The first one is "A", acknowledge frustration. Now, I am careful because sometimes when you're resolving conflict, their instinct is to accept responsibility. In some cases that might be the right way to acknowledge the frustration. But in other cases, no apologies need to be made. And in the conversation that you and I were talking about, I did not feel like an apology needed to be had. But I needed to acknowledge the frustration or acknowledge the circumstances. And so at first, it can be like, I see that this is a super frustrating or I can see why that would be frustrating. Acknowledge their emotion.

Now, it gives you a second to check your emotions a little bit. But if you can acknowledge the frustration and the feelings that they have, that's really what they want is they want validation. So the "A" is for acknowledge frustration. Before you move on, I like that it's acknowledged, not apologize. Right, no. Because apologies make me want to say, "But... But I didn't..." Right. But just acknowledging how they're feeling, yeah.

Conflict Resolution Strategies -Now, I will tell you one circumstance. Sometimes an apology is appropriate. I had a circumstance with a client a couple of weeks ago where we miscommunicated about what I was offering and what actually ends up happening. And I was very clear in my e-mail and communication about what we're going to do. But they misread it. And so I went back and looked at the ways that I had said it where I assumed that they would understand some terminology that we used in our business. They didn't understand. And so I responded and was willing as part of that process to accept that responsibility and apologize for my part for using jargon. So don't be afraid to apologize if it's due but don't give an apology that doesn't need to be given. Well, I'll also... Going back to the example that I thought of before. Initiated by an e-mail. I don't remember the exact wording but you totally took responsibility yourself. Even though it would have been easy or may bee just a file.

Well for blaming many places or people… you really just took responsibility. I think that was a big part of what made me appreciate your response so much. Well, that particular instantaneous and as I said, and some of these we can use the 3 phase formula. We can use an active process. But you really have to look at each situation differently and then in that situation, because I was quoted, to the leader in charge of what was happening, in my mind, I knew this was where it came back to me. Had arrived. And I think that makes it a brilliant leader.

It can be easy to say, "Oh, that team member didn't do it or this person should just be taken for granted." But at the end of the day, I was the one who started that conversation, I was the one who started it and I didn't see it all the way to the end. And so I was ready to accept responsibility in that case and accept the disappointment that it could be mine. Because I also wanted my team members to know that I had my back. And that was really important to me. Because in that particular instance, I didn't want to blame anyone else. I knew it was mine and I needed to take it and even though I should not be mine in that absolute sense, as a leader, it was a responsibility for me. And I think in that instant, it became easier for all the other people who are mimicking that they didn't feel like they had to respond aggressively because I was the one who was ready to go to that place. It is also terrible, yes. Okay, go back to the 3 steps. Okay, so the first one has to accept disappointment.

The second option is to consider your options. Now, consider your options. Now, your options may be considered private. In this particular case, I took a second one and said, "Well, what should I do and how should I respond and what are the ways that we can handle this?"

So someone comes in, especially in retail situations, they have a ripped shirt. Your options may be to return your money or to offer them to get a different shirt or the same shirt. And so there can be 2 options. Here are 2 options for you. So sometimes you allow those options to be made public and other times you just let them be internal to decide how you want to handle things. And sometimes when you have time and someone sends an e-mail and then is right in front of you, it gives you the opportunity to get other people to come in. And I think it's important to take the time. And even if someone is right in front of you, be prepared to say, "Can you just give me a minute? I want to consider all the options and find a solution that is mutually beneficial is." And allow yourself to ask permission for the time. So you have to give.

Since now and then in the warmed second, we may need a reaction however acknowledge later, "Gracious, pause, I should've done this, this and this." And only a smidgen of time will give you the chance. So set aside the effort to think about the alternatives, secretly and freely. Particularly if there resembles a passionate reaction or adrenaline. What's more, it resembles... It'd be acceptable to... Regardless of whether an email arrives behind schedule around evening time, it like, "We should hold up till morning." Well, better believe it. Once in a while, I need to pause. Also, now and again I'm similar to, "I am not resting except if I react to this." And all things considered, I unquestionably felt like I expected to react. In any case, without a doubt, give yourself time and you know, even in clashes in our own connections. Allow yourself to state, "You have some an ideal opportunity to consider this. I'd like some an ideal opportunity to consider this. Would we be able to return later?" And along these lines, settling struggle with clients or people, it's alright to state, "Hello, simply give me only a sec, I need to return to you with magnificent alternatives." Okay, quite cool. So we got ACT. Recognize. What's more, consider. Consider and afterward? The "T", make a move. Gracious, that? So time isn't a piece of it? No. Alright. Oooh! We got a reward. Isn't it obvious? So indeed, Take... considering your choices can give you time also. In any case, the T in the ACT for me is to make a move. Furthermore, this is the place I figure a few people don't generally completely draw in to determine the contention before it deteriorates, correct? Also, now and again, regardless of whether it's that we have to accomplish something or we have to take a few activities or we have to do. Indeed, even give ourselves additional time. In any case, making the moving piece is so significant. What's more, it's fascinating in light of the fact that I have this experience two or three days back at a café. Where there was an issue with my request. They had not given me something that I had requested and the individual that I was working with, I was excessively kind, I wasn't caring for, "This is awful." It resembled, "Hello, I requested this additional thing." The individual behind the counter resembled, "Oh..." And the only sort of stayed there for a moment. Also, I must be the one to start and say, "What are our choices? How might we do this? What do we have to do?" Thus, they resembled, "Gracious, I surmise I could give you something different." And I resembled, "Alright." But it that case, you additionally need to perhaps start the making a moving piece. Yet, resolve to make the move and to finish if important. A few clashes won't be settled in the underlying activity. Also, that piece of making a move and setting time to development.

In any case, on the off chance that you start with those initial 3 stages, regardless of whether extends the procedure at long last, you can shield it from deteriorating by making an underlying move that will stew the circumstance and furthermore resolve the contention. Thus... I surmise something contrary to making a move is simply to disregard it. Thoroughly overlook it. What's more, we do that occasionally, however, correct? Once in a while, we're similar to, "Alright, I'm not going to react to this email or I will get a chief and let them manage this customer." And we simply don't. We don't participate in finishing it. Be that as it may, I think, to be key communicators and to be individuals who truly roll out the improvement, we have to make a move. Furthermore, we should be eager to claim our bits of it however then observe it right to the end with the goal that the client gets the goal they need. I'm sorry no doubt. I've seen her in real life with horrendous clients. We'll leave it. I trust I didn't snicker for a considerable length of time that you can cut it. Okay. Well now, you can be the commander of the client strife. Just idea of it directly on the spot. Make certain to buy-in.

Thank You for reading my post -Amazing Steps For Resolving Customer Conflicts

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How To Answer Complaints In Right Way In Proper English

2020-06-25T14:59:00.000+05:30

How To Answer Complaints In Right Way In Proper English:-

How To Answer Complaints In Right Way In Proper English

Proven Ways To Handle Complaints In Proper English:-

Hi, I'm Abhijeet From Abs Hospitality Academy.

Now it's no surprise that handling complaints in any language is essentially awful. it's uncomfortable, it's stressful. nobody likes to lecture an angry customer or someone who's upset. you would like to repair it. But we also need to understand the other side -- what to undertake to when someone makes a complaint to you. Maybe your job is to Repair Problems & Handle Customer Complaints. or even something happens alongside your neighbor which they're quite angry at you and that they come to you with a complaint.

What do I do to remain that relationship together with your neighbor? Or what does one do to stay a client so as that they are doing not leave you for a further company? that's what we're getting to specialize in today's lesson. Okay, so today is all about the thanks to answering complaints the right way in English. And we're getting to specialize in four simple steps that you simply can use and follow. And I'll assist you with the language that you simply should use -- language that native speakers use a day to handle complaints within the best way. We're going to specialize in the thanks to listening, apologize, take action, then follow up. But let's get a touch bit more thorough with all.

Now the primary step is to concentrate .:-

Listen to the person making a complaint which seems easy right? But did you recognize that in English we even have sounds and words that we use to means that we're listening? In some cultures, it's perfectly normal to remain 100 percent silent when you're taking note of someone but not in English.

Here are a couple of things that you simply simply can do to effectively show that you're really listening, that you simply really care about the complaint. You'll often hear native speakers make looks like mm-hmm, I see, yeah. All of these little sounds mm-hmm, yeah, I see those sounds indicate that we're taking note of you or taking note of another person. And if those sounds or words are new for you, if they sound slightly silly, practice using them on your own. you'll practice when you're by yourself but those are really important, especially if you're lecturing a speaker to means that you're listening.
Now since we're talking about responding to a complaint, you can use those sounds and words to point out that you simply 're listening then you'll also use a couple of inquiries to help clarify things or confirm that you know it. And again, this shows that you simply really care, that you simply actually need to know the matter.

Responding Customers Complaints In Proper Language:-

For example, you'll say something like, "Could you tell me slightly bit more about what happened .after listening to the matter carefully, you have now understood the situation well .this can be the toughest step because maybe you do not think anything is basically wrong, maybe you do not really understand the matter but this is often also what your customer, what your neighbor or someone who is offended wants the foremost --they want an apology.

So here are a couple of common ways in which native speakers apologize when something's wrong: "I'm really sorry this happened to you." "I'm terribly sorry. We're getting to fix this directly ." "I understand why you're so frustrated and I am really sorry." "I know this is often an enormous inconvenience. "I understand why you're frustrated. I'm sorry you are not happy. We'll offer you a refund directly ." And there's the action -- we'll offer you a refund directly. Or we're going to schedule someone to return fix the matter today. We're going to schedule someone to return tomorrow to resolve the problem. otherwise, you can simply say something like, "I'm getting to fix the matter directly ." "I'll get that fixed directly ."

Now the second option is to ask an issue if you are not sure what the opposite person wants and this is often more common when it is a personal relationship. Again imagine that you've got broken a fence that your neighbor built or something negative happened and you are doing not know what they really need, you'll just ask.

What would you wish me to try to to to repair this?" And to undertake to thereto you merely can simply send an email, make a call, go ask your neighbor and ask them something like: "Did everything computes okay for you?" Did everything compute okay for you? Are you cheerful with the solution? is that the new product working okay for you? Are you satisfied with how we fixed this? And nearly always once you ask those simple follow-up questions your customer or your next-door neighbor feels so happy because you care.

You cared enough to ask if everything is okay. And thereupon you've four simple steps plus all the language that you simply need to answer complaints the right way in English.

Thank you for reading my post - How To Answer Complaints In Right Way In Proper English

Guest's Complaint - Waiter Training

2020-06-25T14:57:00.000+05:30

Guest's Complaint - Waiter Training:-

Handling Guests Complaints:-

hey guys welcome to Abs Hospitality Academy:-

Today We gonna be Learning about Handling Guest complaints. a very important part of our job very unpleasant part of our job but once you go to the website download those steps learn it you will have much more confidence in yourself to handle or complain from a guest take the right steps and make these guests again a happy customer impress your management impress your co-workers and feel good about yourself.

so let's do it don't forget to subscribe to the Academy don't forget to like the post if you liked it share it with your friends let's spread Knowledge and enjoy life so what is a complaint, but definition complaint is a verbal or written displeasure of something that is wrong or dissatisfactory against expressing his or her displeasure between the gap of service quality received and service quality expected from the guests to be able to handle a complaint in a professional manner we have to be able to put ourselves in the position of the guest what was the guest expecting what did we promise the guest did our promise was misleading and therefore the guest's expectations were too high the formula of happy guests is when our promise equals our service equals the guest's expectations then we have happy customer happy guests who return back and bring their business back to our restaurant.

Causes Of Guests Complaints:

so let's see what are the causes of the complaints from the guests in generally do expectations not fulfill it could be the kitchen or waiter mistake it could be a technical problem it could be the behavior of employee not especially yours but maybe somebody else maybe the guests heard something or maybe they saw something inappropriate there are unusual complaints there are guests complaining about the weather we can do nothing about it there are cultural differences that we are not familiar with because we have international guests they have some different habits.

for example for them it's not allowed what we usually normally do in our culture so that could host a complaint problems beyond our control it could be everything and of course there are a lot of cases when the guests come with pre-existing problems for example we are working in a restaurant in some of the hotels and the guests come and he's already mad because he was waiting online to check him his room was not ready the girl on the reception desk didn't pay enough attention to him or whatever him he comes and start complaining we should be able to handle all those complaints and we should be able to differentiate between the different type of complaints so let's dig deeper now you have to understand that not all the guests that complain are those loud people that scream at you yell at you call your manager and things like that there are different type of guests and they complain differently so it's very important to understand to recognize the different type of guests and be able to handle complain differently for every type of guests I know it sounds complicated but actually it is not once you start working on the floor and once you start getting complaints we didn't have this knowledge when you read the post .

you will have this knowledge in yourself and these things will click in right away when you have to handle complaints and you'll be able to take the right steps and act appropriately so it's not so complicated once you get some experience you'll be fine we have shy guests usually they are very quiet even if they have something to complain about they are not very willing to complain so you have to understand the mimics the gate chips you go to a guest and you ask is everything okay with you meal because you see that she ate little bit or he attend just left it and not eating more and when they say yeah it's okay all right that means it's not okay that's not voicing exactly a complaint but for us as a waiter as a professional for because of people who want to make everything right and make our guests happy that is a complaint we have to handle this immediately so you have the shyest.
now I have the suspicious case there usually grumblers they moan all the time they try to act funny friendly kind of way but actually they're voicing complaints you know well I'm not so sure I'm not this Amur that yeah that was a fine yeah that was fine but that was fine is also a complain you know that was fine in a funny way that means that something was not really fine with the meal or with the drink that doesn't mean that you have to jump right away take the plate away and just complete and on give human free stuff or something like that it doesn't mean that but it means that the guess is not a hundred percent satisfied and we can do something to make him a little bit happier so next time when he decides where to go and dine.

he say hey I know what this guy was so good last time I go back to this restaurant because they really handle this situation properly and that is all about this class that is why we need to be able to handle complaints and different type of guest sand different types of complaints properly so we can bring those gets back to our restaurant now you have the know-it-all type of guests yeah you don't do this right you know now that's not done right you know you have to do this like that well this food .was okay but you know they put so much pepper they put too much so they put this this and this you know people that they think that they know better than anybody else and they know everything and they will tell you how to do your job and how to do this and how to do that now when you have people like that you recognize the situation right away maybe he's complaining about this and that but there is a proper way to handle this kind of complaints but doesn't mean again that you will start apologizing .or things like that you take care of this guest in a different manner from the guest that says oh yeah everything was fine yes okay .

why you don't need nothing from the food then not so hungry now this is not good this is totally different setup we have to act differently for this case and for this one and this is not done right it's totally different acting no you have the rootless guest you know the ruthless gets a bet you know the ruthless guess they scream at you they call your nails they throw things I mean I don't need to explain for you everybody that works in our business seen or will see a rootless guest very important to know how to handle those guests.

differently now they are bluffer type of guests know people the bluff all the time they they don't want to complain directly like like the ruthless kiss hey you stupid you don't do not to write things like that they are bluffers they just Bluff you in into so they can get something extra something for free they make you uncomfortable so you pay more attention to the table and things like that so when you see a guest like that you should know how to act again in it's a different way to act with these guys friendly type of guests they talk a lot they want a lot of attention they give you a lot of tension they ask why questions huh so this is another thing hostages .the guests that never had time hey what's my mule hey what's going on man I wanting two minutes for my steak where's my steak my friend steak it doesn't cook in two minutes okay take your time relax chill have a glass of wine but not on me huh on yourself so recognizing the type of guests is very important because you will have to act differently for every different type of guest I gave you some data and facts so you know what is going on with the complaints you have to know guys 90% of the guests that come in the restaurant 90% of the guests they base their decision on product reviews and if the product reviews in the restaurant in the booking. or whatever site is good they come 88% of the people are influenced seen putting the decision on influenced the decision by the by the comment sunder the restaurant review in the comments a good they come if not they go 40% change their mind about buying a product or going to a restaurant when they read the review 40% even if the guest is decided to come in this restaurant but he reads a bad review 40% of those kids decided they're not gonna come so it is very important that .we don't ever leave the guest out of the restaurant unhappy and then she goes sit down on the computer and write a bad review this is really this is what brings the business down if the guest voice the complain and we make everything to make him happy that makes the guest even more loyal it's normal service and he's very happy with with everything without complaining and he never gonna .write down a bad review about the restaurant and we're gonna get this business back 80% fill themselves a piece as soon as they receive an answer of their feedback if somebody writes a bad feedback but he gets an answer and quick answer from the management or from whoever runs the marketing social marketing for the restaurant you know apologizing inviting the guests back giving him some discount or maybe a coupon to come and have a set or a free meal even they really feel good about our premises again because they see that we care and we're taking care of them even if it's a little bit too late sixty percent of the kids who read those reviews check if the restaurant and so those reviews do you understand.

what I mean it's different when you read reviews and you see that they're all bad reviews or or there are bad reviews and you decide not to go but if you see that the restaurant responded to the review they change mining game okay so you you decide to go to this restaurant but you sit down you read the reviews and you see a bad review and say oh no 40% of the guests will change their mind I said no no I'm not gonna go there but then you see the response for the restaurant .and you see you know a correct response and change wrong again 60% change your mind again okay okay the restaurant responded okay that was probably just a one-time thing or a mistake by somebody but those guys really care about that guest so 60% flip again and they come back to the restaurant and they decide to go to the restaurant just because of this respond so it's a yeah psychological game herewith the guests that we are playing so learned excuse and take care of those complaints this is one of the qualities one of the skills that you will have to have in order to grow in the company to be a supervisor to be a manager this is very very important skill without this you will never be able to grow to a management never ever so learn it thank. you guys don't forget to subscribe to the Academy let me know if you have any questions share this POST with your friends with your coworkers and stay out of trouble make a lot of money and enjoy life thank you I see you again ciao

Exceptional Customer Service

2020-06-25T13:59:00.001+05:30

Exceptional customer service: -

Remarkable Customer Service:-

Not satisfactory enough. Any moment of middle or average truth is just a normal state in my mind. The goal is to create moments of magic, magic.

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Phenomenal Customer Service:-

Now, I mentioned about creating customer surprise and creating magic, and others Oh, we got people to get the highest rating with our service, to keep people away. Not. The best companies in the world sometimes distract you with excellent, high, low-level services.

However, the best one share is always better than average and this is important. If you want to create magic moments, if you want to surprise the customer, be better than average at all times. Now, in these moments of the conception of truth లో What is the average age of the person working in Oven Fresh, 16, 18? But they are teenagers.

Notable Customer Service:-

When they hand you your food, what do you think; What do you think some of these teenagers were thinking when they handed you their food? Are they thinking about you? No, what are they thinking about? What time do they leave? They can leave at any time and what are they going to do tonight. Of course, this is not always true, and this is not really true because I am not trying to kill Oven Fresh. If they take the right people, they are not doing anything. However, if you go to a lot of these fast food or fast-service restaurants, you will sometimes find it difficult to engage employees, especially young children.

However, if that employee is nice to you and they look at you and smile and they thank you so much and they hand you your food and take your money they will give you a wonderful smile, then this is a moment of magic. Many times that simple, average, mundane experience has to do well. Now, on the other hand, I will give you a great example. The oven was fresh on the way to school. I take my kids breakfast once a week, and ask, "Where would anyone like to make a breakfast trip?" "Let's go to Oven Fresh," they go. They liked breakfast at Oven Fresh.

Recognizable Customer Service:-

Both ovens are fresh. "Who do you want to go?" "Oh, we want to travel ..." and they always say the same thing. Why? Well, this is a special woman. By the way, in the morning, the kids don’t work there because they’re going to be in school. But this is a special woman, she is brilliant. We go into the oven fresh and she says "Okay, look who's here. Kids, come here". He was very warm and inviting. She says to my kids, "Kids, I know what you're going to do for breakfast." My kids asked, "What are we going to do?".

The people in this oven are very friendly. When you go to Oven Fresh or any other fast food restaurant, you go to the counter and order their food. How many people do you really communicate with? How many of those employees would you say would talk to? One. That’s true, one. What happened when we went out, he said “people”. Here is a great, important thing. People mean it: a woman behind the counter who had this great experience, that really represents every staff member and team member in Oven Fresh. He represented the whole restaurant, the bricks, the mortar, the brand, everything - it's an important thing - that means he has an awakening.

Thank You for reading my post:-Exceptional Customer Service

Pursue Your Interest In Making A Perfect Career In Hospitality Industry.

2020-06-04T01:21:00.000+05:30

Pursue Your Interest In Making A Perfect Career In Hospitality Industry:-

With The Opportunity To Travel Around The World, This Hospitality

Industry Is An Attractive Career Path For Today's Youth. There Are

Plenty Of Career Opportunities Around The Glob.

To Make A Successful Career One Has To Follow :

1} Firstly An Individual Has To Be Passionate About Making Career In

This Field.

2} He / She Has To Think Positive Always - This Will Fetch Good Results.

3} Have To Develop Reading Skills.

4} Have To Develop The Skills Of Network Expanding

5} Have To Be Passionate About Serving Others, Assisting Others.

6} Have To Develop His Communication Skills.

7} Read Books Related To Hospitality Industry

8} Read Magazines Related To Hospitality Industry.

There Are Various Ways In Which One Can Develop His Interest In Hospitality Management.

Institute For Hotel Management { i . h .m }

2020-06-04T01:05:00.000+05:30

Institute For Hotel Management { i . h .m }:-

image credit: hotelindia.com

THESE INSTITUTIONS ARE OPERATED AND RUN BY THE STATE GOVERNMENT OF
THE PARTICULAR STATE.

BASICALLY, THESE ARE THE INSTITUTIONS RUN BY THE STATE GOVERNMENT.
THEIR FEES ARE BASICALLY LOW THAN PRIVATE HOTEL MANAGEMENT COLLEGES
THERE are ENTRANCE EXAMS FOR THESE INSTITUTIONS AS IT BELONGS TO
GOVERNMENT.

Nowadays THERE IS LOTS OF COMPETITION AMONG SEVERAL GOVERNMENT AND
PRIVATE HOTEL MANAGEMENT INSTITUTIONS.

It's NOT COMPULSORY TO TAKE ADMISSION IS IHM ONLY IF YOU NEED TO DO
HOTEL MANAGEMENT COURSE.YES, OF COURSE, YOU CAN TRY IN
GOVERNMENT COLLEGES IHM BY GIVING EXAMINATION.

THE ONLY + POINT IS FEES ARE LESS.

I HAVE DONE MY 3 YEARS DIPLOMA FROM PRIVATE HOTEL MANAGEMENT
COLLEGE AND I AM DOING GOOD PROGRESS IN THIS INDUSTRY FROM LAST
20 YEARS.

CURRENTLY, THERE is TOTAL OF 46 IHM'S OPERATIONAL ALL OVER INDIA :

THAT INCLUDES: 21 SPONSORED BY CENTRAL GOVERNMENT & 25 IHM'S BY THE STATE GOVERNMENT.

ALL THESE TOP IHM'S ARE AFFILIATED TO NCHMCT

APART FROM THESE THE FOLLOWING INSTITUTIONS ALSO
COME UNDER THE OVERVIEW OF NCHMCT :

1} 25 PRIVATE INSTITUTIONS

2} 1 PSU { public sector undertaking } OWNED INSTITUTED

3} 14 FOOD CRAFT INSTITUTIONS.

ADMISSION ITS WELL AND GOOD, IF NOT THAN DO RESEARCH FOR SOME
PRIVATE INSTITUTIONS.

Impact Of Economy In Hospitality Industry .

2020-06-04T00:33:00.000+05:30

Impact Of Economy In Hospitality Industry:-

YES, ECONOMICS IS VERY CLOSELY CONNECTED WITH HOSPITALITY INDUSTRY. IN FACT, ECONOMICS IS RELATED TO OUR DAY TO DAY LIFE. IF WE AS AN INDIVIDUAL DO NOT UNDERSTAND THIS CRUCIAL RELATIONSHIP WHICH ECONOMICS IS HAVING WITH OUR OWN LIFE. Then I CAN SAY WE CAN NOT STAND UP ANY MORE. SAME GOES WITH HOSPITALITY INDUSTRY - ALTHOUGH HOSPITALITY INDUSTRY COMES UNDER SERVICE SECTOR - WHICH PROVIDES LUXURIOUS SERVICE TO ITS PATRONS, PROVIDES FABULOUS CUISINES TO ITS PATRONS & IN RETURN ITS GUESTS HAS TO PAY FOR THOSE SERVICES.

HERE, THERE ARE VARIOUS DEPARTMENTS IN AN HOTEL - 1} FOOD & BEVERAGE SERVICE 2} FOOD & BEVERAGE PRODUCTION 3} HOUSEKEEPING 4} FRONT OFFICE 5} MAINTENANCE AND SO ON NOW EVERY DEPARTMENT HAS TO WORK ON A GIVEN BUDGET SET BY THEIR GENERAL MANAGER OF THE PARTICULAR HOTEL. ALL DEPARTMENTS HAVE TO IN A VERY PRESCRIBED MANNER AND KEEPING IN MIND THE TERM " PROFIT " AS AN HOTEL CAN NOT BE OPERATED IF IT INCURS LOSS. IF THE ECONOMY OF A PARTICULAR COUNTRY IS NOT SO GOOD FOR A GIVEN TIME, THAN THE HOSPITALITY INDUSTRY, AS WELL SUFFERS AS THE ECONOMY IS DOWN AND TOURISTS, GUESTS FLOW SLOWS DOWN. NO VISITORS - NO GUESTS IN HOTEL - NO INCOME TO HOTEL - ALL DUE TO ECONOMY. IT IS SEEN THAT THE SUBJECT OF MATTER ECONOMICS PLAYS AN VITAL ROLE IN THE EFFECTIVE FUNCTIONING OF THE SERVICE SECTOR

Customers Expectations From Restaurant Staff

2020-06-02T14:39:00.000+05:30

What other experts tell restaurant staff:

Manage customer expectations

What do our guests want to hear without telling themselves?
.It’s so simple, they wish good luck on behalf of the service once they enter our restaurant. This is what every guest expects.

If we go to any restaurant as a guest, it should emphasize what we expect from the point of view of service.

1 service Real greetings from the service staff.

2 service Service staff smiling face.

3 Guests seek members of an available service team.

4 Guests want options.

5} Guests seek knowledgeable service team members.

6 Guests want a clean restaurant.

7 Guests seek a comfortable relationship.

8} Guests seek useful tips

As a guest, we would like to invite everyone to the restaurant with appropriate cheerful slogans, you are welcome. / Or how are you today Sir / Mom It's not really hard to greet every guest who enters the restaurant - - we &; re glad they're here. We should take advantage of this part greeting of our guests — the moment they enter our restaurant} to impress because this greeting will give our guests a pleasant meal trip. Always remember that the first impression is always the last impression. So really congratulating each guest will repay our negative feed and replace it with positive ones.

1} Customers wish true greetings from the restaurant staff:

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Our customers ask "How are you today?" Or notice the word "true" for "welcome to the oven". Do not forget the importance of eye contact.

Guests as we say or they want to hear, welcome to the oven, we hope you enjoy a hearty meal with us. A true greeting.

It was not hard for everyone who greeted us to enter our restaurant - they seemed to be happy that they were there if they had missed some time since their last visit. And their journey will be pleasant.

The best way to set the tone for the food experience is heartfelt greetings to our guests.

2} Customers want a smiling face. :

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We only have eight seconds to make a good first impression. The person who greets customers as soon as they enter the restaurant gives speed to the whole dining experience. 3} Customers want available to staff:

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Some guests want servers that do not move on the table, but the server should be available within a minute or two if the customer needs anything. Experienced servers on a periodic basis make rounds in their section to keep each section neat.

When you hear people complaining about a restaurant, the most common thing you hear is that the employee gathers at a given place in the restaurant and chats, the customer does everything to attract their attention. Does being available not mean immediate service - really, but the most demanding customer is reasonable and "when you have time, you ..."? Or "All we need is another fork ..."

4} Users want options:

Show the customer that you are comfortable and that you can work around their food and taste. It is not tied to the “ability” to offer you a replacement or other option. Have a low-fat salad dressing of your choice or allow the customer to put the sauce on the side. Your efforts will be rewarded with recurring business and oral advertising. 5} Users want sensitive contact:

The process of building a good relationship with our customers is a process that has been evolving over the years. When a customer first has a pleasant experience at our restaurant, our relationship never ends. It has just begun. We set customer expectations at a specific time and that customer expects the best - or better -- experience the next time they come to our place. we accomplish this by providing high-quality service and food products while continuing to communicate and listen to your customers.

6} Customers want knowledgeable staff members :

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What is Mexican chilly bake . ? is it light or heavy? how is mushroom & spinach strudelour servers can be bombarded with questions -- all of which seem reasonable to our customers. To them, our server is an "expert" who is expected to have all the answers to their questions at their fingertips. Make sure our servers understand the components of your various dishes and how they are prepared. Post and review "frequently asked questions" at your lineups, in order that customers' questions are often easily answered. Make sure your servers know it's OK to say, "I don't know." When a customer asks, "Is there cilantro in the sauce?"

7} Customers want a clean restaurant :

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When it comes to a restaurant, good housekeeping may not be good enough. we need superior housekeeping to build and maintain your restaurant's image. Customers want to eat in a place that is well-kept and surfaces are dust-free. Just one mistake, such as water spots on a glass or food crumbs on the floor, can throw into question the cleanliness of our entire operation. The easiest way to keep your standards high is to establish routines and procedures for how every maintenance task within our restaurant is performed. In this process service, staff plays a very important role .they have to make sure that their entire section in which they are working is clean, free from any food particle or used tissues lying on the ground .they have to tell the housekeeper immediately.

8} Customers want useful suggestions :

When a customer asks one of our servers, "What's good here?" the customer doesn't want to hear, "Oh, everything's good here." That might be a great endorsement of the restaurant's skills, but it doesn't help the customer decide what to order.How much more credible for the server to say, "Our restaurants are known for his XYZ product," or "If you like pizza, you've got to try our roman dough pizza ."our customers depend on us to help them make decisions about what's on the menu.

This doesn't mean that our server hovers over the table as the customers discuss the menu, but a server should be nearby to help customers understand and confirm their needs and choices.

Simple & Affordable Ways Of Increasing Dessert Sale In A Restaurant

2020-06-02T14:31:00.002+05:30

Simple & affordable ways of increasing dessert sale in our restaurant:

Upselling Basics:

In a restaurant, up-selling should be done with little more fineness. The key to up-selling is to do it in a way that the restaurant guests don’t know that he or she is being sold something.

The best way to upsell dessert is to give a mouth-watering description to guess

ts.ffer dessert before the customer has a chance to think about it. Describe it, make the customer go for it. Make it very tempting.

Upselling shows that our restaurant staff is knowledgeable as well as friendly too.

Always remember dessert is the last direct way in which we can impress our guests & make them visit again to our place for dinner or for our dessert.

Always remember dessert is the perfect way of finishing a meal.

Selling desserts in a restaurant take skill & finesse.

Restaurant desserts are harder to sell than appetizers because they are late in the .Meal & a full guest have, more will power than a hungry guest.

According to the best time to offer dessert to our guests is when they {the guest} had ordered their meal & before the food is delivered to the table.

This gives ample of time for the server to describe the dessert to his guest.

Remember selling harder is not enough.

Tips to put dessert on diners must eat menu :
Some up selling strategies servers can use :

For this, the server should know everything about the menu offers so they can practice good consultative selling & make appropriate suggestions to our guests.
Servers should possess a very good technique for reading customers' behavior & signals. such up-selling techniques will be viewed not as a sales tactic, but as quality service.
.For example, - servers should not just ask, “ would you like to have dessert ?. Instead, they should mention the benefits of getting desserts & should make the dessert sound more exiting: like “ would you like to end your meal with something very special & unique? Always remember a lot of people really do want the product we are selling, but perhaps they are not impressed by our selling technique. So for that, all we need is to convince them to buy our product.

Dessert is the only perfect way to finish off a perfect meal but for this the server should use his professionalism way and need to clear the table before he goes on to the table to sell the dessert to his guests.

Once the table is ready for the final course that is dessert, servers should avoid asking questions like “ are you interested in any desserts ? “ which is very easy to answer with a no.

“ There’s nothing better than our servers, making the suggestions to guests at the beginning of taking orders: “ by saying save room for our amazing desserts .”

1} always carry a dessert menu & put in front of every guest & then explain them.

2} the server needs to create an attractive image of the in-house dessert in front of the guests, which helps to sell more effectively than simply listing the desserts or leaving the dessert menu on the table
.

3} the server should not be afraid to use a few superlatives while describing the dessert such as creamy, a perfect combination, chocolaty, sometimes guests will not even ask the price of the dessert.

4} show off our dessert: always carry the dessert at the table level, { not above the head level .} this is for the other guest to visualize the product & make them aware of our signature desserts.

5} we have to use up-selling statements, such as “ I am quite sure you would like the dessert tonight .” we have to create an attractive image which helps to sell more effectively than simply listing the desserts to our guests or leaving the dessert menu on the table.

6} consider selling the dessert before the meal. Inform the dinners that the restaurant has a homemade dessert, but in limited quantity, so may I put one aside for you.

And finally :

Always remember that for most of the diners, the lasting memory for them about the restaurant is the dessert.

7} we have to emphasize on its quality, freshness & uniqueness.

8} should not bother the guest: the best time to upsell for servers is when guests ask in their opinion, the server should take the opportunity & suggest our core products to our guests.

9} providing useful suggestions: up-selling should seem like better service rather than a sales technique.

10} make upselling convincing: servers should be knowledgeable & seems to be excited about the product, they are selling.

11} knowing the guest: servers should read their guests { behavior } & according to it, they should approach the guest to upsell a particular product. Just for the sake of selling servers should not sell the product, this will have a reversed effect. This will not kill our service when up-selling is wrong.

Top Skills For Effective Communication

2020-06-02T14:19:00.000+05:30

Top Skills for Effective Communication: -

Communication is just a two-way process, during which we share ideas, information, or sometimes transmit verbal or nonverbal transactions.

If there is effective communication between healthy employees there are productive relationships between them. Who creates a mutually healthy work environment.

Good and healthy communication is always the cause of one's success and poor communication is the cause of failure.

This clearly indicates that communication is crucial to the success of any team.

We communicate for:
Get information
Praise for the hard work of other team members.
Get feedback
Sell our products
Hello to our guests
e.t.c.

Characteristics of effective communication:

1} Active listening.
2 eye contact
3} posture.
4} Common language.
5} Trial skills.

Communication barriers:
Noise
Unfair media
Feelings.
Language difference.
Poor listening skills.
Use of terminology
Beliefs.
Selective Listening.

Communication process:
Medium
Sender barrier receiver
Feedback
This communication chart suggests that we should always face contact and avoid interruption {3rd party. Have a healthy work environment for the corporation organization with the effective communication link and for the team members with such effective communication.
70 You see mistakes in any workplace, poor communication can have direct consequences.
As offices become more diverse, the need to speak properly becomes even more important.

What are the root causes of poor communication:

1} Fear

2 expectations.

3 friction.
4 moment loss of momentum.
5 Dissatisfaction.
6 Lack of commitment.
7 f fainting.

Communication requirements:

1} Proper eye contact.
2 Active listening.
3 short Keep it short and simple.
Avoid 4 inter interruptions.
5} Appropriate facial expressions.
6 Positive head nodes.

No:
1 Do not speak too fast or too slow.
2 Do not interrupt the speaker.
3 Do not assume that everyone understands.

Ask yourself before communicating on any sensitive issue?
What is the important purpose or purpose of my communication.
Who will get it?
What is the attitude of the listener?
How much does he need to know?
Is my time right?
What is the main point?
Are the highlights clear?
Listening to:

Listening means the ability to accurately receive and interpret messages in the communication process.

Without being able to easily misinterpret messages effectively, it is important to listen to all the effective conversations within the organization - it breaks down communication and the message sender can easily get frustrated or annoyed.

Good listening skills lead to:

1} Good customer satisfaction,
2 less More productivity with fewer mistakes.
3 information enhances information sharing, which leads to more creative and innovative work.

How To Create Productive & Happy Work Environment

2020-05-31T16:27:00.000+05:30

How To Create Productive & Happy Work Environment:-

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It’s all about enjoying what we do, the way in which we do our work. it’s all about being confident in our work. Our mood, nature reflects in our work, so always confirm you enjoy what you are doing instead of just doing it for the sake of doing.

a couple of points jotted down to make sure we remain happy will working & our mood doesn’t hamper our work.

1}, LET IT GO:-

JUST REMEMBER Worse things are uttered in human history. Even when you know the person meant it, remember that you become stronger by accepting them for who they are and knowing your capabilities.

2 } BE KIND:-

People who are mean and feel the need to put others down are insecure with themselves. But when you are kind to others, kindness returns to you.

3} THINK OF OUR PROBLEMS AS CHALLENGES:-

When you come up against an issue, whether an individual or an occasion, consider what your future self will have learned from it. I believe it was Kanye West, or maybe Nietzsche, who said, “What doesn’t kill me makes me stronger.”

4. EXPRESS GRATITUDE:-

When you let people know that you appreciate them, they are more willing to help you in the future. Saying thank you is more than good manners—it’s karma.

5. DREAM BIG:-

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dream big wall decor
The happiest person has reached the highest level of Maslow’s Hierarchy of Needs—self-actualization. If you would like to be happy you want to exerting to realize something and strive to achieve that life goal.

6. SPEAK WELL OF OTHERS:-

The Buddhist notion of “right thought, right action” is an important one. It’s in the mind that negativity starts. By clearing your head of negative ideas of others, you'll clear your mind of problems, worries, and fears, and you won’t be tempted to gossip or speak ill and bring that negativity back to you.

7. BE IN THE KNOW:-

Yes, you've got to try to your laundry and clean the toilet once you get home, but while you’re here now eating this cheeseburger, just enjoy the cheeseburger. Then apply this lesson to all or any other moments of delight and work—you can affect the small stuff later.

8. DO NOT COMPARE YOURSELF TO OTHERS:-

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As soon as you begin this, you fall under a trap of ego, NEGATIVE ATTITUDE, fleeting aspects of reality. Instead, believe what you've got that creates you cheerful, or a minimum of satisfied.

9. REALISE YOU DON’T NEED OTHERS APPROVAL:-

As long as you do what makes you happy, you don’t need other people to condone your actions. This will free you to act on what you think, which can instill confidence in your every act.

10. BE HONEST:-

Lies, even little ones, imply that you are willing to be lied to in return. But once you keep your conversation honest, you'll maintain a better level of integrity in your world.

11. TAKE TIME TO LISTEN:-

The happiest person doesn’t interrupt because He knows that if he wants to be heard, he has to listen to others. By listening rather than waiting to talk, you'll understand what motivates others, which may assist you to build rapport with them and understand yourself.

12. ACCEPT WHAT CANT BE CHANGED:-

Here, I wish I was taller, smarter, and better looking. But I’m not. As soon as I realized that I wasn’t going to be President of the U.S.A., I figured out what I did want to do with my life: write.

13. READ DAILY SELECTION FROM A BOOK OF WISDOM:-

Magazines and newspapers are all well and good, but the rationale people throughout history have dedicated their lives to religion and philosophy is due to the wisdom these sacred texts hold. It doesn’t matter if it’s a Bible, Torah or Quran verse, reading these books of wisdom will remind you of what came before and what will come after you.

14. TRAVEL AT LEAST TWO WEEKS OF THE YEAR:-

abshospitalityacademy

It’s even better if it’s foreign travel. Alas, getting out of the country are often expensive. When you go somewhere different, to remind yourself of how people sleep in places aside from people who you’re wont to, you'll be happy to return to what you have when it’s time for a happy work environment.

15. CATCH YOURSELF BEFORE NEGATIVITY STARTS:-

. But the toughest a part of being happy is realizing when negativity starts to creep into your mind and from there, getting obviate it.

16. DRESS WELL:-

You’re only as good as you feel, and you can only feel good if you look good. Personal hygiene, grooming, and fashion enter into this. Rarely will you discover someone well-dressed crying by themselves?

17. ENJOY SADNESS:-

John Keats said that in the “temple of delight melancholy has her sovran shrine.” In other words, at the heart of every joy is a glimmer of sadness waiting to shine through. The same goes for sadness—within every pain may be a reversal of fortune which will lead you to feel happy again. So when those moments come, enjoy them. They won’t last long.productive & happy work environment.

18. EAT WELL:-

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.
a plate of food on a wooden surface
You are what you eat, so if you’re stuffing yourself with cheeseburgers and hot dogs a day, likelihood is that you're overweight and you lack energy and mental clarity. Instead, make sure to eat enough fruit and vegetables, protein, and carbohydrates—and indulge in moderation.

How To Create Restaurant Customer Experience Delightful.

2020-05-30T16:35:00.001+05:30

How To Create Restaurant Customer Experience Delightfully. :-

As soon as the guest enters our restaurant then:

The host part: The host greets the guests within the time span of 5 – 8 seconds { greeting upon the time of the day { good afternoon, evening },

The host: Good afternoon/evening sir/mam, welcome to oven fresh. { eye contact very necessary with a smiling face. Needs to ask a guest if they are at the restaurant for dining, if so then the host needs to ask :}

.if there is waiting then. The host:“ may, I have your name please sir/mam. as there is a short wait of 15 / 20 minutes .”When the host is ready to sit the guest then: The host: calls out guests name:“ Mr. Alex, your table is ready .”& should say
“ hope you have a delightful dining experience with us.

”Then by saying he should proceed towards the host desk.Then the section captain comes into the role :

Here the captain greets the guests by the time of the day with a smiling faceSection captain:“ very good afternoon sir/ evening sir/ good afternoon mam . & hands over menu cards to them .At the same time the captain would ask his guests: “ would you like to have flavor or spring water .”
Immediately after this, the section steward comes in contact with the guests. The section steward will then go on the table: He will wish the guests as per the time of the day, Section steward: “Good afternoon / evening sir / mam .”then he will serve the water as per guests saying .Then when the guests are ready to order their food ,the captain goes to take their order.
The captain :

“ Hi, hope you are ready with your order sir/mam.”
If the guests ask the captain to suggest some of the dishes starting from soup & starters; then
Then captain says: “ how about trying our soup of the day, that’s smoked red pepper soup .”& in starters “ how about trying our mouth melting signature nachos .” { then here the captains explain it in brief .}
After taking the order from the following table the captain should then confirm the order with the guest by saying: The captain :
“ sir/mam, , may I repeat your order, you have ordered for smoked red pepper soup 3, signature nachos 2 portions. thank you .”Then he punches the order in our system.
Now the steward how is doing food pick up will be in action: As he comes to the table with their food, then: The steward { food pick up} will greet the guests: “ good afternoon / evening sir / mam .”Then he will announce the name of the dish { soup } .“smoke red pepper soup .”
as the soup is about to finish, here the captain will go & take the feedback for the same from the guests .when the guest's order for desserts then
captain should suggest our signature desserts from our menu. keeping in mind the taste of the guests .when the guests go as per captains choice then, the captain should say:“ thank you very much, I am quite sure you would love it .”When the guests finish the dessert the captain should take the feedback for the same, by saying, The captain:” hope you liked the dessert, or am quite sure our signature dessert might have satisfied your sweet tooth ”. Acknowledge the guest & say “ thank you “.The captain: “ anything else that I would get for you sir/mam.”When the final bill is presented to the guest , The captain says :
“ thank you, have a great day or good night .” with a smiling face.

Key Steps For Perfect Restaurant Service .

2020-05-22T20:35:00.000+05:30

Key Steps For Perfect Restaurant Service:-

Service which doesn't have any flaws in it or that quality service which restaurant guests expect from a restaurant server.

In this competitive world, we have to look for a non-defective restaurant service.

Benefits of n.d.r.s {non defective restaurant service}

A} if we follow the practice of n.d.r.s it'll add pride & value to our

Restaurant and our service as well.

B} it will help us to achieve our guest’s expectation { both from service and food .}

C} it would bring stability in our work & would make us more perfect.

D} with this we would be in a position to truly delight our guests.

E} this would help us to increase our tip’s part as we would be more quality service-oriented.

F} with this we would be in a position to suggest and sell our core products to our guests with ease.

G} n.d.r.s. would make give us a more professional look.

H} with this our guests would come to know that our professionalism.

Now how are we going to achieve this nondefective restaurant service?

For this all of us have to follow the following norms, then only it’s possible for us to achieve this.

Step 1 :

Knowing s.o.p :

Non-defective restaurant service start’s from our s.o.p { standard operation procedure .} .we all have to display our service throughs.o.p for quality restaurant service. which guides us on how professionally we should approach our guests and display our service.

Step 2:

Regularity at work:-

We all need to know or we all need to ask a question to our self that how important am I as a server ? will my absenteeism affect my colleague's work ? will they have an extra burden of work ?.

The answer to this is yes. if we remain absent on regular bases, our part of work will have to be carried by my colleague. if this is so, then his concentration and observation will be diverted and he cannot deliver quality service.

Step 3 :

Meeting/greeting and seating . of our guests:-

This is the most important part. non-defective restaurant service start’s from that point where our guests enter our restaurant. by wishing him at all given point {stages}

1. At entrance

2. While taking the order.

3. After taking the order.

4. While doing follow up in between the meals.

5. While presenting the bill.

6. While leaving the restaurant.

7. At the host desk.

This will make our guests feel important at all given points.

Step 4 :

While taking guest order:-

While taking our guest’s food order, we have to be very patient, watchful, conservative, and very good listeners.

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This is because if we overlook any one of the above we would land in trouble and could make our guests unhappy and we would lose an opportunity to impress our guests. We need to be very observative when we punch the guest’s order in the system . especially if there is any special instruction given by the guests.

n.d.r.s means :

written down the order.

any suggestion.

punching it in the system.

step 5 :

at wait desk:-

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the host has to be very much patience & observative at the front desk.

he needs to take care of the following things :

a} the host has to make sure that he has written each & everyone’s name who are waiting for tables with the approximate time given to them.

B} he needs to offer menu cards for those who are waiting for the tables. { if in case guests ask for it }.

C} if he sees any senior citizen or pregnant woman he has to offer a chair to them without fail.

D} always carrying a smile on the face.

E} if there are any cancellation’s in the waiting list, immediately he needs to reduce the waiting list time & new timing needs to be informed to our guests who are waiting for the table.

Step 6 :

Proper coordination at work creates a smooth flow of work & thinking.

Benefits of coordination at the workplace.

1} coordination encourages team spirit.

2} it gives proper direction.

3} coordination motivates us to do quality service.

4} with proper coordination we can properly utilize our resources.

5} it improves the goodwill of the organization.

6} above all we can achieve our goal with ease.

Step 7 :

For stewards:-

for those who are working inside the restaurant :

1} make sure the table is cleaned {sanitised} properly before the next table arrives.

2} make sure the table sponge is sanitized at regular intervals with soap. So that it does not smell bad.

3} make sure water is served as the guest seats in.

4} make sure proper clean cutleries & clean plates & tissues are placed on the table before the food arrives on the table.

5} refilling of water glasses is done on periodic bases.

6} clearance of plates.

For those who work as a food pick up :

1} making sure that food is been placed on the right table.

2} if any table is shifted inform the person at the barking counter.

3} if any product is not available in between inform the captains who are inside the restaurant. { both sides }.

Restaurant Staff Training : Restaurant Server Guidelines

2020-05-21T16:37:00.000+05:30

Restaurant Staff Training: Restaurant Server Guidelines:-

Most fine dining and casual dining restaurants employ a waitstaff to serve and look after the patrons. Servers are a crucial neighborhood of your concept; they deliver a positive attitude and respect that make a memorable experience for dining guests. even as a manager should expect a top-notch server, servers need solid training and ongoing support to succeed.

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Initial Training:-

Start your new employees off on the proper foot with an organized approach for workers' training. And make certain to incorporate new hires with years of experience into your educational program.

They will need orientation to how your restaurant works, how your management style works, and thus the extent of service you expect for each guest.

Focus on the subsequent areas to stay a streamlined approach for each new employee:

Restaurant concept:-

Inform your employees of history and other interesting facts about the restaurant. Often the restaurant name, founder, owner, or structure will have some special meaning or interest value that can engage the patrons and make them desire a neighborhood of the concept itself.

Restaurant layout:-

Servers spend their entire shifts on their feet, moving quickly between the kitchen and thus the dining room floor.

Menu knowledge:-

Managers often provide new servers the prospect to taste several items on the menu before serving them.

so as to sell the items, it's essential that servers sample the utmost amount as possible so that they will suggest a favorite or describe the flavors of the special.

Additionally, guests often want to understand the nutritional information of dishes, or how they're prepared.

Etiquette:-

Proper service etiquette is paramount to a memorable dining experience. Servers must be adequately trained in exceptional customer care before they start working shifts.

Provide opportunities to practice proper serving techniques and etiquette by engaging in role-modeling exercises, or by pairing experienced workers with new ones.

Emphasize the desirable traits of a restaurant employee.

For example, use the acronym S.E.R.V.I.C.E. to remind your servers of how they need to portray themselves.

Shadowing:-

Many restaurant owners or managers would require that every one new hire spend time shadowing or following other servers throughout one or more complete shifts.

this enables the experienced server to model proper server etiquette, menu knowledge, and responsible behavior to the new hire, easing him or her into the new role.

Instill the proper behaviors.

Throughout the initial training period, instilling the right behaviors in new hires is crucial. one among these crucial habits involves writing orders down.

· Completing cleaning duties throughout the shift

· Helping team-mates whenever possible

· Leaving personal issues at the door

Ongoing Training:-

Though your experienced servers won't require intensive training sessions, ongoing training can help improve skills and address any recurring issues.

Improve suggestive selling skills:-

As servers become better conversant in the restaurant and thus the menu, they're able to suggest the only appetizers, the foremost profitable entrées, and thus the foremost irresistible desserts to reinforce their sales.

Some ideas to assist guide employees during this direction include the following:

· Becoming conversant in the menu

· Learning which menu items are most profitable

· Gaining knowledge of daily specials

· Selecting favorite menu items

· Suggesting wine pairings

· Upselling menu items

Ignoring vs. smothering a table:-

When serving a table, it's important to seek out the balance between ignoring the patrons and spending an excessive amount of time with them.

Training a server to read the attitude at a table could also be an excellent thanks to information about what proportion attention they need. Customers who consistently go searching the restaurant are probably trying to seek out their absent server.

However, customers who make minimal eye contact or continue their conversation within the server’s presence probably want less attention.

Improve multitasking skills:-

in the least times, servers should be considering the wants of their tables. they ought to be constantly aware of whether the tables need food or drinks, if the plates need clearing, and if the patrons are ready for a check.

Additionally, servers should remember their teammates, helping to run food or refill drinks if they could use some help.

Team Work

2020-05-21T16:25:00.000+05:30

TEAMWORK:-

1. Customer is first

2. We will be knowledge-driven

3. We will create extraordinary products and top quality service

4. We will use top of the line raw material for all our products

5. We will follow best recipes, exact procedures and imbibe state of the art equipment to maintain consistency

6. We will handle both raw materials & finished products with great care and respect.

7. We will maintain strict food safety and hygiene

8. We will learn and share our learning day by day to help grow everybody

9. We will never cheat anybody and create pride in ourselves

WE WILL NEVER COMPROMISE ON OUR VALUE

The Guest:-

Never underestimate the importance of a guest

Guests are not dependent on us -- we are dependent on them

A guest isn't a disruption of our work – he's the aim of it.

A guest does us a favor he comes here -- we are not doing him a favor by serving them.

A guest is a component of our business -- not an outsider.

- If we don’t take care of the customer…our competitors will.

A guest is a person who brings us his wants -- it is our job to fill those desires.

Remember only a guest can give us Growth and nobody else.

Standard Operating procedures for service:-

To achieve our values and our common interest that is ‘Growth’ it is very important and compulsory for the entire team to follow our Standard Operating procedures for service.

To achieve the highest growth, it is not possible without the team. Hence it is very important to have a performing team for your growth.

We understand if you are used to a particular system in your previous job but please change your habit right away.

It looks very awkward for us to make you follow the standard operating every now and then, or, not following during our absence, the answer is simple. Follow the standard operations give yourself and us both peace of mind.

We are sorry we will not be in a position to work with those who are not following the practice.

We look at all the team members like one or everyone at one level from the top to the bottom, so please show respect to one and all including utility boys, housekeeping, etc.

AB'S HOSPITALITY ACADEMY

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Team Work