Restaurant Training – Waiter & Waitress Training Tips For Customer Service – Hospitality Education

Did you know that approximately 14 percent of your customers will not return to your business because of food quality and 68 percent because of service quality? So, doesn’t it make sense to train your waiters and waitresses to deliver superior service to win your customers back every time?

To gain the competitive edge today, you have to do much more to place your restaurant on the “favorites” list. One way is through personalizing service for each type of customer that comes to your business. For example, selling and service techniques employed for a family with children are different from that which would be delivered to elderly customers. The same holds true for business customers versus vacationers. It is never safe to think that your restaurant service staff will inherently understand these differences. Unless trained, they are most likely to offer one size fits all service.

Teach your waiters and waitresses to be observant and follow the tips below to help assess the needs of your customers:

•Time limitation (leisurely or time restricted)

•Mood (celebratory, romantic, stressed)

•Age group (children, teenagers, baby boomers, seniors, geriatrics)

•Purpose for their visit (social, private/intimate, or business)

•Gender (male, female)

Since approximately 80 percent of communication is conveyed through facial gestures and verbal and non verbal body language, as opposed to the actual words, teach your service team to focus on the following areas:

•Verbal Language (voice tone, rate, inflection, speech, pronunciation, and grammar)

•Body Language (eye contact, facial expressions, gestures and movement)

Look for telltale signs of a customer in a rush such as looking at their watch, looking around or rubber necking, talking quickly, crossing their arms, or tapping their fingers. Also, closely observe your customers’ image (e.g. clothing, accessories, hair, makeup, etc.). This can also provide you with many clues about their dining needs.

Here is an exercise to share with your service team. It lists various types of customers and ways to customize service for each customer category. During a pre-shift meeting or company training session, review this exercise with your restaurant service staff.

Customer Types and Service Suggestions:

1. Celebrating

-Since celebrating customers usually have larger budgets, suggest higher priced items along with party-spirit foods/drinks and a cake to recognize the occasion

-Congratulate the celebrating customer and focus on their main event

-Be social unless serving a couple desiring privacy

2. Elderly

-Since many elderly customers are on a limited income, guide them towards value-oriented foods and recommend light, soft, and less spicy foods

-Be patient and speak slowly, project your voice, and listen carefully

-Refrain from acts which can be construed as condescending or treating them like children

3. Family (with children)

-Offer high chairs and booster seats

-Be prepared to make kid-favorite suggestions and easy to eat finger foods

-Offer something to occupy the child’s attention (game books, crayons, crackers)

-Be patient while the family orders and give the children the opportunity to place their order themselves

-Sincerely compliment the customer about their children

-Ask the child kid-friendly questions

-Place drinks where spills are less likely and remove obstacles (e.g. vases and centerpieces)

-Quickly clean spills and keep the area tidy

-Deliver extra napkins

4. Romantic Couple

-Guide the couple towards a booth or secluded area for privacy when seating them

-Suggest higher priced items along with wines, champagnes, and exotic desserts, since romantic couples and people on first-dates usually have larger budgets

-Deliver highly organized and efficient service

-Minimize your conversation and allow them privacy, without hovering over them

5. Business

-Suggest higher priced items, since many business people have business accounts and set allowances

-Suggest items that are prepared quickly and inform them if their selected order requires a long preparation, if they are on a business lunch

-Deliver highly organized and efficient service and ensure their order is delivered promptly

-Minimize your conversation and allow them privacy without hovering over them

Please Note: When serving alcohol, train your staff to be aware of the signs of intoxication and avoid overselling alcohol. Teach your staff to refuse alcohol sales to any minors.

Other customer types include customers dining alone (the solo customer), disabled customers, teenagers as customers, customers who are in a rush, first-time customers, and customers who dine in large groups/gatherings. Again, each different type of customer has “specific” service needs. Along with recognizing the category customers belong in, the above service suggestions are meant as recommendations and are not set in stone. Always, be sure to fully assess every dining customer by closely observing verbal and body language to determine how to positively interact with them. Mike Owens, General Manager of Brick Oven LLC, located in Topeka, Kansas, says, “Using the above examples in role-play scenarios is a highly effective method to properly train your service teams…it helps them fully understand the importance of tailoring their service versus delivering the same canned service to everyone.”

“Service” is not just about delivering food and drinks to the table-it is giving the customer much more than he/she expects. Implementing a solid training program that focuses on personalizing service will set you apart from your competitors. Exceeding the needs of each customer with customized service takes a little extra time. However, it is worth the effort. When the customer wins, everyone wins and it’s a triple play-more money for you, increased tips for your service staff, and happy customers that become loyal patrons and refer their friends to your business.

TOP 5 Tips for Academic Success: How to Make the Most of Your Education for a Career in Healthcare

Careers in Healthcare are BOOMING right now. According to the Bureau of Labor and Statistics, Healthcare will generate 3.2 million new wage and salary jobs between 2008 and 2018 (Bureau of Labor Statistics, 2010). If you want to pursue a career in healthcare, you need an in-depth education.

Education is one of the most important, and necessary steps to the start a career in healthcare. In the healthcare industry your body of knowledge and clinical expertise is your skill set. It is the marketable asset that will use to land that dream position you desire. Unfortunately, sometimes I see healthcare students who do not know how to maximize their training for the most benefit.

I have spent several years in education. Throughout that time I have noticed that there are 5 consistent habits and/or traits that successful students demonstrate. The students who embrace these practices are more likely to succeed in their career path than others that do not. If you implement these practices in your education it will be richer, more dynamic, and much more valuable.

Here are the TOP 5 traits of successful healthcare students that separate them from the crowd:

1. They engage with their teachers- The instructors are there for a reason, use them! Ask questions when you do not understand something. By having your question answered immediately you are helping to develop a better understanding of that theory or concept. In addition, when the teacher asks a question of the class, answer it. Be involved with your instructor’s discussion. Open discussion, if guided by the instructor, can be a valuable method of learning. However, be careful not to monopolize a discussion, instead seek to add to it.

2. They collaborate with others- Teachers are not your only ally in your education. Your peers in class and other professionals in the field can also complement your training. Many of the successful students whom I see form study groups. These groups create a synergy of learning. They use each other’s strengths to help one another. Students strong in one area can help those that are weak. Furthermore, another aspect of the group is accountability. While making a commitment to study to yourself can be easily dismissed, making a commitment to a group of peers carries a sense of duty and is not so easy to break. Aside from your peers, do not hesitate to utilize those already in the field. Not only are they a plethora of knowledge they can also become an integral part of your network.

3. They study for the present but look to the future- While studying for your career in healthcare you will feel the need to focus on the present (the next practicum, the next exam, etc.). However, do not become shortsighted to your goals. Those students who are focused on their end game will not let any small setbacks deter them from moving forward. By knowing what you want down the road, you are more focused on what you need to do to get there. In effect, by knowing what is ahead of you, allows you to better prioritize the present.

4. Know your resources- Many schools offer numerous tools that students can utilize to help them succeed in their course of study. Several have libraries, workshops, tutoring, and coaching readily available for students. For example, our school offers Skills Boot Camps in which students can come in and work on their patient care skills after class in a casual environment. In addition, there is a workshop where they can come in and work on getting vital signs from patients with one of our Nurses, almost one on one. Numerous schools in today’s world have online resources of which the students can use to augment their classroom time and better understand the material. This can range from books online, to practice tests to even games. Discover the resources that your school has and USE THEM!

5. Show up!- This is the most important, if you do not show up you will not succeed, PERIOD. Be there every day ready to learn. Any time you miss out on a class you miss out on the knowledge. Finding yourself falling behind in class is never a good way to find success. Besides physically being there make sure that you are mentally there as well! Show up well rested and prepared so that you are in the optimal mindset to absorb that day’s material.

So there you have it, the top 5 tips for a successful start to your career in healthcare. These tips by and large, are the pillars of successful students. Use these pillars to build a great foundation, and you will find success. Good Luck!

Tips on Building Wealth – Education Is the Key

I attended a free financial education class conducted by one of the independent associates of the International Marketing Group here in Cebu. It was indeed very enriching. I felt all fired up with the mission to eradicate the problem of poverty in this country that I decided to write this article.

I actually learned a lot from the seminar but I can’t put it all in just one article. So, let me just share with you ideas that appealed to me the most. I hope you will also get fired up and join me in this crusade against poverty.

Based on statistical research, it has been predicted that a large number of Filipinos will face an increasing challenge with the future of their financial lives. Wanna know why? Well, let me tell you.

Four (4) Major Challenges of the Average Filipino

  • There is an uncertainty in the labor market. With the advancement of technology, more and more companies prefer to spend on automating their business operations.
  • Most Filipinos are living in high debts but their savings are low or none at all.
  • There is an extremely high cost of education. According to studies, college tuition fees in the Philippines double every six (6) years.
  • As the country is developing, the cost of living in the Philippines is also increasing. Prices of commodities go up more rapidly than a person’s regular wage.

Build Your Wealth Like You are Building A House

The Filipino is indeed facing a weary situation about his financial life in the future. Although some have already learned the value of saving for the rainy days but they have not yet mastered the art of building wealth. Many people are making this mistake. They become so excited about getting rich quick that they go right on to making an investment while neglecting the one thing necessary – a solid foundation.

Building wealth is just like building a house (or any architectural structure). You need to build a solid foundation in order for the house to stand strong. The taller the structure that you want to build, the deeper you need to dig for its foundation.

It is also the same with your wealth. If you want to secure your future, then you need to build a solid foundation for your wealth building. The International Marketing Group has a team of financial advisers who can teach you strategies on how to build this solid foundation for your wealth.

Education is the Key to Success

In everything that we do, there is always a learning curve. We do not get to be masters right away. We still need to study and learn how to do the work. Carpenters were not born with a hammer in their hands. Somebody taught them the skills of driving that hammer. In the same way, we also need financial advisers to teach us the right way to building our wealth.

7 Easy-To-Use Health Education Tips for Families

Do you know that one family that always seems to keep so healthy and trim? What is it about their lifestyle that you are not doing to keep your family fit? More often than not it is simply a matter of having a more thorough health education. Here are seven ways you can educate yourself and your family to make health and fitness a priority.

1. Work as a Team

In order to get the whole family involved, you need to increase their buy-in. Giving everyone a voice leads to greater participation. Sit down as a family to discuss your lifestyle choices and set some healthy goals you can work towards as a team.

2. Don’t Starve

Most diets are very restrictive, and result in people simply eating less. When you do not eat right, your body initiates production of the hormone Ghrelin which causes you to become insatiably hungry. The result is that you end up over indulging on unhealthy foods when you could have simply had plenty of healthy snacks, such as almonds or carrots, throughout the day.

3. Automate Meals

As Americans, we are infamous for skipping the most important meal of the day. The reason breakfast is so important is because it is the first thing you have eaten in 8-9 hours, and determines your hunger levels throughout the whole day. Instead, pick a few staples for breakfast and lunch that are quick and easy, and eat those every day. Use dinner as your meal to get creative.

4. 30 Minutes a Day

Try to get 30 minutes of exercise every day, if you can at your home. If you have to drive somewhere to exercise, you make it more difficult on yourself to keep up with it every day. If need be, split up the 30 minutes into two sessions of light, gentle exercise like walking, running, cycling, body weight resistance exercises, and weight training.

5. Be The Decision-Maker

When it comes to food, whatever you buy your children will eat. If you buy them chips and cookies, they (and probably you, too) will eat them. After this, if you try to restrict them, it will cause them to crave those unhealthy foods even more. Instead, avoid bringing those foods into the house to begin with. Keep fresh fruit and vegetables chopped in the refrigerator, and have nuts, pretzels, and other wholesome snacks on hand.

6. Eat Dinner Together

The simple ritual of sitting down together as a family for a nightly meal places a priority on nutrition and proper eating habits in your family values. Additionally, this simple act has been shown to improve parent-child relationships, and increase academic performance.

7. Play Together

An important part of your exercise regime, should be pure, unadulterated play. Whether that means putting on music and dancing around, kicking a soccer ball around, rough-housing or anything that brings out your inner child.