Wednesday, 28 June 2017

Joshua Manocherian on Staff Training: The Best Way to Deliver Exceptional Service to Your Diners

Joshua Manocherian on the Importance of Training Your Restaurant Staff

Joshua Manocherian co-owns a farm-to-table concept restaurant with his wife. He is a retired photographer who now enjoys being a restaurateur. He created this blog to share his passion for food and photography. In his latest post, he talks about one of the most critical factors in restaurant management: a team of well-trained and highly-skilled staff.
When a guest walks into a restaurant, there are three things that greatly affect their dining experience: the food, service, and ambience. When any of these factors are not up to standard—what the guests expect—then it is safe to assume that those guests are unlikely to return. Your guests' dining experience is the ultimate indicator of success—more than the profits, at least for Joshua Manocherian and his wife.
Food, service, and ambience; three crucial factors in a restaurant's success or failure; but the one that weighs heavily on your guests' experience at your restaurant is service. Suffice it to say that no matter how delectable your dishes are, if you deliver poor service, your guests will hesitate to come back. Who would want to be stressed out when dining out? And stressful is what their experience could be if you make them wait for their food, if you serve cold food meant to be enjoyed hot, or horrors upon horrors, you have a rude wait staff!
To ensure that your restaurant staff delivers exceptional service to every guest each and every time, regular training is necessary. Upon first coming in to join you, your new hires need to be trained about the food and the menu, your safety protocols, food preparation, waiting, welcoming guests, dishwashing and cleaning tables. All of these elements are what make your daily operations run smoothly; and new hires need to be well-informed about each of these as well as every other aspect of the restaurant to enable them to communicate effectively with guests should they raise concerns or questions.
Yearly training is also recommended to refresh your staff's knowledge about the restaurant and the protocols, as well as to give them the opportunity to hone their skills and learn new ones. This deters complacency in the workplace. In the restaurant business, everyone needs to be on their toes all the time; and they need to be alert and attentive. A minute of delay could completely ruin your guests' dining experience. Your staff also needs to learn how to anticipate—especially when it comes to what each specific customer may want or need. In this regard, they need to truly pay attention to every guest that comes through your doors. Giving customers something (like a glass of water perhaps) before they even ask for it can work wonders.
In my next post, I will share with you some of the training steps and areas that you can focus on to enable your staff to deliver exceptional service to your guests.
Do you have comments on this post? Please feel free to leave Joshua Manocherian a message below.

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