Guest care – guestology in the restaurant

The guest is the only judge of quality. Yet it is very hard to pin down what guests want and how they experience individual services. What matters most is that service delivery is focused on the guest – guest-centricity. The discipline that studies this is called guestology. The guest-centred paradigm, the guiding principle behind every concept of service quality, challenges traditional ways of managing and running a business. Its first rule puts the guest at the centre, rather than the organisational structure, the decision-making hierarchy, business processes and the like. A business must operate the way the guest wants it to. We have to act through the guest’s eyes. The workshop helps service providers deliver services the way guests want them.

• Theoretical foundations – guest-centricity
• What makes up guest satisfaction?
• Four steps to a satisfied guest
• Attitude towards oneself, work, colleagues and the company
• Attitude towards the guest
• Practical part – correcting mistakes in service delivery: first contact with the offer, booking, restaurant appearance, table, mise en place, menu, service delivery, food, drinks, staff attitude

After the training, participants:

• understand the concept of guest-centricity and the key factors of guest satisfaction,
• recognise the critical touchpoints and the most common mistakes in delivering food and beverage services,
• can apply the four steps to a satisfied guest in their everyday work,
• can design concrete improvements to service delivery in the restaurant.

Front-line staff, as well as directors and heads of food and beverage departments.

Preferably at the client’s premises, in a real hospitality setting, with practical examples and an analysis of the service process. It can also be delivered at Turistica or adapted for online delivery.