My views on customer experience?

1. Decoding customer
experience
Guest experience / Cost of Purchase

2. SKY Vs EARTH EXPERIENCE
SKY EXPERIENCE: Guest receives much more than
what he was expecting.
Vs
EARTH EXPERIENCE: Guest receives what he was
expecting.

3. What will guest do on receiving SKY Experience
● Respect you
● Have confidence in you
● Tell others about you
● Come back again.

4. What attitude you need to delivery for great hospitality
Guest is our New Boss.
He is the most important person in our restaurant
They do us an honor by visiting our restaurant
Without them we would not be here
Guest focused.
Put yourself in the guest’s shoes. They may have had a bad
day, need extra time to look at the menu, or be in a hurry.
Serve as if you are serving your friend.
Clean, clean, clean— guests expect spotless surroundings

5. Do whatever it takes
Go the extra mile. Your guests will appreciate your willingness to anticipate their needs
and go beyond their expectations.
Use your best judgment to satisfy an unhappy guest. You can make it right.
Attitude should be communicable
Make sure you’re spreading a positive attitude.
Control your emotions
Be aware of your actions and thoughts.
Pay attention to what’s going on in your head whether you’re angry, frustrated, happy,
sad, or excited.
Don’t take things personally.
Choose to be positive
Stay calm & focused on your work.
Imagine yourself in a similar situation, the guest is facing and work accordingly.

6. Give positive feedback to others
Your guests and teammates will feel good and happy by the
positive attitude been shown by you and they will also try to
spread the same.
Keep learning new things
The more you can do in the restaurant, the better you’ll feel
about Yourself and the more valuable you’ll be to the team.
Some things may not go as well as you would like.

7. How to handle/turn off a difficult situation around
Be accessible.
Listen & empathize
Keep it friendly and apologize.
Fix the problem and follow up
This works with teammates too! Think about your attitude.

8. BEHAVIOURS REFLECT YOUR ATTITUDE
We are the FACES of hospitality, doing whatever it takes-
● To make our guests feel welcome in our restaurants
and
● Leave with a smile.

9. Friendly
You set the tone.
● If you’re friendly, people will generally be friendly back, both
guests and teammates. Don’t take it personally when a guest
seems unfriendly.
● Make each guest smile, Make eye contact, customize your
hospitality, use sincere greetings and thank you. Treat people
like they’re guests in your home.

10. Appearance Counts
You set an attractive look.
● Maintain good posture, it communicates confidence.
● Make sure your uniform is neat, clean, and wrinkle-
free.
● Be well-groomed.

11. Customize your Hospitality
Don’t be a robot.
● You can display courtesy and respect in different ways with different people.
● Older guests may appreciate a more formal approach than you would use
with a younger guest.
● When a child is with a parent, talk to the child and try to take his or her
order—they’ll feel important.
● Think of ways to make the guests’ lives easier, like helping elderly guests
by providing food on table, playing with children etc.

12. Eye Contact
Eye contact generates trust.
● Think about how much eye contact you have when you’re talking with a
friend.
● Use about 50% eye contact with each guest.
● If you do less, the guest will feel ignored.
● If you do too much they'll feel uncomfortable

13. Smile
Make each guest Smile.
● Smiles are free!!!
● Share them with your guests.
● Keep a smile in your voice—guests can hear it