The first day of training focuses on creating a memorable dining experience that encourages repeat business and positive reviews. Participants will explore how the atmosphere, personal touches, and exceptional service contribute to customer satisfaction. They will also learn how to take personal ownership of their work environment and interactions, instilling a sense of pride in delivering top-tier service. Through interactive exercises, employees will practice going the extra mile in various dining scenarios, developing the skills needed to turn ordinary customer interactions into memorable experiences.

Unit 1: Mastering Atmosphere and Personal Touches – 1.25 hrs

• Focus on creating a welcoming atmosphere through music, decor, and personal touches that make each customer feel valued and special. Encouraging participants to view this as a form of self-expression and ownership.

Unit 2: Ownership and Workplace Pride – 1 hr

• Empowers employees to take personal ownership of their environment and interactions, instilling pride in their contributions to the customer experience.

Unit 3: Service Beyond Expectations – 1 hr

• Strategies consistently exceeding customer expectations, turning ordinary interactions into memorable experiences.

Activities & Exercises – 1.5 hrs

Exceptional Service Delivery Breakout – 1.5 hrs  In small groups, participants brainstorm and present strategies for going above and beyond typical customer expectations in different common scenarios. This workshop encourages creativity and practical application of exceeding customer expectations.

The third day focuses on the power of giving first to encourage greater customer engagement, loyalty, and spending. Participants will explore strategies to build goodwill and create positive customer experiences that naturally lead to increased sales. They will learn how to connect with customers in a way that fosters trust, making them more likely to return and spend more. Group activities will include developing customized strategies to implement reciprocity in their workplace and role-playing various customer interactions to practice genuine relationship-building techniques.

Unit 1: The Power of Giving First – 1 hr

• Explores how initiating generosity can lead to greater customer spending and loyalty.

Unit 2: Building Genuine Connections – 1 hr

• Offers techniques for authentic engagement with customers, and sharing business and personal values to foster trust and respect.

Unit 3: Strategic Goodwill – 45 mins

• Teaches how to leverage the law of reciprocity in everyday interactions to enhance both customer satisfaction and sales.

Activities & Exercises – 1 hr

• Goodwill Strategy Session – 1 hr Groups create examples of strategic plans to implement the law of reciprocity in daily operations, focusing on specific tactics for different types of customers.

Day four is dedicated to refining communication and persuasion skills to increase order values and customer loyalty. Participants will learn the fundamentals of persuasive communication, including tone, body language, and strategic phrasing. They will practice upselling and cross-selling techniques in a way that feels natural and customer-focused. Additionally, employees will gain insights into nurturing regular customers, ensuring they return and recommend the business to others. Activities include interactive role-playing exercises where participants practice sales conversations using real menus or product lists.

Unit 1: Fundamentals of Persuasive Communication – 1.5 hrs

• Inspired by Dale Carnegie’s principles, this unit covers the basics of winning friends and influencing people through positive communication.

Unit 2: Upselling and Cross-Selling Tactfully – 1.5 hrs

• Focuses on techniques for increasing order sizes by recommending complementary products in a natural and customer-focused manner.

Unit 3: Nurturing Regular Customers – 1 hr

• Provides strategies for identifying, attracting, and maintaining regular customers, turning occasional visitors into loyal patrons.

Activities & Exercises – 1.5 hrs

• Upselling Simulation (Role-Play) – 1.5 hrs Using a menu or product list, participants practice upselling and cross-selling techniques with partners, receiving immediate feedback.

The fifth day explores how employees can maximize sales opportunities outside of the restaurant setting by engaging with customers at community events. Participants will develop fundamental networking skills and learn how to approach potential customers in a way that feels natural and engaging. They will also practice steering casual conversations into sales opportunities and utilizing promotional strategies to attract attention. Activities will include structured exercises where employees practice initiating conversations and transitioning them into sales interactions.

Unit 1: Basics of Networking in Events – 1 hr

• Teaches fundamental networking skills for engaging effectively in community and in-person events.

Unit 2: Leading Conversations to Sales 1.5 hrs

• Demonstrates how to steer non-sales discussions toward potential sales opportunities gracefully.

Unit 3: Promotional Strategies for Events – 1 hr

• Covers how to utilize promotional materials and activities to draw attention and engage attendees effectively.

Activities & Exercises – 1.5 hrs

• Conversation to Sales Conversion – 1.5 hrs A structured exercise where participants break out into groups of 2 or 3. Role play starts with casual conversations and are challenged to steer these toward tangible sales opportunities or networking opportunities.

This day focuses on how managers and team leads can inspire higher sales performance, track progress, and create a positive work culture. Participants will explore ways to motivate and recognize team members to encourage strong sales behavioursbehaviors. They will also learn about implementing accountability systems for sales tracking and performance measurement. Lastly, they will develop strategies to celebrate individual and team successes while continuously improving their sales techniques. Exercises will include hands-on training in sales tracking tools and collaborative discussions on how to create a motivating work environment.

Unit 1: Inspiring Team Performance – 1.25 hrs

• Focuses on how managers can inspire and motivate their teams through effective leadership and recognition.

Unit 2: Sales Tracking and Accountability – 1 hr

• Discusses the implementation of systems to track sales progress and hold team members accountable in a supportive way.

Unit 3: Celebrating Success and Continuous Improvement – 1.5 hrs

• Teaches how to recognize and celebrate team successes while continuously looking for ways to improve and innovate sales strategies.

Activities & Exercises – 1.5 hrs

• Sales Tracking Workshop – 1.5 hrs Participants learn to use a simple sales tracking tool and discuss how to effectively set up performance metrics and accountability standards.

The final day of training is dedicated to one of the most powerful tools for increasing revenue—customer reviews. Participants will learn how to ask for and secure more positive Google reviews, identify the best customers to request reviews from, and utilize technology such as QR codes to streamline the process. Role-playing exercises will allow participants to practice their review request techniques, ensuring they feel comfortable and confident in asking customers for feedback. By the end of the day, employees will have the skills needed to significantly boost online reviews, leading to greater trust, visibility, and customer traffic for the business.

Unit 1: Strategies for Soliciting Google Reviews – 45 mins

• Provides methods for asking customers for reviews in a way that feels natural and engages them in the review process.

Unit 2: Identifying Opportunities for Reviews – 45 mins

• Teaches employees how to spot ideal opportunities and customers who are most likely to provide positive feedback.

Unit 3: Leveraging Technology for Reviews – 1.5 hrs

• Introduces the use of QR codes and review collection software to simplify and encourage the review process.

Activities & Exercises – 3 hrs

• Role-Playing for Review Requests – 1 hr Participants engage in role-playing exercises to practice effective techniques for requesting reviews. This includes focusing on appropriate timing, tone, and phrasing to encourage positive feedback.

Technology Integration Practice – 2 hrs Participants are introduced to commonly used tools and technologies for facilitating review collection, such as QR codes or review platforms. They practice incorporating these tools into their role-playing scenarios to enhance their confidence and efficiency.