Presentations

Maximum Hospitality – Minimal Contact: Serving Your Guests in the Era of COVID-19

Monday, September 21, 2020 - 9:45 am to 10:30 am
Live at Your Table - Live at Your Table - Live at Your Table

Introduction

People are starving for human connection and restaurants remind people of their pre-Covid life and they are excited to return. But what operators in other markets have realized is that their guests are either compliant or rebellious, so we need to be more tuned in to our guests’ behavior than ever. On this webinar, Beatrice Stein and Kate Edwards, both hospitality service experts, and Mashama Bailey, a James Beard Award-winning chef and operator, will discuss various aspects of the guest experience and where guest and staff comfort align and fall apart.

VIEW ON DEMAND

Related Information

Speakers

Beatrice Stein
Beatrice Stein Consulting, LLC
Kate Edwards
Kate Edwards & Company
Mashama Bailey
James Beard Award-Winning Chef

Description

People are starving for human connection and restaurants remind people of their pre-Covid life and they are excited to return. But what operators in other markets have realized is that their guests are either compliant or rebellious, so we need to be more tuned in to our guests’ behavior than ever. On this webinar, Beatrice Stein and Kate Edwards, both hospitality service experts, and Mashama Bailey, a James Beard Award-winning chef and operator, will discuss various aspects of the guest experience and where guest and staff comfort align and fall apart. Navigating human nature, setting expectations and understanding guest perception will be paramount to setting up your restaurant and service for success.
We’ll walk through our topic and discuss:
1. Comfort & Perception:
a. Understanding our guests’ comfort level
b. Demonstrating Hospitality is Job #1
c. Rebel vs. Compliant guest
d. It’s not 2019 anymore….
e. Trust & Hospitality
2. Expectation:
a. Setting expectations with your guests and team: it’s not 2019 anymore!
b. Reimagining the steps of service
c. Updating service roles & responsibilities
d. The updated tabletop e. Cleaning and hospitality
3. Training Your team:
a. Helping your team create new habits in your business
b. The importance of repetition
c. The new etiquette: changes to normal interactions
d. Tech doesn’t replace hospitality
e. True hospitality will be more important – and more valued – when we go back to dining in!
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