Guest Experience

Question 1

Handling a guest complaint (3things)

Answer 1

Acknowledge and apologize sincerely and without interrupting. Apologize immediately. Thank them for bringing it to your attention

Question 2

Never say (3things)

Answer 2

We’re short handed
It’s someone else’s fault
I’m new, no, or I can’t

Question 3

Three phases of a guest’s dining experience

Answer 3

Arrival
Service
Departing

Question 4

Arrival (WEIA)

Answer 4

Warm, inviting, enthusiastic acknowledgement. Use the guests name AT LEAST 3 times

Question 5

Service (3 things)

Answer 5

Clean inviting environment. All FOH available. Anticipate needs, deliver PLUS 1

Question 6

Departing (3things)

Answer 6

Appreciate patronage, invite to return. Use name

Question 7

People remember

Answer 7

First impressions

Question 8

Radiate (to guests and team members)

Answer 8

Hospitality and friendliness

Question 9

Miss Ruth did

Answer 9

Relate to guests feelings and needs. The golden rule

Question 10

5’-10’ rule (guests and team)

Answer 10

5’, verbally acknowledge. 10’, visually acknowledge

Question 11

How to be aware of guests and other team members (BROWL)

Answer 11

'Behind you'
Right of way
Open delivery (never reach across a guest to serve food)
Walk
Look behind before backing up

Question 12

What are raving fans and why are they important?

Answer 12

They’re advertisement. They tell friends and visit other Ruth’s Chris restaurants

Question 13

Create raving fans by

Answer 13

Exceeding guest expectations

Question 14

Exceed guest expectations because

Answer 14

Hospitality is what sets us apart. Selling YOURSELF builds a clientele.

Question 15

Why do we use a guest’s name?

Answer 15

Makes them feel welcome.