Presentation for Restaurant staff. Explains importance of first impression and do's and dont's of guest interaction.

1. WELCOMING GUESTS

2. FIRST IMPRESSION
• Usually the last
• Formed within first 3-5 seconds

3. WORD OF MOUTH
• Guests will tell 3 others of a good experience
and 11 others of a bad one
• It(WOM) is more powerful than advertising
• So we should try to make the best first
impression

4. IF YOU WERE A GUEST HOW WOULD U
LIKE TO BE WELCOMED …
• Impressive Welcome
– Good Eye – contact
– Smile
– Nod
– Lean in /Move Forward
– Upright Posture
– Relaxed Facial Expression
– Positive Tone of voice

5. Good Eye – contact
Shows you are interested

6. Smile
Shows you are approachable

7. Nod
Shows you understand

8. Upright Posture
Shows your confidence

9. Relaxed Facial Expression
Shows your calm and understanding

10. Shows you are genuine and Trustworthy
Positive Tone of voice

11. At Every Opportunity Use Guest Name

12. Ensure Guest Satisfaction