The document outlines key strategies for impressing guests in a hospitality context, emphasizing the importance of first impressions and quality service. It presents a list of ten actionable ways to ensure guest satisfaction, such as commitment to quality, proactive service, and courteous interactions. The text also highlights the significance of understanding guest needs and maintaining professionalism to build long-term customer loyalty.

1. Why & how to impress our guests:
As we all know that first impression is the last impression, so why not
make use of this saying to its fullest & let’s start impressing our valued
guests.
A through hospitality professional is the key tool for building long term
customer loyalty.
In these competitive times, it’s very necessary to take the first step, to
impress our guests, before others take the advantage of it & move
forward.
Always remember:
Good customer service ----- lasting relationship.
Average customer service ----- steady relationship that could be lost.
Poor customer service ----- lost business.
What does guests desire.
Friendliness
Fairness.
Information.
Alternatives.
Four areas where we can work on & impress our guests.
1} when guests arrives .

2. 2} the length of waiting before service { actual service inside the
restaurant } .
3} at the time of providing actual service { inside the restaurant } .
4} exit time .
To impress our guests we need to inherited the art of anticipation .
1} Knowing what our guests wants & when it is wanted .
2} Thinking one step ahead of our guests .
3} Being prepared with back ups.
10 ways to impress our valued guests :
1} commitment of quality service .
- by committing to quality service , we could creat a positive experience
for our guests .
- by this we will go above & beyond our guests expectation .
2} server { f & b personnel } should know our products very well.
- this helps to win our guests trust & confidence at one’s.
3} know your guests.
- a servers service approach should be such that , he should know in
advance what are his guests needs .

3. - by this habit of proactivity we would surely win over our guests &
impress them .
4} treat { greet } all our guests with courtesy & respect .
- always remember every contact with our guest leaves an impression.
- so greet all our guests at all given point , “ good afternoon ,sir / mam
“, “ good evening .” ,
- use phrases like ,” sorry to keep you waiting ,” “ thank you for your
order ,”.
- Use phrases like “hope you have a delightful dining experience with us
.” while escorting guests to their tables BY THE HOST .
5} always remember never argue with the guests .
- this is very important aspect .
- always remember we all need to be solution focused rather than
problem focused .
- if we are solution focused than for sure we will retain that guest , as
he is happy , & for sure we will creat a atmosphere of impressing the
guests .
6} never leave guests hanging { alone } .
- Always remember, all communications with the guests needs to be
handled in sense of urgency .
- so incase any problem arises do not leave guests in middle of it as
then the problem may rise serious one .

4. - it’s a very good scenario , as its gives us an opportunity to impress
guests by solving his problem .
7} guests are always right .
- Always remember this concept , as it plays a very important role in
impressing our guests .
8 } polite & friendly alternative.
I don’t know - I will find out .
No - what I can do is .
That’s not my job - let me find the right person who can
Help you with this …….
That’s not my fault - lets see what best we can do about this.
Calm down - I apologies.
I want you to - lets .
9} take things slowly .
- this is because guests care more about quality service & the
competence of the service staff , rather than speed of service .
10 } know how to close the conversation .
- Your willingness to do this will show our guests 3 important
aspects .
-you really care about getting it right
-you willing to keep going , untile you get it right .

5. -you agree to the point that the guests are always right .
11 } getting feedback .
Getting feedback from our guests allows us to get an idea on what
matters to our guests . this make guests feel important as he feels the
organization is really bothering what their likes & dislikes are .
12 } followings qualities should be inherited by all f & b service staff .
Job knowledge.
Judgment.
Motivation to serve.
Selling techniques.
Planning .
Situation analysis .
Work standards { s.o.p }
Other things we need to keep in mind:
1} being professional in our work
2} by maintaining consistency in what we do.
Ways :

6. 1} first impression: hosting - greet guests as they enter our restaurant ,
depending on the time , its rightly said when the start is correct it ends
perfectly .
2} when the guest opens the restaurant door. {Enters the restaurant}.
3} escorting the guest at the allotted table.
4} taking the order .{ greet guest at the time of order taking }
5} suggesting them signature dishes of our restaurant. – guests
normally likes suggestion’s form the servers , this is a perfect act where
we can impress our guests , by giving away information to them about
our products .
6} serving flavoured water . – with this iam quit sure guests will
definitely get impressed & surprised as till now they may have not
come across any restaurant serving flavoured water .also here we can
inform them about the health benefits of drinking flavoured water.
Oranges are good sources of minerals such as calcium , iron , sodium ,
copper , potassium , magnesium & sulfur .
7} doing follow up after each course , whether they enjoyed it or not.
With such kinds of follow up , guests will definitely be impressed as
they will come to know that the service staff is really concern about
what their guests taste is about .
8} if any special request by any guest on food , consult with our head
chef if its possible.
9} suggesting them our signature desserts.
10 } greeting our guests at all points .

7. Right from entering to exit.
11 } be observative on small things ,like refilling of water glasses ,
making sure specific table have right kind of cutleries before their food
arrives on table, tissue paper.
12 } never argue with our guests .
Always be calm & always show courtesy & respect to all our guests .
Always remember guests wants us to …..
Greet him .
Value him.
Help him.
Listen to him.
Invite him back .
Most Important to impress him .