Management

People Performance Management System - Find the Pearl (Part One)

Understand the importance of creating a growth-oriented and thriving culture that fosters teamwork and empowerment

Discover the “Feel Good” Experience

Learn statistics and facts that support a culture that is both team and guest-focused

Find out the power behind using positive people skills to create bonds and build loyalty amongst your team members and guests

Learn how to create standards using the 7 P’s method

Discover the importance of using accountability measures

Learn a proven measuring system to identify and track high, average, and low performers

Discover the importance of assessing total team member contribution

Learn how to motivate teams and use the 3P’s approach

Find out how the 80/20 Rule applies in your business

Discover your internal and external customers

Understand what it takes to create loyal guests and inspire them to refer five friends to your business.

Coaching and Accountability - Find the Pearl (Part Two)

I. Understand why positive coaching is essential
- Discover what coaching is and why it is important having a committed staff, especially in today's labor   market
- Learn the turnover cost for one employee
- Discover how effective coaching benefits managers, team members, and guests
- Understand that coaching in not a one-time deal
- Learn coaching myths, and the importance of creating new coaching habits

II. Learn the ten-step coaching process and key principles and procedures
- Master the ten proven coaching steps
- Learn how to use positive dialogue and avoid destructive words that build barriers
- Discover results oriented resolutions to solve employee barriers of peak performance
- Understand how to conduct a professional coaching session
- Perform a precoaching assessment following a coaching checklist
- Understand the importance of effective documentation

III. Observe the instructor applying the principles and demonstrating the ten-step coaching process by using common industry scenarios

IV. Attendees will practice the ten-step coaching process by role-playing and using common scenarios

Service Recovery - Turn Complaints into Cash

I. Understand why professional service recovery is essential
- Learn to take a complaint professionally, not personally
- Discover how effective service recovery benefits employees, managers, and guests
- Understand the power behind an immediate apology
- Discover the cost of one lost guest

II. Master key principles to recover complaints on the spot
- Learn the seven-step recovery process that takes the fear out of complaint handling
- Use the "ace approach" to measure levels of guest dissatisfaction
- Group complaints into four basic categories
- Practice results-oriented dialogue and learn key words and phrases to calm upset guests-instantly
- Listen to scripted industry scenarios and learn how to effectively resolve complaints

III. Observe the instructor applying the principles and demonstrating the seven-step recovery process while using common restaurant scenarios

IV. Attendees will practice the seven-step recovery process by role-playing and using common scenarios

Effective Dining Room Management - Becoming an Expert Dining Room Manager

I. Understand why being an expert dining room manager is essential
-Learn how running a dining room effectively will benefit manager, team members and guests
-Understand the impact of loosing one guest to your competition
-Discover the return-factor
-Support the 7 P's and learn how they relate to team performance

II. Learn the multi-functional role of the dining room manager
Understand your role regarding people: 
-Adopt the People Performance Process

Understand your role regarding tasks:
-Opening tasks
-Operating/Ongoing tasks
-Closing tasks

III. Discover the core characteristics of the dining room manager
-Professional role model
-Leader
-Delegater
-Team player
-Driver of motivation
-Problem-solver
-Positive communicator
-Time manager and priority setter

IV. Discover the 12 job roles of the dining room manager
Roles relating to:
-Management
-Team Members
-Guests

V. Learn the details and steps of each role and how they mesh together 

Interviewing Skills - Hiring for the Long Run

I. Understand why sound hiring practices are essential
- Discover the importance of effective hiring, especially in today's labor market
- Learn the cost of one poor hiring decision
- Discover how effective hiring benefits managers, the team, and the guests
- Dispel hiring myths and outdated practices
- Understand the importance of creating new hiring habits
- Learn the importance of expanding your hiring pool

II. Learn the methods and concepts
- Discover the ten proven hiring steps
- Learn how to assess candidates' applications and resumes
- Avoid inappropriate questions
- Discover interviewing questions that get results
- Assess and interpret candidates' answers
- Identify red flags, fatal flaws, and key verbal and nonverbal
- Use the dig and detail method of questioning
- Learn a quantitative, easy to use, rating system that helps evaluate candidates
- Understand the importance of thorough documentation

III. Observe the instructor applying the principles and demonstrating the hiring process while using common interview scenarios

IV. Attendees will practice the hiring process by role-playing and using common scenarios

Communication Skills - Communication at its Best

I. Understand the importance of effective communication
- Discover how effective communication benefits managers, the team, and the guests
- Learn about perception
- Uncover your learning style
- Understand personality styles
- Identify verbal and non verbal communication modes
- Understand the importance of creating new communication habits

II. Learn the methods and concepts
- Discover the communication steps
- Master solid listening skills
- Avoid inappropriate words
- Practice results-oriented dialogue and learn key words and phrases
- Assess and interpret communication styles

III. Observe the instructor applying the principles and demonstrating the communication process while using common communication methods

IV. Attendees will practice communication by role-playing and using common scenarios

 

Train to Gain - A Well-Oiled Team

Define training and understand why it is an ongoing process

Learn how training benefits managers, team members, and guests

Discover why trainers are vital role models

Master the performance building blocks and learn how they are the foundation to achieve peak performance

Learn key training tips and guidelines

Understand learning fundamentals and the tools needed for effective learning

Learn the performance categories for different types of learners

Measure training using a quantitative approach

Master the Six Training Steps

Adopt positive communication and effective dialogue techniques:
- Verbal language
- Nonverbal language

Discover learning distractions and barriers

Adopt positive listening skills

Understand the four main personality styles

Master learning styles
- Visual
- Auditory
- Kinesthetic/Tactile

Participate in hands-on learning demonstrations using common scenarios