Do your staff really understand the difference between service and guest experience? There is no reason to spend so much time and effort on the guest experience without ensuring that your newest team members, often the first touch to new and existing customers, understand it's critical importance. In this session, hear from an experienced owner/operator on how they successfully implemented a Steps of Service program for new hires to:
- Ensure that guests have a great experience
- Gain new guests and keep your loyal customers coming back
- Make sure you're not shooting yourself in the foot (and the wallet) by teaching your team what guest experience is, why it's important, and how to deliver it!
