It’s one thing being a smiley, friendly waiter, it’s quite another setting-up and delivering a shift as a manager that ensures incredible hospitality is being delivered at all times, and that an opportunity to surprise & delight customers aren’t missed. Being nice to people is just one small part of it – the art of hospitality isn’t just a personality trait – it’s an operating system. 

This workshop first lays the groundwork by discussing the difference between “service” and “hospitality” – the latter rooted in a feeling, as customers come to “trust” your brand through the experience they get, and go on to recommend it. 

From there we move the conversation on to codifying it: 

• Where should a shift leader place themselves to SEE all the of the hospitality moments arising on a shift? 
• What levers do they have at their disposal to create the right atmosphere, at the right time of the day?
• How do we not only meet, but exceed expectations for every profile, and every “need state” of all the customers that walk through the door? 
• What are the indirect, unspoken customer signals that tell you something isn’t right? 
• How do you motivate and empower your team to do the same?