Making a great first and last impression can be the difference between a one-time guest and a loyal regular. Kelli Laube, National Hospitality Field Trainer for RestaurantOwner.com, provided valuable insights for front of house workers looking to step up their service game. Here’s a recap of the key takeaways that will help you improve guest satisfaction—and ultimately, your tips.
The Power of First Impressions
Laube emphasized that the moment a guest walks in, the clock starts ticking on their first impression. From the initial greeting to those first few interactions, every move you make can either enhance or diminish a guest’s experience. One major point was the importance of being prompt, attentive, and warm. Something as simple as making eye contact and greeting guests within moments of their arrival sets the stage for a positive experience.
Laube also talked about the importance of anticipating guest needs early on. Whether it’s offering a drink or providing a quick rundown of the menu, these actions show that you’re invested in their comfort from the start. This attention to detail makes guests feel cared for, which leaves a lasting impression.
Exceptional Service = Higher Tips
One of the key themes throughout the webinar was that consistently providing exceptional service translates directly to bigger tips. It’s about being proactive—refilling drinks before they’re empty, checking in at the right moments without hovering, and making each guest feel like their experience is a priority.
The importance of personalized service was also highlighted. Remembering the preferences of regular guests or taking the time to recommend a dish based on their tastes can go a long way. These small but thoughtful actions often lead to better tips because guests recognize and appreciate the extra effort.
Nailing the Last Impression
The webinar also covered how critical the last impression is in creating a memorable guest experience. As Laube noted, the final interaction a guest has with you can either reinforce all the positive feelings you’ve built up or undo them. A genuine, personalized farewell—whether it’s a simple “thank you” or a comment about their visit—can leave guests walking out with a smile, ensuring they remember the experience fondly.
Making sure the guest knows you valued their business and thanking them for choosing your establishment goes a long way. This final touch can turn a good dining experience into a great one—and might even turn a one-time guest into a regular.
Consistency Is Key
Laube closed the session by emphasizing the value of consistency in service. Guests are more likely to return if they know they can expect the same level of care and attention each time they visit. She encouraged attendees to develop habits that ensure a high-quality experience, even when the restaurant or bar gets busy. This reliability builds trust and helps foster guest loyalty.
Final Thoughts
This webinar was an insightful reminder that success in hospitality comes from mastering the little things—greeting guests warmly, delivering proactive service, and ensuring every guest leaves happy. Front of house workers who consistently make a strong first and last impression will not only boost their tips but also create memorable experiences that keep guests coming back.
Missed the webinar? Stay tuned for future sessions, where you can continue learning how to elevate your guest service and much more.
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