Front-of-the-House

What’s the word on guest relations?

Posted on Nov 24, 2005 in Front-of-the-House, Guest Experience, How We See It Blog by Jeffrey Summers 0 Comments

Guest Relations

Whether handling special requests or responding to complaints, good guest relations are critical. Some approaches:The point of reference for a guest is the employee they encounter on the floor, on the phone. Anticipate guest needs and requests, put systems in place, and empower all employees. The quicker employees respond, the longer that guest will stay with you.

“I work lunch and dinner shifts at our six locations, which gives me the opportunity to personally interact with as many guests as possible. My name tag says “owner” which not only helps makes a personal connection but attaches responsibility. Our comment cards also invite guests to contact me; I answer all, about 50 per month.“
~ Beverly Mascari, co-owner/dir. of guest relations, Anthony’s Seafood Restaurants, San Diego, CA

“If you put guest relations on just one person, you’ll never win. Everyone, especially phone and door staff, need to be trained and empowered to take care of everything they can for guests and communicate with those who need to know. It’s having people who innately want to care for others along with the right systems.“
~Tracey Spillane, GM, Spago, Beverly Hills, CA