Shift leader and restaurant crew trainer coordinator
americana
Total years of experience :5 years, 5 Months
A.Supervisor, leadership, ability to influence others to get results.
•Respect x Trust = Leadership
B.I use the following techniques to make good decisions:
•Analyze the situation
•Consider possible alternatives
•Select the best alternative
•Evaluate my decision
C.Restaurant crew trainer coordinator, using the ( Four Methods Of Training
1.Preparation:
•Your self
•Tools
•Time
•Place
2.Explanation and Demonstration:
•Explain everything.
•Demonstrate slowly everything.
•Allow him to ask all questions and we answer him.
(Ask him questions to make sure he understands).
3.Performance:
•Starts performing.
(Don’t ask him too many questions to don’t disturb him)
•Encouragement.
4.Follow up
D.There are 5 simple steps to follow to handle each guest complain:
1.Listen: give the guest your full attention. Remain calm.
2.Apologize: be sincere. Show the guest you are concerned that they did not service/product they expected.
3.Fix the problem: most of the time it is clears how to fix the problem. However there are times when you will need to ask the guest how they would like you to fix the problem (to make it right for them).
4.Thank the guest: the guest gave you an opportunity to fix the problem and an opportunity to possibly prevent another complaint. Make sure you say thank you! (And check back, as needed, to make sure they are now satisfied and happy).
5.Follow up: why did this complaint happen? What do you need to do to prevent another complaint? Take action to make sure this doesn’t happen again.
No one may expect that you will know the answer of each question or even to handle every situation correctly. However, as a crew trainer or supervisor, I will have to use all my best judgment to do the right things in all the situations when communicate with guests.
Sales and relations C.I.S, Beirut, Lebanon College