Course Outline:
Module 1: The Value of Guest Feedback

• Feedback as a gift: shifting the mindset from defensive to receptive.

• Understanding the guest perspective and the cost of a lost customer.

• Identifying feedback channels: verbal, comment cards, online reviews.

• Exercise: Analyzing real online reviews to identify the core issue.

Module 2: The Art of Active Listening & The Table Touch

• Techniques for active listening and reading non-verbal cues.

• The manager's table touch: a strategic tool for feedback collection.

• Asking open-ended questions to uncover true feelings.

• Practical Lab: Role-playing effective table touch conversations.

Module 3: The Complaint Resolution Framework

• A step-by-step model: Listen, Empathize, Apologize, Solve, Thank (LEAST).

• Empowerment: knowing what you can offer to resolve an issue.

• Handling unreasonable guests and setting boundaries.

• Workshop: Resolving a series of challenging guest complaint scenarios.

Module 4: Mastering the Online Response

• The impact of public responses on reputation.

• Crafting responses to negative reviews that show empathy and a commitment to improvement.

• Encouraging and thanking guests for positive reviews.

• Practical Lab: Writing responses to a portfolio of sample reviews.

Module 5: Closing the Loop: From Feedback to Action

• Effective documentation: logging complaints and resolutions.

• Communicating feedback to the kitchen and other departments.

• Creating a feedback action plan and tracking improvements.

• Final Project: Developing a guest feedback protocol for a sample restaurant.