Etiquette and communication training for restaurants
Etiquette and communication training for restaurants
That je ne sais quoi to delight your diners
I bring flair to your face-to-face connections and diner interactions. Together, we will build an understanding of best-practice service and identify how it differs to your restaurant’s existing service. We explore how staff communication presents itself in customer reviews and define how each person can elevate their communication, personability, service and understanding of cross-cultural actions to delight high-paying customers.
How can training help restaurants staff?
We go deeper than simply learning techniques. I show your staff how to instantly connect and identify with the diner – the human – in front of them. With powerful and effective communication, you and your staff can elevate performance, nurture that extra special human touch and radically alter customer perception of your restaurant.
We can also sprinkle some magic over your supervisors’ and managers’ briefings, to make them more engaging and inspiring and motivate your staff before they hit the floor.
How can I help you, your staff, your customers and your restaurant benefit?
• Provide elevated phrases for non-native English speakers
• Train all staff in high-level etiquette and communication
• Integrate awareness of tone of voice and use of spoken and body language
• Understand how to delight customers
• Develop an environment staff want to stay in
• Improve customer reviews after dining with you
Book bespoke etiquette training designed specifically for your staff and restaurant
I really enjoyed my training sessions with Jessica. Hers was a very different approach, and I think I’ll be able to connect with staff members on a more personal level both during briefings and in general.
– F.M.
Best training we’ve had!
Three unexpectedly intense training sessions. We want more!
– R.D.
Craft a programme specifically for your staff and restaurant
What can we work on during your etiquette training?
Before the menu, before the wine list, before the food, your staff are the face of your restaurant. It is their smile and their welcome that create your customers’ first impression.
Whether your staff speak English as their first or an additional language, giving them a robust playbook to appropriate behaviour and language ensures you can influence those vital first impressions.
GREETINGS
Create the perfect first impression from the moment your customers come through the door. With greetings designed specifically for your restaurant, we refine your staff’s language and behaviour to enhance the environment and your customers’ experience.
DEALING WITH UNUSUAL REQUESTS
Unusual requests or wishes staff members don’t understand can cause confusion. Being able to rely on a bank of automatic responses gives your people time to maintain dignity, process the request and, crucially, reduce unrehearsed, confused interactions with potentially demanding customers.
DEALING WITH INAPPROPRIATE BEHAVIOUR
Clear, respectful communication is the cornerstone of dealing with inappropriate customer behaviour. We explore scales of response and choose phrases that avoid causing offence but make it clear a situation is unacceptable and/or how to escalate while maintaining composure.
COMPLAINT HANDLING
Following a clear, logical progress and using polite, appropriate language, staff members can detach themselves emotionally from a challenging situation. At the same time, they can show the empathy vital for resolving a complaint in a way that brings the customer back.
APOLOGIES
Whether your staff speak English as their first or an additional language, they need to be able to apologise, and for that apology to land effectively. Using powerful language, gestures and body language, they can prove their apology is sincere and heartfelt.
Training for leaders, supervisors and general managers
Supervisors and general managers from top hospitality schools learnt to deal with complaints and apologies from a place of extreme professionalism. And while this was once absolutely necessary, as society changes, these quite staid communications can have an adverse response from customers.
Empathetic, sincere communication is the order of the day. So we explore beyond that formal professional training, refining responses for the upper echelons of restauranteurs, so you can connect your customers on a human level.
Awards & Testimonials
2018
Runner-Up
Best Coach for Presentation
High Impact
2019
Best Coach in London
Presentation Matters
2020
Best Coach for Presentation
High Impact
Best training we've had!
Three unexpectedly intense training sessions. We want more!
- R.D.
Hakkasan
We thoroughly enjoyed our time working with Jessica at Hakkasan, London.
She is a truly valuable asset to absolutely any team. Her level of empathy and expertise in human relations makes her approach unique and very personal.
- A.S.
What a tremendous training! I feel so much happier coming into work. I am inspired and much more present. I relate to clients very differently now even in the toughest of situations. I don't find it as confronting or as annoying.
As an unexpected bonus I have been applying a lot of the tools in my personal life too. A real game changer.
- A.G.
Jessica is a lovely, easy-going person. From the beginning, we had a right connection.
The training was intense and gave me a different view of my relationships with people around me.
- A.Q.
I loved the coaching with Jessica working on a specific situation.
I now feel equipped to have the discussion I need to have. She really understood my issue.
- D.P.
Hakkasan, Mayfair
I really enjoyed my training sessions with Jessica. Hers was a very different approach, and I think I'll be able to connect with staff members on a more personal level both during briefings and in general.
- F.M.
We've had several trainings in our department over the years. But never like this one! Jessica's training was so different. It was exciting, challenging, powerful and more importantly extremely useful.
We are so much more connected as a team and communicate way more effectively. This has made a profound difference to the way work and ultimately to our clients who leave us great feedback. Thank you so much for your impressive work, Jessica!
- L.T.
Really useful coaching – Jessica helped me a lot to prepare my talk for my new team. Very good support. It was really important – it changed my life.
I have worked with Jessica multiple times over the past several years and every single time, not only I remind myself what a great professional she is but how beautiful and kind she is as a person.
Last time we worked together on a session to increase mental health awareness in a workplace and as always Jessica left a tremendous mark on people she worked with.
Thank you for being You!
- A.S.
Very, very useful training and follow up coaching sessions.
- R.R.
I found the coaching with Jessica inspiring and just what I needed.
- S.T.
My coaching with Jessica was a source of great and applicable knowledge and information which I have used both in my work and even in my life. Thank you, Jessica.
- L.C.
Very supportive, encouraging and effective coaching and training. Brilliant!
- S.L.
I feel so much more confident giving my presentations to my staff now.
- A.H.
I loved Jessica’s training. It was so different. It had all the necessary elements to make it really successful and useful. A perfect blend of very practical tools, some slightly confronting yet great exercises, plus a lot of fun. And all, delivered with warmth and thoughtfulness.
The greatest coaching and training I’ve had.
- E.M.
Best training we've had!
Three unexpectedly intense training sessions. We want more!
- R.D.
We thoroughly enjoyed our time working with Jessica at Hakkasan, London.
She is a truly valuable asset to absolutely any team. Her level of empathy and expertise in human relations makes her approach unique and very personal.
- A.S.
What a tremendous training! I feel so much happier coming into work. I am inspired and much more present. I relate to clients very differently now even in the toughest of situations. I don't find it as confronting or as annoying.
As an unexpected bonus I have been applying a lot of the tools in my personal life too. A real game changer.
- A.G.
Jessica is a lovely, easy-going person. From the beginning, we had a right connection.
The training was intense and gave me a different view of my relationships with people around me.
- A.Q.
I loved the coaching with Jessica working on a specific situation.
I now feel equipped to have the discussion I need to have. She really understood my issue.
- D.P.
I really enjoyed my training sessions with Jessica. Hers was a very different approach, and I think I'll be able to connect with staff members on a more personal level both during briefings and in general.
- F.M.
We've had several trainings in our department over the years. But never like this one! Jessica's training was so different. It was exciting, challenging, powerful and more importantly extremely useful.
We are so much more connected as a team and communicate way more effectively. This has made a profound difference to the way work and ultimately to our clients who leave us great feedback. Thank you so much for your impressive work, Jessica!
- L.T.
Very, very useful training and follow up coaching sessions.
- R.R.
I found the coaching with Jessica inspiring and just what I needed.
- S.T.
My coaching with Jessica was a source of great and applicable knowledge and information which I have used both in my work and even in my life. Thank you, Jessica.
- L.C.
Very supportive, encouraging and effective coaching and training. Brilliant!
- S.L.
I feel so much more confident giving my presentations to my staff now.
- A.H.
I loved Jessica’s training. It was so different. It had all the necessary elements to make it really successful and useful. A perfect blend of very practical tools, some slightly confronting yet great exercises, plus a lot of fun. And all, delivered with warmth and thoughtfulness.
The greatest coaching and training I’ve had.
- E.M.
Tailored training for you
Get In Touch
Email: info@yourexpertcoach.com
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