In the moment a complaint lands at the table, the relationship goes one of two ways.
Handle it right and the guest remembers that you handled it right. In hospitality, a problem handled well is often remembered more vividly than a flawless meal. The …
Read More →At the end of every shift, there is money that stayed on every table your servers worked.
Not because the food was wrong. Not because the guests had a bad time. Because the conversation never happened.
The bottle of wine the table would have ordered …
Read More →A potential guest searches your restaurant on Google. They find a three-star review from two weeks ago. Then they look at your response.
That response is where the reservation decision gets made.
Not the star rating. The response.