2ND TRAINING SESSION GUEST EXPERIENCE.pptx

guest experiences

1. 2 ND TRAINING SESSION

2. Barista Basic Guest Experience Guide

3. 1. Warm Welcome 2. Active Listening 3. Product Knowledge 4. Efficient Service 5. Personal Touch 6. Quality Assurance 7. Clean and Organized Workspace 8. Thank and Invite Back 9. Handle Complaints Gracefully 10. End on a Positive Note

4. 1. WARM WELCOME Greet every guest with a genuine smile and friendly tone. Use their name if you know it, or simply offer a warm “Hello! How can I help you today?”

5. 2. ACTIVE LISTENING Pay close attention to the guest’s order and any special requests. Repeat the order back to ensure accuracy and avoid misunderstandings.

6. 3. PRODUCT KNOWLEDGE Be well-informed about the menu, including ingredients, preparation methods, and any seasonal specials. Offer recommendations based on the guest’s preferences if they seem unsure.

7. 4.EFFICIENT SERVICE Prepare drinks and food promptly while maintaining quality. If there is a delay, communicate it clearly and offer an apology if needed.

8. 5. PERSONAL TOUCH Engage in light conversation if the guest is open to it, but be mindful of their cues. Offer a little extra, like a sample of a new pastry or a suggestion for a complementary item.

9. 6. QUALITY ASSURANCE Ensure that every item served meets the standard for taste and presentation. Check that drinks are properly made and food is fresh before handing it over.

10. 7. CLEAN &ORGANIZED WORK SPACE Keep your station clean and organized to ensure a smooth workflow and a pleasant environment. Regularly sanitize surfaces and equipment to maintain hygiene.

11. 8. THANK YOU &INVITE BACK Always thank the guest for their visit. Invite them to return: “We hope to see you again soon!”

12. 9. HANDLE COMPLAINTS GRACEFULLY Listen to any concerns or complaints without getting defensive. Apologize sincerely and offer a solution or compensation if necessary.

13. 10. END ON POSITIVE NOTE Wish them a great day or enjoy their drink. Ensure they leave with a positive impression of their experience. Wish them a great day or enjoy their drink. Ensure they leave with a positive impression of their experience.