WEST
What does WEST stand for?
Welcome, eye contact, smile, thank you
When or what is the acronym LEARN used for?
Service recovery model that helps fix a guest issue or complaint
“Our _____ make the difference-and embody our hospitality culture”
People
If someone came in with an allergy, who would you direct them to?
Person in charge
How do we greet guests and respect them as individuals?
Smile, greet guests with respect, learn guests names, greet every guest, using WEST
What is the universal way of saying “Welcome?”
Smiling
What does LEARN stand for?
Listen, empathize, apologize/acknowledge, resolve, notify
What does SERVE stand for?
Service, experience, respect, values, execution
If someone asks for a second serving do we give it to them?
Residential: yes, Retail: no
How do we keep a safe and spotless environment?
Using opening and closing checklist, hand washing procedures, labeling and dating, see something say something
What are examples of positive body language?
Smiling, no arm crossing, strong eye contact, friendly tone, standing up straight
How does LEARN differ from WEST?
LEARN helps guide us when an issue is present with a guest, LEARN will not be used with all guests. WEST is a greeting strategy that should be used on all guests.
What are some ways we can create a positive guest experience?
By offering warm greetings, ensuring high-quality food, maintaining a clean dining area and service lines, using positive body language, engaging in friendly interactions, actively listening, and promptly resolving any issues.
Why are principles like WEST, LEARN, and SERVE important to our business?
They provide our team with clear guidelines for maintaining professionalism and delivering customer service that encourages guests to return again and again.
How do I make wise use of time and resources?
Understanding that time is important to guests and to work in an efficient and friendly way, ready to serve guests on time, use the tools and recipes available to maximize productivity.
What is an example of giving a helpful suggestion?
Would you like to make that a combo today? I see you ordered the turkey burger, would you like to try our fresh sweet potato fries with that? We have a BOGO sale on that bottled drink would you like to go back and grab another to receive that sale?
Why is it important to apologize even if the issue wasn't your personal fault (E in LEARN)?
It allows the guest to feel heard and valued as a customer.
You’re working as the busser, and you notice the cashier has stepped away during the busy lunch rush. A line is beginning to form at the door. What should you do?
Greet the waiting guests, apologize for the delay, and reassure them that the cashier will be with them shortly.
What are the 9 major allergens?
Milk, eggs, fish, shellfish, tree nuts, peanuts, wheat, soybeans, sesame
How do I value teamwork and help however is needed to make guests happy?
Actively help my coworkers when assistance is needed, ask for help when you need it, don’t wait to be asked to clean or stock something when you notice it, when a customer asks for help you will help them or find a supervisor if you don’t know how to help
How can WEST influence a guest’s experience, either positively or negatively?
A poor interaction may discourage a guest from returning. It’s far more pleasant to enter a room where an employee appears cheerful and welcoming than one where the employee seems irritated or unhappy.
Use LEARN for this scenario. Sarah has waited in line at the Grille for over 10 minutes. Upon receiving her order, she doesn’t like how well done her burger is. She can’t wait any longer, reluctantly takes her burger, and expresses her frustration to the cashier on her way out.
Listen-thank you for bringing this to my attention. Empathize-I understand your frustration. Apologize/Acknowledge- Food quality and service is important to us. I’m sorry your burger wasn’t cooked to your preference. Resolve-Can I make this right for you by cooking you a new burger to your preference? Notify-Let your manager know that there was an issue with the customers order and let them know that you did resolve it. Or if there was an issue with temperatures, machinery, customer was not overall satisfied, etc let the manager know.
What are the core values (V in SERVE)?What does SERVE stand for?
We value integrity, deliver commitments, respect diversity and appreciate differences, passionate about what we do.
You notice a guest wandering around the dining room or food court, repeatedly making laps. How could you use your customer service skills to assist them?
You could approach them politely and ask if they need help, are looking for something specific, or would like a tour or explanation of the areas.
How do I take pride in my job?
Have fun, positive attitude, focus on positive rather than negative, using positive phrasing, being approachable, attentive