Podcast
Questions and Answers
What must each location have onsite for the pre-shift huddle?
What must each location have onsite for the pre-shift huddle?
Who should attend the pre-shift huddle?
Who should attend the pre-shift huddle?
What should staff bring to the pre-shift huddle?
What should staff bring to the pre-shift huddle?
What is the greatest asset provided by the pre-shift huddle?
What is the greatest asset provided by the pre-shift huddle?
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What is NOT allowed during the pre-shift huddle?
What is NOT allowed during the pre-shift huddle?
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Why is it important for the Manager and Chef to be aligned on the action plan?
Why is it important for the Manager and Chef to be aligned on the action plan?
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What is the purpose of the role call during the pre-shift huddle?
What is the purpose of the role call during the pre-shift huddle?
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What should be manually added to the pre-shift log during discussions?
What should be manually added to the pre-shift log during discussions?
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What are the exceptions to the 'no cellphone use' rule during pre-shift huddle?
What are the exceptions to the 'no cellphone use' rule during pre-shift huddle?
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Why are questions encouraged during the pre-shift huddle?
Why are questions encouraged during the pre-shift huddle?
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What should the team do during the pre-shift huddle in order to increase knowledge and share ideas?
What should the team do during the pre-shift huddle in order to increase knowledge and share ideas?
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What should all scheduled servers, bussers, runners, and bartenders bring to the pre-shift huddle?
What should all scheduled servers, bussers, runners, and bartenders bring to the pre-shift huddle?
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What is the purpose of the role call done by the Manager and Chef during the pre-shift huddle?
What is the purpose of the role call done by the Manager and Chef during the pre-shift huddle?
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What is the structure review item that involves welcoming the team?
What is the structure review item that involves welcoming the team?
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What are the exceptions to the 'no cellphone use' rule during the pre-shift huddle?
What are the exceptions to the 'no cellphone use' rule during the pre-shift huddle?
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Why is it important for the Manager and Chef to be aligned on the action plan for the day?
Why is it important for the Manager and Chef to be aligned on the action plan for the day?
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What is the key requirement for staff attending the pre-shift huddle?
What is the key requirement for staff attending the pre-shift huddle?
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What is the main reason for encouraging questions during the pre-shift huddle?
What is the main reason for encouraging questions during the pre-shift huddle?
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What should be done with the notes covering various areas before the pre-shift huddle?
What should be done with the notes covering various areas before the pre-shift huddle?
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What is the primary asset provided by the pre-shift huddle?
What is the primary asset provided by the pre-shift huddle?
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To provide simply the best facilities and service for successful aging with professional and compassionate care to each person we serve.OUR VISION The premier provider in Southwest Florida of services, facilities and health support to enable successful ______.
To provide simply the best facilities and service for successful aging with professional and compassionate care to each person we serve.OUR VISION The premier provider in Southwest Florida of services, facilities and health support to enable successful ______.
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Respect for each person Ethical behavior Quality through integrity, accountability, excellence Open to innovation Commitment to non-profit to serve seniors and our greater ______ Diversity as strength 7 Welcome Standards to be followed across all properties Acknowledgment: Greet residents with eye contact and a ______.
Respect for each person Ethical behavior Quality through integrity, accountability, excellence Open to innovation Commitment to non-profit to serve seniors and our greater ______ Diversity as strength 7 Welcome Standards to be followed across all properties Acknowledgment: Greet residents with eye contact and a ______.
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Departure Thanks: Thank residents as they leave to convey ______.
Departure Thanks: Thank residents as they leave to convey ______.
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Silverware Protocol: Use a tray for silverware tasks, avoiding contact with the eating surfaces.Glassware Handling: Always hold glassware by the ______.
Silverware Protocol: Use a tray for silverware tasks, avoiding contact with the eating surfaces.Glassware Handling: Always hold glassware by the ______.
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Uniform & Appearance: Keep your uniform and shoes clean and ______.
Uniform & Appearance: Keep your uniform and shoes clean and ______.
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Furniture Vigilance: Address unstable furniture immediately for safety and ______.
Furniture Vigilance: Address unstable furniture immediately for safety and ______.
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To empower our dining partners, we equip them with comprehensive training and resources aimed at broadening their ________.
To empower our dining partners, we equip them with comprehensive training and resources aimed at broadening their ________.
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Managers are to be active on the floor during service periods to provide ________ oversight.
Managers are to be active on the floor during service periods to provide ________ oversight.
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Consistently check in with residents, remaining accessible throughout the ________.
Consistently check in with residents, remaining accessible throughout the ________.
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Understand daily specials and unavailable items thoroughly to have Menu ________.
Understand daily specials and unavailable items thoroughly to have Menu ________.
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Be well-versed in all bar offerings to have good Bar ________.
Be well-versed in all bar offerings to have good Bar ________.
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Chill Champagne, white wine, and beer to meet Beverage ________.
Chill Champagne, white wine, and beer to meet Beverage ________.
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Sincerity is the genuine desire to please and a dedicated effort to understand the needs of your ________.
Sincerity is the genuine desire to please and a dedicated effort to understand the needs of your ________.
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Convey confidence with good posture to show ________.
Convey confidence with good posture to show ________.
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Use open gestures to welcome guest interaction, avoiding closed ________.
Use open gestures to welcome guest interaction, avoiding closed ________.
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Your facial expressions can speak louder than words; let them convey positivity and ________.
Your facial expressions can speak louder than words; let them convey positivity and ________.
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Continuously check for satisfaction and manage beverage ______.
Continuously check for satisfaction and manage beverage ______.
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Ensure all staff acknowledge departing residents with a genuine farewell and an invitation to return, enhancing the final impression and fostering ______.
Ensure all staff acknowledge departing residents with a genuine farewell and an invitation to return, enhancing the final impression and fostering ______.
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Ensure a seamless transition from arrival to being seated with these ______.
Ensure a seamless transition from arrival to being seated with these ______.
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Lead the party to their table at a considerate pace, ensuring they comfortably keep ______.
Lead the party to their table at a considerate pace, ensuring they comfortably keep ______.
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Promptly acknowledge new guests within two minutes of seating. If delayed, involve a manager to ensure immediate ______.
Promptly acknowledge new guests within two minutes of seating. If delayed, involve a manager to ensure immediate ______.
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Use a clean, wooden, or metal tray for transportation, serving from the guest’s right side when ______.
Use a clean, wooden, or metal tray for transportation, serving from the guest’s right side when ______.
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Make a timely approach when guests appear ready, establishing eye contact with the host to offer information on menu ______.
Make a timely approach when guests appear ready, establishing eye contact with the host to offer information on menu ______.
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Describe additions clearly, using a slow, positive tone with descriptive ______.
Describe additions clearly, using a slow, positive tone with descriptive ______.
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Avoid reading from notes; present menu items from memory with ______.
Avoid reading from notes; present menu items from memory with ______.
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Use inclusive language such as 'we offer' rather than 'I have,' to foster a ______-oriented atmosphere.
Use inclusive language such as 'we offer' rather than 'I have,' to foster a ______-oriented atmosphere.
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Greet residents with the 20-10-5 Rule. When the resident is 20 feet away from you, make ______ contact
Greet residents with the 20-10-5 Rule. When the resident is 20 feet away from you, make ______ contact
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At 10 feet, ______
At 10 feet, ______
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At 5 feet, say “Hello” in a warm sincere ______
At 5 feet, say “Hello” in a warm sincere ______
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Hospitality is the spirit that animates our service, evident in: Warmth: Greeting residents with genuine smiles and engaging ______
Hospitality is the spirit that animates our service, evident in: Warmth: Greeting residents with genuine smiles and engaging ______
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Generosity: Anticipating resident needs and going the extra mile to fulfill ______
Generosity: Anticipating resident needs and going the extra mile to fulfill ______
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In Hospitality: We embody warmth and create personal ______
In Hospitality: We embody warmth and create personal ______
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Service is given; hospitality is ______
Service is given; hospitality is ______
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Introduce the restaurant’s concept and highlight the wine/cocktail list with ______
Introduce the restaurant’s concept and highlight the wine/cocktail list with ______
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Take food orders, starting with the most senior female, and suggest sides or ______
Take food orders, starting with the most senior female, and suggest sides or ______
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Offer wine suggestions for the main course if not previously ______
Offer wine suggestions for the main course if not previously ______
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When taking the host’s food order, inquire about a ______ selection.
When taking the host’s food order, inquire about a ______ selection.
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Transport all wine and champagne glasses on a clean metal tray, positioning them at the 9 o’clock spot relative to the water glass for optimal accessibility and ______.
Transport all wine and champagne glasses on a clean metal tray, positioning them at the 9 o’clock spot relative to the water glass for optimal accessibility and ______.
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After setting new silverware, clear any redundant items from the table to maintain a tidy ______.
After setting new silverware, clear any redundant items from the table to maintain a tidy ______.
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Within 2-minutes or two bites from serving any course, discreetly return to the table to offer further ______.
Within 2-minutes or two bites from serving any course, discreetly return to the table to offer further ______.
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Use a tray for silverware tasks, avoiding contact with the eating ______.
Use a tray for silverware tasks, avoiding contact with the eating ______.
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Understand daily specials and unavailable items thoroughly to have Menu ______.
Understand daily specials and unavailable items thoroughly to have Menu ______.
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Chill Champagne, white wine, and beer to meet Beverage ______.
Chill Champagne, white wine, and beer to meet Beverage ______.
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Your facial expressions can speak louder than words; let them convey positivity and ______.
Your facial expressions can speak louder than words; let them convey positivity and ______.
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To empower our dining partners, we equip them with comprehensive training and resources aimed at broadening their ______.
To empower our dining partners, we equip them with comprehensive training and resources aimed at broadening their ______.
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Respect for each person Ethical behavior Quality through integrity, accountability, excellence Open to innovation Commitment to non-profit to serve seniors and our greater ______ Diversity as strength 7 Welcome Standards to be followed across all properties Acknowledgment: Greet residents with eye contact and a ______.
Respect for each person Ethical behavior Quality through integrity, accountability, excellence Open to innovation Commitment to non-profit to serve seniors and our greater ______ Diversity as strength 7 Welcome Standards to be followed across all properties Acknowledgment: Greet residents with eye contact and a ______.
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During the pre-shift huddle, avoid closed ________.
During the pre-shift huddle, avoid closed ________.
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Always hold glassware by the ______.
Always hold glassware by the ______.
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Departure Thanks: Thank residents as they leave to convey ______.
Departure Thanks: Thank residents as they leave to convey ______.
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Chill Champagne, white wine, and beer to meet Beverage ________.
Chill Champagne, white wine, and beer to meet Beverage ________.
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Uniform & Appearance: Keep your uniform and shoes clean and ______.
Uniform & Appearance: Keep your uniform and shoes clean and ______.
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Acknowledge: Greet residents with eye contact and a ______.
Acknowledge: Greet residents with eye contact and a ______.
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Be well-versed in all bar offerings to have good Bar ________.
Be well-versed in all bar offerings to have good Bar ________.
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Managers are to be active on the floor during service periods to provide ________ oversight.
Managers are to be active on the floor during service periods to provide ________ oversight.
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Sincerity is the genuine desire to please and a dedicated effort to understand the needs of your ________.
Sincerity is the genuine desire to please and a dedicated effort to understand the needs of your ________.
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Convey confidence with good posture to show ________.
Convey confidence with good posture to show ________.
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The Manager and Chef will put together notes covering the areas below before the meeting. Each log will be saved in the book for reference. Notes will be manually added to the log as they come up during ______ discussions. It is important that the Manager and Chef are aligned on the action plan for the day and speak as a unified team during ______.
The Manager and Chef will put together notes covering the areas below before the meeting. Each log will be saved in the book for reference. Notes will be manually added to the log as they come up during ______ discussions. It is important that the Manager and Chef are aligned on the action plan for the day and speak as a unified team during ______.
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All scheduled servers, bussers, runners, and bartenders are required to attend. Arrive on time, dressed for a shift with a pen & notepad to take detailed notes. The team should sit together making eye contact with the manager or chef conducting the lineup. No cellphone use or texting during the meeting. The exception to this rule is to take photos of food and beverage specials for reference.
All scheduled servers, bussers, runners, and bartenders are required to attend. Arrive on time, dressed for a shift with a pen & notepad to take detailed notes. The team should sit together making eye contact with the manager or chef conducting the lineup. No cellphone use or texting during the meeting. The exception to this rule is to take photos of food and beverage specials for reference.
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The greatest asset the pre-shift huddle provides is the forum to sit together with the intent of increasing knowledge and sharing ______. Questions during the huddle are welcome and encouraged!
The greatest asset the pre-shift huddle provides is the forum to sit together with the intent of increasing knowledge and sharing ______. Questions during the huddle are welcome and encouraged!
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The Manager and Chef will do a role call to ensure all are present.
The Manager and Chef will do a role call to ensure all are present.
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Greeting residents with genuine smiles and engaging ______.
Greeting residents with genuine smiles and engaging ______.
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Sincerity is the genuine desire to please and a dedicated effort to understand the needs of your ______.
Sincerity is the genuine desire to please and a dedicated effort to understand the needs of your ______.
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The daily pre-shift meeting is the key moment of the day where information is shared, team education continues, menu and beverage knowledge is shared, and changes are communicated. Pre-shift should be fun, engaging, and informative. The information that is presented by chefs and managers is essential for you to know, and you will be held accountable for this information. Without the tool of knowledge, levels of service cannot be maintained. For these reasons, a pre-service or pre-shift meeting is held before each service period. 1. __________
The daily pre-shift meeting is the key moment of the day where information is shared, team education continues, menu and beverage knowledge is shared, and changes are communicated. Pre-shift should be fun, engaging, and informative. The information that is presented by chefs and managers is essential for you to know, and you will be held accountable for this information. Without the tool of knowledge, levels of service cannot be maintained. For these reasons, a pre-service or pre-shift meeting is held before each service period. 1. __________
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What is the key requirement for staff attending the pre-shift huddle? Answer: Staff attending the pre-shift huddle must be well-versed in all bar offerings to have good Bar __________.
What is the key requirement for staff attending the pre-shift huddle? Answer: Staff attending the pre-shift huddle must be well-versed in all bar offerings to have good Bar __________.
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Lead the party to their table at a considerate pace, ensuring they comfortably keep __________.
Lead the party to their table at a considerate pace, ensuring they comfortably keep __________.
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What must each location have onsite for the pre-shift huddle? Answer: Each location must have a clean, wooden, or metal tray for transportation, serving from the guest’s right side when __________.
What must each location have onsite for the pre-shift huddle? Answer: Each location must have a clean, wooden, or metal tray for transportation, serving from the guest’s right side when __________.
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What is the purpose of the role call done by the Manager and Chef during the pre-shift huddle? Answer: The purpose is to ensure a seamless transition from arrival to being seated with these __________.
What is the purpose of the role call done by the Manager and Chef during the pre-shift huddle? Answer: The purpose is to ensure a seamless transition from arrival to being seated with these __________.
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Make a timely approach when guests appear ready, establishing eye contact with the host to offer information on menu __________.
Make a timely approach when guests appear ready, establishing eye contact with the host to offer information on menu __________.
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To empower our dining partners, we equip them with comprehensive training and resources aimed at broadening their __________.
To empower our dining partners, we equip them with comprehensive training and resources aimed at broadening their __________.
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Why are questions encouraged during the pre-shift huddle? Answer: Questions are encouraged to increase knowledge and share __________.
Why are questions encouraged during the pre-shift huddle? Answer: Questions are encouraged to increase knowledge and share __________.
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Your facial expressions can speak louder than words; let them convey positivity and __________.
Your facial expressions can speak louder than words; let them convey positivity and __________.
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What should all scheduled servers, bussers, runners, and bartenders bring to the pre-shift huddle? Answer: All should bring their __________.
What should all scheduled servers, bussers, runners, and bartenders bring to the pre-shift huddle? Answer: All should bring their __________.
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Great Responses Affirmative: Express enthusiasm with phrases like 'my pleasure' or 'happy to help' to show genuine eagerness in assisting residents. Inquisitive: Use open questions such as 'how may I help you?' Or 'what can I help you find today?' To engage residents in a helpful dialogue. Supportive: if youre unsure, respond with 'great question I will find someone who can best answer it for you,' demonstrating a commitment to resolving their query. Positive Confirmation: always affirm with a cheerful 'yes!' To convey a can-do attitude. Resourceful: show willingness to assist by saying 'let me see what I can do,' which reflects a proactive approach to service. Polite Greetings: start interactions with a friendly 'good morning' or 'good afternoon' to set a welcoming tone. Basic Courtesies: never underestimate the power of 'please,' 'thank you,' and 'you're welcome' in everyday interactions.
Great Responses Affirmative: Express enthusiasm with phrases like 'my pleasure' or 'happy to help' to show genuine eagerness in assisting residents. Inquisitive: Use open questions such as 'how may I help you?' Or 'what can I help you find today?' To engage residents in a helpful dialogue. Supportive: if youre unsure, respond with 'great question I will find someone who can best answer it for you,' demonstrating a commitment to resolving their query. Positive Confirmation: always affirm with a cheerful 'yes!' To convey a can-do attitude. Resourceful: show willingness to assist by saying 'let me see what I can do,' which reflects a proactive approach to service. Polite Greetings: start interactions with a friendly 'good morning' or 'good afternoon' to set a welcoming tone. Basic Courtesies: never underestimate the power of 'please,' 'thank you,' and 'you're welcome' in everyday interactions.
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Not-So-Great Responses Dismissive: Avoid casual dismissals like 'No problem' or 'No worries,' which may belittle residents' concerns. Impersonal: Steer clear of transactional language such as 'Next...' which can make residents feel like just another number. Negative: Do not express ignorance or unhelpfulness with 'I dont know' or blunt negatives like 'NO!' Instead, always offer an alternative or a path to a solution. Indifferent: Sidestep non-committal or gruff answers like 'Yeah' or 'I cant,' and statements like 'this never happens' that invalidate residents' experiences. Non-Responsive: Silence or a frown can be as powerful as words. Ensure your facial expressions and body language are always open and receptive.
Not-So-Great Responses Dismissive: Avoid casual dismissals like 'No problem' or 'No worries,' which may belittle residents' concerns. Impersonal: Steer clear of transactional language such as 'Next...' which can make residents feel like just another number. Negative: Do not express ignorance or unhelpfulness with 'I dont know' or blunt negatives like 'NO!' Instead, always offer an alternative or a path to a solution. Indifferent: Sidestep non-committal or gruff answers like 'Yeah' or 'I cant,' and statements like 'this never happens' that invalidate residents' experiences. Non-Responsive: Silence or a frown can be as powerful as words. Ensure your facial expressions and body language are always open and receptive.
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By choosing our responses wisely, we not only listen actively but also communicate respect, empathy, and a readiness to serve, ensuring our residents' experience is nothing short of exceptional. 22 Effective Communication ELEVATE Your Interaction: Enhance the Experience In elevated dining, the words we choose are as crucial as the service we provide.
By choosing our responses wisely, we not only listen actively but also communicate respect, empathy, and a readiness to serve, ensuring our residents' experience is nothing short of exceptional. 22 Effective Communication ELEVATE Your Interaction: Enhance the Experience In elevated dining, the words we choose are as crucial as the service we provide.
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This slide offers guidance on refining our verbal interactions for an exceptional guest experience. If you find yourself saying Hey, how are you doing? Replace it with 'Good evening Mr./Mrs.[Last Name], were delighted to see you again.' If you find yourself saying 'We just ran out.' Replace it with 'I apologize, but we've had a popular demand for our apple pie tonight and it's temporarily unavailable. May I recommend our exquisite Georgia Peach cobbler with vanilla ice cream as a delightful alternative?' If you find yourself saying 'Im not sure.' Replace it with 'That's an excellent question. Allow me just a moment to verify the details for you.' If you find yourself saying 'No problem!' Replace it with 'My pleasure', or 'Youre Welcome!' These curated responses are designed to demonstrate attentiveness, respect, and commitment to service excellence, ensuring that each guest feels personally valued and well-cared for. 23 Effective Communication Active Listening in the Restaurant Setting On The Phone Greeting: Incorrect: 'Hello?' Correct: 'Thank you for calling [Establishment Name]. This is [Your Name]. How may I assist you today?' Identifying the Establishment: Incorrect: 'Who is this?' Correct: 'Good [time of day], you've reached [Establishment Name]. How can I direct your call?' Offering Assistance: Incorrect: 'What do you want?' Correct: 'How may I be of service to you today?' Transferring Calls: Incorrect: 'Hold on.' Correct: 'May I place you on a brief hold while I connect you to the [specific department/person]?' Taking Messages: Incorrect: 'They're not available.' Correct: '[Name] is currently assisting another guest. May I take a detailed message and ensure they return your call promptly?' Ending the Call: Incorrect: 'Bye.' Correct: 'Thank you for calling [Establishment Name].
This slide offers guidance on refining our verbal interactions for an exceptional guest experience. If you find yourself saying Hey, how are you doing? Replace it with 'Good evening Mr./Mrs.[Last Name], were delighted to see you again.' If you find yourself saying 'We just ran out.' Replace it with 'I apologize, but we've had a popular demand for our apple pie tonight and it's temporarily unavailable. May I recommend our exquisite Georgia Peach cobbler with vanilla ice cream as a delightful alternative?' If you find yourself saying 'Im not sure.' Replace it with 'That's an excellent question. Allow me just a moment to verify the details for you.' If you find yourself saying 'No problem!' Replace it with 'My pleasure', or 'Youre Welcome!' These curated responses are designed to demonstrate attentiveness, respect, and commitment to service excellence, ensuring that each guest feels personally valued and well-cared for. 23 Effective Communication Active Listening in the Restaurant Setting On The Phone Greeting: Incorrect: 'Hello?' Correct: 'Thank you for calling [Establishment Name]. This is [Your Name]. How may I assist you today?' Identifying the Establishment: Incorrect: 'Who is this?' Correct: 'Good [time of day], you've reached [Establishment Name]. How can I direct your call?' Offering Assistance: Incorrect: 'What do you want?' Correct: 'How may I be of service to you today?' Transferring Calls: Incorrect: 'Hold on.' Correct: 'May I place you on a brief hold while I connect you to the [specific department/person]?' Taking Messages: Incorrect: 'They're not available.' Correct: '[Name] is currently assisting another guest. May I take a detailed message and ensure they return your call promptly?' Ending the Call: Incorrect: 'Bye.' Correct: 'Thank you for calling [Establishment Name].
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