with positions designed to care, build relationships and to do something remarkable...not to hand-out menus and answer the phone.
Consider these are the first and last people your guests encounter. Consider they (and other front liners like them) have more face time with your customers than anyone else. So, why do we spend the least amount of time hiring and training them, why do we spend so little time cultivating them and why do we worry about an additional 25 cents per hour? Most importantly though, why do we teach them to function first and to care second? I guess we don't understand or don't want to believe that it's at this function-oriented, front-line level that we have the greatest opportunity to surprise people. This is where customers least expect someone to know the answer or take care of problems, let alone create any magic. This is also the place that gets remembered the most...the first and last impression. All in all, it's your sweet spot, the place where you can hit it the farthest, and the longest.
Answering the phone efficiently doesn't improve occupancy. Smiles and intelligence do. Greeters handing out menus while placing callers on hold doesn't increase the average check. Recognizing and engaging repeat clientèle do.
Caring always wins out over speed, systems and programs. Having someone at post is meaningless if there's no smile, hello, thank you or thoughtfulness attached.
Job descriptions are incomplete if they don't include:
- build relationships
- pick-up clues and hand-off
- thank you
- do something remarkable
Replace function with care at all costs.