Empower your restaurant leadership to cultivate a customer-focused culture that energises teams, delivering unforgettable dining experiences and boosting profitability. This masterclass will equip your company with the tools to differentiate itself from competitors by enhancing service quality and customer satisfaction, ultimately driving loyalty and success.

MASTERCLASS TOPICS
DAY 1
Re-envisioning Customer Expectations
Examine the Experience Quadrant Model Theory to explore shifting paradigms in customer expectations
Effective strategies for executives to forecast emerging trends in dining experiences.
Strategic Customer-Centric Leadership
Crafting a strategic vision and mission that aligns leadership priorities with customer centric goals
Role of top leadership in embedding a service-driven ethos throughout the organisation
Team Empowerment Principles
Leveraging “Inside-Out” strategy for empowering teams that drive ownership of customer experiences
Examine cross-industry innovations and success stories in employee empowerment.
Lessons from Apple Retail Stores
Conduct an in-depth exploration of Steve Job’s innovate store setup principles and translating them into crafted experiential restaurant journeys
DAY 2

Strategic Training Architectures
Design comprehensive and scalable training systems that align with overarching business goals
Innovative onboarding methods tailored for cultivating a forward thinking and service-oriented workforce
Leveraging Communication for Strategic Advantage
Masterclass on using emotional intelligence and strategic communication as tools for long-term customer relationship building
Analyse the three modes of persuasion to develop a clear and compelling message for internal and external customers
Harnessing Feedback for Strategic Growth
Advanced methodologies for extracting strategic insights from customer feedback
Case studies on leveraging feedback to fuel innovation and competitive differentiation

DAY3

Redefining Service Excellence for Frontline Teams
Principles and practices designed to elevate frontline execution to align with strategic objectives
Opportunities for anticipating and addressing evolving customer needs
Revenue Enhancement Techniques
Aligning upselling and cross-selling strategies with broader business objectives for maximum value creation.
Analytics-driven understanding of customer preferences for tailored service delivery.
Conflict Management
Transform conflicts into opportunities to reinforce brand loyalty by focusing on relationship building.
Frameworks for strategic conflict resolution that enhance long-term customer relationships.

Higher management in hospitality, restaurant owners, Hotels F&B Managers

None

Upon completion of the 3 days Masterclass