Managers are afraid to approach the desks, here's how to do it

The presence of a manager at the table is of great importance to our guests' experience. It is important for us as managers to know that the shift managers are personally interested in the guests' experience, receive feedback, and work to enhance the guests' experience.

In many cases, shift managers are afraid to approach, either because they know there is a problem and avoid dealing with it or because they don't know how to get there and what to ask. To that end, we have prepared a short action plan for you, which if you follow will allow you to reach a large number of tables during the evening and give each of them personal attention.

"Excuses" to approach the table –

It is important to be as honest as possible so that guests want to continue the conversation, express sincere and caring concern and do not be afraid of negative feedback. If they have comments for improvement, thank them for sharing them with you. "That's why I came by, I wanted to make sure you were enjoying yourself/hear your thoughts/see that you were not missing anything." Apologize – use "I", do not blame other departments. Try to solve the problem and improve their continued stay with us.

More about resolving issues with guests here.

A marketing aspect is always good –

Restaurant managers, this is for you – it is recommended to add a section to the end-of-shift report for the shift manager to fill out –

When managers know they need to write desk interactions in the end-of-shift report, they make sure to produce them during the shift.

Only through personal acquaintance with our guests can we surprise, excite them, and offer them a unique service experience.