To enhance customer service skills in frontline staff, focus on continuous training, motivation, and support. Start with interactive workshops on key hospitality principles like empathy, active listening, and personalized service. Encourage role-playing scenarios to practice handling challenging situations. Provide clear service standards and empower staff to make decisions that enhance guest experiences. Offer real-time feedback and recognize outstanding efforts to boost morale. Pair new staff with experienced mentors and implement daily briefings to reinforce best practices. Creating a supportive environment fosters confidence, enabling staff to deliver exceptional service consistently.

Supporting frontline staff in mastering customer service techniques starts with comprehensive training on communication, active listening, and conflict resolution. Implement mentorship programs to pair experienced employees with newer staff for hands-on guidance. Foster a feedback-driven culture where team members feel valued and empowered to share insights and challenges. Regularly recognize and reward excellent service to motivate staff. Additionally, provide real-time support tools like scripts or checklists to build confidence. These strategies help transform challenges into opportunities for exceptional service delivery.

More now than ever, we live in times of constant change, driven by new digital trends and by continuous updates in the tastes and desires of our guests and clients. That said, I believe that every professional must integrate their personal concerns with the professional through passion and human and collective development. I do it through the soul of cooking and nutrition, covering all its areas and realities.Continuous training

The team has to have a strong understanding of the fundamentals such as 10-5, asking open ended questions, understanding personas, etc. These condition the team to build empathy and active listening skills that are foundational to the wow moments we want. Try these: 1: Consistently audit the basic expectations of every guest interaction with timely feedback for misses 2: Role play more nuanced scenarios so they can be caught off guard with you vs. in front of a guest - have some fun with this but make sure they walk away with the tools to handle in the future 3: Recognize the milestones as they consistently master the basics, when they successfully de-escalate, and when they received name mentions for going above and beyond expectations