Profit Through Performance is an engaging, easy-to-use training kit designed to increase profitability for your restaurant. The self-contained kit includes:

• Trainer Manual
  
• Resource materials
  
• 5 Participant Manuals (each participant manual has 3 booklets of 4 modules each, for a total of 12 modules)
  
• Additional manuals are available (in packages of five sets only)

Program At A Glance

1. Service
   • Module 1: Gaining Customer Loyalty
     • Top 5 reasons customers don’t return
     • How to gain customer loyalty by enhancing core service
       
       
   • • Module 2: Developing a Positive Service Attitude
     • Top 10 customer turn-offs
     • The seven components of excellent customer service
       
       
   • • Module 3: Maximizing Customer Connections
     • The 4 critical components of every customer interaction
     • Maximize “moments of truth” with each customer
       
       
   • • Module 4: Cultivating Your Communications Skills
     • The 3 key elements of communication: verbal, non-verbal, vocal
     • The 6 essentials of effective listening
2. Solutions
   • Module 5: Igniting Your initiative
     • Define initiative and list its 5 key components
     • 3 steps for effective problem solving
       
       
   • Module 6: Resolving Guest Complaints
     • 3 types of difficult customers and how to handle them
       
     • 5-step process for resolving customer complaints
       
       
   • Module 7: Building Team Spirit
     • 3 key components for building a great team
       
     • The benefits of teamwork
       
       
   • Module 8: Team Feedback
     • Do’s and don’ts of receiving constructive feedback
       
     • How to give feedback using a powerful 3-step technique
       
       
3. Specialization
   • Module 9: Serving Customers with Special Needs
     • Serving elderly or solitary guests
       
     • Serving guests who speak a foreign language
       
       
   • Module 10: Knowing Your Menu
     • How to match your restaurant’s menu to your customer’s needs
       
     • What every restaurant service professional needs to know
       
       
   • Module 11: Selling Tips for Service Pros
     • 5 proven techniques for increasing sales
       
     • How to identify selling opportunities
       
       
   • Module 12: Creating a Memorable Meal Experience
     • The 4 steps to creating a memorable meal experience
       
     • “Reading” your customer

Who Should Attend

• Wait Staff
  
• Bartenders
  
• Host/Hostess
  
• Maitre d’
  
• Bus Staff

Session Details

• 12, one-hour modules that can be delivered as “stand-alone” programs or together as a series
  
• Full, do-it-yourself, training kit allows the program to be delivered to staff on site at your restaurant by yourself or by an internal trainer (external trainers are also available through OTEC)
  

Contact us to order!