15d • General discussion
🍻Connecting with Guests
Busy managers only talk to guests when something goes wrong. Productive managers know guest connection is where loyalty and repeat business are built.
Productive managers:
- Walk the floor daily with intention.
- Do at least 10 meaningful table touches per shift.
- Remember names, preferences, or special occasions.
- Ask thoughtful questions that show you care beyond the transaction.
Case Example:One GM started writing down guest details in a small “loyalty notebook.” When the guest came back, he’d say, “Welcome back! How was that ski trip you mentioned?” Guests were blown away. His pub saw a measurable uptick in repeat visits.
Reflection Exercise:
- How many guests did you meaningfully connect with last shift?
- What system could you use (mental, notebook, digital) to remember and follow up?
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🍻Connecting with Guests
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