Technology is making service
to the guest more efficient and management of resources
more precise, but it is the "Five Levels of Service" and
"Five Hospitality Moments of Truth" that determine if
the guest returns, and if the business remains
profitable and legal
Learn about the demographic
"Bookend Generations" and how they are shaping the
future of dining and entertainment, evaluate your "level
of service" and determine how skilled you are at the
"hospitality moments of truth" and finally, assess how
effective your policies and training are in blending
these ingredients into a recipe for success.
As a pioneer in the movement to establish responsible
beverage service training as a requirement for
bartenders, servers and managers, Peters has overseen
the evolution of the concept coined in 1968 by Wendell
Hunt to its implementation in cities in countries around
the world.
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Jim
Peters