Needs and expectations
Step 2
· A short description of the theme as well as a short video
· A short reflection
· A case - note and bring to workshop
· Small evaluation
Purpose of this theme:
To become aware of the guests needs and how to handle them
Watch this video and you will learn more about why and how needs are important for you to discover
REMEMBER
When guests have needs and expectations, it has nothing to do with you! This means, that when their needs and expectations are not met, it is not you personally that they get mad at!
It’s because their expectation were not met!
Pushing, known and unknown needs
We all have different type of needs. Some needs are pushing, meaning that they are “here and now” urgent. E.g. I am thirsty, just give me something to drink.
Our known needs, are the need we are aware of and choose actively. E.g. I am thirsty, I would like a glass of Chardonnay.
Our unknown needs are the needs that we are not aware of having. And this is where good service becomes relevant. We can discover our guests unknown needs, when we show interest and “double click”.
Double Click?
By engaging in dialogue with our guests and asking curiously, open questions. When the guest tell you someting unspecific, “double click” on that word. E.g. “You tell me the food wasn’t what you expected. Wich part didn’t live up to you expectations, and in what way?”.
Open questions are questions that require more than a short, fixed response - like “yes or no”
Reflection - note and bring to workshop
Why do you think it’s important to ask open-ended questions, and not Yes-No questions?
How do I ask open-ended questions?
Case
You work as a waiter. It's summer, it's lunchtime and the restaurant is full of guests. Everything is going well, but you have run out of lemonade - your most famous drink that all guests want. You know your lunch guests are thirsty and will ask for the lemonade first.
How do you best meet the needs of your guests?
Note and bring to workshop
Evaluation
To what extent do I feel comfortable asking about the needs of the guests?
To what extent do I know enough of my working area to meet the guests needs?
To what extent do I know the needs of my colleagues?
Now you are ready for step 3
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