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Make It Fun, Make It Easy, Make Some Money!!! Paul C. PazWaitersWorld LEVERAGING RELATIONSHIPS !!! Oregon Restaurant & Lodging Association 2010 Convention.

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Presentation on theme: "Make It Fun, Make It Easy, Make Some Money!!! Paul C. PazWaitersWorld LEVERAGING RELATIONSHIPS !!! Oregon Restaurant & Lodging Association 2010 Convention."— Presentation transcript:

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2 Make It Fun, Make It Easy, Make Some Money!!! Paul C. PazWaitersWorld LEVERAGING RELATIONSHIPS !!! Oregon Restaurant & Lodging Association 2010 Convention WANT YOUR FREE COPY OF THIS POWERPOINT? Send an to: Paul Paz In the subject line type 2010 ORLA PP

3 Make It Fun, Make It Easy, Make Some Money!!! Paul C. Paz WaitersWorld LEVERAGING RELATIONSHIPS !!! Oregon Restaurant & Lodging Association 2010 Convention

4 Make It Fun, Make It Easy, Make Some Money!!! Paul C. PazWaitersWorld LEVERAGING RELATIONSHIPS !!! Oregon Restaurant & Lodging Association 2010 Convention ENGAGING THE CUSTOMER You dont have to sacrifice service to save money!

5 Make It Fun, Make It Easy, Make Some Money!!! Paul C. PazWaitersWorld LEVERAGING RELATIONSHIPS !!! Oregon Restaurant & Lodging Association 2010 Convention ROR Return On Relationships 1-waiter with 4-table station (4-tops) X 1-turn 16 - Guests X 1.5 turns 24 - Guests X 6-shifts Guests X 50 weeks 7,200 – Guests X 2 turns 9,600 – Guests

6 Make It Fun, Make It Easy, Make Some Money!!! Paul C. PazWaitersWorld LEVERAGING RELATIONSHIPS !!! Oregon Restaurant & Lodging Association 2010 Convention THE ABC of ROR A UTHENTIC Be genuine without airs or something you are not. B ALANCED Use a balanced exchange… not just a pitch. Offer up something of yourself to open the door to get to know you and not just what youre selling. C URIOUS Who is the person in front of you? What are their likes/dislikes, needs, aspirations, etc.?

7 Make It Fun, Make It Easy, Make Some Money!!! Paul C. PazWaitersWorld LEVERAGING RELATIONSHIPS !!! Oregon Restaurant & Lodging Association 2010 Convention THE HOSPITALITY GAME FACE ENGAGED EYE CONTACT The visual skill of letting customers know you are listening and providing the attention they seek. THE SMILE An invitation to service The international signal of friendliness These gestures display the message, I see you, I work here, I can assist you, ask me, etc. Engaged eye contact combined with a smile sets the tone for a positive engagement.

8 Make It Fun, Make It Easy, Make Some Money!!! Paul C. PazWaitersWorld LEVERAGING RELATIONSHIPS !!! Oregon Restaurant & Lodging Association 2010 Convention 10/5 RULE 10-FEET Acknowledge with eye contact and a smile 5-FEET say Hello, Goodbye, and/or Thanks!

9 Make It Fun, Make It Easy, Make Some Money!!! Paul C. PazWaitersWorld LEVERAGING RELATIONSHIPS !!! Oregon Restaurant & Lodging Association 2010 Convention WHEN THINGS GO WRONG Customers want three elements in your response… (David Burnett, Owner – Apology That you care Everything possible is done to fix the problem BRAND AMBASSADORS OR BRAND ASSASSINS! Shadow the Leader Owners, Managers, Supervisors Silent Leaders No titles but they are the influencers 80/20 Rule

10 Make It Fun, Make It Easy, Make Some Money!!! Paul C. PazWaitersWorld LEVERAGING RELATIONSHIPS !!! Oregon Restaurant & Lodging Association 2010 Convention Social Media Social media is not about you… Its about the people who follow you! Social media is not for direct sales… Its about building relationships that lead to sales. #1 draw to your social media connection is PHOTOS! Employees, Social Media, & Your Brand

11 Make It Fun, Make It Easy, Make Some Money!!! Paul C. PazWaitersWorld LEVERAGING RELATIONSHIPS !!! Oregon Restaurant & Lodging Association 2010 Convention THE NAME GAME "There is no sweeter sound to a person's ear than the sound of one's own name." (Dale Carnegie) Name Your Top 100 Customers Knowing your guests personally builds loyalty, repeat, and new business! When guests feel like the staff know them personally, they are more likely to brag about your restaurant by telling their friends and even name dropping… Your staff Your restaurant And you.

12 Make It Fun, Make It Easy, Make Some Money!!! Paul C. PazWaitersWorld LEVERAGING RELATIONSHIPS !!! Oregon Restaurant & Lodging Association 2010 Convention COLLECT NAMES Social Media (Facebook, MySpace, LinkedIn, Twitter, FourSquare) Server Guest Log Reservations Credit Cards Comment Cards Guest Rewards Program Greet & Thank Them by Name!

13 Make It Fun, Make It Easy, Make Some Money!!! Paul C. PazWaitersWorld LEVERAGING RELATIONSHIPS !!! Oregon Restaurant & Lodging Association 2010 Convention The people in this video are not actors. They are real customers and employees of Chick-fil-A ! The target audience for this video… Chick-fil-A EMPLOYEES !

14 Make It Fun, Make It Easy, Make Some Money!!! Paul C. PazWaitersWorld LEVERAGING RELATIONSHIPS !!! Oregon Restaurant & Lodging Association 2010 Convention ITS ABOUT BUILDING & LEVERAGING RELATIONSHIPS!

15 Make It Fun, Make It Easy, Make Some Money!!! Paul C. PazWaitersWorld * THANK YOU * Oregon Restaurant & Lodging Association 2010 Conference Sponsors Jami Scott, ORLA ProStart & Events Manager LEVERAGING RELATIONSHIPS !!! Oregon Restaurant & Lodging Association 2010 Convention

16 Make It Fun, Make It Easy, Make Some Money!!! PANELISTS Tony DAgnese The Bagel Tree – Grandpas Journey Paul Paz WaitersWorld Karen Utz, Owner-Operator Black Walnut Inn MODERATOR Jim Mathis The Reinvention Strategist LEVERAGING RELATIONSHIPS !!! Oregon Restaurant & Lodging Association 2010 Convention Paul C. PazWaitersWorld

17 RESOURCES WaitersWorld WaitersWorld Facebook SERVICE AT ITS BEST ORLA ORLA FACEBOOK ORLA TWITTER OregonRLA OREGON Q-CARE Make It Fun, Make It Easy, Make Some Money!!! Paul C. PazWaitersWorld LEVERAGING RELATIONSHIPS !!! Oregon Restaurant & Lodging Association 2010 Convention

18 Make It Fun, Make It Easy, Make Some Money!!! Paul C. PazWaitersWorld LEVERAGING RELATIONSHIPS !!! Oregon Restaurant & Lodging Association 2010 Convention RESOURCES CHALKBOARDER SOCIAL MEDIA RESTAURANT MANAGER PSYCHE (EBOOK) Special web rate for 2010 ORLA Convention!

19 Make It Fun, Make It Easy, Make Some Money!!! Paul C. PazWaitersWorld LEVERAGING RELATIONSHIPS !!! Oregon Restaurant & Lodging Association 2010 Convention WANT YOUR FREE COPY OF THIS POWERPOINT? Send an to: Paul Paz In the subject line type 2010 ORLA PP

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