STAFF TRAINING

Great decor and a super menu are not enough in today's competitive marketplace to insure success. Consumers want, expect and reward great service.

Building a loyal, repeat customer base can only be achieved by providing guests with exceptional service that is friendly, knowledgeable, efficient and consistent. At Celtic Dragon, we believe there are several components of "exceptional service" that are often overlooked. We believe that both front of the house and back of the house requires service training. How can the kitchen staff understand their role in "exceptional service" unless they are included in the front of the house training. We encourage participation in service training by all members of the staff.

We always emphasize, "The more you learn... the more you earn." Knowledge breeds confidence, and results in the guests having confidence in the staff, this results in more frequent return visits.

We teach that, exceptional service" is nothing more than the" 4 C's CUSTOMER, COURTESY, COMMON SENSE AND CONSISTENCY The customer must always come first, our mission statement and the mission statements we help write for our clients always includes the phrase, "customer focused".

Our training course, conducted on location, is 10 days in length. The 10 sessions are each 3 hours in length. Each session is repeated twice daily, once in the morning and once in the evening. This schedule accommodates individuals who have work or personal commitments that would conflict with just one session a day.

Throughout the sessions written quizzes are given and the final session is devoted to a final exam and staff member evaluations. Each session is conducted to promote teamwork and interactive participation by the staff. This is one of the most thorough training programs in the industry today and will assist any operation in increasing revenues and decreasing turnover of staff.

We encourage our clients to videotape the sessions for use in training new hires after the original training and to use as refresher training. We also develop follow up training and monthly training subjects for your daily pre-meal meetings. Training programs are customized for each client and can be adjusted to fewer sessions or more sessions, dependent on the client's needs.

ATTENDEES TESTIMONIALS

"This is the most comprehensive training I have ever received. I apprerciate the time and effort involved, it really indicates a commitment to a common goal and purpose"

"I learned a great deal more here in such a short time, more than in any other place I have worked."

"The content of the training was very detailed, right to the point"

"The content fully covered the whys of everything we do"

"Content was very thorough and very interesting"

"Excellent use of "props" to encourage learning"

"I would enjoy follow up training sessions."

"Roger is highly knowledgeable and friendly, an excellent model. He was very attentive to our needs, thoughts, and ideas"

"EXCEPTIONAL SERVICE" TRAINING MANUAL

SAMPLE TABLE OF CONTENTS

CONCEPT OVERVIEW
MISSION STATEMENT
TEAM PHILOSOPHY
POLICIES & PROCEDURES
HOURS OF OPERATION
RESERVATION POLICY
GUIDING GUESTS TO OUR LOCATION
UNIFORM AND APPEARANCE
SERVICE FUNDAMENTALS
CHINA, GLASS AND SILVERWARE HANDLING
TABLE MAINTENANCE
BODY LANGUAGE
DETECTING SILENT DISSATISFACTION
FRIENDLY ACTIONS AND PHRASES
TELEPHONE ETIQUETTE
SALES BASICS
IMPORTANCE OF PRODUCT KNOWLEDGE
MENU REVIEW - PRODUCTS AND PRICING
BEVERAGE OFFERINGS - PRODUCTS AND PRICING
CREATING MENTAL PICTURES
FOOD AND BEVERAGE TASTINGS - RECIPES - COOK TIMES
SUGGESTIVE SELLING
FLOOR PLAN - TABLE NUMBERS AND PIVOT POINTS
POS EQUIPMENT
TABLE APPROACH
STEPS OF SERVICE
ANTICIPATION
HANDLING GUEST COMPLAINTS
OPENING/CLOSING SIDEWORK DUTIES
HOW TO "BUILD" A GUINNESS, BLACK & TAN AND 1/2 & 1/2
IRISH AMERICANS
IRISH HISTORY & TRIVIA
IRISH PHRASES
DECOR DYNAMICS
MUSIC DYNAMICS
ROLE PLAYING
FINAL EXAM
STAFF EVALUATIONS