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Category: Bob Brown Says

Six Ways to Create Magical Connections with the Inside-Scoop Tool Box

So, you want to be a food and beverage expert extraordinaire? The secret to knock-your-socks-off service is to arm yourself with an inside-scoop toolbox of guest preferences, the local area, current events, and cool activities. 1. Be up on what’s up the neighborhood. While working at the Loews Hotel and Resort in South Beach, I […]

Nine Ways to Get Attention-Resistant Guests to Sit Up and Listen

Today’s tired, wired, and distracted guests have little appetite for listening. While rattling off specials, I bet you’ve felt you could light yourself on fire…and no one would notice. Not to worry, you’re not alone. So, let’s explore. 1) Get yourself together. Professional appearance alone makes you a better salesperson. Okay, the obvious. Clean pressed […]

10 Tips for Restaurant Training Success

1. Be an expert. The fastest way to deflate an audience is to not know the jargon and the ins and outs of a business. Know your topic and connect the concepts and techniques to real-life experiences. You’ll be effective, believable, and confident. 2. Set the stage. Restaurants are less than ideal training venues. Their […]

Server Alert: 3 Fullproof Ways to Up Your Game

Back in my musician days, while opening for the likes of Neil Young and Richie Havens, I never gave much thought to restaurant service. That all changed when waiter Steven Hayes at the Garden Restaurant in Ocean City, Md. cast a spell with stories of the Garden’s local seafood that was enhanced with home-grown herbs. […]

Greeting: Six Steps to Set the Stage for a Powerful Performance

Most of us size up our server in the first few minutes — even seconds. How well you manage the greeting, with its multitude of opportunities to express warmth and thoughtfulness, sets the stage for a great or lackluster customer experience. 1. Assist guests everywhere Years ago, I observed a couple seated at the bar […]

Economizers: Don’t Fight ‘Em, Join ‘Em

The best servers breathe, adjust, and flow to guests’ ever-changing styles, moods, and pocketbooks.     Having a planned approach to every diner, whether an economizer, faithful regular, complete meal diner, or jackpot table, maximizes your income and their experience. Don’t Pre-judge On a Tuesday night after the holiday rush, I worked a shift at the Georgetown […]

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