As consumers, we complain about the lack of service or BAD service we receive repeatedly from 'good' restaurants in good locations in UAE!

Yes! Service standards in the Food industry in UAE CAN & SHOULD improve to be more consistent and memorable!

Then Why and How does a Restaurant Owner neglect this important aspect of the business?

Scenario 1:

Sales Are Good, So Why Do I Need To Spend On Staff Trainings And Hr Improvement Programs?

If sales are good, the assumption is that it will continue doing so, until the day your competition beats you on service/ product or both!

Remember, consumers who decide to spend their hard earned money at your outlet, deserve to be served with consistently good service, each and every time they visit your outlet. Without a Systematic Service Standard and Trainings in place, your staff work without direction and use their own imagination or lack of it, to serve customers! What should be an actual ‘Service Standard’ in the restaurant is more of a ‘Hit or Miss’ experience. Service should be ‘Built into’ the offering and it needs to be outstanding each time! Ignore this important rule and you have yourself set into motion ‘Shutting of doors’. Do not work for your competitor! Train your staff regularly – daily, weekly, monthly and quarterly – It’s Secret # 5 to a successful food operation.

Scenario 2:

Sales Are Bad! How Can I Invest Into Hr Now? I Need More Marketing, Décor, New Menu, Sales!

If sales are down, Restaurant owners try to figure out what’s wrong. 90% of Restaurant Owners we work with would rather re-invest into décor/ increase menu or spend on marketing efforts as the first step to increasing sales.

Sales are usually down for various reasons, which a quick expert analysis can determine effectively. To avoid superficial solutions that don’t target the root of the problem, one needs to go deeper and work from inside out. Through our experience of working with various Restaurant Owners, the link between Product-Operations-Service-Sales is remarkably the common factor leading to success or failure. Operations need to be streamlined and Service Standards set to create a memorable offering and experience.

Retaining loyal customers through consistently excellent service ensures repeat business. Regular Staff trainings lead to interactive communication between business and consumer. As we get closer to our customer we learn to anticipate needs and can equip our product and service offering to meet these needs and surpass them, creating in effect a Brand Identity for the business that strengthens growth and success.

Interestingly, not sufficient knowledge or awareness of ‘HOW TO TRAIN’, no time to train their staff themselves, no in-house Trainer budget is one of the common challenges Restaurant Owners face. Training is an art. Training is a focused and time-consuming practice that requires Preparation, Time, Training Manuals, Test Sheets, Effectiveness Tests and above all the Trainer’s Edge! Unfortunately, very few companies in the UAE offer specialized training programs for front and back of the house. This is a key area that Restaurant Secrets Inc has found lacking and has identified the need to serve in the UAE market by providing Training Contracts to Restaurants across UAE. This serves both Operators and Customers as Service Standards are put into place, Restaurant Owners report higher Customer retention – higher profitability and customers receive more satisfaction in their Dining experiences.

Staff Trainings work effectively when the following ingredients are built into the Training Program:

.The Training provides a systematic and operational background for Staff to work from.

.The Training actually addresses common issues staff face in the UAE demographic mix.

.The Training sets common guidelines and standards of service across the board.

.The Training equips staff to handle and respond to daily service issues with confidence and tact.

.The Training is regular and staff is groomed to first meet expectations and then exceed them through 'GRADED TRAININGS'.

The Training motivates and encourages staff to perform consistently for personal growth and satisfaction.

The Trainings are monitored and measured for effectiveness and pragmatically reviewed periodically.