The second lecture has taken place within the framework of the original course “Effective Service and Management: Key Components of Success in the Restaurant Business.”
The speaker of the course is Mykhailo Sheveliyk – an expert in the restaurant industry, Head of the Ukrainian School of Hospitality, and PhD in Cultural Studies.
Today’s lecture was devoted to the topic: “Guest Communication: How to Create an Unforgettable Experience.”
Communication with guests is like background music in a hospitality venue — you may not always notice it when it’s there, but you will definitely notice when it’s missing. To highlight its importance, the speaker presented several key points demonstrating the impact of communication in the hospitality industry:
- Active Listening. Why it’s important not only to hear, but to truly understand guests’ needs. How to ask the right questions to discover what your guest really wants.
- Verbal and Nonverbal Communication. The role of facial expressions, gestures, and tone of voice in guest interactions — and how to use them effectively to enhance the service experience.
- Handling Complaints. How to respond to negative feedback constructively and turn it into an opportunity for improvement.
- Teamwork. The collaboration between kitchen and service staff — and how internal communication impacts the overall success of a restaurant.
After the lecture, a lively discussion took place between the speaker and participants, during which Mykhailo Sheveliyk thoroughly answered all questions.
Reminder: The next lecture will take place on May 16 at 2:30 PM.
See you on ZOOM!
