Knowledge resources for front-of-house teams
We teamed up with award-winning e-learning developers Learning Pool to create 12 modules based on the key elements of the GEM Wheel. Each is designed for use by managers to help guide their teams towards getting better mystery guest scores and building sales as a result.
Each course takes approximately 25 minutes to complete and could work well in team meeting sessions where several team members could discuss what the subject matter means to them. The modules are interactive, with an overview video and situational questions to test and reinforce knowledge.
Hover over or tap each segment to see a typical training aspiration for that part of the guest experience. Then adapt it to fit with your brand promise.
Your people are the ambassadors for your brand. Find ways to get guests talking about your service. Courses include:
A good experience should feel effortless and well-timed to the guest, yet efficient and profitable for your business. Courses include:
The product, usually food, is the most tangible part of the experience. It’s a great opportunity for engagement, but also for selling more – the key is how you do it. Courses include:
Guests will form an impression of you before they even arrive and they will leave with an overall perception that, positive or negative, will get shared. Courses include:
Other pages you may be interested in: