Schedule Lance M.

Eugenio

November 7-10 Legaspi Opening

November 11 Food Tasting with Chef Greg/Ops/ (Lipa)

November 12-13 Local Store Marketing (2 Batches)

2.1 UNDERSTANDING MARKETING

 The Marketing Mix - The 5 P’s
 The Food Service Marketing Mix
 TRENDS AFFECTING FOODSERVICE MARKETING
 Defensive Competitor Strategies:

2.2 What is LSM?

 The LSM Process
 SWOT Analysis
 Menu Mix review
 Computation
2.2.1 QFSC of the branch
2.2.2 Branch sales Target
2.2.3 Branch TC Target
2.2.4 Branch Average Check
2.2.5 Steps in Preparing LSM Plan
 Wedding
 Christening
 Birthday Parties
 Children’s Parties
 Debut
 Business Meetings/Events
In-store Merchandising
2.3 Tools Needed for the LSM Activity
2.4 Sales Activities and Types of LSM with execution policy
2.4.1 Data base of tie ups and target market
2.4.2 Sales Activities
2.4.3 Promotional Activities
2.4.4 LSM SOP’s
2.5.5 Forms
2.5 LSM Writing
 LSM Workflow
November 14-16 Customer Service & Sales (3 Batches)

Target Participants:
Dining Managers/Supervisors
FOH

AGENDA:

 What is Legendary Service?

 Becoming a Salesperson
 Basic Behaviors
 Menu Knowledge
 Words/Phrases
 Props to Use
 Managing Your Station
 Sales Techniques
 Role Plays
 Sync with QSC-S
 Conclusion

OBJECTIVES:

 Define Legendary Service.

 Discuss the Steps of the Sequence of Service.
 Demonstrate the Basic Behaviors.
 Define Suggestive Selling.
 List the steps to becoming a salesperson.
 Explain why Menu Knowledge is important to good service.
 Demonstrate the four steps to managing a station.
 Use words and props to describe menu items.
 To calibrate service reality vs expectation through QSC-
November 20-22 (BATCH 1-3)
Customer Recovery
● Introduction 9:00 am - 9:15 am

● Service Guarantee 9:15 am - 9:25 am L

- Our Credo

● Impact of Guest Complaints 9:25 am - 10:35 am GD

● Current Process 10:35 am - 10:45 am GD

- Disadvantages of Current Process

● Making It Right Process 10:45 am - 11:15 am GD

- Impact on Employee Experience
- Impact on Guest Experience

● Steps to Resolving Complaints 11:15 am - 12:30 pm GD

● Lunch Break 12:30 pm - 1:00 pm

● Video Showing 1:00 pm - 2:00 pm

● Pitfalls 2:00 pm - 2:40 pm GD

● Manager Involved 2:40 pm - 3:00 pm GD

● Practice -- Role Plays 3:00 pm - 5:00 pm RP

● Test 5:00 pm - 5:45 pm

● Check Test 5:45pm - 5:55 pm

● Conclusion 5:55 pm - 6:00 pm

L = Lecture
GD = Guided Discussion
D = Demonstration
RP = Role Play
OJT = On the Job Training
November 23-26 Team Benchmark OTS/QRD/Blu Team/HR
(Biggs/Que Pasa)
Manila

Casual/Fast Casual/Private
Learn & Dine in the following establishments :

a) TGI Friday’s BGC

b) 8 Cuts Rockwell
c) Italiannis
d) Texas Road House
e) Wildflour
f) Denny’s
g) OOMa
h) Manila House c/o S’ Carlo

November 29-30 Coach Training (First Batch)

Participants : Crew trainer Per Station
Store Training Manager
Coach Candidate

COURSE OBJECTIVES

Why not Train the Trainer

The objectives of Coaching Skills training are:
• To develop employees who are focused on delivering excellent service and products every
time.
• To provide strategies that you can use to take valued people from where they are to where
they want to go.
• To employ critical skills that Superior Coaches use to ensure every coaching interaction is
successful.