Description
FOH strategic role, KPIs, profitability impact
Hierarchy, roles, responsibilities, staffing models
End-to-end guest experience mapping — 10 stages
Opening, service, closing, complaint & peak hour SOPs
Fine dining vs casual, body language, EQ, VIP personalization
Psychology, scripts, menu engineering, cross-selling
7-day onboarding, briefing structure, role-plays, evaluations
POS SOP, reservations, CRM, digital feedback
Grooming checklist, uniform, conduct, hygiene protocols
Difficult guests, delays, kitchen coordination, emergencies
Revenue drivers, cost control, incentive structures
Daily, weekly, monthly reporting and audit formats
Memorable experiences, brand loyalty, social media, team culture
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