Service Sprints

Creating a strong hospitality culture hinges on developing a team of skilled, passionate, confident service stars. To do this, leaders must consistently set expectations and invest time in training and practice. This can be challenging while operating a fast-paced business. Short, bite-sized activities become a necessity as you develop your team.

“Service Sprints” are ten-minute service training activities you may choose to facilitate with your team. A leadership option is included so you may also implement the discussion/activity with your managers.

Activity #1:

Connect to Customize

Objective: Help your team get to know each other while practicing how to personalize (customize) a customer/guest experience.

Materials Needed: Index cards, pen/pencil, container (to place cards from which they can be drawn)

Instructions:

  1. Give each person an index card and pen/pencil.

  2. Ask each person to write their name on the top of the card and then write 3-5 facts about themselves they are comfortable sharing with the team. Provide thought-starters such as: hobbies/interests, favorite foods, favorite drinks, favorite color, favorite sports/teams, favorite flower, favorite authors/actors/musicians, who’s in their household (partner/family, pets, friends, etc.)

  3. Place index cards in the container.

  4. Ask for a volunteer to start.

  5. Direct them to draw a card (if they draw their own card, they should put it back and draw again) and read the facts on the card aloud without sharing the name.

  6. Have the group guess who it is - give hints if needed.

  7. Ask the group to brainstorm 2-3 ways they could personalize that person’s experience if they were a customer/guest at the property.

  8. Ask the person how it would make them feel to receive this personalized service.

  9. Repeat as time allows.

  10. Discuss with the group: What are the benefits of personalizing our customers’/guests’ experience? What are the additional benefits of getting to know them? Is this also relevant for our interactions with our team mates/each other?

  11. Commitment: Ask each person to commit to personalizing a specific number of experiences this shift/week/month. For heart-of-house staff, this may be supporting teammates in their personalization efforts. Optional: Have them write their name and number on a white board and keep track of their progress. Set a goal for the entire team to meet their commitments and recognize those who do.

Notes:

  • Depending on the size of your team, you may opt to use this activity over multiple days, reading a few cards each day.

  • Leadership Team Option: Facilitate this exercise with your management team but substitute “employee” for “customer/guest” - challenging the group to identify ways to personalize the employee experience.