Service That Sells: Turning Guests into Regulars

Facilitator: Johnson Kagz Mbugua

Duration: 4 days | 2 hours per session

This is for:

  • Front-of-house staff who want to offer better, faster service
  • Managers or owners trying to build guest loyalty and increase return visits
  • Teams in cafés, choma joints, restaurants, or bars who want to boost tips, sales, and reviews

What You’ll Learn

  • Understand what makes guests feel seen, respected, and want to come back
  • Learn how to upsell without being pushy
  • Master the basics of service flow, guest psychology, and team coordination
  • Handle common Kenyan guest complaints and tricky service moments
  • Build consistency in service — even with new or junior staff

Daily Breakdown

Day 1: First Impressions & Service Flow

  • How guests judge service in the first 10 minutes
  • Flow from greet to goodbye
  • Uniforms, greetings, body language in Kenyan settings

Day 2: Upselling & Guest Psychology

  • How to suggest, not push
  • Reading guests and timing upsells
  • Selling specials, drinks, and desserts without pressure

Day 3: Complaint Handling & Recovery

  • Dealing with delays, wrong orders, and rude customers
  • What to say, how to say it
  • Roleplays from real Kenyan scenarios

Day 4: Consistency & Team Coordination

  • Daily briefings and service checklists
  • FOH and kitchen sync
  • How to get your whole team aligned — even with high turnover

Mode of Delivery

  • Platform: Google Meet (link shared via WhatsApp upon payment confirmation)
  • Schedule: Evening sessions (e.g., 7:00 PM – 9:00 PM)
  • Learning Style: Live demos, scenario walkthroughs, guided Q&A
  • Support: Private 1-on-1 follow-up via WhatsApp or email
  • Tools Access: Google Drive folder with service checklists, talk tracks, and reference guides

Tools & Templates Provided

  • Front-of-house service flow chart
  • Daily pre-shift briefing guide
  • Guest complaint log & resolution tracker
  • Sample upsell scripts and polite phrasing for Kenyan guests

Assessment

  • Self-Review Tool: Checklist titled “Would You Tip You?” for personal reflection
  • Service Scenario Practice: Respond to 2–3 guest complaint scenarios (written or live)
Enroll Now (KSh 2,000)

Pay via MPESA Till Number: 8985298 (Johnson Mbugua, JNSN Hospitality Partners)