Re- Academy · RE-TRN-GX-01Hospitality
Principles
The nine principles that turn good service into hospitality guests come back for.
OverviewWhat you will learn
Why it mattersService is what we do for the guest. Hospitality is how the guest feels while we do it.
- Guests visit the first time for many reasons
- They return for one: they liked the food, the place and the people
- Repeat guests cost less to win and spend more over time
- Consistency, not one great night, builds that loyalty
The nine principles are the habits that make guests feel looked after, every visit.
Principles 1–3Welcome, know, deliver.
A warm, sincere greeting tells guests they can relax. A warm farewell invites them back.
Know the menu, ingredients and venue well enough to answer what the guest really wants to find out.
When guests see a team moving with ease, they feel at ease. And it gives us more time for each table.
Role play · Knowledgeable"Is this spicy?" may really mean "Will I enjoy this?" or "Is it safe for my child?"
Principle 1 · WelcomingFirst and last impressions.
Always
- Acknowledge every guest within 10 seconds of arrival
- Smile, make eye contact, greet in the guest's preferred language
- Use the guest's name when you know it
- Walk guests to the door when the floor allows
- Thank guests sincerely and invite them back
Never
- Keep guests waiting without acknowledgement
- Greet while looking at a screen or phone
- Use a scripted, flat welcome
- Let the bill be the last interaction
- Start clearing or resetting during the goodbye
Principle 4 · Well timedAnticipate before they ask.
Water and menus as guests settle; offer drinks without delay.
Approach when menus close or guests look up.
Refill, replace cutlery and clear before the guest notices.
Read the table: lunch meeting or celebration?
Have the bill ready when guests signal.
Principles 5–7Adapt, repeat, communicate.
Adapt the experience whenever safety, quality and the kitchen allow it.
Every visit, shift and table. The only reliable way to build repeat business.
Simple and tactful. Help the guest decide; never lecture or talk down.
Principle 5 · FlexibleSay yes whenever standards, safety and the kitchen allow it, and offer an alternative when they do not.
- Individual portions in a sharing-style concept
- Adjusting spice level, or sauce on the side
- Moving a guest to a quieter table
- Pacing courses slower or faster on request
The limit: never bend allergen, licensing or safety rules. If unsure, ask the manager on duty before you promise.
Principles 8–9Earn trust, then go further.
Dishes described accurately, allergens handled correctly, hygiene standards met.
A remembered name or usual drink, something for a child, a gesture beyond the apology.
Gestures follow the complimentary policy. Agree them with the manager on duty.
Principle 8 · TrustHow guests learn to trust us.
- Dishes described exactly as they arrive
- Allergen questions checked with the kitchen, never guessed
- Clean uniforms, hands, menus and tables
- Honest wait times, and updates if they change
- Accurate bills, explained when asked
- Promises kept: if you say you'll check, you check
- Mistakes admitted quickly and put right
- Guest information kept confidential
Principles in actionWhich principle applies?
Check your understandingAnswer, then press to check.
Final quizReady for five quick questions?
One question at a time. Choose the best answer; Karim tells you straight away if it's right.
Next module · RE-TRN-GX-02 Understanding Your Guest