oyees are not tipped, the approach to enhancing service (and lowering turnover) is the payoff. The study showed that these actions led to higher tip amounts as the guest felt more bonded to thIn addition to working with, and speaking to, a number of quick-serve and fast-casual chains, I’m also fortunate enough to work with many full-service chains. While the interactions and experiences are longer than in our environment, perhaps there are a few things we can learn from our industry counterparts.

Cornell’s School of Hospitality published a study back in April which provided 14 actions servers could do that actually increase the tip percentage that guests left. The thrust of the article suggests that managers should teach their servers how to make more money because not only does it benefit the server in terms of more tips, but also the business— with better service scores and increased guest frequency.

While the vast majority of our employees are not tipped, the approach to enhancing service (and lowering turnover) is the payoff. The study showed that these actions led to higher tip amounts as the guest felt more bonded to the

ences are longer than in our environment, perhaps there are a few things we can learn from our industry counterparts.

Cornell’s School of Hospitality published a study back in April which provided 14 actions servers could do that actually increase the tip percentage that guests left. The thrust of the article suggests that managers should teach their servers how to make more money because not only does it benefit the server in terms of more tips, but also the business— with better service scores and increased guest frequency.

While the vast majority of our employees are not tipped, the approach to enhancing service (and lowering turnover) is the payoff. The study showed that these actions led to higher tip amounts as the guest felt more bonded to th

provided 14 actions servers could do that actually increase the tip percentage that guests left. The thrust of the article suggests that managers should teach their servers how to make more money because not only does it benefit the server in terms of more tips, but also the business— with better service scores and increased guest frequency.

While the vast majority of our employees are not tipped, the approach to enhancing service (and lowering turnover) is the payoff. The study showed that these actions led to higher tip amounts as the guest felt more bonded to th

ney because not only does it benefit the server in terms of more tips, but also the business— with better service scores and increased guest frequency.

While the vast majority of our employees are not tipped, the approach to enhancing service (and lowering turnover) is the payoff. The study showed that these actions led to higher tip amounts as the guest felt more bonded to th

oyees are not tipped, the approach to enhancing service (and lowering turnover) is the payoff. The study showed that these actions led to higher tip amounts as the guest felt more bonded to the company instead of being processed like a transaction. To enhance service in your restaurant, try a few of these tips from Cornell:

1) Smile!—Smiling employees lead to smiling guests who want to return for that feeling again and again.
2) Write “Thank You” or include a picture (e.g., smiley faces) on the check.
3) Predict nice weather—“Enjoy the rest of this great day” or “I hear it’s supposed to be a great day tomorrow!” make the guest feel good as they depart/drive away.
4) Practice suggestive selling BUT put the benefits in guest-friendly terms. For example, “The most popular size is the large combo meal or you can save 49 cents and get the medium size.”
5) Repeat the order back to the guest—this gives them a sense of security.