01
Reservations scattered across channels
Phone calls, OpenTable, Tock, Resy, Instagram DM, and walk-ins create separate guest records. Preference data lives in different places. Front-of-house can't see the full guest history at a glance.
Industry · Restaurants & hospitality
Restaurant Customer Service &
Digital Operations Training
A 12-hour instructor-led online training program for restaurant and hospitality employees across front-of-house, kitchen, supervisory, and management roles. The training covers reservations, menu and content updates, online ordering platforms, guest communication, and coordination between front-of-house and kitchen — built around in-session practice and role-based deliverables participants apply to their daily work.
Why restaurants
Workplace gaps restaurants commonly tell us about
These are recurring patterns across independent restaurants, multi-location groups, and catering-focused businesses. The training is built around documenting workplace routines for these gaps, with digital and AI-assisted templates as productivity aids.
02
No-shows and late cancellations
No standard confirmation, deposit, or no-show follow-up routine. Lost covers from no-shows are never recovered with structured re-booking outreach.
03
Social and menu content production is manual
Food photography, reels, menu updates, seasonal content — output piles onto one marketing coordinator. Volume is too low and tone drifts between platforms.
04
Online ordering platforms are managed reactively
UberEats, DoorDash, SkipTheDishes (and Fantuan / HungryPanda where relevant) menu pages get set up once and forgotten. Photos missing, dish descriptions inconsistent, scheduled content updates ad hoc.
05
Online reviews drift
Google, Yelp, OpenTable, and Tripadvisor reviews accumulate without consistent response. Negative reviews go unanswered. Review requests to satisfied guests are ad hoc.
06
FOH ↔ BOH ↔ management handoff is informal
Daily specials, 86'd items, VIP guests, large parties — communicated verbally and lost between shifts. Weekly reporting between marketing, operations, and ownership is missing or inconsistent.
Roles trained
Workplace roles trained in a restaurant team
Training is role-based. Each participant works through modules specific to their current workplace role, plus shared modules on workplace content drafting standards, human review, and shift handoff.
Host / Reservations
Phone reservations, OpenTable / Tock / Resy handling, confirmation messages, guest preference recording, no-show follow-up, walk-in and waitlist handling.
ReservationsConfirmation routinesNo-show follow-up
Marketing / Social
Menu and content drafting, seasonal content updates, social captions, design brief preparation, content calendar, review-request routine.
Content draftingContent calendarGBP
Online Platforms & Guest Records
UberEats / DoorDash / SkipTheDishes menu listing maintenance, scheduled content updates, guest records, repeat-visit communication routines, loyalty/member-day handling.
Online platformsGuest recordsRepeat visit
Operations / Manager
Daily and weekly shift checklists, front-of-house to kitchen handoff documentation, monthly workflow review, SOP maintenance, cross-role coordination.
SOPsReportingHandoff
Recommended program
Restaurant Customer Service & Digital Operations Training
A 12-hour live online cohort for host, marketing, catering, and operations staff at independent restaurants, multi-location groups, and catering-focused businesses. 2 hours per day across 6 days, with 12 role-based deliverables and a final 30-day implementation plan per participant.
12 hours6 days12 deliverablesLive onlinePrivate employer cohort
Request a Restaurant Cohort
How it fits a restaurant team
Six days, twelve modules
- Day 1 — Foundations. Restaurant workflow overview for front-of-house and coordination roles + use of digital tools in workplace communication (including AI support).
- Day 2 — Reservation & Guest Communication. Handling reservations, inquiries, and cancellations + guest coordination for group bookings and special occasions.
- Day 3 — Menu & Workplace Communication Content. Workplace content drafting for menus and seasonal updates + workplace communication content planning and scheduling.
- Day 4 — Delivery Platforms & Guest Records. Online ordering platform listing and communication handling + guest record-keeping and repeat customer support.
- Day 5 — Reviews & Local Information. Public review response practices + local business information management (Google Business Profile & Maps).
- Day 6 — Workplace Coordination & Role Application. Shift coordination, reporting, and task organization + role-based workplace action planning.
Digital tools, including AI-assisted drafting support, are introduced as productivity aids alongside workplace review practices.
Deliverables
What your team produces by the end of the cohort
Every participant leaves the cohort with their role's templates filled in, an implementation plan, and a documented handoff routine — concrete work outputs they apply directly in their current role.
Workplace communication & operations
- Restaurant workflow and task coordination worksheet
- Communication and message drafting checklist
- Weekly task organization worksheet
- Shift coordination and task communication exercises
Guest communication
- Reservation and inquiry response examples
- Special occasion handling guidelines
- Guest information tracking worksheet
- Repeat-visit communication routine
Menus & online platforms
- Menu and seasonal content drafting exercises
- Online ordering platform update checklist
- Content accuracy and review checklist
- Workplace action planning worksheet
Who this is for
Best-fit restaurant businesses
Most useful for restaurants with at least two of the four roles already on staff, and an owner or operations lead who can champion implementation.
Business types
- Independent full-service restaurants
- Cafés, coffee shops, and bakeries
- Bars, wine bars, and cocktail lounges
- Pubs and gastropubs
- Multi-location restaurant groups
- Catering-focused businesses
- Cloud kitchens and ghost kitchens
Team size guidance
- Recommended cohort: 4–10 staff per restaurant (private employer cohort)
- Smaller restaurants (2–3 customer-facing staff) can join a scheduled open cohort instead
- Multi-location operators can run sequential cohorts per location, or one combined cohort across roles
- Owners and operations leads are encouraged to attend alongside staff
Next step
Request a training plan for your restaurant
Tell us about your restaurant, the four roles you want to train, and the workflows you want to improve. We will reply with a recommended cohort format, sample curriculum, schedule, and quote.