JACK A. BASS
& A S S O C I A T E S
Management Services
Copyright © 2011 Jack A. Bass All rights reserved.
Jack A. Bass Restaurant Training
Setting Our Standards
Defining Our Service Goals
o Organization mission and vision
o Organization culture
o Understanding Quality Service and Service Culture
o Key Skills for Quality Customer Service
o Addressing Customer Different Behavior Style
o Steps to Resolve Service Breakdown
The Intangible of Service
Service is Intangible - Intangibles deal with the human
side of an organization They include human emotions,
behaviors, understandings, feelings, and perceptions
Achieving customer service intangibles .
The Disney Method
Backstage and On Stage
Sales as a performance
Making a memorable impression
Building a performance culture
( The staff is always “ onstage “ when before a guest )
Executive Training
Introduction and Overview
Executive and personal coaching has gained momentum as a strategic movement promoting change.
The characteristics and process of coaching:
The Jack A. Bass Team KEYS :
Knowledge and character start from within the person and develop outward.
Training focuses on transforming people intrapersonally in order to build positive external behaviors.
Introduction and Overview
Executive and personal coaching has gained momentum as a strategic movement promoting change.
The characteristics and process of coaching:
The Jack A. Bass Team KEYS :
Knowledge and character start from within the person and develop outward.
Training focuses on transforming people intrapersonally in order to build positive external behaviors.
The Jack A. Bass Team Approach To Executive Training
Nondirective training/coaching is becoming prevalent and considered more effective because the
relationship between the trainer and client is collaborative. It is a supportive relationship in which the
trainer raises awareness through questioning, and enhances interpersonal and organization
effectiveness in the executive that extends to their job, personal life and beyond . Trainers are described
as great listeners and “act as thought partners” to their clients
Nondirective training/coaching is becoming prevalent and considered more effective because the
relationship between the trainer and client is collaborative. It is a supportive relationship in which the
trainer raises awareness through questioning, and enhances interpersonal and organization
effectiveness in the executive that extends to their job, personal life and beyond . Trainers are described
as great listeners and “act as thought partners” to their clients
Team Work and Effective Staff Meetings
Goal Setting and Communications
Current Assessment
R.A.M. – Responsibility and Accountability Matrix
Planning and participation
Conflict Resolution
Listening Skills
Action Plan
Building on the common purpose(s) in the business plan ( Workshops 1 and 2), the ability to work
together and to resolve conflicts can be critical to an organization's short-term health and long-term
success. Frequently conflicts don't cure themselves but intensify as time passes. In conflict mode,
people focus on defending positions rather than making the best possible use of available information
and resources. The best options for an organization may never be discussed or even thought of.
Turning meeting time into sustained results is a priority for successful organizations. Actions that make
meetings successful require management before, during, and after the meeting.
Goal Setting and Communications
Current Assessment
R.A.M. – Responsibility and Accountability Matrix
Planning and participation
Conflict Resolution
Listening Skills
Action Plan
Building on the common purpose(s) in the business plan ( Workshops 1 and 2), the ability to work
together and to resolve conflicts can be critical to an organization's short-term health and long-term
success. Frequently conflicts don't cure themselves but intensify as time passes. In conflict mode,
people focus on defending positions rather than making the best possible use of available information
and resources. The best options for an organization may never be discussed or even thought of.
Turning meeting time into sustained results is a priority for successful organizations. Actions that make
meetings successful require management before, during, and after the meeting.
and Delegation
Purpose of job descriptions
Templates for drafting job descriptions
Peer Review
Annual Performance Reviews using the
job descriptions
Current Assessment
Delegation and Mentoring
Action Plan
Responsibility without adequate authority leads to discontent and dissatisfaction . Responsibility flows
from bottom to top. The middle level and lower level management holds more responsibility. The person
held responsible for a job is answerable for it.
Employees are expected to accomplish tasks assigned , then also be answerable for the outcome.
Purpose of job descriptions
Templates for drafting job descriptions
Peer Review
Annual Performance Reviews using the
job descriptions
Current Assessment
Delegation and Mentoring
Action Plan
Responsibility without adequate authority leads to discontent and dissatisfaction . Responsibility flows
from bottom to top. The middle level and lower level management holds more responsibility. The person
held responsible for a job is answerable for it.
Employees are expected to accomplish tasks assigned , then also be answerable for the outcome.
Our fees will be refunded if sales and profits do not increase when
provided strategies are followed..... ask us for details.
CONTACT US FOR A NO OBLIGATION APPOINTMENT
provided strategies are followed..... ask us for details.
CONTACT US FOR A NO OBLIGATION APPOINTMENT
EXECUTIVE TRAINING
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