Here is a brief example of a Restaurant’s Customer Experience
Cycle.
Pre-Experience: Reservation
 Fact finding information
 Find out what the occasion is, for example, promotion, anniversary, birthday.
 Schedule reservations.
Start of the Experience
 Educate shift on this evening’s event—who’s coming in, VIPs, regulars,
celebrations, and so forth, as well as their names and where
these people will be located.
Secret Service Systems 7
 Greet and acknowledge by every department—valet, hostess, and
so forth.
 Utilize database if guest is a return customer—favorite drinks, appetizers,
and so forth.
 If customers need to wait in the bar, have their favorite drinks
ready for them.
Experience
 Warm and professional, customer is greeted by everyone who comes
to the table
 Thorough and detailed presentation by the staff
 Additional acknowledgment by other staff members on guest’s occasion,
for example, several staff wishing them a happy anniversary
Post-Experience
 Smooth checkout
 Coat and valet ready for guest
 Cheerful sendoff
 Card sent out congratulating them on their occasion and thanking
them for including ABC restaurant in their big night