guest communication

Purpose This SOP explains how guides should respond when a tasting is not ready at the expected time. Delays should be handled calmly, discreetly, and without embarrassing the restaurant or creating unnecessary concern among guests. Confirm the Delay Privately Speak with the restaurant contact away from the group. Ask: How long the delay is expected…

Purpose This Standard Operating Procedure teaches Carlsbad Food Tours guides how to speak loudly and clearly enough for the entire group to hear without shouting or straining their voices. Good projection comes from breath support, positioning, pronunciation, and steady energy—not excessive volume. Position the Group Before Speaking Do not begin an important story while guests…

  Difficult Situations • Guide Training Article Guide Academy training illustration Handling Restaurant Delays and Unexpected Closures Restaurant delays and unexpected closures are inconvenient, but they do not have to define the guest experience. A prepared guide can protect the tour’s rhythm, preserve the restaurant relationship, and keep guests confident. The goal is not to…

Late guests and no-shows can affect restaurant reservations, food preparation, tour timing, and the experience of guests who arrived on time. A professional guide handles these situations with warmth and patience while keeping the tour moving. Before the Tour Arrive early and review: The guest list and total guest count Dietary restrictions The scheduled starting…