HT101 - Phase 2

Read The Room

Advanced Hospitality in Action 2026

Quick Reset: Phase 1

• What’s one thing you’ve tried from Phase 1?
• Where have you seen hospitality go right?
• Where has it felt forced or repetitive?

Purpose: From Scripted → Situational Hospitality isn't about saying more. It's about saying the RIGHT THING at the RIGHT TIME.

Hospitality Fatigue

What guests feel when we OVERDO it:

• Too many check-ins
• Repeating the same phrases
• Interrupting conversations
• Over-explaining

Goal: Be NOTICED, not ANNOUNCED.

The '1 Voice Rule'

Read before repeating.Instead of: "How is everything?" (again) Try:

• “Anything I can quietly grab for you?”
• Smile + eye contact

Add value or stay silent - but always stay present

Read the Room

Simple Practical Tools

Green Light:Positive & Engaged

• "Duchenne" smile
• Smiling
• Eyebrow flash
• Relaxed, open posture

Response: Be warm, conversational, helpful

Red Light: Distress/Escalation

• Aggression
• Stress
• Resistance
• "The Zone"

Response: Don’t interrupt. Support silently, take mental notes

Yellow Light: Uncertain/ "The Pre-Ask"

• Scanning
• Confusion
• Checking Out
• The Sign

Response: Proactive engagement, low-pressure greeting

Silent Hospitality

eye contact & nod

pre-bus w/o interrupting

anticipate needs

#internalhospitality

Consistency Under Pressure

Communication

Respect in Motion

Awareness & Support

Team Standards

Hospitality w/ Each Other

Accountability

Presence & Professionalism

Closing

Phase 2 - Tuning In

Phase 1 - Showing Up

The Goal?

• just start with awareness
• pay attention
• read the room
• support each other

• paying attention to what’s actually happening in front of you
• adjusting your approach
• knowing when to lean in… & when to step back.

• being present
• being consistent
• making sure every guest felt acknowledged and taken care of

Q&A

Thank you very much!

Megan Watson Corporate Trainer

• Say names when possible (builds connection fast)
• No “drive-by” directions - make sure the person heard you
• Confirm, don’t assume (“You got table 12?”)
• Tone matters more than words - keep it calm, even under pressure
• No calling out mistakes across the room - handle it directly and respectfully

• If you see it, you own it (don’t step over problems)
• Look up every few minutes - don’t stay tunnel-visioned
• Step in before someone has to ask
• If a teammate is in the weeds, ask: “What’s one thing I can take?”
• Don’t wait for perfect timing- help in motion

• Own mistakes quickly and simply (“That’s on me, I’ve got it”)
• Fix first, explain later (if needed)
• Give feedback to help, not to vent
• Assume positive intent first

• Phones away unless necessary
• Stay engaged - no disappearing when it’s busy
• Body language matters internally too (not just for guests)
• Energy is shared - what you bring affects the whole team

• A quick “thank you” goes a long way
• Acknowledge help when it happens
• Check in during slower moments (“You good?”)
• Celebrate small wins (big rush handled well, etc.)

• “Behind,” “corner,” etc. said clearly and respectfully - not sharply
• No rushing past people without acknowledgment
• Make space for each other - physically and mentally
• Hand-offs are clean (don’t just drop and go)

• Busy is not an excuse for being short with each other
• Same level of respect at 6pm rush as 2pm slow
• No eye rolls, sighs, or visible frustration directed at teammates
• Reset quickly after mistakes - don’t carry it forward