Growth and development are essential components of the human experience. In fact, they are necessary for mental and emotional well-being. To stifle that growth is to shut down the untapped potential of that individual. And when that happens, everything begins to decline.

The best way to maintain a satisfied staff is to help them grow.

Continuous Improvement in Service

Michael maintains a strong belief that every aspect of restaurant service can be improved, regardless of its current state. While many restaurant owners may feel confident in the quality of their service, there are often overlooked discrepancies that can negatively affect both guest satisfaction and profitability. Functionality alone does not guarantee that the overall health of the service is excellent; underlying issues such as poor sales performance, lackluster guest engagement, and inconsistent service standards can gradually erode a restaurant’s financial success.

The Importance of Ongoing Staff Development

Servers play a critical role in shaping the guest experience and, consequently, the restaurant’s bottom line. To maximize their positive impact, servers should receive ongoing training that focuses on building strong skills in three fundamental areas: service, sales, and hospitality. Investing in the continuous development of the service team is essential for restaurant owners who aim to achieve and sustain profitable outcomes.

Overview of the 1-Day Training Program

Under Michael’s leadership, the 1-Day Training Program is structured around the implementation of his proven 3-Tier system, designed to elevate your restaurant’s service standards and profitability. This program is carefully crafted to provide staff with practical and actionable instruction in key areas that drive restaurant success.

Developing Sever Identity

As part of this training, Michael will guide servers in becoming more self-aware by exploring both their strengths and weaknesses. This process begins with identifying each server’s Unique Value Proposition (UVP), which is essential for clarifying the individual qualities and skills they contribute to the guest experience. By recognizing their UVP, servers gain a clearer understanding of what sets them apart and how they can enhance interactions with guests.

In addition, acknowledging personal weaknesses allows servers to pinpoint specific areas for improvement. This insight not only benefits the individual but also equips the leadership team with targeted information to develop focused training strategies for continued staff growth. Together, these elements—awareness of strengths, identification of the UVP, and recognition of weaknesses—are key to building a high-performing service team within the restaurant.

Advanced Concepts of Service

Michael’s training program takes your staff beyond the basics by introducing advanced serving concepts designed to transform how servers view their profession. Through this comprehensive approach, your team will gain deeper insight into the significance of their roles and how each action contributes to a superior guest experience.

By exploring these advanced concepts, staff members begin to recognize the direct connection between their performance, guest satisfaction, and the restaurant’s overall success. Michael emphasizes that understanding the true value of their work not only enhances the guest experience but also increases profitability for both the servers and the establishment.

This foundational knowledge prepares your team for the subsequent stages of Michael’s 3-Tier system, ensuring they are equipped with the right mindset and skills needed for ongoing growth and excellence in service.

Elevated Service Techniques

Michael’s training begins with a focus on advanced service techniques. Staff members are guided through methods and practices that enable them to deliver a higher level of service to every guest. The emphasis is on techniques that can be immediately applied on the dining floor, ensuring servers are equipped to enhance the overall guest experience.

Sales Strategies: The 4-Point Method

A core element of the training is the introduction of Michael’s 4-point method, which forms part of the proper sales approach. Through this framework, staff are taught effective strategies for increasing check averages, learning how to confidently recommend menu items, and maximizing every sales opportunity. The 3-Tier system ensures these concepts are presented in a way that is clear and actionable for all team members.

Memorable Hospitality Practices

The final tier of the training focuses on hospitality. Michael shares an effective approach that helps staff create memorable and positive experiences for guests. By strengthening their hospitality skills, servers are empowered to foster guest loyalty and encourage repeat business.

Training Goals and Staff Engagement

The overarching goal of the 1-Day Training Program is to connect meaningfully with your staff, motivating them to put the taught concepts and strategies into practice. By the end of the session, each team member will have a clear understanding of how to implement these methods to improve both individual performance and overall restaurant outcomes.

Meet Your Trainer, Michael Laurie

Michael Laurie brings nearly 30 years of dedicated experience to the restaurant industry, making him a valuable asset to any service-focused organization. Throughout his lengthy career, Michael has demonstrated a strong passion for helping others achieve success in hospitality settings. 

Michael brings extensive experience to the restaurant industry, having spent the majority of his career working in upscale, high-end, and fine dining establishments. This background has enabled him to develop a deep understanding of the standards required for exceptional service and hospitality. His work in these prestigious environments has helped him build a strong acumen in the field, positioning him as a leader in service excellence.

His expertise lies primarily in front-of-house operations, where he excels in leadership, team building, and fostering a positive workplace culture. Michael is known for his ability to create memorable experiences that drive high levels of guest satisfaction.

Michael's professional background includes a diverse range of roles, from serving guests to managing operations, as well as holding prestigious positions such as Maître D’ hotel and wine director. In addition, he has accumulated over a decade of experience as a corporate trainer, working with two different establishments to develop and mentor staff.