Put Hospitality to Work
Presenters: Keri Wells & Drake Kuykendall
Skit Performers: Gina Royer, Cat Warwick, Shae Jenkins
PRE-SHIFT OUTLINE
Set the tone for success
Review team and individual goals so everyone knows what a great day looks like.
Know your guests before they arrive
Review all reservations and team notes. This sets the team up for success and reinforces that their prep work matters.
Own the guest experience
- Capture every new guest’s email before checkout
- Review returning guest notes and welcome them back by name when possible to help create the best guest experience
Communicate as a team
Acknowledge any changes, callouts, or updates.
Introduce new team members and keep everyone aligned.
Play to strengths
Assign roles based on individual strengths.
Call out what excellence looks like in real time so the team can learn from it.
Create energy and morale
Recognize wins and highlight team strengths.
Share positive feedback both individually and with the group.
Keep everyone informed
Walk through:
- New wines (with details and talking points)
- Upcoming events, closures, or calendar updates
This ensures the team feels confident answering questions and promoting what’s happening in their tasting room.
Coach guest awareness
Discuss guest types regularly so the team can quickly read and adapt their approach.
Leadership Mindset
You are the coach.
Your preparation, energy, and presence set the pace for the entire team.
Build your game plan around strengths.
Address concerns directly with those who can impact change.
Notice and share what great looks like:
“Nichole tells incredible stories.”
“Therron is an exceptional listener.”
Be aware of personality styles, and stay intentional about building a team committed to delivering standout hospitality.
WOW GUEST EXAMPLES
Examples of Mystery Shopper Key Metrics that staff must do with generous hospitality in mind.
1. Warm Welcome Within 15 Seconds
Make eye contact, smile, and greet every guest promptly. Even if you’re busy, a quick “We’ll be right with you” goes a long way in making guests feel seen and valued.
2. Create a “Surprise & Delight” Moment
Look for opportunities to go above expectations, a small splash of something unexpected, a thoughtful pairing suggestion, or remembering a returning guest, recognizing a special occasion and bringing them a handwritten note. These little moments are what guests remember.
3. Guide the Experience, Don’t Just Pour
Help guests discover what they’ll love. Ask questions, practice active listening, and confidently recommend wines based on their preferences. Be their guide, not just their server.
Can you think of some other Key Metrics?
1. _________________
2. _________________
3. _________________
My “Intentionally curious questions I love” that I am going to ask guests this week.
1. _________________
2. _________________
HOSPITALITY-STYLE CLOSE: Turning Great Experiences into Lasting Connections
1. First Visit → Build Confidence + Suggest Next Step
“I’m so glad you joined us today, it’s been fun getting to share these wines with you. Based on what you’ve been enjoying, I think you’d really love this one as well.”
2. Personalize the Offer → Tie It to What They’ve Shared with You
“You lit up with that Rosé, it’s such a good one. Should we wrap a couple up for your girls’ weekend? It’s kind of perfect for that.”
3. Listen + Connect to What’s Next
Pick up on what they care about and bridge it forward.
“It sounds like you really enjoy the story behind the wines. We have a blending event coming up soon, it’s a really fun, hands-on experience. Want me to save you a spot or make sure you get the invite?”
4. Close with Relationship, Not Transaction (Drake’s Version)
“I really enjoyed getting to know you, and I’d love for you to come back and spend some more time with us – I’ve added a wine club invitation to your bag, and I’d love to connect soon.” (Drake’s version)
REFERENCE MATERIALS
