When should team members smile at guests?

Smiling at guests is an essential aspect of creating a welcoming and positive dining experience. When team members smile, it conveys friendliness and can significantly enhance the overall atmosphere of the restaurant.

Smiling when taking orders helps to establish rapport and makes guests feel valued as they begin their interaction. It fosters a more pleasant communication channel and encourages customers to engage comfortably.

When handing over food, a smile can reinforce the excitement of receiving their meal and can contribute to their satisfaction, making the experience feel personal and attentive.

In the case of handling guest complaints, a smile can serve as a calming gesture. It conveys that the team member is committed to resolving the issue and is approachable, helping to soothe any tension the guest may feel.

Therefore, smiling at all points of interaction—taking orders, handing over food, and addressing complaints—ensures a consistently positive experience for guests, encouraging them to return. This approach aligns with Zaxby’s commitment to exceptional customer service and hospitality.