The best guest experiences don’t happen by accident. They’re designed on purpose, every step of the way.
At MAJC, we talk with the country’s most respected chefs and operators every week on our Restaurant Ready podcast. The lessons these leaders share are hard-earned.
When it comes to turning guests into regulars, these are the insights that actually work. Whether you’re running a single location or scaling a growing group, these five strategies will help you deliver the kind of experience guests remember and return for.
1. Make a Great First Impression Before They Ever Walk In
Your restaurant’s first impression isn’t made at the hostess stand. It’s made on Google, Yelp, Instagram, and wherever else guests first discover you. A diner’s decision to visit often comes down to what they see (or don’t see) online.
Make it easy for guests to find your hours, view your menu, book a table, and get a sense of your personality before they walk through the door. Ensure your digital platforms reflect the care and consistency of your service.
As chef Andrew Zimmern puts it, “The guest journey starts way before the food hits the table. Your digital presence should reflect your values, your vibe, and your hospitality.”
From chef Juan Gonzalez’s viral pizza videos to chef Alex Stupak’s visual brand-building, the lesson is the same: a compelling digital presence builds trust and traffic.
2. Train Your Team to Deliver Hospitality, Not Just Service
Guests might not remember what they ate, but they’ll remember how your team made them feel. Train staff to notice the small things: eye contact, timely greetings, course pacing, quiet refills, and genuine warmth.
Chef Karen Akunowicz says it best: “We emphasize anticipation. Great service is invisible, but it’s felt.”
That kind of hospitality starts from within. Chef Chris Shepherd reminds us that, “Hospitality isn’t just for your guests. It starts with your team. If they feel supported, that care flows outward.”
Chef Ben Shewry backs this up with structure: his four-day workweek enables teams to show up rested, motivated, and ready to serve at a high level. Investing in your team is one of the most impactful ways to invest in guest experience.
3. Create “Return-Worthy” Moments, Then Make It Easy to Come Back
Guests come back when their experience goes beyond expectations. That might be a perfectly timed course drop, a surprise dessert, a shoutout for their loyalty milestone, or a moment of recognition that proves you see them.
Chef Sarah Grueneberg says, “When the food is great, that gets them in the door. But it’s the whole experience that brings them back.”
Chef Gavin Kaysen agrees: “Guests are looking for connection. When you create a moment they didn’t expect, that’s what they talk about later.”
Add bounce-back offers or limited-time menu drops to create urgency. A well-timed social post can drive a flood of return traffic, especially when it highlights an off-menu item or limited-time special. Don’t wait for buzz. Build it.
4. Use Data to Personalize the Experience Online and Onsite
The little things go a long way: remembering a guest’s favorite wine, asking about their allergy from last time, or offering a dish they’ve ordered before.
“Every great restaurant has its regulars,” says Kevin Boehm. “But the smart ones act like every guest could be one.”
Use a guest data platform or a simple CRM to track feedback, preferences, and loyalty activity. Empower hosts and servers with real-time info so they can deliver service that’s personal, not transactional.
And don’t overlook the follow-up: personalized thank-you emails, review requests, and targeted invites to special events show guests you value their time and their return.
5. Turn Guests into Advocates Through Social and Word of Mouth
When it comes to repeat business, social proof matters. Make it easy and fun for guests to share their experience online. Highlight them on your channels. Offer incentives for tagging your restaurant.
Chef Juan Gonzalez knows the power of digital word of mouth: “User-generated content is free, authentic, and powerful. Let your guests be your megaphone.”
Chef Alex Stupak sees buzz as a strategy, not a side effect: “If people believe your place is where everyone wants to be, that becomes true.”
Use seating strategies and visible energy to build buzz. Fill the patio or window seats first. Offer exclusive drops for followers. Host events worth posting about. When your guests feel like insiders, they become advocates.
Don’t Just Feed People. Create an Experience They’ll Remember
Loyal guests are earned. When you create consistent, intentional experiences, online and off, you build something better than foot traffic. You build community.
At MAJC, we help operators design service, systems, and strategy that keep guests coming back. From real-world playbooks to expert insight, it’s all here. Start building your edge at MAJC.
At MAJC, AI helps us organize thoughts and speed up workflows—but every article is shaped, refined, and approved by real people who live and breathe this industry. We think honesty (like hospitality) works best when it’s real.
