The Manager Guide for
Standard &Performance Techniques
A complete Service Standards Service Guide
By
Ehab Rashwan
Copyright © 2011 by Ehab Rashwan. All rights reserved
No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning or otherwise, except as permitted under Law, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy Fee. Requests to the Publisher for permission should be addressed. This publication is designed to provide accurate and authoritative information in regard to the subject matter covered.. If professional advice or other expert assistance is required, the services of a competent professional person should be sought.
Table of Contents
Introduction
Introduction To Restaurant Service
Great Guest service is associated exclusively with upscale and luxury companies. However, in our industry, businesses don't just understand the importance of guest service — it's the very core of what we do. To better serve our guests, we create superior menus, hire outstanding staff and design venues with style and flair.
Service is a key issue. It’s a question of balance, and it’s another area where you tend to notice it more if it is bad. Good service is unselfconscious, unfussy and appropriately attentive. You don’t find wait staff hovering around, anxious to interrupt at the slightest nod, but then again you don’t have to sit there for 20 minutes before you can get someone to bring another bottle of sparkling water. Guests appreciate friendly service, but they don’t want wait staff to engage in too much conversation, or be ingratiating.
Specifically, the purpose of this book is to welcome you to the restaurant department and Introduce you to the tools that you will use in your position.
This book focuses on the basic skills needed for service.
Part 1
The exclusive Guide for Standards & Performance Techniques
Basic Ways To Treat Your Guests So They Will Want To Come Back
Courtesy is one of the most essential aspects of restaurant service, so is a degree of formality, especially in up market operations. Efforts must be made to ensure a relaxed and welcoming atmosphere with a warm, friendly and efficient service provided with politeness. You should not provide good service as your duty but it must come from within your heart. You should relish every moment when you are serving someone.
Great them with a smile and offer an appropriate hospitality comment
Use their name – it makes them feel important & special
Maintain eye contact – it shows care and interest
Avoid the use of the word “No” – always offer an alternative
Go the extra mile – our guests expect it
Ensure a quality product and efficient service
Maintain a clean and healthy environment
Escort guests as much as possible otherwise provide clear directions
Speak to our guests in a friendly, enthusiastic and courteous tone and manner.
Take personal responsibility to get their special requests done quickly and efficiently.
Anticipate guest’s needs and resolve their problems tactfully
Be professional in appearance.
Keep the guest’s space neat and clean
Thank the guest for choosing our restaurant.
Increase your product knowledge
Always greet them with a smile
Be gentle in your approach
Always be polite and handle things with patience
Never get irritated during working hours
Be sensible and quick
What Upsets Guests
Timing
When we do not open on time or close early
When guests need to wait too long
When we run out of items
When the server says: ”5 minutes” and it takes 10
Service
When they do not get greeted
When servers are not knowledgeable about the menu
When the servers does not speak clear enough
When guests do not get eye contact or a smile
When we don’t serve what was ordered
When the server does not double check if everything is all right
When water is not refilled
When coffee is not hot
Equipment
When chairs are dirty, stained or have crumbs
When the table is not clean and tidy
When sugar bowls are dirty on the inside
When ashtrays are not emptied
When glasses are chipped
When coffee cups are stained
Types Of Difficult Guests
It is important for us to realize what is distracting our guests so that we can answer any questions, welcome them into our world and help them relax and enjoy themselves.
Three Types Of Difficult Guest
The Distracted Guest. This type of guest is the easiest to spot, and to deal with. The distracted guest is really someone who is still in his or her own world.
The Disappointed Guest. This type of difficult guest does not arrive distracted, but they do arrive with certain expectations, and while they’re with you, for some reason those expectations are not met.
The Disruptive Guest. These guests believe that they have been personally insulted, the victim of an injustice or seriously embarrassed. They are normally extremely angry.
How To Deal With An Upset Guest
It is not that difficult to deal with a guest that is upset, just follow the following four steps technique.
Listen to the guest without interrupting.
Acknowledge their concerns.
Sympathize with the guest; think to yourself what if it were you.
Think of a solution that would be beneficial for the guest. If you don’t have a solution or can not make the decision seek a manager.
Delighting Guests
It’s easier to keep a guest than get a guest. So, it is good news that your restaurant is attracting more and more repeat guests. With that comes a challenge. Our goal is to exceed the expectations of all new guests and repeaters.
When we talk about repeat guests, it is important to remember that they already know what to expect, their expectations are higher. So, in order to accomplish this we must delight our guests. Before, we look at your role in delighting guests; let’s take a look at why it is that companies lose guests.
1% Die
3% Move away
5% Influenced by friends
9% Pulled away by competition
14% Dissatisfied with the product
68% Turned away by an attitude of indifference on the part of a company employee
The Sequence of Service
Preparation to deliver satisfied service begins before the guest steps into the restaurant with activities like Ménage, handling reservation, allocation of table. Once the guest arrives in the restaurant there is a certain sequence that is followed to make his/ her meal experience pleasant.
Handling Reservation & Allocation Of Tables
Reservations are accepted in fine dining or specialty restaurants; coffee shop does not accept reservations.
Following points must be noted down while taking down a reservation
Name of the guest
No. of pax
Time of reservation
Contact number and name of the booker
Any special request/ requirement/ table preference.
Reservations of the day are discussed during briefing prior to meal period; allocation of the tables is done at this time.
Allocation of table is done prior to arrival of the guest and a note of the same is made on the reservation register, so that
The guests can be seated on appropriate table, as per request or occasion.
All restaurant staff is aware of the same, thereby eliminating confusion and ensuring smooth and professional welcome.
Ensuring optimum seating levels in the restaurant.
Welcoming Guests In The Restaurant
Hostess should be well groomed and be present at all times during working hours at the entrance of the restaurant. She should acknowledge guests arrival with a bright smile on her face and pleasant eye contact, while stepping forward towards the guest. Hostess must greet guests by their names (if available) with a courtesy bow.
Children should be acknowledged and greeted individually by name (if available).
If guest’s name is not known, hostess should confirm name by asking politely “You are Mr. or Mrs.…?”
Once the name is known, she should say:
“Welcome to (name of outlet), Mr./s (name of guest)”.
Hostess will escort guests to the table, showing the way to guests with open palm hand, while walking side by side or at a slight distance in front, by saying:
“This way please, Mr./s (name of guest)”.
Hostess must suggest aperitif by saying:
“Would you like to sit at the bar for an aperitif first or would you prefer to go straight to your table, Mr./s (name of guest)?”
She should follow the guest’s response and acknowledge by saying:
“With pleasure Mr./s (name of guest), this way please”
Hostess should inquire about guest’s preferred section of the restaurant, by saying:
“Would you prefer a smoking or a non-smoking section of the restaurant, Mr./s (name of guest)?”
Hostess must engage in a light conversation tone with the guests while escorting them. It should be natural and conversational way (not overburdening with excessive conversation – conversation could be on guests stay, which activities guests have enjoyed so far, etc.)
Hostess must pull out the chair lightly from the table, and offer them to sit. Disabled persons should be approached first, women and then men.
Hostess should assist the guests such that they are comfortable and should push the chair gently forward and ask:
“Please Mr./s (name of guest), are you comfortably seated?”
For first time guests, in case a child is present, hostess must propose a high chair as appropriate, and ask:
“Would you like me to bring a high chair Mr./s (name of guest)?”
Hostess should unfold napkin on the guest’s lap, from the right hand side, ladies first then gentlemen, with a smile and eye contact.
For subsequent visits to the restaurant, high chair is automatically offered to guests without asking.
Hostess must ensure that guests are promptly seated and that the correct number of place settings are in place. Hostess should inform guests that their order will be taken right away by saying:
“Waiter would take your order right away, Mr./s (name of guest)”.
Hostess should also wish guests a pleasant meal experience and retire with a courtesy bow along with a smile saying:
“Please enjoy your (meal) Mr./s (name of guest)”.
Hostess should advise headwaiter/waiter whether guests have already had an aperitif at the bar, in order for the headwaiter/waiter to propose aperitif to guests as appropriate.
Hostess should present herself well to the guests, should be calm, polite and appealing to the guests.
Presenting The Menu & Taking Food Order
Headwaiter/waiter should approach the table with a smile and pleasant eye contact, and must greet guests by saying:
“Good (time of the day), Mr./s (name of guest), I am (name of staff), your (headwaiter or waiter)”.
The Headwaiter/waiter must introduce the theme of the evening/day by saying:
“Welcome to our … (name of theme) evening, / day Mr./s… (Name of the guest)”
In case guest does not go to the bar for an aperitif, the headwaiter should propose aperitif to guests by saying:
“Would you care for an aperitif, Mr./s (name of guest)?”
Headwaiter/waiter must ensure that menus are in excellent condition (depending on location), stands on the right hand side of the guest, with the menu opened on the first page and holding it by the top, should present to the ladies first while maintaining eye contact by saying:
“Please allow me to present you our (name of theme menu/menu of the day) Mr./s (name of guest)”.
Headwaiter/waiter should introduce any one of the specialties of the day (as applicable).
Headwaiter/waiter must retire from guests table for a few moments (3-5) minutes, allowing guests to study the menu, by saying:
“May I leave you to look at the menu, Mr./s (name of guest)? I will be back for your order in a short while.”
In case of unavailability of specific items, guests are advised accordingly, by saying: