QUALITY SERVICE WHICH IMPRESSES THE

RESTAURANT GUEST”S

“ QUALITY RESTAURANT CUSTOMER SERVICE IS ESSENTIAL

FOR THE GROWTH & SUCCESS OF AN ESTABLISHMENT . “

BY ABHIJEET . R . SALVI

F O R A N Y R E S TA U R A N T I T I S V E RY I M P O RTA N T T O H AV E Q U A L I T Y S E R V I C E S TA N D A R D S .

According to me there are 4 such areas which we have to

establish to make service quality oriented .

1 } listen & follow up .

2} courtesy .

3} always at the service of our guests.

4} establishing guest connections.

LISTEN & FOLLOW UP

Listen & follow up :

It’s very important for f & b service staff to listen to guests very

patiently , what he wants to say while taking his order , if

He has requested something , write it down in your kot pad . be

sure to note any allergies or any specific requirements on particular

dish , immediately inform our head chef about it . and take his

feedback on it & inform the same to the guests immediately .

COURTESY

2 } COURTESY :

This is very important factor as it show cases our

brand value . so it’s necessary to treat each & every

guest respectfully .we have to make them feel that

they are very important factor of our restaurant .

ALWAYS AT THE SERVICE OF OUR GUESTS .

3} ALWAYS AT THE SERVICE OF OUR GUEST / S :

F & b personal should always be there right from the arrival of the

guest till he / she leave she restaurant .

According to me in all restaurants & in all kind of service forms ,

paying attention to every small need of the guests is of utmost

importance to build up strong customer base & to keep them coming

back to our restaurant .

 

ESTABL ISH ING GUESTS CONNECTION .

4} ESTABLISHING GUEST / S CONNECTION :

The dining experience can be made up of several

significant points , but this is the utmost important point .

By following points we can be get connected by our

guests .

A} smile – restaurant staff needs to have this on their

face all the time .

B} observative - all service staff should be observative

in their own section captains – need to punch orders

properly , repeat the given order . punch the orders

perfectly .

Stewards – looking for clearing dirty plates for the

table , water refilling , placing cutleries before food

arrival .

C } saying goodbye :

It’s as important as greeting each & every guest while

entering the restaurant .. it doesn’t mean that if they have

finished having food & paid the bill , doesn’t mean that

service is finished . but always remember last impression is

the most important . saying good bye & inviting them back to

our restaurant , makes our guests feel that this guys are really

quality stuff .need to come back again .

It’s very important now days to impress guests,

through our service. If we don’t then some other will

take advantage of this.

So before we do this, we need to indulge some

important attributes , to make our service impressive .

Retaining of guests is more important than finding

new guests.

ATTRIBUTES OF A SERVER .

Attributes of a server:

Hardworking

Flexible.

Honest.

Resourceful.

Good listener .

Hygienic & well groomed.

Good salesmanship.

 

IMPRESSIVE SERVICE STAGES . Impressive Service stages:

If we need to impress our guests by displaying quality service then

we all have to follow the proper service method .

This will not only display our quality service but it will also make

our operation run smoothly.

Following are 15 briefly described approaches which we have to

follow , if we want to impress our guests through service :

Impressive service stages is nothing but a check list of service

from the arrival of the guest to the departure of the guest from the

restaurant .

This will take into account the particular task

to be performed to achieve smooth flow of

service which will suit special needs of the

guests .

1} welcoming guests by the host .

2} guiding / seating the guest / s at allotted table .

3} check comfort / seating arrangement .

4} serving water.

5} menu presentation .

6} taking order.

7} greeting guest/ s while taking order.

8} know your product .

9} suggestive selling .

10} repeating orders .

11} punching orders in the system.

12} check for the guest satisfaction on meal.

13 } check for cutleries & plates .

14 } offering our signature desserts.

15} clearing the table before presenting the

bill.

16 } end of service .

WELCOMING THE GUEST / S .

1 } WELCOMING THE GUEST / S :

Ensure that the restaurant is ready for the service

Greet guest/ s with smile .

Welcome guests to the outlet.

Guide guest/s to allotted table .

 

ESCORTING THE GUEST / S .

2} ESCORTING THE GUEST / S :

Always lead the guest/s.

Always use your hands , which way to go. { palm }

For elderly & for disabled assist properly .

Always try to follow guest/s preference .

 

C H E C K C O M F O RT

3} CHECK COMFORT :

Conform with the guest/s , if they are comfortable with

given table .

Ask if the table is enough for the group .

Check satisfaction of guest/s .

Wish them for a delight full dining experience with us .

Then only move ahead.

WATER SERVICE

4} WATER SERVICE :

Ask guest for their choice of water , flavored water or mulshi

spring water. By captains or by stewards.

Water should be served immediately .

Check for water glasses , should not contain any stain or lipstick

marks .

Proper follow up should be done on water refilling on regular

basis .

 

MENU PRESENTATION .

5} MENU PRESENTATION :

Offer menu to the guests, ladies first .

Check that menu does not contain any stain marks

on it & also inside it is clean , before offering to

guests .

Open the menu to the first page , while offering it to

guests .

TAKING ORDER .

6} TAKING ORDER :

Make sure you always carry a k.o.t pad with you to take order.

try if possible to take orders from the ladies / or from the host first .

Make sure you stand at a convenient distance from the guest , while taking order. see

to it you do use full recommendation to guests while taking order.

If the guest has ordered soup, starters & then main course . always try to punch

those orders in sequence in the system , so as it will follow in sequence from the

kitchen .

TAKING ORDER .

With food order , always try to take beverage order { this

in fact has impact on two things ,1 it helps to raise our

a.p.c , 2 it increases our sales as well .

While taking the order for dishes like mahasa kubbeh ,

maditerranean sampler , fatayer , inform guests that it

will take atleast 25 minutes to get ready .

Change cutlery according to guests requirement .

 

GREETING GUEST / S WHILE TAKING ORDER .

7} GREETING GUEST / S WHILE TAKING ORDER :

This is to make our guests relax & feel

comfortable .

This is to make them feel that there are people who

are going to take proper care of your table for the

night .

KNOWING THE PRODUCT

8} KNOWING THE PRODUCT :

Knowing what the product means :

Portioning.

Ingredients .

Preparation time .

Sauces, condiments, that goes with the particular dish.

Food pairing , suggest other dish that will go well with the

meal ordered .

SUGGESTIVE SELLING .

9} SUGGESSTIVE SELLING :

Suggest beverages with food orders as it will raise our a.p.c also it increases

our sales .

After main course offer signature desserts , also inform them about the

ingredients used in the desserts .

If any guests wants to eat light dishes , suggest them our light eats .

Suggest our smoke red pepper soup , raspberry soup , tomato lemon grass

soup.

Always remember suggestive selling is all about letting guests know about our

core products .

 

R E P E AT I N G O R D E R .

10 } REPEATING ORDER :

Always say sir / mam may I repeat your order please

You have ordered for

Food : name of the dish.

How much portion of it .

With which sauce .

Drinks : name of the drink

REPEATING ORDER .

How much quantity.

Any extra portions to be served .

Ask guest /s how would they like their meal to be

served

1 by 1 or course by course or all together .

Lastly thank to the guest / s.

PUNCHING ORDERS IN THE SYSTEM .

11 } PUNCHING ORDER IN THE SYSTEM :

Always punch orders in course wise to avoid any

further confusion .

If there are any preference by the guest for specific

order , punch accordingly .

If preference is not available , inform guest asap.

CONT ….

Before saving the order of the table always re check for

Number of dishes , number of portions ordered , any specific

instruction .

This will avoid last minute running & guests will also not be dis

satisfied.

CHECK FOR CUTLERY & PLATES .

12 } CHECK FOR CUTLERY & PLATES :

Before meal arrives on the table place proper

cutleries.

Make sure that those laid cutleries & plates

are free from any stains, dirty marks .

CHECK FOR GUEST SATISFACTIONON MEAL .

13 } check for guest satisfaction on meal : { follow up very

important }

Check for the guest satisfaction when it is right time to interrupt.

How’s the food, beverage / how’s the taste? Hope you are

enjoying your meal?

“is there anything else I may assist you with , sir / mam ? .

 

Thank you very much, please enjoys your meal.

OFFERING SIGNATURE DESSERT .

14 } OFFERING SIGNATURE DESSERT :

“I suggest you to try our new signature dessert, as

it contains extra ordinary ingredients which makes it

fabulous.

“Thank you very much, iam sure you will like it .

 

CLEAR ING THE TABLE BEFORE PERSENT ING THE F INAL B I LL .

15 } clearing the table before presenting the bill :

Remove the specified tables bill .

Check for any modifications ,

If you have forgotten to punch some pastries .

Or if there was some problem with the dish , inform your

manager & he will do the needful .

CONT ….

Present the bill in the bill folder, make sure the

folder is free from any stains .

Thank guest & clear the folder from the table .

Get the check cleared from the cashier with proper

chance & bill carrying paid stamp on it .

 

END OF SERVICES .

16 } END OF SERVICE :

Service does not end till the guest leaves the restaurant .

As the guest starts to leave the restaurant , just say “ good bye ,

hope you have enjoyed your meal with us , hope to see you soon ,

thank you.”

This is another chance where we can impress our guests by

saying this statement, so we have to do as good we can.

 

ALWAYS REMEMBER .

THE GUEST :

Never underestimate the importance of a guest

Guests are not dependent on us -- we are dependent on them

A guest is never an interruption of our work – he is the purpose of it.

A guest does us a favor he comes here -- we are not doing him a favor by serving

them.

A guest is part of our business -- not an outsider.

- If we don’t take care of the customer…our competitors will.

Guest is a person who brings us his wants -- it is our job to fill those desires.

Remember only a guest can give us Growth and no one else.