QUALITY RESTAURANT SERVICE WHICH IMPRESS THE PATRON'S .

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QUALITY SERVICE WHICH IMPRESSES THE RESTAURANT
GUESTS

• QUALITY RESTAURANT CUSTOMER SERVICE IS
  ESSENTIAL FOR THE GROWTH SUCCESS OF AN
  ESTABLISHMENT .
• BY ABHIJEET . R . SALVI

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FOR ANY RESTAURANT IT IS VERY IMPORTANT TO HAVE
QUALITY SERVICE STANDARDS.

• 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.

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LISTEN FOLLOW UP

• Listen follow up
• Its 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 .

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COURTESY

• 2 COURTESY
• This is very important factor as it show cases
  our brand value . so its necessary to treat
  each every guest respectfully .we have to make
  them feel that they are very important factor of
  our restaurant .

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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 .
•  

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ESTABLISHING 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 .

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• 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 .

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• C saying goodbye
• Its as important as greeting each every guest
  while entering the restaurant .. it doesnt mean
  that if they have finished having food paid the
  bill , doesnt 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 .

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• Its very important now days to impress guests,
  through our service. If we dont 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.

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ATTRIBUTES OF A SERVER .

• Attributes of a server
• Hardworking
• Flexible.
• Honest.
• Resourceful.
• Good listener .
• Hygienic well groomed.
• Good salesmanship.
•  

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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 .

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• 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 .

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• 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.

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• 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.

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• 13 check for cutleries plates .
• 14 offering our signature desserts.
• 15 clearing the table before presenting the
  bill.
• 16 end of service .

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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 .
•  

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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 .
•  

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CHECK COMFORT

• 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.

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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 .
•  

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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 .

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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 .

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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 .
•  

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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 .

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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 .

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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 .
•  

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REPEATING ORDER .

• 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

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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.

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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.

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• 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.

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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 .

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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.
• Hows the food, beverage / hows 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.

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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
  .
•  

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CLEARING THE TABLE BEFORE PERSENTING THE FINAL
BILL.

• 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 .

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• 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 .
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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.
•  

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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 dont take care of the customerour
  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.
•