Service
What is service?
What restaurant and food service employees provide
What are 4 ways to make a good first impression?
Make the guest feel welcome, Helping the guest feel confident about the decision to come to the operation, Setting the stage for a good dining experience, Making the guest more likely to forgive minor errors
Why is it important to recognize when a guest is upset?
What is hospitality?
The feeling that guests take with them from their experience with the operation
What is one of the best ways to make a strong first impression?
The initial guest interaction
What are some signs of an irritated guest?
Looking annoyed, not finishing a meal, avoiding eye contact, or saying unconvincingly that everything was just "OK."
What does hospitality refer to?
It refers to the interaction between a guest and host, the service, care, attention, and even physical environment
What exterior facilities need to be maintained so that they look clean and inviting?
Parking areas, sidewalks, and entranceways
Why should you notify managers of all guest complaints?
It helps the whole operation to take corrective action so the problem will not happen again
How does good customer service benefit an operation?
Increased guest satisfaction, Increased guest loyalty
Decreased marketing costs, Enhanced business reputation, More positive work environment, Increased profits, Increased employee satisfaction
What interior facilities need to be maintained so that they look and smell clean and fresh?
Floors, tables, utensils, menus, and counters, as well as well-stocked and spotless reestrooms
What should a manager or an employee never accept responsibility for when resolving a complaint?
A guests' injury or damage to property unless a proper investigation and insurance inquiry has occurred.
Where does the competitive advantage come from?
The competitive advantage comes from the nature and quality of customer service
Employees should not do what around guests?
Drink, eat, smoke, or chew gum in front of guests or outside of designated break areas. They should also not wear strong fragrances.
What are some methods to effectively help resolve problems?
Listen to the guest attentively, always looking for ways to solve the problem., Treat the guest with courtesy and respect., Do not become defensive., Do not take guests’ complaints personally., Be patient.