2. Key Areas of Service
Attitude
Verbal Skills
Behavior
Needs of the Guest
3. Characteristics of Service
Service is abstract /intangible
Service is produced and consumed at
the same time
The resident participates in the service
experience
Service exceeds guest expectations
4. Takeaways to Remember
Good service can save a bad meal.
Next to cleanliness, service is the number one reason
guests return
As a server you take responsibility in ensuring the best
possible guest experience
Service is not what you believe it to be but what the
customer/resident perceives it to be.
5. Attitude
Positive Attitude – learned, practiced and lived
everyday.
Be a Professional – you have to enjoy what your doing.
Appearance – if you don’t care about your own
appearance how can you can care for your guests.
Smile – they are free. Contagious. Friendly.
Guests vs Customers – center of attention, made to feel
important and always want to come back.
6. Verbal Skills
Communicate – clear, concise, no misunderstandings.
Tone – Not what you say but how you say it.
Guest Comments – Good or bad. Thank them for their
feedback.
Product Knowledge – you need to know everything
about the menu – preparation, ingredients.
Listening – truly listening. Don’t just hear the guest.
Body Language – the silent form of communication.
7. Behavior
First Impressions – appearance, smile, posture.
Eye Contact – promotes a level of confidence.
Tools – use the tools provided you.
Stay in Control – Don’t be in the weeds.
Don’t Let Them See Stress – Never in front of the
guests.
8. Needs of the Guest
They need to eat, served in a quick, efficient manner
and leave happy.
Anticipate – anticipate guests needs. Proactive service.
Attentive – guests need to be the center of attention.
Direction – guide your guests through the dining
experience.
Provide Value
Treat the guest how you would want to be treated.
9. Q & A
What questions
might you have
regarding todays
training.
