impressive restaurant service stages

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every restaurant who wants to impress its guests should go through this power pact presentation .

impressive restaurant service stages

  1. 1. 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
  2. 2. F O R A N Y R E S T A U R A N T I T I S V E R Y I M P O R T A N T T O H A V E Q U A L I T Y S E R V I C E S T A 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.
  3. 3. 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 . 
  4. 4. 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 .
  5. 5. 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 . 
  6. 6. 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 .
  7. 7.  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 .
  8. 8.  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 .
  9. 9.  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.
  10. 10. ATTRIBUTES OF A SERVER .  Attributes of a server:  Hardworking  Flexible.  Honest.  Resourceful.  Good listener .  Hygienic & well groomed.  Good salesmanship. 
  11. 11. 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 .
  12. 12.  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 .
  13. 13.  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.
  14. 14.  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.
  15. 15.  13 } check for cutleries & plates .  14 } offering our signature desserts.  15} clearing the table before presenting the bill.  16 } end of service .
  16. 16. 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 . 
  17. 17. 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 . 
  18. 18. 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.
  19. 19. 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 . 
  20. 20. 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 .
  21. 21. 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 .
  22. 22. 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 . 
  23. 23. 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 .
  24. 24. 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 .
  25. 25. 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 . 
  26. 26. 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
  27. 27. 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.
  28. 28. 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.
  29. 29.  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.
  30. 30. 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 .
  31. 31. 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.
  32. 32. 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 . 
  33. 33. 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 .
  34. 34.  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 . 
  35. 35. 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. 
  36. 36. 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. 

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