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Attributes Of Good Service
Attributes Of Good Service
Attributes Of Good Service
Attributes Of Good Service
Attributes Of Good Service
Attributes Of Good Service
Attributes Of Good Service
Attributes Of Good Service
Attributes Of Good Service
Attributes Of Good Service
Attributes Of Good Service
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Attributes Of Good Service

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How should a Guest be treated

How should a Guest be treated

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  • 1. 12/05/12 Meyer Armand Salamon 1
  • 2.  1. Is Welcoming and Friendly  2. Is Knowledgeable  3. Is Efficient  4. Communicates Effectively  5. Encourages Trust  6. Is Well Timed  7. Is Flexible  8. Is Consistent  9. Exceeds Expectations12/05/12 Meyer Armand Salamon 2
  • 3.  Sends message to guests that they can relax.  Friendly from beginning to end  Considers all needs of guests.  Good manners let guests know what to expect.12/05/12 Meyer Armand Salamon 3
  • 4.  Demonstrates knowledge of ingredients, preparations and presentations Shares the items not on the printed menu. E.g. daily specials Answers the questions the guest really want answered. E.g. Spinach & Goat Cheese Quiche12/05/12 Meyer Armand Salamon 4
  • 5.  Staff works at a pace that tells guest they are on-task but not frantic.  Flatware mis en place  Proper equipment and proper use of equipment  Cooperative attitude12/05/12 Meyer Armand Salamon 5
  • 6.  Server “reads” the table Shares information appropriately Adapts to the guest’s style Makes recommendations that enhance the guest experience12/05/12 Meyer Armand Salamon 6
  • 7.  The guest needs to feel secure.  E.g. Coffee vs. Decaffinated Coffee; Garlic or Nuts12/05/12 Meyer Armand Salamon 7
  • 8.  Anticipating the needs of the guest in the guest’s time frame  Follow a “sequence” of service Proper timing on refills of drinks and bread Bring all items needed at the same time12/05/12 Meyer Armand Salamon 8
  • 9.  Consistency brings repeat business The guest should be sheltered from “bumps” in the business late deliveries missing staff broken equipment12/05/12 Meyer Armand Salamon 9
  • 10.  Service should be organized and standardized where possible BUT…… accommodate special requests avoid breaking into a conversation12/05/12 Meyer Armand Salamon 10
  • 11.  Consistency with a little extra Use the guest’s name Entertain a child Complementary Item12/05/12 Meyer Armand Salamon 11

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