12/05/12   Meyer Armand Salamon   1
     1.   Is Welcoming and Friendly      2.   Is Knowledgeable      3.   Is Efficient      4.   Communicates Effective...
        Sends message to guests that they           can relax.          Friendly from beginning to end          Conside...
     Demonstrates knowledge of      ingredients, preparations and      presentations     Shares the items not on the pri...
        Staff works at a pace that tells guest           they are on-task but not frantic.          Flatware mis en plac...
     Server “reads” the table     Shares information appropriately     Adapts to the guest’s style     Makes recommend...
 The guest needs to feel secure.       E.g. Coffee vs.   Decaffinated Coffee;   Garlic or Nuts12/05/12      Meyer Armand...
       Anticipating the needs of the guest in the           guest’s time frame          Follow a “sequence” of service  ...
 Consistency brings repeat  business The guest should be sheltered  from “bumps” in the business  late deliveries  mis...
     Service should be organized and      standardized where possible      BUT……      accommodate special requests      ...
     Consistency with a little extra      Use the guest’s name      Entertain a child      Complementary Item12/05/12 ...
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Attributes Of Good Service

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How should a Guest be treated

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Attributes Of Good Service

  1. 1. 12/05/12 Meyer Armand Salamon 1
  2. 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. 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. 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. 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. 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. 7.  The guest needs to feel secure.  E.g. Coffee vs. Decaffinated Coffee; Garlic or Nuts12/05/12 Meyer Armand Salamon 7
  8. 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. 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. 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. 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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