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Jacquiline Liwag Alonzo, profile picture
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Comprehensive Guide to Food and Beverage Service Excellence: Procedural and Personal Dimensions

Explore key elements of food and beverage service including procedural efficiency, personal touch, professionalism, and habits to avoid for customer satisfaction and service quality.

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FOOD AND BEVERAGE SERVICES NC II By: Jacquiline Liwag.Alonzo
Reflect and share… Costumers are the life and blood of the food service business.To ensure continuous patronage, their satisfaction must be sustained.
To maintain the goodwill of guests or customers there are two major aspects of service that need special attention:  : • Procedural dimension of service • Personal dimension of service
PROCEDURAL DIMENSION • Provides the system needed for achieving consistency and efficiency of service. PERSONAL DIMENSION • Brings the personal touch that makes the guest feel highly valued accepted and appreciated. It comes with a gracious smile, magic expression and other ways of building and maintaining the goodwill of the customers.
The nine elements or qualities of Procedural Dimension:
1. TIMELINESS Prompt attention to customers’ needs, orders, requests and inquiries.
2. CONVENIENCE Refers to a system of insuring guests’ comfort and convenience while being served by service staff.
3. ORGANIZED AND SMOOTH FLOW OF SERVICE An organized flow of service that will facilitate service efficiency and improve coordination among operation units.
4. ANTICIPATION A system that enables service personnel to anticipate what the customer wants and what needs must be met.
5. COMMUNICATION Refers to systems that pave the way for a systematic flow of: a. Internal communication and coordination among various work units. b. External communications with customers or patrons..
6. FEEDBACK MECHANISM A mechanism for gathering feedback regarding guests’ comments, suggestions, complaints and concerns.
7. PROBLEM SOLVING MECHANISM A mechanism for resolving operational problems, including the creation of problem solving teams.
8. MONITORING OF SERVICE Consistent monitoring of production and delivery of service against standards and performance targets.
9. PROFESSIONALISM Procedures must be designed to conform to professional standards, consonant to what is considered acceptable to the industry and responsive to customers’ expectations.
The 7 qualities or elements of the Personal Dimension:
1. PERSONALIZED SERVICE Prompt and personalized response to guests’ needs and requests, even going out of one’s way to render service beyond the call of duty .
2. ENTHUSIASM Willingness and eagerness in attending to customers as projected in pleasant facial expression and smiling body language.
3. RESPECT Avoiding any statement that could hurt customers’ ego and feelings, being tactful and diplomatic in handling objections, complaints and problematic guests
4. SMILING BODY LANGUAGE Pleasant disposition must be demonstrated through smile, eye contact, body movements that are expressive of warmth and friendly service.
5. OPEN MINDEDNESS Staffs must be receptive and open to customer comments and feedback no matter how negative the comments are.
6. NEED SATISFACTION Knowing in advance what is needed and having it prepared beforehand
7. ATTENTIVENESS Immediate and prompt attention to customers – undivided and consistent attention
QUESTIONS: How would you see yourself in the future as a Food and beverage personnel/staff now that you have the ideas in procedural and personal dimensions?
Let us think about this… “Customers judge a restaurant, bar or hotel not only by the quality of food and facilities, but also the kind of people who serve them”
Professional Ethics for Food Service Personnel…  Service personnel reflect the image of the company.They must therefore carry themselves in a professional manner to make a good impression.
Professionalism is a quality that is projected in terms of:  PHYSICAL PROJECTION – appearance, poise, posture, and body language  VERBAL PROJECTION – quality of speech, diplomacy and tact in the words and expression used including the tone, volume and non verbal.  CONDUCT AND BEHAVIOR – practice of basic courtesies, tolerance for difficult guests and customers, compliance to service standards.
Some habits to be avoided while on duty: 1. Unsanitary practices  Smoking  Coughing/sneezing  Scratching body parts  Spitting on walls, floors, sink  Tasting food in view of customers  Handling food with bare hands
Some habits to be avoided while on duty:  Serving food/cutleries that have fallen on the floor  Putting foods in dirty tables  Cooling warm/hot food by blowing air out of the mouth  Wiping perspiration with wiping cloth used for service  Combing hair inside the dining room  Using strong perfume
Unpleasant Habits:  Yawning  Grouping together with other staff for chat while on duty  Mannerisms like biting nails, crossing arms, biting lips  Using sign language  Shouting, giggling, loud conversation and horse playing
Unpleasant Habits:  Daydreaming and eavesdropping  Indulging in customers’ private conversation  Putting hands on pockets and playing with pocket coins  Leaning on walls, tables and chairs  Sneering and staring look  Frowning look and show of imitation  Chewing gum
Unpleasant Habits:  Suggesting or demanding for a tip  Counting tips in view of customers  Airing grievances against the company to customers  Too much familiarity with the customers  Bluffing customers  Reading newspapers/magazines  Singing/ whistling
Unpleasant Habits:  Use of rude and insulting language  Seating with customers to indulge in conversation with them  Pointing at something or someone with finger  Interrupting customers conversation unless for valid reasons  Divulging confidential information to customers  Leaving one’s station longer than necessary.
QUIZ 1. Prompt attention to customers’ needs orders, requests and inquiries 2. System that pave the way for a systematics flow 3. Mechanism for gathering feedback 4. Consistent monitoring of production and delivery of service 5. System that enables service personnel to anticipate what the customer wants
REFERENCES:  RoldanAmelia S. et.al, Food Service and Bartending pages 141-147  Google Gemini AI