The document discusses the importance of quality service for the success of restaurants. It outlines 4 key areas of quality service: 1) listening and following up with customers, 2) showing courtesy, 3) always being available to serve customers, and 4) establishing connections with customers. Each area is then described in more detail, with listening and following up focusing on taking accurate orders, courtesy emphasizing respectful treatment, and establishing connections discussed how to greet and say goodbye to customers. The document stresses that quality customer service is essential for retaining existing customers and business growth.

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. 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. 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. 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. 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. 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.  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.  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.  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. ATTRIBUTES OF A SERVER .
 Attributes of a server:
 Hardworking
 Flexible.
 Honest.
 Resourceful.
 Good listener .
 Hygienic & well groomed.
 Good salesmanship.


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.  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.  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.  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.  13 } check for cutleries & plates .
 14 } offering our signature desserts.
 15} clearing the table before presenting
the bill.
 16 } end of service .

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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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.  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. 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. 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. 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. 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.  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. 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. 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.
