Remarkable Service
• thedistinctive and defining
attribute of the best customer
service establishments.
• makes guests and customers
feel comfortable, and it makes
their experience enjoyable.
• a high level of caring for the
comfort of guests/customers.
Accuracy and Consistency
12
RemarkableService is..
Efficiency is important to
the servers and to the
restaurant for obvious
reasons; for one, more
work can be done (and
more money made) with
less effort.
TABLE SERVICE SEQUENCE
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RemarkableService is..
• Welcoming
guests
• Guiding and
seating the
guests
• Serving water
• Menu
• Repeat orders
• Placing order in the
kitchen
• Food presentation
• Check satisfaction
• Clearing and
crumbling
• Presentation the
MATCHING TYPE
COLUMN A
1.Courtesy
2. Promptness
3. Cleanliness
4. Efficiency
5. Friendliness
COLUMN B
a. Providing service
immediately
b. Being respectful and
polite
c. Giving personal attention
to guests
d. Maintaining a neat 21
22.
GROUP ACTIVITY
1. Create4 to 5 members.
2. Each group will draw a scenario card.
3. Act out the situation twice:
•First: Demonstrate poor hospitality and service.
•Second: Demonstrate proper hospitality and
service using the Nine Basic Principles.
4. Present your role-play in front of the class.
22
23.
Scenarios
1.A guest entersa restaurant and asks for
assistance.
2.A customer complains about delayed service.
3.A hotel guest requests additional towels.
4.A customer asks for menu recommendations.
5.A guest accidentally spills a drink.
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24.
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Performance Rubric
Criteria
Excellent (5)Good (4) Fair (3 Needs
Improvement
(2)
Application of
Principles
Demonstrates
all principles
correctly
Demonstrates
most
principles
Demonstrates
some
principles
Demonstrates
few principles
Teamwork All members
participate
actively
Most
members
participate
Some
members
participate
Limited
participation
Communicatio
n
Clear and
confident
Mostly clear Sometimes
unclear
Difficult to
understand
Creativity Very creative Creative Some
Little creativity
25.
Reflection Activity
Directions: Answerthe following
questions in 3–5 sentences.
1. Why is hospitality important in the
food and beverage industry?
2. Which principle do you think is the
most important? Why?
3. How can you apply these
principles at home, school, or in
your community?
Editor's Notes
#2 Ask students to close their eyes and recall a time they ate at a restaurant. I’ll ask: "What is the one thing the waiter did that made you feel like a VIP, or made you want to leave immediately?"
#3 Ask students to close their eyes and recall a time they ate at a restaurant. I’ll ask: "What is the one thing the waiter did that made you feel like a VIP, or made you want to leave immediately?"
#5 The more intimate the customer’s involvement, the more crucial this factor is to the success of the business.
is the distinctive attribute of the best dining establishments.
Remarkable Service makes guests feel comfortable, and it makes dining out enjoyable
#6 servers must not only physically provide the food and drinks guests desire but also ensure the guests’ enjoyment by providing a haven from annoyances that might spoil enjoyment of the meal, such as loud music or the clattering of dishes
Remember, servers must not only cater to the expressed needs of the guests but anticipate unspoken needs as well.
#7 You only have one chance to make a good first impression, has become the mantra for quality-oriented service businesses.
In the customer service business, judgments that can alter the entire experience are made by guests and customers within minutes of their arrival.
#10 Greet guests warmly with a smile. Use polite words such as “please,” “thank you,” and “you’re welcome.” - Show respect regardless of a guest’s background. - - Be attentive and approachable.
Example:
A restaurant server welcomes guests by saying, “Good evening! Welcome to our restaurant. How may I assist you?”
#11 - Menu knowledge is the ability of service staff to understand the products offered, including ingredients, preparation methods, prices, and possible alternatives.
A remarkable team member not only has to know how to answer the guest’s or customers question but also must guess what the guest/customer really wishes to find out.
Know the ingredients of dishes and beverages. Explain menu items clearly.
Recommend suitable dishes based on guest preferences.
Be aware of allergens and special dietary needs.
EXAMPLE: A waiter explains the difference between grilled chicken and fried chicken and recommends a dish based on the guest’s preference.
#12 Accuracy and consistency mean providing correct orders and maintaining the same quality of food and service for every guest.
And when guests see the servers working quickly, smoothly, and easily, they feel at ease.
Repeat orders to avoid mistakes.
Serve the correct food and beverages.
Follow standard operating procedures.
Maintain consistent service quality.
Example:
A server verifies the guest’s order before submitting it to the kitchen.
#13 Attend to guests immediately.
Deliver food and beverages within the expected time.
Respond quickly to guest requests.
Monitor waiting times.
Example:
A server quickly provides water and menus after guests are seated.
#14 Maintain proper grooming and uniform.
Demonstrate positive attitude.
Follow workplace policies.
Handle problems calmly.
Example:
A service crew remains respectful and composed when handling an upset customer.
#15 Listen actively to guests.
Anticipate customer needs.
Provide personalized service.
Ensure guest satisfaction.
Example:
A waiter offers a high chair for a family with a small child.
#16 Customer relation involves creating and maintaining positive relationships with guests to encourage loyalty and repeat visits.
When a server describes specials that don’t appear on the menu or offers suggestions about additional dishes or beverages that might enhance the dining experience, the diner is well served.
Remarkable servers recognize what guests want to know and provide the information in an unobtrusive manner.
Rather than an ostentatious flaunting of knowledge, which can make guests uncomfortable and irritated because they feel condescended to, a tactful delivery of the facts best serves the purpose.
Communicate effectively.
Handle complaints professionally.
Show appreciation to guests.
Build trust and rapport.
Example:
A restaurant staff thanks guests for dining and invites them to visit again.
#17 Arrange table settings properly.
Serve food using correct procedures.
Maintain cleanliness during service.
Observe proper guest interaction.
Example:
A server places utensils correctly and serves food from the proper side when appropriate.
#18 Keep dining areas clean and organized.
Maintain appropriate lighting and music.
Ensure comfortable temperature.
Create a welcoming atmosphere.
Example:
Restaurant staff ensures tables are clean, chairs are arranged, and the dining area looks inviting.
#22 A guest enters a restaurant and asks for assistance.
A customer complains about delayed service.
A hotel guest requests additional towels.
A customer asks for menu recommendations.
A guest accidentally spills a drink.
