5 star service standards

www.foodandbeveragetrainer.com

Ideal for Department Briefing's to Ensure

5 Star Service Standards are being

Practiced and Maintained

Set aside 5-10 minutes for each training


Guest Courtesy

Always escort the guest to the place they are

looking for (when Possible) and do not point in

the direction.

LEAD THE WAY

We must show them they way

(if it is too far ask your colleagues to assist you)

We do not point

We will Say “Please Follow me, I will take you there”


WORKING TOGETHER ACHIEVES THE BEST IN US!

Together we will find the answers that we don’t know and provide our

guests, our colleagues, our superiors and our managers

the answers to their questions

We must never say “I DON’T KNOW ”

until we have tried our best to find the answer.

I DON’T KNOW I’M NOT SURE BUT LET

ME FIND OUT

Guest Courtesy


WORKING TOGETHER ACHIEVES THE BEST IN US!

We have the best job in the world as we get to meet many

new people everyday from all over the world.

People travel very far to experience our resort and we want the best for

all our visitors and that’s why we need each other.

Our job is easier when we work together, we are united as a TEAM

and will never use the words

“IT’S NOT MY JOB”

If we say these words then we are not serving

our guests the best we can.

Guest & Team Courtesy


WE NEVER SAY

“NO” As a 1st Response

We will offer an alternative

If we do not know the answer we will ask our Supervisors or Managers

If we can not then we will apologize

Guest Courtesy


USING OUR COLLEAGUES AND GUEST NAMES

We will always try to use the Guest Name instead of

Saying Sir/Madam

Address the Guest- “Good Morning Mr. Smith”

When we know the name of our guests

and we do not use it we are not giving

Excellent Service.

Guest Courtesy


We must keep ourselves, our home and

our working environment clean to kill

the bad bacteria that makes us sick.

Bacteria will multiply very quickly if there

is dirt and food left out.

Time Bacteria

20 Minutes 2

40 Minutes 4

1 hr 8

3 hrs 64

4 hrs 512

5 hrs 4096

6 hrs 32,768

7 hrs 262,144

8 hrs 2,097,152

THE IMPORTANCE OF HYGIENE…


WHY IS IT IMPORTANT TO WASH

YOUR HANDS?

Every day we use our hands and if we don’t wash them

regularly with soap we are spreading bad bacteria which

makes us sick and makes others sick too.

You should always wash your hands after;

GOING TO THE BATHROOM

SMOKING

TOUCHING MONEY

TOUCHING FOODS

TOUCHING ANIMALS

TOUCHING YOUR HAIR, NOSE, EARS

BEFORE AND AFTER YOU EAT

HANDLING RUBBISH

COUGHING

SNEEZING


EFFECTIVE COMMUNICATION

HAVE YOU GIVEN A HANDOVER TO YOUR

COLLEAGUE OR MANAGER?

Before you GO HOME or go for LUNCH/DINNER

You MUST pass on your PENDING DUTIES or IMPORTANT INFORMATON

to your COLLEAGUES

WHY?

HOW?

Talk Face to Face

Call

Use Log Book

Email



PREVENT ACCIDENTS

If you see anything unusual REPORT IT straight away! Examples Include;

•Broken Glass

•A crack in the wall

•Smell of Gas

•Burst Water Pipe

•Water on the Floor

•Fridges/Freezers Not Working (This will cause FOOD POISONING)



“WRITE IT DOWN”

10 20

30 40

70 80

95

0

25

50

75

100

When we are told information we

apparently only retain 20% of what

we hear.

This is why it is very important to write

down information you have been given at:

BRIEFINGS

MEETINGS

TRAININGS


@gmail.com

@hotmail.com

@yahoo.com

PERSONAL PHONE NUMBERS &

EMAIL ADDRESSES

Personal phone numbers and email addresses are

not to be disclosed to any persons or guests without

the consent of the staff member or manager.

When receiving a call you may do the following:

Provide the caller with a work mobile number

Provide the caller with a work email address

Leave a message for the staff member to call back

Ask the caller to call back


These training’s were completed by

www.foodandbeveragetreiner.com

http://www.foodandbeveragetreiner.com/

5 star service standards

Education

best job

guest team courtesy

guest nameswe

best forall

guest good morning

dont knowim

outguest courtesy

apologizeguest courtesy