SERVICE, SerVICE, SERVICE

SERVICE. SERVICE. SERVICE.HOW TO CREATE A BETTER DINING EXPERIENCEGreat meals can be ruined by bad service.Making Service a TOP PRIORITY. Importance of ServiceProviding services that meet or exceed the expectations of your diners makes their overall dining experience more enjoyable and helps build up your restaurants reputation through word-of-mouth. Also, good service sets your restaurant apart from competitors in a food industry thats already over-saturated.

What is Good Service?Good service is about making diners feel welcome and creating positive, happy interactions between diners and staff.-Making-CreatingWhat does that imply? Service is something that we do (or sometimes, something we do not do)Good = Positive4How do we ensure good service?Be polite and attentive when serving. Be timely and precise in meeting the needs of your diners. Know your diners by understanding your target audience and their needs. Get the right ratio of staff to diners. Go the extra mile and deliver the best experience you can provide.

Be polite and attentive when serving. Be timely and precise in meeting the needs of your diners. Be knowledgeable about the menu and serve food in the correct manner. Know your diners by understanding your target audience and their needs. At the same time, remember the preferences of your regular patrons. Give them more reasons to keep coming back. Get the right ratio of staff to diners. Nobody likes to be kept waiting. When you have enough staff, every diner will enjoy the attention they deserve. However, too many waiting staff loitering can make guests feel uncomfortable. Find the right balance. Go the extra mile and deliver the best experience you can provide. Show guests to the washroom or provide recommendations. Personal touches will improve any dining experience5HygieneAppearancePersonalityAttitudeKnowledge

Where does service start?SELF

What do I need to know and learn?The Parts & Procedures of the Meal Getting prepared to serve the guest. Taking a meal order.Serving the food.Presentation of guest check.The Menu Knowing the menu items. Learning the pronunciation of the dishes.Tasting the dishes so they can properly explain the flavours. Knowing the ingredients and preparation of the dishesThe Establishment Knowing the history of the business, how long it has existed, name and its branches. Learning the layout of the restaurant, the different dining rooms, washrooms and waiting area. Writing and Reading the Order Knowing the right way of writing and reading a guest check. Using standard abbreviations.

knowledge & skillsStaff and Diner InteractionsFRONT OF THE HOUSEwhere the majority of staff and diner interactions happen. where first impressions of your restaurant are made.

TIP! Remembering the names of your guests adds a personal touch to your service.Wearing a genuine smile when greeting guests sets a more relax atmosphere.Recommending dishes when a diner seems uncertain about what to order shows a mastery of the menu. Remembering the right orders displays professionalism of staff. Update diners regularly on the status of their orders

8Here are the 10 steps to remember when interacting with guests: Greet the guestsSeat the guestsPresent the menuWrite and read orderPass order to kitchenServe the orderPresent the billPresent the changeThank the guestsRe-set the table

TIP! Remembering the names of your guests adds a personal touch to your service.Wearing a genuine smile when greeting guests sets a more relax atmosphere.Recommending dishes when a diner seems uncertain about what to order shows a mastery of the menu. Remembering the right orders displays professionalism of staff. Update diners regularly on the status of their orders.

9Look at mesmile at metalk to melisten to methank meFive basics of service excellenceTYPES OF SERVICEWaiter ServiceChinese Lauriat ServiceBuffet ServiceSimpleStation TypeModified DeluxeDeluxeSelf ServiceSemi-Self Service

KEEP THEM COMING BACKHOW CUSTOMERS DECIDE WHERE TO EATKEY FACTORS IN DECISION-MAKING PROCESSVariety of Food

Diners are looking for extraordinary food all the time. Chef Cyrille Soenen(Philippines)

Diners choose what to eat based on their preference and mood. Providing a strong and varied menu will satisfy the palates of as many of your guests as possible. Match this with consistent quality and youll soon earn a reputation your diners will be happy to share with their friends. 13KEY FACTORS IN DECISION-MAKING PROCESSQuality of Service

Good service means knowing everything in the dining room. Chef Widhi Joestiarto(Indonesia)

Diners may not always rave about a fantastic food experience, but you can be sure that many will complain about service that isnt up to their expectations. Even if your staff gives consistently quick and friendly service, you may still run into dissatisfied diners. Providing proper training can take these situations as opportunities to turn even the most disgruntled customers into loyal ones. 14KEY FACTORS IN DECISION-MAKING PROCESSStandard of Hygiene

The biggest phobia of chefs is food poisoning. One food poisoning can break a business. Chef Raymond(Malaysia)

Good hygiene is the hallmark of any respectable eating establishment. Between storage, preparation, cooking and serving, there are many ways your food can get contaminated. Ensure that all staff members abide by industry-standard hygiene practices, even if theyre hard to enforce. Keep in mind that a single hygiene-related mishap can hurt the reputation of even the most beloved and famous restaurants.15KEY FACTORS IN DECISION-MAKING PROCESSConvenience of Location

If they have good location, good service, good food, they will have success. Chef Tatang(Indonesia)

Having a convenient location is half the battle won. A bad location can make it difficult for first time customers to find you and even make regulars think twice no matter how great your food and service. This is especially true for new establishments still trying to find their footing. Offset a bad location with a little creativity, such as putting up clever signs to help customers find you, or even turning your inaccessibility into a mark of exclusivity! 16KEY FACTORS IN DECISION-MAKING PROCESSDining Experience

Because it is not just the food but the whole gastronomy experience they come for. Chef Haikal Johari(Thailand)The dining experience begins from the time your guests step through your door to when they leave the restaurant. Serving up an extraordinary dining experience takes a combination of good food, great service, relaxing atmosphere and excellent hygiene. Build your reputation by providing a unique and satisfying experience your guests can talk about with friends17Service recoveryWhat is service recoveryA systematic business process to help you deal with customer complaints professionally.

The goal of Service Recovery is to identify customer issues, address the issues and retain the customers.

Proper handling can turn dissatisfied diners into loyal customers.

It is very common to receive complaints as not all guests are satisfied the same way. This makes learning to deal with these complaints professionally a very important aspect of the FOH. 19Be patient.Articulate the situation.Remedy.Balance the interests of company and customer.Handling Customer ComplaintsElements of Service Recovery Empower and encourage staff to respond to complaints effectively. Teach them to be patient, to articulate the situation, remedy the problem and balance the interests of the company and customer.

20Be sincere.Treat every comment/complaint as valuable feedback.Handling Customer ComplaintsElements of Service Recovery Empower and encourage staff to respond to complaints effectively. Teach them to be patient, to articulate the situation, remedy the problem and balance the interests of the company and customer. When asking guests about their meal, show that you are sincere in knowing their opinion. Treat every complaint and comment as valuable feedback. Perform steps in complaint handling, which will be discussed next.

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