There is a good reason why the word, “service,” is in the name of our industry: “The Food Service Industry.”  Guests visit restaurants for reasons other than to just purchase a meal.  A restaurant is not just a “filling station” where people “get filled up” with food the way automobiles get “filled up” with gas when the gas tank is about empty.  In fact, guests are concerned with service, cleanliness, and a total dining experience along with food and beverage products when they visit a restaurant.  Those consuming meals in institutional food service operations such as hospitals, schools, and businesses also desire more than just food.  They want staff members who serve them to be friendly and to be genuinely interested in making meals enjoyable.  You can see, then, that providing quality service is a “must” for employees in any type of food and beverage service operation.

 

In this training session, your staff members will learn that there are no “secrets” to quality guest service.  In fact, there are some “common sense” rules that, when consistently used by team members with the proper hospitality attitude, can really set your operation apart from others that do not.

 

Your employees will do well to ask themselves the following question, “How would I like to be treated if I were a guest at this restaurant?”  The answers to this question will likely suggest an appropriate response to almost any service-related situation that can arise.

 

A major section of this session focuses on Moments of Truth:  any opportunity that a guest has to form an impression of the operation.  The old saying that “the details make a difference” is really correct.  In this session, trainees will learn that guests evaluate and form an opinion about a restaurant or food and beverage service operation based on many factors including how well staff interact with them.  It is true that “the little things” make a big difference.

 

Many aspects of quality guest service require judgment by food and beverage service staff.  It is not possible for a service training session of any length to anticipate and prepare service staff for every single issue that can arise.  However, your trainees who complete this session will have a solid foundation of general information including basic service details that will enable them to properly represent your restaurant or food service operation to those whom you serve.

 

¬Program Segments: 

 

• Rules of Quality Guest Service

-You only get one first impression

-There are no second chances for bad service

-Bad news travels faster than good news

-Great food can’t overcome bad service

-The customer isn’t always right

-Problems are opportunities

 

• Moments of Truth

-Inquiry or reservation

-Arrival

-Greeting and Seating

-Table Service

-Food Preparation

-Presenting Food & Beverages

-Checking in During Dining

-Handling a problem or complaint

-Cleanliness and the restroom

-The check

-Last(ing) impressions

 

Program duration: 3 hours

 

Maximum No. of participants: 25

 

 

MODULE LEADER