GUEST COURTESY SKILLS

CUSTOMERS COME FIRST

What is a Customer?

A customer is anyone who derives a benefit from something you do

Learning about customer service:

To provide the highest standards of service, we all have to put the customer first when we carry out our different jobs in the restaurant. Here  we believe that you provide the difference.

This is a basic philosophy within the restaurant and during this work shop we will take you through the principles of the culture

The Guiding principles of this culture are:

·       Customer Focus

·       Involvement and Empowerment of every member of staff

·       Communication

·       Innovation

·       Continuous quality improvement

·       Cost effectiveness / Profitability

Achieving A Customer focused Environment

Our commitment to the customer can be seen in the way we manage our business. Traditionally a company is structured like this pyramid

·       Senior Management

·       Middle Management

·       Front line employees

This Type of Management fails because:

·       The people at the top make decisions without consulting those at the bottom who are closest to the customer and who know what the customer wants.

·       The customer is often dissatisfied because the front line employees do not have the power to make decisions, handle their problems or complaint.

·        The employee feels unimportant and has no pride in doing work.

We believe that to serve our customers effectively the pyramid should be turned upside down:

  Ø Front line employees

  Ø Middle Management

  Ø Senior Management

This style of management succeeds because:

  Ø Attention is given to front line employees and they are recognized as the      company by customers.

  Ø Employees are given the opportunity to use their initiative and are              provided with the skills and authority to make decisions.

  Ø Serving customers is what important-not internal policies are.

  Ø Employees understand their jobs and know they are valued. 

  Ø  Managers get feedback from customers through front line employees.

To understand the real importance of our dynamic approach to customer service, consider the following point:

THE COMPANY: Our customers are very valuable to us, and so we need to listen to them and respond quickly to their comments and ideas. Our aim is to be “customers responsive” so that our customers keep coming back our restaurant

GUEST COURTESY SKILLS

FOCUSING ON THE GUEST:

Ø Listen

Ø Use positive body language

Ø Avoid negative body language

Ø Maintain eye contact

Ø Smile

Ø Recognize the guest immediately

Ø Use a pleasant tone of voice

Ø Put the guest first

PROVIDING EFFICIENT SERVICE:

Ø Get to the next guest quickly

Ø Take time to be accurate

Ø Keep small talk to a minimum

Ø Plan ahead

Ø Follow-up

Ø Offer alternatives

Ø Answer questions

ENHANCING GUEST SELF- ESTEEM

Ø Recognize guest’s presence immediately

Ø Use the guest name

Ø Listen to the guest without interrupting

Ø Compliment the guest

Ø Treat the guest like an adult

BUILDING RAPPORT:

Ø Listen to the guest without interrupting

Ø Apologize and respond using a feeling word to express your understanding of how the guest is feeling

Ø Allow the guest to respond, then proceed to solve the problem

DETERMINING GUEST NEEDS:

Ø Ask appropriate questions

Ø Briefly summarize what the guest tells you

EXPLAINIG RESTAURANT SERVICE:

  Ø Focus on the guest’s needs in explaining restaurant services and the benefits of the services.

Ø A benefit is a statement of what the service will do for the guest

Ø Use persuasive words to make the guest by our products and services

Ø EX: Relax, Enjoy, Entertaining, Quiet, Comfortable

REFERRING

Ø After understanding the request, explain that another person can help more effectively.

Ø Introduce the other person and summarize the situation from the guest’s point of view

JOB Requirements

Ø Basic knowledge about F&B

Ø Grooming standards

Ø Basic knowledge English

Ø Very smiling person

Ø High speed and efficiency

Ø Body language

Ø Alertness

Ø Focused on customers and service

Ø Motivator and self-starter

Ø Team player

Ø Willing to work long hours

Ø Commitment to professional values

Ø Creative and open minded

Ø Customer and people oriented

Ø Sense of humor

Ø Experienced

Ø Initiative

Ø Very good up-seller

Ø Flexible and adaptable to different working areas

Ø Good attitude

Ø Build relationship