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
REFERING
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
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