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Aside from the Owner/Manager and reception personnel, food/beverage serving staffs participate in direct communication with the client. The attitude in the restaurant/canteen/bar is very important for the guest’s impression of service quality.
Serving is much more than just putting a dish in front of people. The enjoyable and relaxed ambience during the meal is a basic need of your clients, and the serving personnel shall create it. Apart from the knowledge of table etiquetteand the skill displayed in serving, a personal, friendly attitude is very important. Many guests will forgive minor mistakes if they are served with attention, care, and a smile. The key attitudes of the waiters should be enthusiasmandfriendliness. Also, the personnel should be knowledgeable about the dishes they have on the menu and products available in general. If a guest hesitates about the choice, the waiter should come up with helpful recommendations, always remaining patient and tactful.
Timing is also essential. The time it takes for a product to be delivered to the table after it was ordered depends on the organization of the activities in the kitchen and dining area – the chain from the client to the kitchen and back to the customer’s table. Good timing requires a good coordination and control of the situation by the waiter. If not managed properly, an unexpected arrival of several guests at a time can turn into a catastrophe for the kitchen personnel and irritated hungry guests waiting angrily for their meal.
The waiter should be very attentive to the needs of the clients and guess when it is most appropriate to serve next course, i.e. the service shall be timely. So, for instance, the main course should be brought on time and not an hour later, when the guests are already starving. On the other hand, the bill should be given immediately on request and in no way before the client starts thinking about leaving, as otherwise he/she can have a feeling of being pushed out of the table. All this requires attentiveness and ability to read the body language of the customers. So, for example, a closed menu signals that the choice is made and the clients are ready to order; looking around, playing with utensils testify to growing impatience. When arms are folded or chins/noses are being stroked, and the clients are looking at the watch, it means they are already stressed and tired of waiting. If you know the serving will be late,somekind of a starter can be a solution: baked bread with butter or just peanuts on the table will give a feeling of attentionand be appreciated by customers.
The serving personnel shall anticipate personal requests and needs. Without being asked, theyshould guess to provide an extra napkin for a family with a child, lighter to lit a cigarette, or maybe ask a young couple ordering a single desert if they would like the second fork, etc.
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Dealing with Irritating Guest | Lost and Found |
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