guide-to-service-standards

1、TheWoodsideGuideto:ServiceStardsThismanualwillteachyou:?Howtheroleofservicestafffitsintothebusiness?Whattheroleofaserveris?TheimptanceofServiceStardsinourbusiness?HowtopreparefServiceHowtotakecareofguestswhattodoaftergue

2、stsleave?WhatpersonalskillswillberequiredofyouBefeyoustartQuicklycheckwithyourselfifyoucan:?Hleatraywithglasseson?Holdglassesproperly?Carryplatesproperly?Setupatable?Maintainatable?Clearatable?Talktoguests?Takeders?Commu

3、nicatewithotherteammembers?SMILESMILESMILEThesearetheessentialskillsthatyouneedtolearn–ifbytheendofreadingthisguideyouarestillunsureyoumusttalktoyourManager.Whatdo(good)WaitersactuallydoWaitingisapopularrolefoundallovert

4、hewldinallstsofestablishments.Atitsmostbasicitisgenerallytotakedeliverthefoodbeveragesderedbycustomers.Dependingontypeofvenueheshemayalsogreetseatguestsprepareinitialdrinkslaterontheymaycleartablesdocleaningotherdutiessu

5、chasbartendingHoweveragoodwaiterknowsthattheirroleismuchmethanthis–itistheessentialpartofprovidingenjoymentfeveryoneoftheestablishmentsguests.Goodwaitershavetoknowallaboutallthefooditemsonthemenu:theirpreparationtasteany

6、quirksspecialnotesaboutitemstheymustbeabletomakesuggestionsthatmakesenserecommendwinestogowithfoodsaboveallbeabletodothiswithconfidencem.Theyhavetobegreatjudgesofacter–toknowhowtoapproachdealwithatablewhetherguestswillre

7、spondbettertoafriendlyconversationaltonetocoolprofessionalefficiency.Waitersmakebreaktheguestexperience–nomatterhowgoodthefoodispeopleneverfgivebadservice.Greatwaitersmakecustomersintoregularswhichinturnmakesasuccessfulr

8、estaurant(hopefullygreattips!)31.THETWOMINUTERULE.Approachatablewithin2minutesofthembeingseated.Evenifyouarebusyyouarewithanothertableyouneedtomakeyourbesteffttogreetthenewtablecommunicateyouwillberightwiththeminafewmome

9、nts.ItbearsrepeatingthatyoushouldNEVERfgetatablehasbeenseated.2.Approacheachtablewithagenuinesmilemakeeyecontactusetherelevantgreeting(“Hellogoodafternoonevening”)givethemmenusexplainingwhichoneiswhich.3.Askyourguest(s)i

10、ftheywouldliketoderanaperitiffexampleacocktailglassofchampagne.Asktheguestsiftheywouldlikewater(stillsparkling)prawncrackersedamame.Repeatdersbacktocustomersastheydertoensurethederisclear.Ifyouareunsurewhatacustomerissay

11、ingdonotsay:“Idontknow”insteadsay:“Letcheckifwethat”4.ImmediatelyopenthetabletabontheEpoSsystem–thecrecttable!Enterthenumberofcoversthenderalldrinksusingseatnumber.Thisallowscolleaguestodeliveryourderifyouarebusy.Doublec

12、heckyourderonthesystembefesendingittothebar.5.Makesurethedrinksareservedtothetablewithinatimelymanner.Alldrinkswillbemadeatthebarallwaitersmustcollecttheirdrinksfromtheserviceareapresenttoguestsusingatray.Alwayscheckyour

13、derticket.Traysmustbeusedatalltimesevenifitisonlyfoneglass.6.Whenservingthepremealdrinkimmediatelychecktoseeifguestsneedanyhelpwiththemenuhaveanyquestionsregardingcertaindishes.Ensureguestsaretoldaboutthespicinessofvario

14、usdishesanyunusualingredientsaboutlongcookingtime.Assistwithanydietaryrequirements–ifyouareunsureletguestsknowyouwillcheckwiththekitchen.Onreturningtothetablecheckguestsneedmetimereadytoder.7.Takethefirstder(startersmain

15、coursessidedishes)withpositionwrittenonyourpadasyouwillhthistopassoperats.Alwaysrepeatbackeachderasyoutakeit:ifyouareunsuredon’tunderstsomethingaskagainfclarification.Itiseasiertoconfirmspecialrequestssuchascookingtemper

16、aturesatthispointratherthanlater.Ifthereareanyspecialrequestsinfmthegueststhatyouwillhavetocheckwiththekitchenifthisispossible.Thepassoperatwillcheckwiththekitchenonyourbehalf.IfanyproblemsoccurreferthemtoaManager.8.Ifth

17、etableisreadythisisthemostconvenienttimetoanderfwine.Onceagainrepeatbackthedertoconfirmavoidmistakes.9.derthedishesthroughtheEpoSsystemaccdingtoseatpositingusingkitcheninstructionsfreetextfanyallergiesspecialrequestschan

18、ges.10.Promptlyservetopupwinewateranyfurtherdrinksthataredered.11.Ifguestasksfasecondbottleofwinetakeacleanglasswithyouftasting.12.Placeontableintheappropriatepositionsanyextracutlerysharingplatesthatmaybeneeded.Ifguests

19、justhavemaincoursessetthetableappropriately.13.Whenyouplacefoodontablesnamethedishwithsauceaccompanyingit.14.Waitseveralminutesthencheckbackwiththetable.Askanopenendedquestionsuchas“Howisthefood”avoidsaying“Iseverythingo