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Special Service Challenges
Operate with a service recovery strategy in mind handle the problem handle the guest’s perception
of the problem
Exceed Guest Expectations
Many restaurants companies claim that their managers “touch” 100% of the tables
When was the last time a manager visited your table?
Manager Contact with the Table – The Table Visit Read the Table / Establish Rapport Introduce Yourself Make a SPECIFIC Inquiry Make a Positive Comment Express Appreciation
Manager Contact with the Table – Table Visit “Nevers” Intimidate Appear Phony Appear Uninterested Appear Overbearing Ignore
This model used with permission, from Chuck Keagle, The C & C Organization
Guest Complaint
From a Server’s point of reference Anticipate guest’s complaint
Tell manager if you perceive a problem with a guest
Be sure it is worth charging the customer you might lose them as a regular guest
RKR Guest Complaint Model Repeat the Complaint / Actively listen to problem Apologize Encourage Full Disclosure Empathize Positive Action / Ask what they want you to do Express Appreciation
This model used with permission, from Chuck Keagle, The C & C Organization
Guest Complaint
If guest is uncomfortable with temperature or lighting Check to be sure they are at
agreed settings Move guest as needed
Guest Tastes Wine and Refuses It Offer a similar substitute from different
producer If the wine is bad then you may have a case of
bad wine. (You get supplier credit) If the wine is good you can pour it off for Wine
by the Glass or Staff Tasting Server verses Manager fixing the situation
What if an Accident Happens? Minor spill - use napkin and
clean it. Always attend to the guest
first! Dry Cleaning bill
On Manager’s Card - date, article of clothing
Record in log book
What if an Accident Happens? Accident Report
Name of guest Date and Time Description of area - photos if possible Name of staff involved
What if an Accident Happens? Food Poisoning Report
Name of guest Date and Time Description of what they ate
What if an Accident Happens? When Recording a Food Poisoning
Be sympathetic Tell them you are sorry they are ill Get the form to manager ASAP Get as much info as possible
What if an Accident Happens? When Recording a Food Poisoning Don’t
Apologize Say that food made them ill Suggest symptoms Offer medical advice
Procedure for Reporting a Food Poisoning contact manager/owner speak to chef and maitre d’ speak to any staff who spoke to guest collect, label and refrigerate food reproduce guest check check menu mix and table numbers of food item
sold Call Board of Health, Insurance Call guest
Drunk Guests Post Liability of over consumption You are responsible to be sure guests
leave in safe condition
Drunk Guests Don’t touch or embarrass a drunk guest Get the guest on your side if you can Feed them Separate the drunk from their friends or
use friends when needed Complimentary food if necessary Record in log book
Electronic Toys andOther Kid Issues Turn down the volume Crayons and other noiseless distractions Flatware on the table, tied down as
needed!
Don’t call me, Mrs. Jones Offer the guest privacy where you should.
Don’t assume I am Mrs. _______ Don’t share the name or information of a call, just
indicate that the guest has a call
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