1. QUALITY SERVICE WHICH
IMPRESSES THE
RESTAURANT GUEST”S
“ QUALITY RESTAURANT CUSTOMER SERVICE IS ESSENTIAL
FOR THE GROWTH & SUCCESS OF AN ESTABLISHMENT . “
BY ABHIJEET . R . SALVI

2. F O R A N Y R E S TA U R A N T I T I S V E R Y I M P O R TA N T T O
H AV E Q U A L I T Y S E RV I C E S TA N D A R D S .
 According to me there are 4 such areas which we have to establish to
make service quality oriented .
 1 } listen & follow up .
 2} courtesy .
 3} always at the service of our guests.
 4} establishing guest connections.

3. LISTEN & FOLLOW UP
 Listen & follow up :
 It’s very important for f & b service staff to listen to guests very patiently , what
he wants to say while taking his order , if
 He has requested something , write it down in your kot pad . be sure to note any
allergies or any specific requirements on particular dish , immediately inform our head
chef about it . and take his feedback on it & inform the same to the guests immediately
.


4. COURTESY
 2 } COURTESY :
 This is very important factor as it show cases our brand value .
so it’s necessary to treat each & every guest respectfully .we have
to make them feel that they are very important factor of our
restaurant .

5. ALWAYS AT THE SERVICE OF OUR
GUESTS .
 3} ALWAYS AT THE SERVICE OF OUR GUEST / S :
 F & b personal should always be there right from the arrival of the guest till he /
she leave she restaurant .
 According to me in all restaurants & in all kind of service forms , paying attention
to every small need of the guests is of utmost importance to build up strong customer
base & to keep them coming back to our restaurant .


6. ESTABLISHING GUESTS CONNECTION
.
 4} ESTABLISHING GUEST / S CONNECTION :
 The dining experience can be made up of several
significant points , but this is the utmost important
point .
 By following points we can be get connected by
our guests .
 A} smile – restaurant staff needs to have this on
their face all the time .

7.  B} observative - all service staff should be observative in their own
section captains – need to punch orders properly , repeat the given
order . punch the orders perfectly .
 Stewards – looking for clearing dirty plates for the table , water
refilling , placing cutleries before food arrival .

8.  C } saying goodbye :
 It’s as important as greeting each & every guest while entering the
restaurant .. it doesn’t mean that if they have finished having food & paid the
bill , doesn’t mean that service is finished . but always remember last
impression is the most important . saying good bye & inviting them back to
our restaurant , makes our guests feel that this guys are really quality stuff
.need to come back again .

9.  It’s very important now days to impress guests, through our service. If
we don’t then some other will take advantage of this.
 So before we do this, we need to indulge some important attributes , to
make our service impressive .
 Retaining of guests is more important than finding new guests.

10. ATTRIBUTES OF A SERVER .
 Attributes of a server:
 Hardworking
 Flexible.
 Honest.
 Resourceful.
 Good listener .
 Hygienic & well groomed.
 Good salesmanship.


11. IMPRESSIVE SERVICE STAGES .
 Impressive Service stages:
 If we need to impress our guests by displaying quality service then we all have to
follow the proper service method .
 This will not only display our quality service but it will also make our operation
run smoothly.
 Following are 15 briefly described approaches which we have to follow , if we
want to impress our guests through service :
 Impressive service stages is nothing but a check list of service from the arrival of
the guest to the departure of the guest from the restaurant .

12.  This will take into account the particular task to be
performed to achieve smooth flow of service which will suit
special needs of the guests .

13.  1} welcoming guests by the host .
 2} guiding / seating the guest / s at allotted table .
 3} check comfort / seating arrangement .
 4} serving water.
 5} menu presentation .
 6} taking order.

14.  7} greeting guest/ s while taking order.
 8} know your product .
 9} suggestive selling .
 10} repeating orders .
 11} punching orders in the system.
 12} check for the guest satisfaction on meal.

15.  13 } check for cutleries & plates .
 14 } offering our signature desserts.
 15} clearing the table before presenting
the bill.
 16 } end of service .

16. WELCOMING THE GUEST / S .
 1 } WELCOMING THE GUEST / S :
 Ensure that the restaurant is ready for the service
 Greet guest/ s with smile .
 Welcome guests to the outlet.
 Guide guest/s to allotted table .


17. ESCORTING THE GUEST / S .
 2} ESCORTING THE GUEST / S :
 Always lead the guest/s.
 Always use your hands , which way to go. { palm }
 For elderly & for disabled assist properly .
 Always try to follow guest/s preference .


18. C H E C K C O M F O RT
 3} CHECK COMFORT :
 Conform with the guest/s , if they are comfortable
with given table .
 Ask if the table is enough for the group .
 Check satisfaction of guest/s .
 Wish them for a delight full dining experience
with us .
 Then only move ahead.

19. WATER SERVICE
 4} WATER SERVICE :
 Ask guest for their choice of water , flavored water or mulshi spring water. By
captains or by stewards.
 Water should be served immediately .
 Check for water glasses , should not contain any stain or lipstick marks .
 Proper follow up should be done on water refilling on regular basis .


20. MENU PRESENTATION .
 5} MENU PRESENTATION :
 Offer menu to the guests, ladies first .
 Check that menu does not contain any stain marks on it & also
inside it is clean , before offering to guests .
 Open the menu to the first page , while offering it to guests .

21. TAKING ORDER .
 6} TAKING ORDER :
 Make sure you always carry a k.o.t pad with you to take order.
 try if possible to take orders from the ladies / or from the host first .

 Make sure you stand at a convenient distance from the guest , while taking order. see to it you do use full
recommendation to guests while taking order.
 If the guest has ordered soup, starters & then main course . always try to punch those orders in sequence
in the system , so as it will follow in sequence from the kitchen .

22. TAKING ORDER .
 With food order , always try to take beverage order { this in fact has impact on two
things ,1 it helps to raise our a.p.c , 2 it increases our sales as well .
 While taking the order for dishes like mahasa kubbeh , maditerranean sampler ,
fatayer , inform guests that it will take atleast 25 minutes to get ready .
 Change cutlery according to guests requirement .


23. GREETING GUEST / S WHILE
TAKING ORDER .
 7} GREETING GUEST / S WHILE TAKING ORDER :
 This is to make our guests relax & feel comfortable .
 This is to make them feel that there are people who are going to
take proper care of your table for the night .

24. KNOWING THE PRODUCT
 8} KNOWING THE PRODUCT :
 Knowing what the product means :
 Portioning.
 Ingredients .
 Preparation time .
 Sauces, condiments, that goes with the particular dish.
 Food pairing , suggest other dish that will go well with the meal ordered .

25. SUGGESTIVE SELLING .
 9} SUGGESSTIVE SELLING :
 Suggest beverages with food orders as it will raise our a.p.c also it increases our sales .
 After main course offer signature desserts , also inform them about the ingredients used in the
desserts .
 If any guests wants to eat light dishes , suggest them our light eats .
 Suggest our smoke red pepper soup , raspberry soup , tomato lemon grass soup.
 Always remember suggestive selling is all about letting guests know about our core products .


26. R E P E AT I N G O R D E R .
 10 } REPEATING ORDER :
 Always say sir / mam may I repeat your order please
 You have ordered for
 Food : name of the dish.
 How much portion of it .
 With which sauce .
 Drinks : name of the drink

27. REPEATING ORDER .
 How much quantity.
 Any extra portions to be served .
 Ask guest /s how would they like their meal to be served
 1 by 1 or course by course or all together .
 Lastly thank to the guest / s.

28. PUNCHING ORDERS IN THE
SYSTEM.
 11 } PUNCHING ORDER IN THE SYSTEM :
 Always punch orders in course wise to avoid any further
confusion .
 If there are any preference by the guest for specific order , punch
accordingly .
 If preference is not available , inform guest asap.

29.  CONT ….
 Before saving the order of the table always re check for
 Number of dishes , number of portions ordered , any specific instruction .
 This will avoid last minute running & guests will also not be dis satisfied.

30. CHECK FOR CUTLERY &
PLATES .
 12 } CHECK FOR CUTLERY & PLATES :
 Before meal arrives on the table place proper cutleries.
 Make sure that those laid cutleries & plates are free from
any stains, dirty marks .

31. CHECK FOR GUEST
SATISFACTIONON MEAL .
 13 } check for guest satisfaction on meal : { follow up very important }
 Check for the guest satisfaction when it is right time to interrupt.
 How’s the food, beverage / how’s the taste? Hope you are enjoying your meal?
 “is there anything else I may assist you with , sir / mam ? .

 Thank you very much, please enjoys your meal.

32. OFFERING SIGNATURE
DESSERT .
 14 } OFFERING SIGNATURE DESSERT :
 “I suggest you to try our new signature dessert, as it contains
extra ordinary ingredients which makes it fabulous.
 “Thank you very much, iam sure you will like it .


33. CLEARING THE TABLE BEFORE
PERSENTING THE FINAL BILL .
 15 } clearing the table before presenting the bill :
 Remove the specified tables bill .
 Check for any modifications ,
 If you have forgotten to punch some pastries .
 Or if there was some problem with the dish , inform your manager & he
will do the needful .

34.  CONT ….
 Present the bill in the bill folder, make sure the folder is free
from any stains .
 Thank guest & clear the folder from the table .
 Get the check cleared from the cashier with proper chance & bill
carrying paid stamp on it .


35. END OF SERVICES .
 16 } END OF SERVICE :
 Service does not end till the guest leaves the restaurant .
 As the guest starts to leave the restaurant , just say “ good bye , hope you have
enjoyed your meal with us , hope to see you soon , thank you.”
 This is another chance where we can impress our guests by saying this statement,
so we have to do as good we can.


36. ALWAYS REMEMBER .
 THE GUEST :
 Never underestimate the importance of a guest
 Guests are not dependent on us -- we are dependent on them
 A guest is never an interruption of our work – he is the purpose of it.
 A guest does us a favor he comes here -- we are not doing him a favor by serving them.
 A guest is part of our business -- not an outsider.
 - If we don’t take care of the customer…our competitors will.
 Guest is a person who brings us his wants -- it is our job to fill those desires.
 Remember only a guest can give us Growth and no one else.
