Guests
Four Areas of Guest Satisfaction: food, service, appearance, and price.
1. FOOD
In order to give guests good value for their money, the food you serve must be:
. high-quality
. handled and cooked properly
. presented in an appealing way/manner
. served at the correct temperature
. properly portioned.
The following list includes factors that lead to quality in service. Check them against Operation Standards.
Food Quality
. Products are purchased according to standards contained in purchasing specifications, and only from company approved reputable suppliers.
. All deliveries are checked carefully for quality and proper temperatures.
. Products are stored immediately after delivery under the proper storage and temperature conditions.
Food Preparation
. Products are thawed, washed, cut, mixed, or otherwise prepared in a way that preserves their quality.
. Products are cooked properly. Standard recipes are followed.
. Portion sizes are weighed and measured according to preset standards.
Food Service
. Items are served I their respected compartments on the plate, without food running over the edge of the plate.
. Hands or physical hazards, such as hair, do not come in contact with the food product.
. Proper portions are given to every guest.
. To-go foods are packed with all the necessary utensils, napkins, and condiments.
. Foods are packaged properly, so nothing leaks.
. Hot drinks are served hot; cold drinks are served cold.
2. SERVICE
Guests expect anyone who serves them to have a pleasant, helpful, and friendly manner. You and your associates should be trained to give pleasant service by:
. Greeting guests, or acknowledging them by smiling and making eye contact.
. Fulfilling a guest’s request pleasantly, without appearing irritated or annoyed.
. Thanking guests sincerely, while smiling and making eye contact.
. Asking for return (repeat) business.
. Expressing a pleasure to help guests.
. Being cooperative when co-workers ask for food, equipment, or assistance to better serve guests.
Factors That Lead to Quality Service
Greet guests promptly by smiling and making eye contact. You may use several approaches.
. The Personal Approach: Use the guest’s name. It makes the guest feel special.
. The Merchandise Approach: Use when the guest is already looking at the merchandise or product.
. The Service Approach: Offer assistance to the guest.
. The Acknowledgement Approach: Recognize a guest’s arrival. It is used when you are already working with a guest and a new guest approaches.
Additional Guest Service Factors to Consider:
. Suggestive sell specific items to each guest.
. Learn about your guest by asking questions. Ask enough questions to say to yourself, “I know what my guest wants.”
. Front and back of the house associates must work together so that their timing of service meets guests’ needs.
. Never rush a guest.
. Guests who arrive just before closing time should not be rushed; associates should not encourage co-workers to rush guests who arrive late.
. Compliment the guest when possible, “You’ve made a great decision, ---is our number one seller.”
. Regardless of whether you are located in a mall, university, airport or street restaurant, get out form behind the counter and assist guests with clearing their tables and asking how they enjoyed their meal.
. Remember and recognize your repeat guests.
. Big farewell to all guests.
Suggestive Selling in a Positive Manner
Suggestive selling is:
. helping our guests to make decisions
. recommending something from the menu
. asking questions to find out what they are interested in trying
. helping them to choose an item they will enjoy
. offering an extra item that will greatly increase the enjoyment of
the meal.
. reminding them of something they may not have remembered
to order.
When we make menu suggestions, it shows the guest that they are worth out time and our guests perceive this as better service.
When suggestive selling, make sure that you use phrases that not only help increase sales, but shows that you are listening to them. Suggestive selling should not be pushy. It should be helpful.
Techniques for Suggestive Selling
. Create a list of extras offered at the restaurant.
. Make it a rule to suggest at least one extra item for every transaction.
. Listen to the guest’s order and determine what would best complement it. Once you have that information, make the suggestion.
. Associates should know everything about the product:
Ingredients
How it is made (stir fired, deep fried, etc.)
Taste
. Associates should never ask the size. It decreases your sales if they choose a small size and wastes time when the guest starts looking around to see how big the containers are. The power of suggestion is strong when you do not give them a choice in your question.
. Train associates to nod their heads slowly up and down when making a suggestion. It is a subtle form of body language that encourages the guest to go along with the suggestion.
. Show the guest the item that you are suggesting. Point (Always point using an open hand, never use a pointing finger) to the item as you make the suggestion. If the guest can look at the item as it is being described, it will improve the chance the guest will take your suggestion.
. Use the weather to sell your food items.
Hot day: “Would you like a large ice cold Slice with your meal?”
Cold day: “How about a nice bowl of Hot and Sour Soup to start off your lunch?”
. Use descriptive dialogue to describe food items.
. Use the word “only” in front of the price to stress the deal that the guest would be making.
