Definition of good service
1.Getting what you pay for
2.People pay attention to customer needs
3.Treating customer’s with respect ( as individual)
4.Keeping your promises
5.Getting what you want when you want it
S Smile for every one
E Excellent in everything we do
R Reaching out to every guest with hospitality
V Viewing every guest as special
I Inviting guest to return
C Creating a warm atmosphere
E Eye contact that shows we care
2. More competition. Wider choice of food establishments to go to
3. People are choosier and more sophisticated
“UN HAPPY CUSTOMER WILL TELL HIS FRIENDS ABOUT UNPLEASANT EXPERIENCE”
Six keys to service
2. Awareness
3. Pride
4. Appearance
5. Courtesy
6. Extra effort
The speed and efficiency with which you can do your job
2. Knowledge
Being able to answer question and solve the problem
Being able to answer question and solve the problem
3. Pride
The attitude you have toward to your job
The attitude you have toward to your job
4. Appearance
Your appearance tell people whether you have an attitude of service ( body language)
5. Courtesy
Your appearance tell people whether you have an attitude of service ( body language)
5. Courtesy
1. Polite smile
2. Listen to the guest – pay attention
3. On the telephone use the magic world
4. Attitude of real helpfulness to understand and act upon customer needs
2. Listen to the guest – pay attention
3. On the telephone use the magic world
4. Attitude of real helpfulness to understand and act upon customer needs
2. Extra thoughtfulness and willingness to be helpful
3. Good service brings big rewards ( guest loyalty, repeat guest, higher service charge, staff
promotion, better live
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