What do we
mean by service? It is more than taking orders, placing down food and
Beverages,
and clearing up after a meal. It is the act of providing customers with a
Wide range
of meal-related benefits and experiences. Service is what makes people feel
good about
spending their money to eat out.
Many
professional people have positions that require them to serve others. A doctor
serves the
sick. A religious leader serves those in need of spiritual guidance. A
dietitian
helps
others to select healthful foods. Food servers meet the needs of others by
serving their needs. Thus, those who serve food and drink are professionals in
that they are a large body of qualified people working in one occupation,
serving others’ needs.
Many
professional people have positions that require them to serve others. A doctor
serves the
sick. A religious leader serves those in need of spiritual guidance. A
dietitian
helps
others to select healthful foods. In many cultures, teaching is a highly
respected
service profession. Food servers meet the needs of others by serving their
needs.
Thus, those who serve food and drink are professionals in that they are a large
body of
qualified people working in one occupation, serving others’ needs.
Meeting and Exceeding Guest Expectations——————————
Service
is often the single most influential factor in customers’ decisions as to where
to
eat out. Great service gives operations a competitive edge, and keeps people
coming
back.
A good server must learn how to read each guest to determine how to meet
particular
needs, and how to exceed guests’ expectations.
Good
servers do three things well: They pay close attention to detail, they work
efficiently,
and
they are consistent even when a dozen things go wrong and threaten
their
demeanor. They seek the rewards—good tips, higher wages, recognition from
their
peers and employers—of focusing completely on the details of their work. To
be
efficient, servers need not kill themselves with hard work, or be rude or
abrupt
with
customers. Instead, they must learn to plan and organize to make the best use
of
their
time by doing the following:
Efficiency Tips
during the Service
Set
up work stations carefully at the start of a shift so all supplies are available.
Replace
supplies before they run out.
Don’t
walk from one area to another empty-handed if there is something
to
carry.
Combine
trips.
Stay
organized.
Follow
the most efficient routine.
Save
steps whenever possible.
Prepare
for busy times.
Stay
on top of the job during slower times.
Today’s
guests are quite sophisticated. They expect good service, so the challenge
is
to impress them by exceeding their expectations. To do this, servers must:
Focus
completely on customers.
Show
a sense of urgency.
Acknowledge,
greet, and say goodbye to every customer with whom they
come
in contact.
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