POLICY
Exceed service expectations by identifying guests’ needs before they need to ask. All Food & Beverage employees must be knowledgeable on every aspect of the menu and beverage list.
PROCEDURE
• Food and Beverage employees are aware of their responsibility in their section so that they may adapt service according to their current guests’ needs. By anticipating guests’ needs, problems can not only be prevented before they arise but guests will feel valued.
• • Anticipate guests’ needs by putting yourself in the guest’s mindset. Examples of anticipating needs include –
• When drinks are ¾ empty, offer guests a top up or another drink.
• Set appropriate condiments prior to serving the meal.
• Place sugar and milk on table prior to tea or coffee being served.
• If children are dining, when taking orders offer for children’s meals to be served first.
• Offer child seats and children’s menus when appropriate.
• If guests are dining alone (particularly at breakfast), offer a newspaper.
• A meal check is to be conducted within three (3) minutes of meals being served. Use this as an opportunity for up-selling. Refer to ‘Up-selling’ Policy (FB-01-10).
• Pay attention to guests’ body language. For example if a guest is looking around the restaurant, employees are to approach and offer assistance.
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