Spicing up our Service…
one guest at a time
Strengths
 Teamwork
 Clean environment
 Selection and presentation
 Accuracy of orders
 Staff appearance
Opportunities
 More proactive/engaging team
leaders
 More “ATTENTION TO DETAIL” to
ensure stock is tidy/organized; trash
cans
 Acknowledge/greet every customer
– look up more
 Acknowledge wait time
Recommendations
 Team Leader Training…more interaction w/staff and guests
 Place lids by containers vs. at cash register
 De-clutter; remove breakfast items before lunch
 “Free samples” on occasion
Workplace Challenges
 Environmental limitations
 Long lines
 Impatient/rude customers
 Staffing issues
 Ineffective communication
 Complainers
 Fatigue
 Behavior Factors
 Poor handoffs
Guest expectations come in all
shapes and sizes.
It’s sometimes challenging to meet those
expectations.
WHAT ARE YOUR EXPECTATIONS AS A
GUEST?
How the interaction begins…
is typically how it will end!
GUESTS WHO DINE WITH US…
want more than a meal.
WHAT DO THEY WANT?
What you should know…
Product/
Services
Dimensions of Service
Service
• Two Dimensions
Procedural
Dimension
• Established systems and
procedures to deliver products
and/or services
Personal
Dimension
• How service
providers interact
with customers
Communication
 Smile – look pleasant – nod to acknowledge
 “Thank you for waiting.” – with no excuses
 “Enjoy your meal.”
 “My pleasure”
 “Thank you for bringing this to my attention.”
 “We are sorry for the inconvenience.
 “I appreciate your patience.”
Key Drivers of Guest Service
 Appearance
 Making guest feel genuinely “welcomed”
 Cooperating with co-workers
 Improving communication skills
 Check satisfaction
Attributes of a Server
 Hardworking
 Flexible
 Honest
 Resourceful
 Good listener
 Salesperson
 Critical thinking skills
 Hygienic and well groomed
Impression Makers or Breakers
 Be in the moment
 Acknowledge immediately
 Be friendly first
Service Winners
 Those with a positive attitude and cheerful outlook
 Those who genuinely enjoy working with and for other people
 Those with the ability to put the customer “center stage.”
 Those who view their job primarily as a people-focused profession
 Those who can allow customers to be right…even when they are
not!
Cashiers are the “FACE” of your
brand…your salespeople
 Menu knowledge
 Speed/accuracy
 Customer service basics:
 Smile
 Eye contact
 Proper greeting
 Selling skills
Poor service makes a serious
and lasting impression on
guests…
and one that is not always
correctable.
Unfriendly server
Waited too long to be acknowledged
TWO OFFENSES THAT UPSET CUSTOMERS
When Guests Complain






Listen without interrupting
Apologize
Ask what you can do to fix the situation
Thank the guests
Correct the situation
Document and discuss
Walkers vs. Talkers
WALKERS leave and never return
TALKERS care about your business
Guest Feedback
 “The attitude of a restaurant’s staff is as, if not more,
important than the food they serve.”
 “Service is relatively more important than the food to
have a good dining experience.”
Recent Employee Feedback
Rosita is over the top – she is reliable, dependable and takes care of
high volumes of people going through the checkout line in the Spice.
She is also truly kind and displays friendliness in a variety of ways and
times.
The ladies behind the counter are very pleasant and efficient.
Sometimes it appears as if that person is just standing there and they
could be waiting on me; but if you look closer you’ll see they are
constantly lifting heavy items, working over a hot stove and going
their best to serve the many customers that come their way.
I take the initiative to smile and thank them and comment on a dish
that is particularly good—after all, they do a great service by
preparing our food, making our lives simpler.
Golden Rules of Service
 DO UNTO OTHERS AS YOU WOULD HAVE THEM DO UNTO YOU.
 THANK each and every guest: 1) for waiting, 2) for their business
 Make the guest feel they are ALWAYS RIGHT
 Use GOOD MANNERS
 CORRECTING MISTAKES immediately
 GIVING MORE than expected
 NEVER ACCEPT mediocrity
 The difference between ordinary and extra-ordinary is “A LITTLE
EXTRA.”
 Commit to doing simple things in an EXCEPTIONAL WAY
Customers make or break us
 The customer is the most important visitor
 He is not dependent on us – we are dependent on him
 He is not an outsider in our business – he is part of it.
 We are not doing him a favor by serving him – he is doing us a
favor by giving us the opportunity to do so.