| Whenever a guest enters a restaurant or hotel or a | | | | has a drink is clean and tidy. The environment cannot |
| food and beverage section of any place, he/she | | | | be too shabby or unclean; it turns off the desire of the |
| expects something more than just what is served. The | | | | guest to return. |
| expected things include quality, timeliness as well as | | | | 5. Escort the guests: If a guest find it difficult to locate |
| cost effectiveness however what if you can give the | | | | a place in the hotel/restaurant, you should escort him |
| guest more than what he/she has expected? | | | | her so that the guest does not waste time or feel |
| The guest would find his/her money worth it! | | | | neglected. |
| One thing that can help you make a guest feel that the | | | | 6. Physical appearance matters: Guests expect to be |
| money is worth it is the service that you provide and | | | | served by a good looking and well dressed staff. You |
| the way you treat your guest. Now, since the guest | | | | cannot be untidy will your face, hair or clothes. The |
| feels the money is worth it, he/she will also have a | | | | guests should not feel that the restaurant |
| higher chance of coming back. This is just one way | | | | management is too harsh on the staff in terms of |
| however that you can make your guests return, there | | | | salaries or duty such that they cannot afford a proper |
| are a lot more that you'll not find in many training | | | | uniform. This creates a wrong impression! |
| manuals or service SOPs, these can be explained as | | | | 7. Serve the food in warm, well washed dishes |
| follows: | | | | containers: All plates, bowls used should be well |
| 1. Greeting with a smile: Greeting a guest with a | | | | washed and cleaned. |
| "Welcome" and a warm smile can break the ice and | | | | 8. Increase your knowledge about the product: The |
| make the guest feel welcomed and respected. | | | | guests could have a query about the food and |
| 2. Use names (if known): In case you know the name | | | | beverage they are consuming or are about to order. |
| of a guest, use it with a "Mr/Mr/Ms" as a prefix. This | | | | The service staff should be well equipped with the |
| makes the guest feel special and increases the | | | | knowledge of the product so as to help the guests |
| service value. | | | | make a decision. |
| 3. 'NO' is a big No: You should avoid using negative | | | | The above mentioned tips are just a few guidelines |
| notations and provide alternate options that a guest | | | | that a restaurant management can have and can train |
| could opt for. | | | | their service staff in accordance so that their guests |
| 4. Ensure the ambiance is hygienic: The least that a | | | | can get the best possible service as well as they do |
| guest expects is that the place he/she eats food or | | | | come back to find their money worthwhile once again. |