every restaurant who wants to impress its guests should go through this power pact presentation .

1. QUALITY SERVICE WHICH
IMPRESSES THE
RESTAURANT GUEST”S
“ QUALITY RESTAURANT CUSTOMER SERVICE IS ESSENTIAL FOR
THE GROWTH & SUCCESS OF AN ESTABLISHMENT . “
BY ABHIJEET . R . SALVI

2. F O R A N Y R E S T A U R A N T I T I S V E R Y I M P O R T A N T
T O H A V E Q U A L I T Y S E R V I C E S T A N D A R D S .
 According to me there are 4 such areas
which we have to establish to make service
quality oriented .
 1 } listen & follow up .
 2} courtesy .
 3} always at the service of our guests.
 4} establishing guest connections.

3. LISTEN & FOLLOW UP
 Listen & follow up :
 It’s very important for f & b service staff to listen
to guests very patiently , what he wants to say while
taking his order , if
 He has requested something , write it down in your
kot pad . be sure to note any allergies or any specific
requirements on particular dish , immediately inform
our head chef about it . and take his feedback on it &
inform the same to the guests immediately .


4. COURTESY
 2 } COURTESY :
 This is very important factor as it
show cases our brand value . so It’s
necessary to treat each & every guest
respectfully .we have to make them feel
that they are very important factor of
our restaurant .

5. ALWAYS AT THE SERVICE OF
OUR GUESTS .
 3} ALWAYS AT THE SERVICE OF OUR GUEST / S :
 F & b personal should always be there right from
the arrival of the guest till he / she leave she
restaurant .
 According to me in all restaurants & in all kind
of service forms , paying attention to every small
need of the guests is of utmost importance to build
up strong customer base & to keep them coming back
to our restaurant .


6. ESTABLISHING GUESTS
CONNECTION .
 4} ESTABLISHING GUEST / S CONNECTION :
 The dining experience can be made up of several
significant points , but this is the utmost important
point .
 By following points we can be get connected by
our guests .
 A} smile – restaurant staff needs to have this on
their face all the time .

7.  B} observative - all service staff should be
observative in their own section captains –
need to punch orders properly , repeat the
given order . punch the orders perfectly .
 Stewards – looking for clearing dirty
plates for the table , water refilling ,
placing cutleries before food arrival .

8.  C } saying goodbye :
 It’s as Important as greetIng each & every
guest whIle enterIng the restaurant .. It doesn’t
mean that if they have finished having food &
paId the bIll , doesn’t mean that servIce Is
finished . but always remember last impression is
the most important . saying good bye & inviting
them back to our restaurant , makes our guests
feel that this guys are really quality stuff
.need to come back again .

9.  It’s very Important now days to Impress
guests, through our servIce. If we don’t then
some other will take advantage of this.
 So before we do this, we need to indulge some
important attributes , to make our service
impressive .
 Retaining of guests is more important than
finding new guests.

10. ATTRIBUTES OF A SERVER .
 Attributes of a server:
 Hardworking
 Flexible.
 Honest.
 Resourceful.
 Good listener .
 Hygienic & well groomed.
 Good salesmanship.


11. IMPRESSIVE SERVICE STAGES .
 Impressive Service stages:
 If we need to impress our guests by displaying
quality service then we all have to follow the
proper service method .
 This will not only display our quality service but
it will also make our operation run smoothly.
 Following are 15 briefly described approaches
which we have to follow , if we want to impress our
guests through service :
 Impressive service stages is nothing but a check list
of service from the arrival of the guest to the
departure of the guest from the restaurant .

12.  This will take into account the
particular task to be performed to
achieve smooth flow of service
which will suit special needs of the
guests .

13.  1} welcoming guests by the host .
 2} guiding / seating the guest / s at allotted
table .
 3} check comfort / seating arrangement .
 4} serving water.
 5} menu presentation .
 6} taking order.

14.  7} greeting guest/ s while taking order.
 8} know your product .
 9} suggestive selling .
 10} repeating orders .
 11} punching orders in the system.
 12} check for the guest satisfaction on
meal.

15.  13 } check for cutleries & plates .
 14 } offering our signature desserts.
 15} clearing the table before presenting
the bill.
 16 } end of service .

16. WELCOMING THE GUEST / S .
 1 } WELCOMING THE GUEST / S :
 Ensure that the restaurant is ready for
the service
 Greet guest/ s with smile .
 Welcome guests to the outlet.
 Guide guest/s to allotted table .


17. ESCORTING THE GUEST / S .
 2} ESCORTING THE GUEST / S :
 Always lead the guest/s.
 Always use your hands , which way to go. { palm }
 For elderly & for disabled assist properly .
 Always try to follow guest/s preference .


18. C H E C K C O M F O RT
 3} CHECK COMFORT :
 Conform with the guest/s , if they are comfortable
with given table .
 Ask if the table is enough for the group .
 Check satisfaction of guest/s .
 Wish them for a delight full dining experience
with us .
 Then only move ahead.

19. WATER SERVICE
 4} WATER SERVICE :
 Ask guest for their choice of water , flavored
water or mulshi spring water. By captains or by
stewards.
 Water should be served immediately .
 Check for water glasses , should not contain any
stain or lipstick marks .
 Proper follow up should be done on water
refilling on regular basis .


20. MENU PRESENTATION .
 5} MENU PRESENTATION :
 Offer menu to the guests, ladies first .
 Check that menu does not contain any
stain marks on it & also inside it is clean ,
before offering to guests .
 Open the menu to the first page , while
offering it to guests .

21. TAKING ORDER .
 6} TAKING ORDER :
 Make sure you always carry a k.o.t pad with you to take order.
 try if possible to take orders from the ladies / or from the host
first .

 Make sure you stand at a convenient distance from the guest ,
while taking order. see to it you do use full recommendation to
guests while taking order.
 If the guest has ordered soup, starters & then main course .
always try to punch those orders in sequence in the system , so as it
will follow in sequence from the kitchen .

22. TAKING ORDER .
 With food order , always try to take beverage
order { this in fact has impact on two things ,1 it
helps to raise our a.p.c , 2 it increases our sales as well
.
 While taking the order for dishes like mahasa
kubbeh , maditerranean sampler , fatayer , inform
guests that it will take atleast 25 minutes to get
ready .
 Change cutlery according to guests requirement .


23. GREETING GUEST / S WHILE
TAKING ORDER .
 7} GREETING GUEST / S WHILE TAKING ORDER :
 This is to make our guests relax &
feel comfortable .
 This is to make them feel that there are
people who are going to take proper care
of your table for the night .

24. KNOWING THE PRODUCT
 8} KNOWING THE PRODUCT :
 Knowing what the product means :
 Portioning.
 Ingredients .
 Preparation time .
 Sauces, condiments, that goes with the
particular dish.
 Food pairing , suggest other dish that will go
well with the meal ordered .

25. SUGGESTIVE SELLING .
 9} SUGGESSTIVE SELLING :
 Suggest beverages with food orders as it will raise our a.p.c
also it increases our sales .
 After main course offer signature desserts , also inform
them about the ingredients used in the desserts .
 If any guests wants to eat light dishes , suggest them our
light eats .
 Suggest our smoke red pepper soup , raspberry soup , tomato
lemon grass soup.
 Always remember suggestive selling is all about letting
guests know about our core products .


26. R E P E AT I N G O R D E R .
 10 } REPEATING ORDER :
 Always say sir / mam may I repeat your order please
 You have ordered for
 Food : name of the dish.
 How much portion of it .
 With which sauce .
 Drinks : name of the drink

27. REPEATING ORDER .
 How much quantity.
 Any extra portions to be served .
 Ask guest /s how would they like their
meal to be served
 1 by 1 or course by course or all
together .
 Lastly thank to the guest / s.

28. PUNCHING ORDERS IN THE
SYSTEM.
 11 } PUNCHING ORDER IN THE SYSTEM :
 Always punch orders in course wise to
avoid any further confusion .
 If there are any preference by the guest
for specific order , punch accordingly .
 If preference is not available , inform
guest asap.

29.  cont ….
 Before saving the order of the table always re
check for
 Number of dishes , number of portions ordered , any
specific instruction .
 This will avoid last minute running & guests will
also not be dis satisfied.

30. CHECK FOR CUTLERY &
PLATES .
 12 } CHECK FOR CUTLERY & PLATES :
 Before meal arrives on the table
place proper cutleries.
 Make sure that those laid cutleries
& plates are free from any stains,
dirty marks .

31. CHECK FOR GUEST
SATISFACTIONON MEAL .
 13 } check for guest satisfaction on meal : { follow
up very important }
 Check for the guest satisfaction when it is right
time to interrupt.
 how’s the food, beverage / how’s the taste? hope
you are enjoying your meal?
 “Is there anythIng else I may assIst you wIth , sIr /
mam ? .

 Thank you very much, please enjoys your meal.

32. OFFERING SIGNATURE
DESSERT .
 14 } OFFERING SIGNATURE DESSERT :
 “I suggest you to try our new sIgnature
dessert, as it contains extra ordinary
ingredients which makes it fabulous.
 “thank you very much, iam sure you
will like it .


33. CLEARING THE TABLE BEFORE
PERSENTING THE FINAL BILL .
 15 } clearing the table before presenting the
bill :
 Remove the specified tables bill .
 Check for any modifications ,
 If you have forgotten to punch some pastries
.
 Or if there was some problem with the dish ,
inform your manager & he will do the needful
.

34.  cont ….
 Present the bill in the bill folder, make
sure the folder is free from any stains .
 Thank guest & clear the folder from
the table .
 Get the check cleared from the cashier
with proper chance & bill carrying paid
stamp on it .


35. END OF SERVICES .
 16 } END OF SERVICE :
 Service does not end till the guest leaves the
restaurant .
 As the guest starts to leave the restaurant , just
say “ good bye , hope you have enjoyed your meal
wIth us , hope to see you soon , thank you.”
 This is another chance where we can impress our
guests by saying this statement, so we have to do as
good we can.


36. ALWAYS REMEMBER .
 THE GUEST :
 Never underestimate the importance of a guest
 Guests are not dependent on us -- we are dependent on them
 A guest is never an interruption of our work – he is the purpose
of it.
 A guest does us a favor he comes here -- we are not doing him a
favor by serving them.
 A guest is part of our business -- not an outsider.
 - If we don’t take care of the customer…our competItors wIll.
 Guest is a person who brings us his wants -- it is our job to fill
those desires.
 Remember only a guest can give us Growth and no one else.
