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Special Service Challenges - Chapter 10

Special Service Challenges - Chapter 10. Operate with a service recovery strategy in mind handle the problem handle the guest’s perception of the problem. Manager Contact with the Table – The Table Visit. Read the Table / Establish Rapport Introduce Yourself Make a SPECIFIC Inquiry

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Special Service Challenges - Chapter 10

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  1. Special Service Challenges - Chapter 10 • Operate with a service recovery strategy in mind • handle the problem • handle the guest’s perception of the problem

  2. Manager Contact with the Table – The Table Visit • Read the Table / Establish Rapport • Introduce Yourself • Make a SPECIFIC Inquiry • Make a Positive Comment • Express Appreciation

  3. Manager Contact with the Table – Table Visit “Nevers” • Intimidate • Appear Phony • Appear Uninterested • Appear Overbearing • Ignore • This model used with permission, from Chuck Keagle, The C & C Organization

  4. Guest Complaint • From a Server’s point of reference • Anticipate guest’s complaint • Tell manager if you perceive a problem with a guest • Be sure it is worth charging the customer • you might lose them as a regular guest

  5. Ways to Recoup from a Customer Complaint • Say you are sorry • Actively listen (They are your whole world) • Make things right • Make it up to them • A promise is a promise! • Be accurate and give away what you need to! • Check Back - Did you fix it?

  6. RKR Guest Complaint Model • Repeat the Complaint / Actively listen to problem • Apologize • Encourage Full Disclosure • Empathize • Positive Action / Ask what they want you to do • Express Appreciation • This model used with permission, from Chuck Keagle, The C & C Organization

  7. RKR Guest Complaint ModelThe “Nevers” • Give Excuses • Argue • Ignore • Blow Out of Proportion

  8. Guest Complaint • If guest is uncomfortable with temperature or lighting • Check to be sure they are at agreed settings • Move guest as needed

  9. Guest Tastes Wine and Refuses It • Offer a similar substitute from different producer • If the wine is bad then you may have a case of bad wine. (You get supplier credit) • If the wine is good you can pour it off for Wine by the Glass or Staff Tasting • Server verses Manager fixing the situation

  10. What if an Accident Happens? • Minor spill - use napkin and clean it. • Always attend to the guest first! • Dry Cleaning bill • On Manager’s Card - date, article of clothing • Record in log book

  11. What if an Accident Happens? • Accident Report • Name of guest • Date and Time • Description of area - photos if possible • Name of staff involved

  12. What if an Accident Happens? • Food Poisoning Report • Name of guest • Date and Time • Description of what they ate

  13. What if an Accident Happens? • When Recording a Food Poisoning • Be sympathetic • Tell them you are sorry they are ill • Get the form to manager ASAP • Get as much info as possible

  14. What if an Accident Happens? • When Recording a Food Poisoning • Don’t • Apologize • Say that food made them ill • Suggest symptoms • Offer medical advice

  15. Procedure for Reporting a Food Poisoning • contact manager/owner • speak to chef and maitre d’ • speak to any staff who spoke to guest • collect, label and refrigerate food • reproduce guest check • check menu mix and table numbers of food item sold • Call Board of Health, Insurance • Call guest

  16. Rowdy Guests • Manager speaks to host of party • Decide which guests you want to be regular customers

  17. Drunk Guests • Post Liability of over consumption • You are responsible to be sure guests leave in safe condition

  18. Drunk Guests • Don’t touch or embarrass a drunk guest • Get the guest on your side if you can • Feed them • Separate the drunk from their friends or use friends when needed • Complimentary food if necessary • Record in log book

  19. Cell Phones and Pagers • Turn down the volume • Request they use them in lobby if needed

  20. Electronic Toys and Other Kid Issues • Turn down the volume • Crayons and other noiseless distractions • Flatware on the table, tied down as needed!

  21. Famous Guests • Privacy or Limelight • Be as consistent in service as possible

  22. Pets • Inside - Seeing Eye Dogs • Other dogs in outside café settings • Biscuits and water?

  23. Don’t call me, Mrs. Jones • Offer the guest privacy where you should. • Don’t assume I am Mrs. _______ • Don’t share the name or information of a call, just indicate that the guest has a call

  24. Summary • Have procedures for all the following issues: • complaints, accidents, food poisoning, drunks • Role Play to be sure staff is ready • Record anything unusual each and every day!

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