Surfing the Waves of flourishing aid

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Service: The manner in which the guest is treated is the practical definition of service. It encompasses the whole feel of the guest from the time they arrive to the time they leave. It represents the feelings they are left with and manifests its self in a memorable dining experience. An feel that they desire to repeat again and again. This is the goal. We are in the company of sales and providing the aid expectations that our guests require. We furnish our own stock on site, sell it on site and furnish aid on site. We are in an industry unlike any other. Our success of failure results in immediate feedback and immediate rewards. We are also in a unique position to be proactive in dealing with this feedback in a inevitable manner. It is a dynamic connection between product, services and consumer. You are the catalyst to this connection and therefore a director of sales and service.

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When working your station as if each table is your own sales territory, supervene these four key elements:

Observe
Anticipate
Prioritize
Act

Steps Of Service

Introduce Yourself. Guests want to know who is serving them. It adds a personal touch they enjoy. It also, provides the opening for the guests to ask you when they return. The developing of call parties is a great way to build your business. They want you because they enjoyed their last visit and the have confidence in your capability to furnish for their needs.

You: "Welcome to our restaurant. My name is Anna and I will be your serve this evening/afternoon. I am at your aid and want you to have a great experience. Please don't hesitate to ask me for anything."

You are introducing yourself and also making a commitment to your guest. You are taking the first step in establishing trust and building confidence. Remember to relax, make eye feel and speak clearly. You are inevitable in your capability to deliver and your guests should relax because you are there for them. Listen thought about to your guests. Make eye feel with your guests when they are speaking to you. The someone in front of you is the most leading someone in the world at that time. Make sure that they feel that this is true.

Anticipating Their Needs: After introducing yourself to the table. Ask if this is a special opening or if there are any time restraints.

Example 1:

You: "Are we celebrating a special opening this evening?"

Guest: "We're celebrating our 10th wedding anniversary."

You: "Congratulations and thank you for sharing this special opening with us this evening."

Example 2:

You: "Do we have any time restraints this evening?"

Guest: "Yes, we have to catch a flight at 8:30 at the Airport."

You: "Yes Sir/Ma'am. Then we will have you there with time to spare."

Each case requires that you make immediate feel with the employer on duty. In the case of the anniversary: so that we can be sure to acknowledge the special event. We hope they will share all special occasions with us. In the case of the time restrictions, so that we honor their program and deliver on our promise of getting them there with time to spare.

Example 3:

You: "Are we celebrating a special opening this evening?"

Guest: "No, we are not."

You: "Do we have any time restraints this evening?"

Guest: "No, not this evening."

You: "Great! Relax and enjoy a nice supper with us!"

Now you have shown that you care about your guests and planted the seed that we are a cafeteria that anticipates and responds to special needs of our guests. You also have shown professionalism that few waiters exhibit. But most importantly you have imaginable any special needs so that you can take suitable operation to ensure that our guests have a memorable experience.

Taking The Order

This is where the opportunities begin to appear for suggestive selling and enhancing the feel of the guest. Suggestive selling is a subtle art that has its roots in stock knowledge and confidence. Be sure to speak clearly, make eye feel with the guest and repeat the order to the guest. Citizen will buy whatever from someone that they believe is sincere and has their best interest at heart. Listen thought about to your guests and they will listen thought about in return. Then they will categorically buy what you're selling. Build the trust and build our business.

You: "Is this your first visit with us?"

Guest: "Yes."

You: "May I offer you a cocktail from our beverage list, a Mai Tai, a Chi Chi or possibly a Bottle of wine?"

Guest: "A Mai Tai sounds good."

You: "That's one Mai Tai. The Blacked Ahi Nachos is one of our appetizers that goes very well with the Mai Tai. I'll be right back with your Mai Tai and will be happy to help you choose an appetizer."

Guest: "Thank you."

Repeating the order ensures that you have it correctly and tells the guest that you are listening. making recommendations based on your stock knowledge shows confidence and builds trust with the guest. You are on the way to great feel for you and the guest.

You: "Sir, here is your Mai Tai. Would you like to try the Blackened Ahi Nachos Or has whatever else caught your eye."

Guest: "I don't categorically care for ahi. What else would you recommend?" (The guest is showing his trust and you should be ready to act.)

You: "The Fresh Shucked Pacific Oysters are a great selection Or the New England Clam Chowder. It is wonderful." (You have offered two choices for your guest and are beginning to lead him straight through the menu. That's terrifying work and great stock knowledge.)

Guest: "The Chowder sounds like a real winner."

You: "Very good. That's a bowl of New England Chowder right away."

The guest has allowed you to take over his dining feel at this point. You have earned his trust by offering a recommendation and then reacted categorically to his ask for more information. Giving him a selection to feel more of the appetizer menu and leading him to the soups and salads has shown your knowledge. It tells him that you are on the ball and he is in good hands.

Throughout the visit you should always be prepared for the guest to not take the first thing that you offer or suggest. The key element in making a persisting impression on your guests is how you react and then act. You react swiftly and with confidence. You stay in operate by taking the initiative and offering more than what is expected. The guest will gain confidence and trust in you.

Moments Of Truth

The following list will point out each area of the cafeteria that the guest will see, smell, touch, hear and taste. We target all of the senses as we achieve our duties in this industry. A occasion of truth is that split-second reaction that a guest has during the different phases of their dining experience. All of the potential great moments during the dining feel at our cafeteria are listed below in the order that our guest may encounter them. It is our job to ensure that each occasion is managed and executed in a way that will impress, rather than turn off, the guest.

Curb appeal-- sights, sounds, and smells from the car to the front door.
Greeting--immediate, amiable Citizen greeters with Big Smiles, good posture, and permissible eye contact. No robotic words or actions.
Clean menus-- dirty menus are big turn-off moment.
Cleanliness-- floors, walls, table condiments, windows, silverware, glassware, high chairs. Etc.
Server approach-- immediate, well-postured, with permissible eye feel and Big Smiles. Good transportation skills are essential.
Special requests--"No" is not in our vocabulary regarding substitutions or extras.
Sparkling restrooms-- stocked, spotless, and fragrant.
Beverage delivery-- prompt, clean glass, and properly garnished.
Food delivery--hot food "hot" and cold food "cold". Everyone in the party has their meal.
Refills--provided before they are requested.
2-Minute check-back--the biggest moment...ensure total satisfaction.
Management visitation--sincere, productive, issues handled with repeat company in mind.
Check presentation--timely with all items printed clearly on the check. Check back immediately for payment.
Ask for repeat business--at least 2 Citizen should say "goodbye" and "ask them to return soon".
Great aid is a blend of your guest's perception of excellence and how well we apply these philosophies. The more we apply ourselves to creating those "points of difference" the more categorically we can surf the waves of thriving cafeteria service! Good Luck and Aloha!

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