Sunday 28 April 2013
Personalized Service Training for Waiters
Today I will discuss another Training on personalized service which is very should be helpful for F & B Service Staffs specially for Waiters in hotel & Restaurant. Personalized Service in Food & Beverage service focuses on the interactions between the customer and the food & beverage service staff.
Why Personalized Service is Required in Restaurants:
In Hotel or restaurants, Guest must be treated as KING/QUEEN. We are here to give comfort and happiness to the guest along with food. This helps the venue to get repeat business and this causes the revenue of the restaurant to increase. If guest will be satisfied by service, then he will advertise the venue to his/her friends or relatives without any costs to the venue.
How we can give Personalised service to guest:
- Always wish the guest in proper way.
- Talk with the guest.
- Suggest the guest the correct combination of food & beverage.
- Maintain proper languages and body action.
- Always have smiling face.
- Solve any problem of the guest on the spot.
Things You Must Remember:
- Don’t talk to other staffs without first excusing themselves from the customer.
- Don’t interrupt interactions between customers and staff, but should wait until there is a suitable moment to catch the attention of the guest.
- Don’t serve the customer whilst carrying on a conversation between themselves.
- Don’t talk across rooms either to each other or to customers.
Always follow these simple rules, while giving personalized service:
- Showing customers to their table – Always walk with them at their pace.
- Seating customers- Ladies first descending in the age unless the host is a lady.
- Handling menus to customers- Offer the menu and wait for the customer to take it.
- Opening and placing napkins- Open carefully, do not shake it like duster, place it on the customer’s lap after saying excuse me to the guest.
- When offering water or any extra food items like bread rolls, always say “Excuse me Sir/ Madam, would you like another bread roll?”
- Talking to customers- only when standing next to them.
- Serving and clearing- always say “Excuse me” before serving or clearing and “Thank you” after you have finished with each customer.
- Explaining food and beverage items- use terms the customer understands (i.e. no technical terms); use terms, which make the sound attractive; do not use abbreviation.
