Answer to Question #301012 in Management for Naven

Question

“Hospitality service industry is an important industry which is to give service to the human being. It is very important to the hospitality personnel to give positive impact towards the customer”

 

Based on the above statement above, discussed the TWELVE (12) step of preparing and serving beverage to the customer in the restaurant.

Answer 1

1. Greeting/Welcoming the Guest- Smile and always be warm and inviting

Introduce yourself to the table. Place a beverage napkin on the table

• Offer beverages to the table; suggest specific alcoholic and non-alcoholic beverages

• Repeat your name three times within the first interaction.

2. Return Beverages- Be descriptive by using words like tantalizing, succulent, scrumptious. Also ask if the customer has any questions about the menu and suggest an appetizer by name as well as an entree and Take the order.

3. Place/ Stage the Order - Time Courses Accordingly

4.Mark the Table- Make sure there are condiments and utensils for certain food items (ketchup, steak knife, forks). We must always anticipate our guest's needs. Our guests shouldn't have to ask you for anything during their visit.

5. Delivery of Food- Serve ladies first, then gentlemen by lowest pivot point number

Ask, "Is there anything I can bring you right now?"

6. Check Back - Check for food quality

7. Table Maintenance - Check beverage levels; offer another round of drinks,

Remove unused plates, glasses, B&B's, wrappers, etc. Guest should have in front of them only what they are using.

8. Clear the Table after Entrees- Remove everything the guests are not using.

Do not stack dishes on the table .

9. Desserts/Coffees/Cordials- Dessert menus must be dropped.

Suggest specific desserts, coffees, after dinner drinks, etc.

10. Check Presentation - Stand Presenter Up. Thank the guests and ask them if they are loyalty members or if they are interested in becoming member. Let them know you will take the bill when they are ready.

11. Prompt Check Reconciliation- Guests do not like to wait long for their bill to be processed after a delicious dinner.

Process payment and rewards points promptly within 2 minutes of taking their payment.

12. Thank the guest again and invite them back soon!- Always thank the guest for coming in. Without them we wouldn't be here. Give them your name and ask them for request you when they return.