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Nine Attributes of Noteworthy Service

Nine Attributes of Noteworthy Service. Chapter 1 Highlights. The Goal in Noteworthy Service:. The quality of the service should be as important as the food.

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Nine Attributes of Noteworthy Service

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  1. Nine Attributes of Noteworthy Service Chapter 1 Highlights

  2. The Goal in Noteworthy Service: • The quality of the service should be as important as the food. • To entertain a guest is to be answerable for his happiness so long as he is beneath your roof. Anthelme Brillat-Savarin, 1825

  3. Noteworthy Service is service that: • Is Welcoming and Friendly • Is Knowledgeable • Is Efficient • Communicates Effectively • Encourages Trust • Is Well Timed • Is Flexible • Is Consistent • Exceeds Expectations

  4. #1 Welcoming, Friendly and Polite Service • Sends message to guests that they can relax. • Friendly from beginning to end • Considers all needs of guests. • Good manners let guests know what to expect.

  5. #2Knowledgeable Service • Demonstrates knowledge of ingredients, preparations and presentations • Shares the items not on the printed menu. E.g. daily specials • Answers the questions the guest really want answered. • E.g. Spinach & Goat Cheese Quiche

  6. #3Efficient Service • Staff works at a pace that tells guest they are on-task but not frantic. • Flatware mis-en-place • Proper equipment and proper use of equipment • Cooperative attitude

  7. #4Service That Communicates Effectively • Server “reads” the table • Shares information appropriately • Adapts to the guest’s style • Makes recommendations that enhance the guest experience

  8. #5Service That Encourages Trust • The guest needs to feel secure. E.g. Coffee vs. Decaffinated Coffee; Garlic or Nuts

  9. #6Service That Is Well Timed • Anticipating the needs of the guest in the guest’s time frame • Follow a “sequence” of service • Proper timing on refills of drinks and bread • Bring all items needed at the same time

  10. #7Service That Is Consistent • Consistency brings repeat business • The guest should be sheltered from “bumps” in the business • late deliveries • missing staff • broken equipment

  11. #8Service That Is Flexible • Service should be organized and standardized where possible BUT…… • accommodate special requests • avoid breaking into a conversation

  12. #9Service That Exceeds Expectations • Consistency with a little extra • Use the guest’s name • Entertain a child • Complementary Item

  13. Noteworthy Service is applicable to all eateries • Diner/Family style • Bistro • Quick Foodservice • Fine Dining

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