5 star service standards
Post on 06-Jul-2015
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Ideal for Department Briefing's to Ensure
5 Star Service Standards are being
Practiced and Maintained
Set aside 5-10 minutes for each training
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Guest Courtesy
Always escort the guest to the place they are
looking for (when Possible) and do not point in
the direction.
LEAD THE WAY
We must show them they way
(if it is too far ask your colleagues to assist you)
We do not point
We will Say “Please Follow me, I will take you there”
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WORKING TOGETHER ACHIEVES THE BEST IN US!
Together we will find the answers that we don’t know and provide our
guests, our colleagues, our superiors and our managers
the answers to their questions
We must never say “I DON’T KNOW ”
until we have tried our best to find the answer.
I DON’T KNOW I’M NOT SURE BUT LET
ME FIND OUT
Guest Courtesy
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WORKING TOGETHER ACHIEVES THE BEST IN US!
We have the best job in the world as we get to meet many
new people everyday from all over the world.
People travel very far to experience our resort and we want the best for
all our visitors and that’s why we need each other.
Our job is easier when we work together, we are united as a TEAM
and will never use the words
“IT’S NOT MY JOB”
If we say these words then we are not serving
our guests the best we can.
Guest & Team Courtesy
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WE NEVER SAY
“NO” As a 1st Response
We will offer an alternative
If we do not know the answer we will ask our Supervisors or Managers
If we can not then we will apologize
Guest Courtesy
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USING OUR COLLEAGUES AND GUEST NAMES
We will always try to use the Guest Name instead of
Saying Sir/Madam
Address the Guest- “Good Morning Mr. Smith”
When we know the name of our guests
and we do not use it we are not giving
Excellent Service.
Guest Courtesy
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We must keep ourselves, our home and
our working environment clean to kill
the bad bacteria that makes us sick.
Bacteria will multiply very quickly if there
is dirt and food left out.
Time Bacteria
20 Minutes 2
40 Minutes 4
1 hr 8
3 hrs 64
4 hrs 512
5 hrs 4096
6 hrs 32,768
7 hrs 262,144
8 hrs 2,097,152
THE IMPORTANCE OF HYGIENE…
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WHY IS IT IMPORTANT TO WASH
YOUR HANDS?
Every day we use our hands and if we don’t wash them
regularly with soap we are spreading bad bacteria which
makes us sick and makes others sick too.
You should always wash your hands after;
GOING TO THE BATHROOM
SMOKING
TOUCHING MONEY
TOUCHING FOODS
TOUCHING ANIMALS
TOUCHING YOUR HAIR, NOSE, EARS
BEFORE AND AFTER YOU EAT
HANDLING RUBBISH
COUGHING
SNEEZING
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EFFECTIVE COMMUNICATION
HAVE YOU GIVEN A HANDOVER TO YOUR
COLLEAGUE OR MANAGER?
Before you GO HOME or go for LUNCH/DINNER
You MUST pass on your PENDING DUTIES or IMPORTANT INFORMATON
to your COLLEAGUES
WHY?
HOW?
Talk Face to Face
Call
Use Log Book
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EFFECTIVE COMMUNICATION
PREVENT ACCIDENTS
If you see anything unusual REPORT IT straight away! Examples Include;
•Broken Glass
•A crack in the wall
•Smell of Gas
•Burst Water Pipe
•Water on the Floor
•Fridges/Freezers Not Working (This will cause FOOD POISONING)
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EFFECTIVE COMMUNICATION
“WRITE IT DOWN”
10 20
30 40
70 80
95
0
25
50
75
100
When we are told information we
apparently only retain 20% of what
we hear.
This is why it is very important to write
down information you have been given at:
BRIEFINGS
MEETINGS
TRAININGS
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@gmail.com
@hotmail.com
@yahoo.com
PERSONAL PHONE NUMBERS &
EMAIL ADDRESSES
Personal phone numbers and email addresses are
not to be disclosed to any persons or guests without
the consent of the staff member or manager.
When receiving a call you may do the following:
Provide the caller with a work mobile number
Provide the caller with a work email address
Leave a message for the staff member to call back
Ask the caller to call back
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These training’s were completed by
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