Spicing up our Service

one guest at a timeSpicing up our Service

TeamworkClean environmentSelection and presentationAccuracy of ordersStaff appearanceMore proactive/engaging team leadersMore attention to detail to ensure stock is tidy/organized; trash cans Acknowledge/greet every customer look up moreAcknowledge wait time

Strengths

OpportunitiesRecommendationsTeam Leader Trainingmore interaction w/staff and guestsPlace lids by containers vs. at cash registerDe-clutter; remove breakfast items before lunchFree samples on occasion

Workplace ChallengesEnvironmental limitationsLong linesImpatient/rude customersStaffing issuesIneffective communicationComplainersFatigueBehavior FactorsPoor handoffs

Its sometimes challenging to meet those expectations.Guest expectations come in all shapes and sizes.

What are your expectations as a Guest?

is typically how it will end!How the interaction begins

want more than a meal.Guests who dine with usWhat do they want?

What you should knowDimensions of Service

CommunicationSmile look pleasant nod to acknowledgeThank you for waiting. with no excusesEnjoy your meal.My pleasureThank you for bringing this to my attention.We are sorry for the inconvenience.I appreciate your patience.

Key Drivers of Guest ServiceAppearanceMaking guest feel genuinely welcomedCooperating with co-workersImproving communication skillsCheck satisfaction

Attributes of a ServerHardworkingFlexibleHonestResourcefulGood listenerSalespersonCritical thinking skillsHygienic and well groomed

Impression Makers or BreakersBe in the momentAcknowledge immediately Be friendly first

Service WinnersThose with a positive attitude and cheerful outlookThose who genuinely enjoy working with and for other peopleThose with the ability to put the customer center stage.Those who view their job primarily as a people-focused professionThose who can allow customers to be righteven when they are not!

Cashiers are the face of your brandyour salespeopleMenu knowledgeSpeed/accuracyCustomer service basics: Smile Eye contact Proper greetingSelling skills

and one that is not always correctable.Poor service makes a serious and lasting impression on guests

two offenses that upset customers

Waited too long to be acknowledgedUnfriendly serverWhen Guests ComplainListen without interrupting ApologizeAsk what you can do to fix the situationThank the guestsCorrect the situationDocument and discuss

Walkers vs. TalkersWalkers leave and never returnTalkers care about your business

Guest FeedbackThe attitude of a restaurants staff is as, if not more, important than the food they serve.Service is relatively more important than the food to have a good dining experience.

Recent Employee FeedbackRosita is over the top she is reliable, dependable and takes care of high volumes of people going through the checkout line in the Spice. She is also truly kind and displays friendliness in a variety of ways and times.

The ladies behind the counter are very pleasant and efficient. Sometimes it appears as if that person is just standing there and they could be waiting on me; but if you look closer youll see they are constantly lifting heavy items, working over a hot stove and going their best to serve the many customers that come their way.

I take the initiative to smile and thank them and comment on a dish that is particularly goodafter all, they do a great service by preparing our food, making our lives simpler. Golden Rules of ServiceDo unto others as you would have them do unto you.Thank each and every guest: 1) for waiting, 2) for their businessMake the guest feel they are always right Use good mannersCorrecting mistakes immediatelyGiving more than expectedNever accept mediocrityThe difference between ordinary and extra-ordinary is a little extra.Commit to doing simple things in an exceptional way

Customers make or break usThe customer is the most important visitorHe is not dependent on us we are dependent on himHe is not an outsider in our business he is part of it.We are not doing him a favor by serving him he is doing us a favor by giving us the opportunity to do so.