RESTAURAN

T SERVICE
MASTERY
WHY DO
YOU
NEED TO
HAVE YOU
EXPERIEN
CED THIS
BEFORE ??
WHAT DO
CUSTOME
RS WANT?
 Convenience

SIC REASONS Variety ( product & facilitie

Labor
OPLE EAT Status
WAY FROM HOME Culture / Tradition

Impulse
 Cleanliness of the premises

URRENTLY TREND Quality of service

Quality of food
R CHOOSING DINING Parking & accessibility
CILITY Uniqueness

Various other factors

 77 % of travellers usually or always
reference reviews before choosing a

UEST hotel
53 % of travellers won’t book until
XPECTATIONS they first read reviews.

80 % of travellers read at least 6-12

reviews before booking a hotel
WHY DO
WE
PROVIDE
 The best and the worst type
ORD OF MOUTH of promotion for business
People more trust
BLICITY EFFECT
a “recommendation
from a friend” than advertising
WORD OF
PAST
MOUTH PERSONAL
EXPERIEN
COMMUNI NEEDS
CE
CATION

EXPECTED
SERVICE SERVICE
PERCEIVED GAP
SERVICE
 The average unhappy
guest will tell 8 to 16 people
UEST SERVICE AND and 91% will never return.
UEST RETENTION It’s cost 5 times as much to
get a new guest as it
VITAL cost to keep a current one.

One negative experience is enough to

send our
YEAR AFTER YEAR,
SURVEY AFTER
SURVEY THE
NUMBER ONE
REASON WHY GUEST
WOULD NOT RETURN
TO A RESTAURANT IS
THE FIRST REASON
PEOPLE COME TO A
RESTAURANT IS
BECAUSE OF FOOD
BUT THE REASON
THEY WILL RETURN
OR NOT, IS THE
SO WHAT
SHOULD
WE DO ?
CUSTOMER SERVICE IS
THE NEW MARKETING
SERVI SERVI SERVI SERVI
CE 1.0 CE 2.0 CE 2.0 CE 4.0

FIRST
REPEAT ADVOCA
TIME LOYAL
ER TE
BUYER
THE SERVICE IS
ALL ABOUT
HOW YOU CARE
AND
UNDERSTANDIN
G CUSTOMER
 Sense of sight
Sense of smell
RVICE TOUCHES Sense of hearing

L THE SENSES Sense of taste

Sense of touch
FUNCTIONAL BENEFIT
AND EMOTIONAL
THE RESTAURANT SET AS A STAGE.
WHERE THE MANAGER AS A
CONDUCTOR, DINING PERSONNEL AS AN
 Guest

Property
NEFIT OF QUALITY Stake holder
VICE
When you deliver service, everyone wins Co – Worker

You
AND HOW
WE DONE
IT ?
THE OPERATION CYCLE

MICE EN MICE EN CLOSING

OPERATION
SCENE PLACE DOWN
PREPARATION IS THE KEY TO MAKE THE
RESTAURANT OPERATION
RUNS SMOOTHLY
QUALITY CONTROL

Temperat Presentat Portionin Consiste

ure ion g ncy

Hygiene Accuracy of the Safety

Cleanlin
THE
MOMENT
OFimpressions
First TRUTH are
extremely important, Is all
about our guest perception
EGO
Recognize your customer
GRATIFICA
just like they
Are a superstar
TION
READ YOUR GUEST, AND THINK LIKE A
DEDECTIVE
GET INTO THEIR MIND & HEART THEN
THEY WILL PUT THEIR TRUST ON YOU
SELLING
ESSENTIAL
S
Why did you decide to
make the purchase that
you did?

It’s simple just because

It made sense for you to do so
Be prepared to assist the guests in
making their selections. To say,
everything is good!’ is not helpful.
Use mouth watering description
Explain the food not the recipe
 Timing of dishes

Special requests to cater for

UEST REQUEST health, dietary, religious or
cultural requirements
Personal preferences for meals and
dishes amendments to standard
menu items
to meet individual guest tastes or
 Side Salad

Drink with their preference

INGLE DINER
Alcohol

Special item
 Drink Pitcher

Sharing meals
ARGE GROUP
Dessert to share

Special Events
SERVICE
Always check & Solve
RECOVERY
COMPLAIN
T
IS A GIFT
Turn negative situation to
happy ending
Our happiness is simple, Just to see
smiling face from every guest when they
leave the restaurant