Special Service Challenges - PowerPoint PPT Presentation

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Special Service Challenges

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Special Service Challenges Chapter 10 Highlights Special Service Challenges Operate with a service recovery strategy in mind handle the problem handle the guest s ... – PowerPoint PPT presentation

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Title: Special Service Challenges


1
Special Service Challenges
  • Chapter 10 Highlights

2
Special Service Challenges
  • Operate with a service recovery strategy in mind
  • handle the problem
  • handle the guests perception of the problem

3
Manager Contact with the Table The Table Visit
  • Read the Table / Establish Rapport
  • Introduce Yourself
  • Make a SPECIFIC Inquiry
  • Make a Positive Comment
  • Express Appreciation

4
Manager Contact with the Table Table Visit
Nevers
  • Intimidate
  • Appear Phony
  • Appear Uninterested
  • Appear Overbearing
  • Ignore
  • This model used with permission, from Chuck
    Keagle, The C C Organization

5
Guest Complaint
  • From a Servers point of reference
  • Anticipate guests complaint
  • Tell manager if you perceive a problem with a
    guest
  • Be sure it is worth charging the customer
  • you might lose them as a regular guest

6
Ways to Recoup from a Customer Complaint
  • Say you are sorry
  • Actively listen (They are your whole world)
  • Make things right
  • Make it up to them
  • A promise is a promise!
  • Be accurate and give away what you need to!
  • Check Back - Did you fix it?

7
RKR Guest Complaint Model
  • Repeat the Complaint / Actively listen to problem
  • Apologize
  • Encourage Full Disclosure
  • Empathize
  • Positive Action / Ask what they want you to do
  • Express Appreciation
  • This model used with permission, from Chuck
    Keagle, The C C Organization

8
RKR Guest Complaint ModelThe Nevers
  • Give Excuses
  • Argue
  • Ignore
  • Blow Out of Proportion

9
Guest Complaint
  • If guest is uncomfortable with temperature or
    lighting
  • Check to be sure they are at agreed settings
  • Move guest as needed

10
Guest Tastes Wine and Refuses It
  • Offer a similar substitute from different
    producer
  • If the wine is bad then you may have a case of
    bad wine. (You get supplier credit)
  • If the wine is good you can pour it off for Wine
    by the Glass or Staff Tasting
  • Server verses Manager fixing the situation

11
What if an Accident Happens?
  • Minor spill - use napkin and clean it.
  • Always attend to the guest first!
  • Dry Cleaning bill
  • On Managers Card - date, article of clothing
  • Record in log book

12
What if an Accident Happens?
  • Accident Report
  • Name of guest
  • Date and Time
  • Description of area - photos if possible
  • Name of staff involved

13
What if an Accident Happens?
  • Food Poisoning Report
  • Name of guest
  • Date and Time
  • Description of what they ate

14
What if an Accident Happens?
  • When Recording a Food Poisoning
  • Be sympathetic
  • Tell them you are sorry they are ill
  • Get the form to manager ASAP
  • Get as much info as possible

15
What if an Accident Happens?
  • When Recording a Food Poisoning
  • Dont
  • Apologize
  • Say that food made them ill
  • Suggest symptoms
  • Offer medical advice

16
Procedure for Reporting a Food Poisoning
  • contact manager/owner
  • speak to chef and maitre d
  • speak to any staff who spoke to guest
  • collect, label and refrigerate food
  • reproduce guest check
  • check menu mix and table numbers of food item
    sold
  • Call Board of Health, Insurance
  • Call guest

17
Rowdy Guests
  • Manager speaks to host of party
  • Decide which guests you want to be regular
    customers

18
Drunk Guests
  • Post Liability of over consumption
  • You are responsible to be sure guests leave in
    safe condition

19
Drunk Guests
  • Dont touch or embarrass a drunk guest
  • Get the guest on your side if you can
  • Feed them
  • Separate the drunk from their friends or use
    friends when needed
  • Complimentary food if necessary
  • Record in log book

20
Cell Phones and Pagers
  • Turn down the volume
  • Request they use them in lobby if needed

21
Electronic Toys andOther Kid Issues
  • Turn down the volume
  • Crayons and other noiseless distractions
  • Flatware on the table, tied down as needed!

22
Famous Guests
  • Privacy or Limelight
  • Be as consistent in service as possible

23
Pets
  • Inside - Seeing Eye Dogs
  • Other dogs in outside café settings
  • Biscuits and water?

24
Dont call me, Mrs. Jones
  • Offer the guest privacy where you should.
  • Dont assume I am Mrs. _______
  • Dont share the name or information of a call,
    just indicate that the guest has a call

25
Summary
  • Have procedures for all the following issues
  • complaints, accidents, food poisoning, drunks
  • Role Play to be sure staff is ready
  • Record anything unusual each and every day!
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