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Restaurant Staff Etiquette HTH

Training in etiquette for restaurant staff
by

Roel Brinkman

on 14 October 2015

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Transcript of Restaurant Staff Etiquette HTH

Do's and Dont's
By..
What else?
Let's start!
Grooming
Attitude
Restaurant Etiquette Skills
1 grooming

2 attitude

3 (knowledge)
How?
What??
Why?
re-presenting
and
presenting
your company and yourself

during your work by serving and hosting guests.
Mr. R.A. (Roel) Brinkman
F&B Trainer - Instructor
BUT... DO NOT TRY TO LOOK PRETTIER or SMARTER THEN YOUR GUEST or.......
Approachable or Open

Friendly

Service and
open minded
Etiquette = service

service = happy guests

happy guests = making money = happy you

happy you = making more money = happy employer

happy employer = everyone benefits!
Influences:

Level / Expectations of guest

Standards / Vision / Procedures

Property lay - out

Social & Cultural responsibilities

Cultural differences, (USA vs EU vs UAE)
For who?!
happy staff = happy guest = happy revenue
Tom Aikens*, London
Today's objective:

This class could help you to get a better
grade during your practicals and your
internship
This class is part of Basic Skills
and your practical block
Hair
Jewelery
Make-up
Shoes
Suit
What's the difference?
Soldaat van Oranje
Making the guest happy:

welcome
guiding
placing
SELLING >
aperitif
water
menu / explaining the menu
serving and keep serving !
Diets

Restrictions

VIP treatments

Religions
Chinese
Arabic
Jewish
Indian
American
Skills and knowledge
Guest flow
YOU
From all communication 85% is done non verbal...
A top-notch service doesn't just respond to what they asked for..

They unobtrusively understand you on an intimate level..

They adapt their service to reflect that understanding so that it seems at times that they are reading your minds..
Avoid numbering (ask for a name instead of 'reservation'

If certain procedures do not meet the needs of the guests; CHANGE these procedures!

Avoid robotic phrases such as..
Did you make a reservation?
is everything ok?
"No Problem"
"OK"
"No"
"It's about standing up straight,
looking straight at the customer
and smiling
Mr. Philip Newman-Hall
Maitre D'hotel
Le Manoir aux Quat'Saisons**, UK
Eye contact and body language comes with confidence
Confidence comes with knowledge
Source
October 2013
Business
Company
HTH
Guests
Fellow team members
and yourself
Generate tips:
- repeating customers wishes
- genuine smile
- calling customer's name

Source: research by Dr. Michael Linn (Cornell), Philip Newman-Hall
Knowledge!
Full transcript