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Restaurant Staff Etiquette HTH
Transcript of Restaurant Staff Etiquette HTH
Restaurant Etiquette Skills
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
Etiquette = service
service = happy guests
happy guests = making money = happy you
happy you = making more money = happy employer
happy employer = everyone benefits!
Level / Expectations of guest
Standards / Vision / Procedures
Property lay - out
Social & Cultural responsibilities
Cultural differences, (USA vs EU vs UAE)
happy staff = happy guest = happy revenue
Tom Aikens*, London
This class could help you to get a better
grade during your practicals and your
This class is part of Basic Skills
and your practical block
What's the difference?
Soldaat van Oranje
Making the guest happy:
menu / explaining the menu
serving and keep serving !
Skills and knowledge
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?
"It's about standing up straight,
looking straight at the customer
Mr. Philip Newman-Hall
Le Manoir aux Quat'Saisons**, UK
Eye contact and body language comes with confidence
Confidence comes with knowledge
Fellow team members
- repeating customers wishes
- genuine smile
- calling customer's name
Source: research by Dr. Michael Linn (Cornell), Philip Newman-Hall