Download Restaurant Basics: Why Guests Don't Come Back...and What You by Bill Marvin PDF

By Bill Marvin

An easy-to-read, entire, common-sense examine eating place carrier from the guest's viewpoint. is helping educate the main points of excellent carrier, enhance significant center administration education and determine definitive working guidance that improve carrier. Explores the actual technique during which shoppers shape their critiques of eating place provider. presents a aggressive virtue for restaurant operators.

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Extra info for Restaurant Basics: Why Guests Don't Come Back...and What You Can Do About It

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Calling a guest by the wrong name Nothing is sweeter to someone than the sound of their own name. At the same time, using the wrong name is rude and disturbing. Make it a game to get to know the regulars. Use their names often ... and correctly. Insincere smiles A smile with no feeling behind it is worse than no smile at all. When you create as positive an atmosphere for your staff as you do for your guests, smiles become natural and spontaneous. Sitting down on the job We all get tired, but you can never take a break when you're on stage.

It may be in the bar or just a spot in your waiting area. This offers one more chance to sell the wait, offer drinks or appetizers and reinforce your commitment to guest service. Free beverages during the wait I remember when the Pacific Café opened in San Francisco. It was out toward the beach, in a not particularly prime neighborhood, and the weather was often cold and foggy. It was a small restaurant and had no place inside for guests to wait. One night shortly after they opened, the manager saw a waiting line extending down the sidewalk.

Be sure they know how you want the place setting put down and that they do it that way consistently. Since bussers reset tables in view of your guests, watch their moves and do a little choreography if necessary. Train them to handle silverware only by the handles and to handle glassware only by the stem or the lower third. Never let them put their fingers in the glasses! Tabletop that is not picture perfect Particularly if service is slow, guests may find themselves with nothing to do but study (and critique) the tabletop.

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