MODULE STEPS OF SERVICE TRAINEE S WORKBOOK

Transcription

1 MODULE STEPS OF SERVICE TRAINEE S WORKBOOK NAME:. DATE:..

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3 INTRODUCTION This training workbook has been designed to be used in conjunction with the 10 Steps of Service Training Video. The video has been divided into 10 sections, namely The Spur 10 Steps of Service The video introduces each section, where after you will participate in a question and discussion session with your trainer. During these sessions it is important for you to take notes and ask your trainer any questions you may have Before moving on to the next section in the video, each trainee will participate in a role playing exercise to ensure that the section is well understood OBJECTIVES Once you have completed this training course, you will be able to: Understand the importance of creating an initial good first impression and how that first impression carries through your entire service procedure. Meet, greet and seat your guest according to the Spur Standards. Inform the guest on specials, unavailables, prices, wines and nibblers on your first visit to the table. Understand why the initial drink is so important. Have a full understanding of the effect your wine service has on your guests. Take the wine and food order according to company procedures. Successfully transport, present, open and pour a wine bottle according to the Spur Standards. Transport glasses correctly as well as serve other drinks according to set company standards. Become familiar with the Spur calling on and off system. Carry 3 plates correctly and place dishes correctly in front of your guest. Understand the meaning and importance of After Sales Service. Recommend desserts and coffees to your guest and know the correct way in which we present coffee and tea to our guests. Understanding the importance of the correct timing and presentation of a bill. Successfully deal with guest complaints according to the Spur Standards. What are the Spur 10 Steps of Service? Step 01 Step 02 Step 03 Step 04 Step 05 Step 06 Step 07 Step 08 Step 09 Step 10 3

4 Step 01 Meeting, Greeting and Seating What is a good first impression? How do we create this impression? At the front door, what must we not do and why? How should we greet our guests? How should we not greet our guests? How should children be greeted at the door? Check the number of guests in the party: Smoking or non-smoking? Taking Charge: Walking: What must we not do when seating guests? How do we hand over menus and wine lists? What do you say if you have seated a table which is not in your bay? Why is it important to introduce the bays waitron to the guests? What do you do if the table gives you a drinks order if it is not your table? What procedures do we follow if the store is running a queue? (If there is a wait for a table) 4

5 ROLE PLAY EXERCISE The group will now complete a role-playing exercise. Your trainer will give you a role play scene setter as a guide and supply you with the necessary props to use. The role-playing is designed to be a fun exercise. However; it is important for you to take it seriously as your trainer will take notes and give feed back to you on your performance. MEETING, GREETING AND SEATING ROLE PLAY CHECKLIST Greeting the guest Was the guest greeted & welcomed? Did the waitron show positive body language? ie. smiled, eye contact Was the door opened for the guest/ did waitron move towards the guests? Check the number of guests in their party Did the waitron ask as to how many they were in the party? Smoking or non-smoking Did the waitron notice the cigarette in the gentleman s hand? Was a statement, ie. Table for 2/4/6 smoking suggested to the guests? OR did the waitron enquire smoking or non-smoking? Taking charge Did the waitron direct the guest to a suitable area of the restaurant? Walking Did the waitron walk at the pace of the guest? Did the waitron make conversation, ie. point out the wet floor? Did the waitron interact with the kids, ie. give them a menu or ballon? Seating Did the waitron ask if the table was suitable? Did the waitron stand back and wait patiently while the guests seated themselves? Was the table big enough for the party? Handing over menus and the wine list Were the menus handed out individually and were the kids/ladies helped first? Did the person taking the guests to the table, introduce the table s waitron? Drinks orders Did the (seating) waitron take the drinks order and pass the order on to the waitron of that particular table? Did the (seating) waitron take the order down in the correct manner? Write it down? Repeat it back? Enquire as to the number of glasses required? Thanked the guests for the order? 5

6 MEETING, GREETING & SEATING MULTIPLE CHOICE QUESTIONNAIRE A GOOD FIRST IMPRESSION MEANS: a) Being fashionably dressed and having a good hairstyle b) The impact or memory you create and leave in someone s mind c) Not smiling when you greet your guests AT THE FRONT DOOR YOU MUST ALWAYS a) Stand with your arms folded and lean against the door b) Turn our back on our customers and ignore them c) Look friendly, have a good posture, always have menus ready HOW SHOULD WE GREET A GUEST? a) Good morning / afternoon / evening/hi, welcome to the Spur b) What do you want? c) Hoezit Okes HOW SHOULD CHILDREN BE GREETED AT THE FRONT DOOR? a) Ignore them b) Shout at them c) Give them an extra warm welcome HOW DO WE HAND OVER MENUS AND WINE LISTS? a) Dump them on the table and walk away b) Give the man in the group the menu first c) Hand each menu out individually, right side up, children and ladies first WHAT DO YOU SAY TO GUESTS YOU HAVE SEATED, WHO ARE NOT IN YOUR BAY? a) Don t say anything, just walk away b) Your waitron will be with you right away. Can I organize you something to drink? c) I don t know who your waitron is but just sit here and she will notice you eventually THERE IS A WAIT FOR A TABLE, WHAT DO YOU DO? a) Tell them that the restaurant is full and they should come back another time b) Make them stand in a queue outside the door and wait there turn c) Take down name and number of guests, assure them the wait wont be long and seat them in the bar area WHEN SEATING YOUR GUESTS, ALWAYS a) Seat them in the smoking section without asking b) Squeeze as many people into a booth as possible c) Check if they prefer smoking or non-smoking, ask if the table is suitable SCORE / 8 6

7 Step 02 1 st Visit To The Table Why is the first visit to the table so important? What is the first thing we do when we meet someone? What else do we do after introducing ourselves to the table? Why must we remove the wine list after taking the initial drinks order? How do we entertain the kiddies at our tables? From the video, what are the things Jodi remembered to do to make sure her guests where comfortable? 7

8 ROLE PLAY EXERCISE The group will now complete a role-playing exercise. Your trainer will give you a role play scene setter as a guide and supply you with the necessary props to use. The role-playing is designed to be a fun exercise. However; it is important for you to take it seriously as your trainer will take notes and give feed back to you on your performance. FIRST VISIT TO THE TABLE ROLE PLAY CHECKLIST Greeting the guest Was the guest greeted in the proper manner, ie. Hi there folks! Welcome, my name is Adam, and I will be giving you great service tonight! Was the waitron smiling and giving off a positive body language at the table? Did the waitron bring the drinks to the table, if previously ordered? Did the waitron offer drinks if no order was previously taken, order written & repeated? Unavailables / Alternatives Did the waitron inform the guests of the items that were unavailable and recommend: An alternative item? Was the alternative suitable? Specials Were the specials pointed out (table talker/ poster) to guests before fetching the drinks? Wine List Was the wine list removed from the table, after the order for drinks was taken? Were the drinks delivered in good time? Were drinks poured for the guests correctly & placed neatly on the table in the right place? Specials Were the specials promoted by the waitron, did they inform the guest of the price?. Kiddies Order Did they offer to take the kiddies food order? Did they inform the kiddies of the in-store activities? Nibblers Were nibblers offered? Were at least 2 suitable products offered & described adequately? Taking orders Were all orders written down & repeated? Were guests thanked for the orders? 8

9 FIRST VISIT TO THE TABLE MULTIPLE CHOICE QUESTIONNAIRE WHAT IS THE FIRST THING WE DO WHEN WE MEET OUR GUESTS FOR THE FIRST TIME: a) Smile, greet the guest and introduce yourself b) Ask Are you ready to order? c) Stand next to the table with your docket book and wait for them to say something WHAT DO WE DO BEFORE WE LEAVE THE TABLE? a) Grab the menus and wine list off the table and leave b) Make sure our guests are unhappy and miserable c) Offer to take a drinks order, inform them of any unavailable items & offer nibblers WHY DO WE REMOVE THE WINE LIST AFTER TAKING THE INITIAL DRINKS ORDER? a) To let our guest know they are not allowed to order any more drinks b) To let the manager know that you have taken care of the table c) To allow another waiter access to the wine menu for their table HOW DO WE KEEP THE KIDDIES ENTERTAINED AND HAPPY AT OUR TABLES? a) Give them balloons, activity sheets and crayons & show them the play area b) Forget to take the kiddies menu to the table c) Tell them to behave when they try and place their order SCORE / 4 9

10 Step 03 Drinks And Wine What are the things that the waiters do wrong at the beginning of the video? Why are the first drinks so important? What is the legal age in SA for a person to drink alcohol and what are the exceptions to the rule? Glasses should always be? When transporting, how should glasses be handled? When placing a glass on the table, always place it? When clearing glasses, how must they be treated? Always ensure that the wine glasses or similar glasses going to one table are of the same? e.g. Before allowing a guest to use a glass, what must we check the glasses carefully for? How and where do we place the glass on the table? Opening Cans and Tins / Pouring Beer: Always pour a glass of wine if guest order by the glass Serving Sodas: Offering 2 nd and 3 rd rounds, when & why? Why should we always serve our straws closed? How do we carry a tray correctly? From the video, can you remember the things Garth does The Spur Way while opening the wine? 10

11 ROLE PLAY EXERCISE The group will now complete a role-playing exercise. Your trainer will give you a role play scene setter as a guide and supply you with the necessary props to use. The role-playing is designed to be a fun exercise. However; it is important for you to take it seriously as your trainer will take notes and feed back to you on your performance. DRINKS SERVICE ROLE PLAY CHECKLIST Checking the glasses Were the glasses checked for chips, fingerprints, lipstick stains. Were the glasses the correct size? Transporting the glasses/bottles Were they transported on a tray? Were they held by the stems? Were they held at the base? Was the wine transported correctly? Announcing & placing drinks Were the drinks announced before they were placed on the table? Were they placed on the right hand side of the guest, above the placemat? Were the straws placed next to the glasses on the R.H.S? Were tins opened & poured for guests wherever possible? Was the wine bottle presented to the host before opening -name announced, temperature checked? Was the wine bottle opened correctly & a taste poured for the host? Was the wine poured correctly & ladies served first? Clearing glasses & tins. Were glasses picked up at the base or stem? Were they cleared on to a tray/ not stacked on the table in towers? 2 nd & 3 rd rounds offered? As empty glasses & tins were cleared, did they offer a replacement drink? Did the waitron offer the guest the drink by name (e.g. coke, passion fruit & water) Ice buckets & bowls of ice Was the ice bucket/ bowl presented correctly plate, spoon, serviette? Was the bowl/bucket placed in a suitable area on the table? 11

12 DRINKS SERVICE MULTIPLE CHOICE QUESTIONNAIRE WHAT IS THE CORRECT WAY TO CARRY GLASSES TO THE TABLE? a) With your fingers in the glasses, four glasses in each hand b) Under your arms and in your pockets c) By the stem or base, right side up or on a tray WHY ARE THE FIRST DRINKS SO IMPORTANT? a) You keep your guests happy and occupied - they start to relax, to sell more later b) You will be able to go for a smoke break before taking their food order c) You will be able to rush their meal and get them out of the restaurant quickly WHEN CAN YOU SERVE A PERSON YOUNGER THAN 18 YEARS OLD ALCOHOL? a) When they are with their buddies who are older b) When they are with a parent or legal guardian c) When they refuse to produce positive identification on your request HOW DO YOU PLACE GLASSED ON THE TABLE WHEN SERVING DRINKS? a) Announce the drink, place it on the rhs of the guest, above the placemat b) Give it to the host, he will serve his own guest c) Put all the drinks in the center of the table and let the guests help themselves WHY SHOULD WE ALWAYS SERVE OUR STRAWS CLOSED? a) It gives the guests something to do with their hands & look at the Spur Logo b) It is hygienic, as somebody will be drinking from the straw c) It is decorative and makes your drinks delivery look nice WHAT IS THE CORRECT WAY TO OPEN AND SERVE WINE a) Open the wine in view of the table & allow for tasting of the wine before serving b) Open the wine in the kitchen and pour without asking the guests permission c) Put the wine and the waiters friend on the table and let the guest open the bottle SCORE / 6 12

13 Step 04 Taking the Order In the video, what was wrong with Natalie s style? How would you respond to such a waiter? How would you respond to Nipho? What is spinning? Write down some examples of orders in the docket books supplied by your trainer (the trainer will give you a Docket page) How do we approach the table to take the order? What question is asked? What is the correct way to take the order? Why do we write and repeat orders? Why is a good menu knowledge so important? What do you do if an item on the menu is out of stock but your guest has already ordered that item? In the video, why did Nipho s order taking go so smoothly? How was Nipho able to help a difficult guest? 13

14 ROLE PLAY EXERCISE The group will now complete a role-playing exercise. Your trainer will give you a role play scene setter as a guide and supply you with the necessary props to use. The role-playing is designed to be a fun exercise. However; it is important for you to take it seriously as your trainer will take notes and give feed back to you on your performance. TAKING THE ORDER ROLE PLAY CHECKLIST Did the waitron ask the guests if they were ready to order? Did the waitron take the kiddies / ladies order first? Did the waitron enquire if the guests wanted starters before mains? Were the orders written down? Were sauces & side orders offered, where possible? Were specific questions asked about the various meals? Was the order repeated back to each guest? Did the waitron check if it was a starter or a main course? Did the waitron ask if the kiddies were going to eat with parents, or did they want their food with the starter order? Was the guest thanked for the order? Was the docket written out correctly starter & mains separated? Was the time written on the docket? 14

15 TAKING THE ORDER MULTIPLE CHOICE QUESTIONNAIRE HOW DO WE APPROACH THE TABLE TO TAKE THE ORDER? a) Tell them to make a decision so that you can serve the next table b) Stand and stare at them while they are trying to decide c) Ask for permission, make suggestions and have a good product knowledge HOW DO WE TAKE THE ORDER? a) Always start with the kiddies / ladies at the table, write down and read back the order b) Demand that everyone order their starters first before ordering their mains c) There is no reason to ask guests specific questions about their order, they will tell you WHY DO WE WRITE AND REPEAT ORDERS? a) You like the look of your own handwriting b) It is a double-checking technique and confirms the guests orders c) It makes you feel important to write things down in front of your guests WHY DO WE WRITE THE TIME ON THE DOCKET? a) To make sure that we get the meals to the table 12 minutes after taking the order b) To check how long it takes before the guests call us back to the table c) To check how long we have to take a break before delivering the meal SCORE / 4 15

16 Step 05 Placing the Order (Calling On and Off) Before watching the video, your trainer will go through some important points and phrases you will need to know before being able to call on and off. Please make notes in the space provided below and don t forget to ask questions if you are unsure about anything! What do the following phrases mean? Can I Call? Off Nothing Going On ] Tell me when I may call Followed by Coming Off General Rules at the Grill, Tex-Mex and Making Section Organize your thoughts beforehand Do not call at the same time as someone else. Wait your turn Never shout when calling Make sure you co-ordinate correctly with the Tex Mex / Making sections so that all your food comes off at the same time. If a table orders together they should eat together. When calling off your food, the griller should show you he is grilling your food, by touching it with the tongs Remember your job is to be the quality controller. You are to make sure the food looks acceptable before you take it to the table. Check the following: Chips and onions are not oily, stacked neatly and contained on the plate Garnish looks fresh Steak / Fish looks appealing and appetizing Plates are clean & presentable Food is hot The order is correct All sauces are served separately unless on a burger, schnitzel, cheddarmelt or otherwise requested 16

17 ROLE PLAY EXERCISE The group will now complete a role-playing exercise. Your trainer will give you a role play scene setter as a guide and supply you with the necessary props to use. The role-playing is designed to be a fun exercise. However; it is important for you to take it seriously as your trainer will take notes and feed back to you on your performance. CALLING ON AND OFF ROLE PLAY CHECKLIST Did the waitron organize his/her thoughts before calling the order on? Did the waitron ask permission to call from the kitchen person Did the waitron call in the following manner: I have off nothing, followed by going on, Did the waitron call the meals in the correct order: Starters 1 st At the grill 1 st Well dones 1 st Others 2 nd Burgers 3 rd Group meals Yellows/Hawaiian, etc Did the waitron ask the griller s permission to call the food on at the Tex-Mex/Making section? After receiving permission to call at the Tex-mex section, did the waitron call in the following manner: I have off nothing, followed by going.. Did the waitron go back within 3/4 minutes to call off: I have coming off,. Did the waitron call off the meal in full every time? Before the food was served to the guests, did the waitron check to ensure that the food quality was of a high standard? 17

18 CALLING ON AND OFF MULTIPLE CHOICE QUESTIONNAIRE WHY IS IT IMPORTANT TO CALL ON YOUR FOOD ORDER IMMEDIATELY AFTER TAKING THE ORDER? a) To make sure the food is fresh b) The sooner you call on your order, the quicker it can get cooked and delivered c) To make sure there are enough chips left at the grill for your order WHY DO YOU ASK THE GRILLER CAN I CALL? a) You are asking him if you may use his cellphone b) You are wanting to know if you can call him by his name c) You are asking for his attention so that you can give him your order WHY DO WE CALL OUR MEALS AT THE GRILL SECTION FIRST, BEFORE THE TEX MEX OR MAKING SECTION? a) Steaks, burgers, chops etc, may take longer to cook than those foods cooked in the other areas. The Griller is the kitchen co-ordinator b) You are scared of the griller c) Guests ordering steaks are more important than those ordering Mexican food WHY IS IT NECESSARY TO KEEP GOING BACK TO THE GRILL TO CALL OFF YOUR ORDER? a) The griller is slow & has a short memory b) You need to keep reminding yourself of what orders you are waiting for c) It is the Spur way of saying, Please give me my food. It is to remind the staff how all food is to be prepared WHY IS IT IMPORTANT FOR YOU TO CHECK THE FOOD BEFORE DELIVERING IT TO THE TABLE? a) You are covering for the griller s mistakes b) You are the quality controller and need to make sure the food looks good c) You have to check there are no foreign objects in the food SCORE / 5 18

19 Step 06 Delivering the Meal In the video, why did Benita s delivering of the order spin out of control? Why did Nipho s delivering of the meal go so smoothly? What are the different setting responsibilities of the waitron What are pre-drops? When should you reset the table? What is the correct way of delivering and placing food? What should you always do before leaving the table, after delivering meals? What is always served with bony food & food eaten with the hands? 19

20 ROLE PLAY EXERCISE The group will now complete a role-playing exercise. Your trainer will give you a role play scene setter as a guide and supply you with the necessary props to use. The role-playing is designed to be a fun exercise. However; it is important for you to take it seriously as your trainer will take notes and give feed back to you on your performance. DELIVERING THE MEAL ROLE PLAY CHECKLIST Did they excuse themselves at the table? Did they place mats neatly in front of the guest? Did they place neatly rolled cutlery on the R.H.S. of the mat? Was the cutlery handled by the handles? Did they ask guests to assist them to pass equipment to other guests? Did they say please & thank-you? Did they refrain from leaning over the guest? Were condiments placed in front (above mat) of the correct guests? On the R.H.S? Were settings, wet wipes, plates, tomato sc. & mint sc delivered to the table, before the meals? Were wet wipes & bone plates placed in front of the correct guest, on the R.H.S? Were the purpose of the extras announced? Was a Quality Control check performed? Did they know what they were delivering? Did they carry the plates correctly? Did they excuse themselves at the table? Did they announce the meals in full on presentation to the guest? Did they place the plate neatly on the table Did they warn the guest about the temperature of the skillet & Hot Rock? Did they inform the guest that the Pepper sc. was on the way? Were items cleared that were not needed on the table? Was the salad dressing and BBQ sauce pointed out? Were the side orders delivered ASAP? Was the ashtray changed correctly? Were more drinks offered/ wine glasses refilled? 20

21 DELIVERING THE MEAL MULTIPLE CHOICE QUESTIONNAIRE WHY IS IT IMPORTANT TO CLEAR THE TABLE OF EMPTY GLASSES AND CANS BEFORE DELIVERING THE MEAL? a) Your manager will fire you if you don t b) You want to give your guests enough room on the table to enjoy their meal c) You want to collect the cans for recycling WHAT IS THE CORRECT WAY OF DELIVERING AND PLACING FOOD? a) Call the guests to the grill wall to collect their food b) Stand at the table & call loudly, Cheese Burger? c) Excuse yourself, announce the meal, warn about hot plates and place the right food in front of the right person WHAT MUST YOU DO AFTER DELIVERING THE FOOD, BEFORE LEAVING THE TABLE? a) Stand and talk to your guests while their food gets cold b) Bend over the table and scrutinize the food on the plates c) Check the ashtray is clean, that all sauces have been delivered with the meals and point out the salad dressing and barbecue sauce WHAT MUST WE ALWAYS SERVE WITH BONY FOOD? a) A medical aid kit incase the guest chokes on a bone b) Wet wipes serviettes, finger bowls (on request) and a side plate for the bones c) Your service cloth for them to wipe their hands on SCORE / 4 21

22 STEP 07 AFTER SALES SERVICE Why is it important to keep children happy? What can you do to make sure kids enjoy themselves? What is the Spur buddies birthday club? What happens on a member s birthday? What does After Sales Service mean? How do we know if the after sales service that we provided during the guest s stay has had a positive influence on our guests? When do we check on our guests meal? What do we say? What do we NOT say? What if the guest just took a bite? Besides the meal, what else are you checking on? How would you clean / change and ashtray? Why is clearing so important? What should we not do when clearing plates from the table? When should one clear the table? How do we clear the table? How do you clear odd-shapes dishes? What is the correct way to crumb or wipe down a table? What do you do if a guest knocks over a full glass on to their table? What do we do with left-overs? What are the 4 Golden Rules of Service? 22

23 ROLE PLAY EXERCISE The group will now complete a role-playing exercise. Your trainer will give you a role play scene setter as a guide and supply you with the necessary props to use. The role-playing is designed to be a fun exercise. However; it is important for you to take it seriously as your trainer will take notes and give feed back to you on your performance. AFTER SALES SERVICE ROLE PLAY CHECKLIST Did the waitron approach the table and enquire on the meal? Did the waitron ask specific questions, e.g. Sir, are you enjoying your T-bone? vs. Is every thing O.K.? Did the waitron check on: Ashtrays? Were more drinks offered? Empty glasses, plates, bowls, tins removed? Did they ask permission to clear the plates? Was clearing procedure acceptable? 23

24 AFTER SALES SERVICE MULTIPLE CHOICE QUESTIONNAIRE WHAT DOES AFTER SALES SERVICE MEAN? a) After your guests have eaten, ask them to pay and leave as quickly as possible b) Clear the table AFTER they have paid the bill c) Provide excellent service throughout the guest s visit clear, offer drinks, etc HOW DO WE KNOW THAT WE HAVE DELIVERED A GOOD AFTER SALES SERVICE? a) Our guests call you throughout their visit to ask you for food & drinks b) Our guests are relaxed throughout the meal, promise to come back and leave a great tip c) Our guests call the manager to their table and complain about you, the waitron HOW DO WE CHECK ON OUR GUESTS MEAL? a) As soon as they have taken their first bite, while their mouths are full b) Wait no more than 2 minutes, offer another round of drinks and ask Are you enjoying your steak, sir? c) No matter what, march up to the table and ask Is everything alright here? WHAT IS THE CORRECT WAY TO CHANGE AN ASHTRAY AT A TABLE? a) It s okay to leave the same ashtray on the table all night b) Slide the ashtray to the edge of the table and then pick it up c) Remove the dirty one by placing a clean ashtray on top and removing both, then replace with a clean one WHAT IS THE CORRECT WAY TO CLEAR AND CRUMB A TABLE? a) Ask the guests to stand away from the table while you wash it down b) Ask permission to remove the plates, clear the plates neatly and efficiently and then wipe down the table discreetly with a clean cloth c) It is okay to leave the papers, crumbs & chips on the table until the guest requests the bill & leaves SCORE / 5 24

25 Step 08 Desserts and Coffees Can you remember from the video what Jodi did wrong? What does Hennie use to aid his selling strategy? On removal of the last main course plate, or 5 minutes thereafter, what do you say to your guest? Why is it important to describe desserts to our guests? When you take the dessert order, ensure that? How do we serve coffee? How do we serve tea? How do we serve Irish & Kaluah Coffees? How do we serve Dom Pedros? 25

26 ROLE PLAY EXERCISE The group will now complete a role-playing exercise. Your trainer will give you a role play scene setter as a guide and supply you with the necessary props to use. The role-playing is designed to be a fun exercise. However; it is important for you to take it seriously as your trainer will take notes and give feed back to you on your performance. DESSERTS & COFFEES ROLE PLAY CHECKLIST Did they ask the guest if they were ready to order? Did they hand each guest a menu? Did they describe the desserts well? Were the orders written down? Were specific questions asked about the various desserts & beverages? Was the order repeated back to the guest? Was the guest thanked for the order? Were clean cutlery settings placed on the table? Were the tea and coffees place down correctly in front of the guests? Were desserts announced on arrival & placed neatly in front of the guests? Did waitron clear items & change the ashtray before leaving the table? Did the waitron check on the desserts? Were coffee refills offered (extra sugar & milk supplied on serving)? Did waitron clear table correctly? 26

27 DESSERTS AND COFFEES MULTIPLE CHOICE QUESTIONNAIRE WHEN DO YOU PRESENT YOUR GUESTS WITH THE DESSERT MENU? a) Wait until they request dessert b) Wait 5 minutes after clearing the table, present the menu and describe at least 2 of the desserts on the menu c) When you check on the main course HOW DO WE SERVE COFFEE TO OUR GUESTS? a) In a mug, ask the guest how many sugars & if you should add milk b) In a chipped cup with sugar and milk c) In a Spur printed cup and saucer, offer hot or cold milk and serve with a teaspoon on the right of the saucer and 2 sugar sachets on the left SCORE / 2 27

28 Step 09 The Bill What are the different names guests use when asking for the bill? When is the bill presented? Who do you present the bill to? What should always be said once the bill has been presented? What are the various forms of payment? What does TIPS stand for? What do you do if your guest doesn t tip? The guest pays, but doesn t leave what do you do? The guests are ready to leave what do you do? 28

29 ROLE PLAY EXERCISE The group will now complete a role-playing exercise. Your trainer will give you a role play scene setter as a guide and supply you with the necessary props to use. The role-playing is designed to be a fun exercise. However; it is important for you to take it seriously as your trainer will take notes and give feed back to you on your performance. THE BILL ROLE PLAY CHECKLIST Does the waitron automatically hand the guest the bill, or do they have to still print it out? Does the waitron present the bill to the person who requests the bill? Did they inform the guest to pay them / the cashier? The waitron picks up the bill folder and money, does he say thank you? Did the waitron return the change/ credit card slip (checks signature)? Did the waitron thank the guest for the T.I.P. suitably? Did the waitron thank them for their visit and invite them back? Did the waitron clear the last bits & pieces off the table? Did the waitron offer more drinks while the guests are sitting & chatting When the guests leave, did the waitron position himself at the door, open the door, say:, Thank you, goodbye & come again soon? 29

30 THE BILL MULTIPLE CHOICE QUESTIONNAIRE WHEN DO YOU PRESENT THE BILL TO YOUR GUEST? a) As soon as you have cleared the table of the main course b) While the guests are eating their dessert c) Only when requested and within 2 minutes of the request being made IF THE GUEST PAYS THEIR BILL IN CASH, WHAT MUST WE DO WITH THE CHANGE? a) Assume it is your tip and keep it b) Put it in the staff kitty c) Return it to the guest in the billfold after ringing off the sale WHAT DO YOU DO IF YOUR GUEST DOESN T TIP? a) Stand in the middle of the restaurant and call them cheapskates b) Take it in your stride and try to improve your service to the next guest you serve c) Sulk & give your next table a bad Vibe WHAT DO YOU DO IF YOUR GUEST HAS PAID BUT DOESN T LEAVE? a) Approach the table and offer more coffee, tea etc b) Approach the table and ask when they will be leaving because your shift is ending c) Ignore them! They will eventually go away; or tell them there are other tables waiting to sit down SCORE / 4 30

31 Step 10 Handling Complaints Handling a customer complaint is probably the most emotionally trying situation you will have to handle. Customers could be unhappy for 101 different reasons. Often it s not your fault and they want to take it our on you, their waiter. As a Spur waitron, it is important that you understand how to deal with complaints in a calm and professional manner. The guest trusts you to make things right! If customers do not complain, we cannot rectify problems that could be affecting the growth of our business. It is important that we know how to deal with complaints effectively and efficiently. Handling a complaint correctly could increase your tip it shows the guests how professional you are! What was the guest in the video unhappy about? What are the possible warning signs of an unsatisfied customer? What do you do if you spot the above warning signs? When handling a complaint, what must you not do? What are the Ten Steps to follow when dealing with a complaint?

32 HANDLING COMPLAINTS MULTIPLE CHOICE QUESTIONNAIRE WHAT DO YOU DO IF YOU SPOT ONE OF THE WARNING SIGNS AT A TABLE? a) Run & tell the manager so he can deal with it b) Leave them. They will call you if need be, they may not really have a problem c) Immediately approach the table, smile and ask Are you enjoying your meals? HOW DO YOU DEAL WITH A COMPLAINT? a) Tell the guest immediately that the problem is not your fault but the kitchens b) Burst into tears and run away from the table c) Listen patiently, apologize and remove the guests plate immediately HOW DO YOU RECTIFY THE PROBLEM? a) Tell the guest they won t be charged for their meal b) Apologise and offer to replace the meal immediately. Offer a complimentary salad c) Poke at and inspect the food at the table while agreeing with the guest that their is definitely something wrong with the meal NOTES / 3 32

33 Conclusion The last word To be successful you need to treat the business as if it were your own. If you practice the above & you do it enthusiastically, you will make money. Enthusiasm is the key. This commodity is something that we all recognize in other people, but have trouble in finding it within ourselves Enthusiasm is irresistible; there is nothing to beat it. It is the only thing that is guaranteed to make people like you. We liken this process to buying an insurance policy. If the guest likes you, they will be much more forgiving should you make a slip while serving them, so take out insurance. You will feel much better about yourself as well. If you are enthusiastic, you will always end up with great guests. It s because you made them that way. The sum total of the personality of our service team is the personality of our business. So please make your contribution to our personality a friendly and enthusiastic one. Remember though, that vibe is no substitute for excellent service. Both go hand in hand. MULTIPLE CHOICE FINAL SCORE /45 33