Special Service Challenges

 Operate with a service recovery strategy in mind handle the problem handle the guest’s perception of the problem

Exceed Guest Expectations  Many restaurants companies claim that their managers “touch” 100% of the tables  When was the last time a manager visited your table?

Exceed Guest Expectations  At RKR, we have two objectives: 100% table contact Be real, not a robot

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

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

Guest Complaint  From a Server’s point of reference  Anticipate guest’s 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

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

RKR Guest Complaint Model The “Nevers”  Give Excuses  Argue  Ignore  Blow Out of Proportion

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

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

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

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

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

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

What if an Accident Happens?  When Recording a Food Poisoning  Don’t Apologize Say that food made them ill Suggest symptoms Offer medical advice

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

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

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

Drunk Guests  Don’t 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

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

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

Famous Guests  Privacy or Limelight  Be as consistent in service as possible

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

Don’t call me, Mrs. Jones  Offer the guest privacy where you should. Don’t assume I am Mrs. _______ Don’t share the name or information of a call, just indicate that the guest has a call

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!