Nine Attributes of Noteworthy Service Chapter 1 Highlights

The Goal in Noteworthy Service:  The quality of the service should be as important as the food.  To entertain a guest is to be answerable for his happiness so long as he is beneath your roof. Anthelme Brillat-Savarin, 1825

Noteworthy Service is service that: 1.Is Welcoming and Friendly 2.Is Knowledgeable 3.Is Efficient 4.Communicates Effectively 5.Encourages Trust 6.Is Well Timed 7.Is Flexible 8.Is Consistent 9.Exceeds Expectations

#1 Welcoming, Friendly and Polite Service  Sends message to guests that they can relax.  Friendly from beginning to end  Considers all needs of guests.  Good manners let guests know what to expect.

#2 Knowledgeable Service  Demonstrates knowledge of ingredients, preparations and presentations  Shares the items not on the printed menu. E.g. daily specials  Answers the questions the guest really want answered. E.g. Spinach & Goat Cheese Quiche

#3 Efficient Service  Staff works at a pace that tells guest they are on-task but not frantic.  Flatware mis-en-place  Proper equipment and proper use of equipment  Cooperative attitude

#4 Service That Communicates Effectively  Server “reads” the table  Shares information appropriately  Adapts to the guest’s style  Makes recommendations that enhance the guest experience

#5 Service That Encourages Trust  The guest needs to feel secure. E.g. Coffee vs. Decaffinated Coffee; Garlic or Nuts

#6 Service That Is Well Timed  Anticipating the needs of the guest in the guest’s time frame  Follow a “sequence” of service Proper timing on refills of drinks and bread Bring all items needed at the same time

#7 Service That Is Consistent  Consistency brings repeat business  The guest should be sheltered from “bumps” in the business late deliveries missing staff broken equipment

#8 Service That Is Flexible  Service should be organized and standardized where possible BUT…… accommodate special requests avoid breaking into a conversation

#9 Service That Exceeds Expectations  Consistency with a little extra Use the guest’s name Entertain a child Complementary Item

Noteworthy Service is applicable to all eateries  Diner/Family style  Bistro  Quick Foodservice  Fine Dining