Managing the Dining Experience Chapter 9 Copyright 2008 Delmar Learning. All Rights Reserved.

Copyright 2008 Delmar Learning. All Rights Reserved. The Operation of the Dining Room Pleasurable dining experience results in guests’ repeat business –Key in making a restaurant profitable Moment of truth occurs each time a customer comes into direct contact with the people or system – Host is the KEY person in a restaurant’s moment of truth

Copyright 2008 Delmar Learning. All Rights Reserved. The Seven Deadly Sins of Service –A lack of emotion or interest The –Strive to give the guest undivided attention – Responding to the guest’s questions with one-phrase or one-word answers

Copyright 2008 Delmar Learning. All Rights Reserved. The Seven Deadly Sins of Service (continued) –An air of superiority that an individual shows toward another person –Act natural Movements are energetic Speech is cordial toward the guest

Copyright 2008 Delmar Learning. All Rights Reserved. The Seven Deadly Sins of Service (continued) –Not always acceptable –Use common sense Bend the rules when it benefits the guest The –Giving vague answers – Refusing to answer questions by ignoring or changing the meaning of the question

Copyright 2008 Delmar Learning. All Rights Reserved. The Greeting Should be warm and cordial First 30 seconds are critical for the guest –Guests form an opinion: Does the restaurant want or NOT want my business? Determined from the greeting offered by the host

Copyright 2008 Delmar Learning. All Rights Reserved. The Greeting (continued) When the host is at the podium receiving guests, he or she –Should NOT BE Eating or drinking –Should give the guests Undivided attention

Copyright 2008 Delmar Learning. All Rights Reserved. Assigning Tables A correct way of assigning tables ensures that the restaurant obtains maximum income and the guests receive excellent service Taking shortcuts creates problems for –The – –The

Copyright 2008 Delmar Learning. All Rights Reserved. Assigning Tables (continued) Rotation of seating among different stations allows service staff to give guests excellent service Guests request special or different table – Honor the request if possible –If there is a legitimate reason not to honor the request, explain it to the guest

Copyright 2008 Delmar Learning. All Rights Reserved. Forms Needed to Seat Guests Diagram of the tables in the restaurant –The floor plan is placed under a glass top Use a grease pencil to write on the glass – Software programs Chain restaurants with similar floor plans Spread out the cost over many units Computer unit located at the host stand

Copyright 2008 Delmar Learning. All Rights Reserved. Forms Needed to Seat Guests (continued) The – Alphabetized list of the guest’s names with reservations Included on the list: – Names of the guests – Number of guests – Table number they have been assigned –See Figure 9-2

Copyright 2008 Delmar Learning. All Rights Reserved. Forms Needed to Seat Guests (continued) The turnsheet keeps track of – How many guests have been seated at each station –What station should receive the next guest –See Figure 9-3

Copyright 2008 Delmar Learning. All Rights Reserved. Forms Needed to Seat Guests (continued) – Tool that allows the host to know what point of the meal each table has reached – Continuously updated throughout the meal –Gives guests an approximate time of how long a wait –See Figure 9-4

Copyright 2008 Delmar Learning. All Rights Reserved. Forms Needed to Seat Guests (continued) The waitlist –Used for walk-ins Allows the host to seat guests in an organized manner –See Figure 9-5

Copyright 2008 Delmar Learning. All Rights Reserved. Informing Guests That Their Table Is Available Several methods – Loudspeakers announce the names –Bartenders or cocktail servers ask guests for their card When table is ready, the host calls the bar and informs the bartender –A host walking through the waiting area announces the names of the guests they are seeking

Copyright 2008 Delmar Learning. All Rights Reserved. Informing Guests That Their Table Is Available (continued) Electronic devices have changed the restaurant business –Guests receive a pager Vibrates and/or lights up when a table is ready Host never leaves the podium looking for guests – Managers use pagers for instant communication with host – Two-way radio increases seating and sales

Copyright 2008 Delmar Learning. All Rights Reserved. Informing Guests That Their Table Is Available (continued) Keeping the waitlist accurate –Avoids problems in –Aids in planning –See how many guests had to wait for a table –The time the first guest –The average wait time –The longest wait time

Copyright 2008 Delmar Learning. All Rights Reserved. Leading and Seating Guests Host takes into account the age and physical condition of the guest –Host gauges the walk at a comfortable pace Once at the table – Pull out chairs — women first Assist with seating –Open napkins and hand to guests –Distribute menus — women first Open to entrée page

Copyright 2008 Delmar Learning. All Rights Reserved. Communicating Information MUST communicate important information to the guest –Chef’s Creation and prices Area where the host falls short –Brings guests to the table and drops off menus —only to never be seen again

Copyright 2008 Delmar Learning. All Rights Reserved. Communicating Information (continued) Takes drink orders –Tells guests that We value your business We don’t want you to wait for anything Last thing host does before leaving the table is tell the guests the name of their server

Copyright 2008 Delmar Learning. All Rights Reserved. Working the Floor Host circulates around the dining room – Talking to guests – Assisting service staff Key factor in working the floor – Communicating with the guests

Copyright 2008 Delmar Learning. All Rights Reserved. Working the Floor (continued) May involve “getting your hands dirty” – – Serve food or drinks – A vital working member of the staff Final responsibility –Make sure the guests are completely satisfied with their dining experience

Copyright 2008 Delmar Learning. All Rights Reserved. Seating Guests with Disabilities Title III of the Americans with Disabilities Act (ADA) of 1992 requires private businesses to be accessible for guests – Specific guidelines for both new and existing restaurants Type of disability guests have – Dictates their special needs and the consideration that the host gives them

Copyright 2008 Delmar Learning. All Rights Reserved. Seating Guests with Disabilities (continued) Title III requires – Accessible route of travel to get into the dining room –Seating in the least restrictive environment Regardless of disability, the host has to remember that these individuals are as valuable to the restaurant as guests who are not disabled

Copyright 2008 Delmar Learning. All Rights Reserved. The Problem Guest The host must know how to – – Resolve the situation so that the guests feel that the problem is solved satisfactorily –See Figure 9-6

Copyright 2008 Delmar Learning. All Rights Reserved. Reservations Not Honored Happens for a number of reasons –Reservations taken incorrectly –Guests stay past their residence time Regardless of the problem, it is the fault of the restaurant, NOT the guest

Copyright 2008 Delmar Learning. All Rights Reserved. Reservations Not Honored (continued) To solve the problem – Seat the guest as soon as a table is available –Offer an apology for the inconvenience –Offer a complimentary drink, appetizer, or dessert

Copyright 2008 Delmar Learning. All Rights Reserved. Reservations Not Honored (continued) Once the problem is solved –Host needs to identify the reason(s) the reservations were not honored – Adjust the reservation policy so that problems will not occur again Guests WANT to return to the restaurant

Copyright 2008 Delmar Learning. All Rights Reserved. Final Jobs of the Host When guests leave the restaurant –Host inquires about the dining experience –Offers a “Thank You” and invites them back May follow up with a call the next day to inquire about their dining experience –Gives guests a chance to provide feedback without having to do it face-to- face

Copyright 2008 Delmar Learning. All Rights Reserved. The Logbook A book that includes –A record of important happenings of the day Waiting time of reservation The –Used for help in forecasting –An area for messages Helps the restaurant run smoothly and efficiently

Copyright 2008 Delmar Learning. All Rights Reserved. Marketing Your Business A plan or blueprint for the business –Lets management know where the business is at present –Outlines problems and opportunities, identifying strengths and weaknesses –Goals are set and strategies planned, based upon analysis of the strengths and weaknesses

Copyright 2008 Delmar Learning. All Rights Reserved. Marketing Your Business (continued) Will state how the plan will be implemented and executed A budget to help the operation reach its desired goals Criteria built into it to allow management to determine whether the plan is successful Number 1 reason for trying a restaurant – Word of mouth