C RITICAL M OMENTS Principles of Hospitality and Tourism Restaurant Mgmt. Hotel Mgmt.

A Critical Moment is a time when the customer’s experience makes a bigger impact on customer satisfaction than at other times. There are 11 critical moments!

#1 First phone call to the business- smile when you answer the phone. If a caller must be put on hold, check back with the customer within thirty seconds. All calls should be answered within 3 rings.

#2 First view of the building entrance - it should be clean, swept, in good repair, well-lit, well- marked and welcoming

#3 Interaction with the greeter - polite, friendly, and helpful, not texting etc.!

#4 Wait for a table or a room – customer should be in a suitable place that is clean and comfortable

#5 First moments at the table or in the hotel room – temperature should be appropriate, ambiance pleasing

#6 First encounter with busser and servers – all employees should be courteous and friendly, wearing nametags and uniforms, all should act professionally

#7 Encounter with the manager – Manager should first introduce himself, thank the guest for their patronage and then ask “How may I be of service?” If there is a complaint he should listen and respond appropriately.

#8 Arrival of food- plates should be appropriate temperature, served from the right; food should be served in a timely manner, correct food to correct guests

#9 Visit to the restroom – should be clean, well-lit, well-stocked and working

#10 Presentation of the check or bill – Graciously thank the guest for their patronage, present bill in and take payment; procedure should be handled honestly

#11 Last interaction with the server or front office staff- the Farewell or Goodbye should be pleasant. If a customer leaves with a smile a customer coming in will notice the smile and the mood will be set for a pleasant experience.