2. Final Exam: F&B Management 61247 PROMOTING A RESTAURANT Tuesday 19 December 2006 08:40 Place: to be announced..

3. Service methods PROMOTING A RESTAURANT Table service Assisred service Self service Single point service Specialised service

4. Symptoms of Potential Customer Relations Problems PROMOTING A RESTAURANT Increasing number of complaints generally. Increasing number of complaints about staff. Increasing number of accident. Regular mistakes by staff in order. Customers arriving without previous booking’s being noted

5. Symptoms of Potential Customer Relations Problems PROMOTING A RESTAURANT Breakages. Shortage of equipment. Arguments between staff. Poor moral of staff. High turnover of staff.

6. Service Timing Considerations GUEST BASED MARKETING Initial Approach Drink order to delivery Appetizer order to delivery Appetizer delivery to main course delivery Dessert order to delivery Check turnaround SERVICE CATEGORYIDEAL RANGE 1-2 min 5-10 min 15-25 min 3-5 min 1-2 min “Performance Review”, a New York hospitality consulting firm has calculated the ideal service timing, and when customers complain about service, based on 40 cafes and fine dining restaurants.

7. Service Timing Considerations GUEST BASED MARKETING The study concluded that: 1. Service can never be too fast, except delivery the main course too quickly. 2. Customer complains rise to significant levels 15 minutes after the ideal range. 3. At the beginning and end of the meal, customers appear to be much less tolerant of delays. The study suggests restaurants to respond immediately to guests at the beginning and the end of the meal and serve the main course carefully.

8. Service Sequence PROMOTING A RESTAURANT Preparation for service. Welcoming the guest. Taking F&B orders. Serving F&B. Billing. Clearing Table.