1. “MBWA” MANAGE BY WALKING AROUND
Presentation By:
John G. Paul, CCM

2. DINING ROOM MBWA BASIC DINING SUCCESS STRATEGY
WHAT’S GOING ON IN YOUR DINING ROOM?
YOU ARE THE CONDUCTOR OF THE ORCHESTRA
ALL STAFF FOH & BOH
MONITOR PACE & TABLE MAINTAINANCE
TOUCH EVERY TABLE
DO WE MONITOR RESERVATIONS?
DO WE TRY TO STAGGER RESERVATIONS?
7:30 DINNER CRUSH (FRIDAY/SATURDAY)

3. SERVICE CONCERNS PEOPLE ARE IMPATIENT MONITOR YOUR SPEED OF SERVICE
“They are not in a hurry” ?
1-5, 3-10, 7 – Too long
MONITOR YOUR SPEED OF SERVICE
Are we meeting our ticket time goals?
STAFF MUST HAVE A “SENSE OF URGENCY”
Bar Crowd

4. GOALS FOR SERVICE HOW EFFICIENT IS YOUR SERVICE PERSONAL TOUCH:
RECOGNIZE MEMBERS BY NAME Mr. & Mrs….
3-5 TIMES
KNOW YOUR STEPS OF SERVICE
DO SERVERS SET PACE
WINE & DINERS
FAMILY / KIDS SERVICE

5. HOW DO WE COMMUNICATE FOH & BOH FOH “EYES & EARS” BOH
TEAM / COMMON GOAL = MEMBER SATISFACTION
FOH “EYES & EARS” BOH
WHAT ARE OUR SERVICE / TICKET
TIME GOALS?
FIRING TICKETS
EXPEDITORS or SERVERS ROLE
MANAGER MUST PUSH PACE

6. SERVICE PROBLEMS / FOOD PROBLEMS
SLOW SERVICE
7:30 CRUSH
KEEP MEMBER INFORMED
DON’T RUSH FOOD
KEEP UP COCKTAIL SERVICE
SERVER / MANAGER TEAM WORK
FACE THE FACT DON’T HIDE
FOOD PROBLEM
COMMUNICATE PROBLEM TO MANAGER/KITCHEN
ADRESS MEMBER / “LISTEN” / SOLVE ISSUE
KITCHEN SOLVE PROBLEM
DON’T LOOK FOR BLAME
HOW DO YOU SOLVE THE PROBLEM ?

7. SERVICE RECOVERY STEPS
PROMPTLY OFFER DESSERT
DON’T LET THINGS LINGER
RALLY THE TROOPS
PRESENT CHECK
EVALUATE SITUATION
BUY WINE, COCKTAILS OR DESSERT
WHEN DO YOU COMP FOOD??

8. DON’T LET PROBLEM HIT THE STREET
BE SURE THEY LEAVE HAPPY
BUY DRINK / DESSERT / COMP??
CONSUMER GOOD EXPERIENCE
TELL 6 PEOPLE
CONSUMER BAD EXPERIENCE
TELL 27 PEOPLE
OLD STAT NOW SOCIAL MEDIA
LONG RECOVERY TIME
Member / Committee / Board

9. FOCUS ON THE POSITIVE DON’T LET A BAD NIGHT DRAG YOU DOWN
EVALUATE ISSUE / DO BETTER NEXT TIME
RECOGNIZE STAFF EFFORT
KEEP UP STAFF MORALE

10. PRIVATE CLUB CHALLENGE
PROBLEMS ARE BACK THE NEXT DAY
MAKE THEM HAPPY NEXT TIME
DO SOMETHING SPECIAL
90 % MEMBERS UNDERSTANDING EASY GOING
SOME MEMBERS YOU WILL NEVER MAKE HAPPY, CRONIC COMPLAINERS
MAKE THEM YOUR CHALLENGE
LISTEN TO THEM / SPOIL THEM
WIN THEM OVER

11. MANAGERS CHALLENGE KEEP OUR MEMBERS HAPPY FORMULA FOR SUCCESS
GOOD FOOD/ FAIR PRICE / SERVED IN A TIMELY MANNER
GOOD LUCK!!!!!