1. Quality Service “What everyone should know” To run a successful Operation

2. “What quality Service is and what all of us need to do about it”  Quality Service is a continuous effort to provide positive guest experience  It is the foundation of all effort to the guest satisfaction  It is a TEAM effort to achieve the ultimate goal: positive dinning experience

3. Quality Service  Is both Tangible and intangible  Is spoken and unspoken actions  Is valued by both the employee and guest  Develops “Good Will”  Increases sales  Creates a happy work environment  Displays professionalism  Increases TIPS  Creates self worth  Is a stable standard of quality

4. Quality Service: Tangible  Result of direct contact  Result of meeting customer needs  Result of people skills of server and management  Is a measurable component of concrete actions  Can be openly expresses for approval

5. Quality Service: Intangibles  Is an impression by guest or server that can not be measurable  Often over looked by server  Often never expressed  Can be rarely identified  Unspoken expectations  Assume the worst or the best: never assume!!!!!

6. Who are your customers  Two types of customers: 1. External: those people who live and work outside and apart from the service providing organization. 2.Internal customers: those that you work with or have a close relationship with that have something to do with you doing your job

7. External Customers  All ages, ethnicity and sex.  Have no control over views on food service perception  No idea on accepted and unacceptable preceptions  They chose to be there, you must recognize their value and perceptions  Meet or surpass their standard  Display concern by being a tentative to their needs  Check often  Observe body language  Genuinely display concern

8. Internal Customers  Know by name  Know what function they do  Know the expectation standard  Provide consistent service  Aid when needed  Have common goal: customer  Is a member of the Team  Do what is necessary to make a success happen  Honor all requests  You are there to be successfull

9. Quality Service is:  The ability to meet or exceed consistently external and internal customers,needs,wants, expectations involving procedural and personal encounters