Service - Hospitality

Some Thoughts On My Dinner Tonight

Posted on Oct 5, 2009 in Service - Hospitality by Jeffrey Summers 0 Comments

Crazy dinner tonight. Here’s what wasn’t learned. It’s the list you make when everything that can go wrong did. I sat back and wondered, how can so much go so wrong, and yet the staff and operator think that everything is just fine? Is there so much business that they’re banging down the door to get in? No. So what’s the deal? Simple. No one cares to be better. Take a look.

• All servers should be taught to write down orders no matter how much they think they will not forget because they have “memories like an elephant”!
• Apologize for mistakes, but once you say “I’m sorry” for the 5th time, maybe something else is going on?
• Teach your servers to ASK FOR HELP BEFORE THEY GET IN THE WEEDS!
• Do not expect a server to be able to provide an awesome experience for guests, if they have never seen what one looks like! (Especially if you did not show them one during their training!)
• Manage your shift changes better! You lose more guests during this time than any other.
• Work less, entertain more!
• Scheduling is not about your P&L. It is about providing a great guest experience from the time you open – to the time you lock the doors!
• If you (manger/operator) are going to work a staff position, do not go back into a GVA (guest viewing area) dressed like you just fought a war!
• You should be running “silent kitchens”.
• Have I said, “Train your staff!” yet?
• Make plates eye appealing!
• How many guests does it take to make a rush? One!
• Shoot the next manager whose server asks me, “Do you need change?”
• Never make eye contact with a guest and not speak!
• Stop walking by my table as if you have nothing to do and not prebus or refill my drink, or any of another million things.
• Don’t yell,” Have a good night and thanks for coming in”, while you are 15 feet away and not even looking in my direction.

Tags: guest loyalty, Service