Delivering the Service Experience - Chapter 7 ; The Food and Beverage Experience
Technique 112
Host Menu Tastings for Staff;
All frontline staff in the hotel should have knowledge of the restaurant menu items. This knowledge is needed in order for them to feel confident in making recommendations and upselling. In this effort, staff should periodically be invited to taste items.
Technique 114
Hang a Mirror in the Service Area;
Hang a full-length mirror in the expo area of the kitchen so that servers can check their appearance throughout their shift.
Technique 115
Identify Congestion Points in the Breakfast Buffet;
Due to the sheer number of guests that dine in the hotel for breakfast, it is the most important meal period for the hotel to get right. In a buffet setting, management should routinely observe where guest congestion is prone to occur during the buffet experience. Often, congestion points can be alleviated with better signage, altered buffet layout, and by repositioning certain items.
Technique 116
Improve Efficiency at the Made-to-Order Egg Station;
Often, the congestion point in the hotel breakfast expe- rience is the made-to-order egg station. Typically, this con- gestion occurs because the chef working the station is not properly trained. The chef should be trained to begin heat- ing the saute pans as s/he sees guests approaching the station. In addition, toppings should be finely diced so that they can saute faster. When no guests are in view of the station, s/he can practice his/her flipping speed and accuracy by using a slice of bread in the pans. S/he should also be well stocked with both egg whites and egg substitutes because the demand for these items is increasing as baby boomers age. A well-trained chef should be able to prepare three orders simultaneously at the station (always keep a fire extinguisher at the station).
Technique 117
Improve Efficiency at the Belgian Waffle Station;
A common congestion point in the breakfast buffet area is the Belgian waffle station. Substituting the typical waffle irons with irons that can produce four miniature waffles simulta- neously should alleviate some/most of the congestion. Rather than taking a full-sized Belgian waffle (which is too large for most guests who also want to try other foods), the guest can instead take two mini-waffles.
Technique 118
Have a To-Go Breakfast Option Available;
If a guest requests an early wake-up call or asks to get a cab at a time before the restaurant opens, offer a bagged breakfast that can be made up the night before. Items in the to-go break- fast bag might include a muffin, breakfast bar, apple, bottled water etc. This to-go breakfast does not have to be complimen- tary; this gesture of goodwill goes a long way.
Technique 119
Offer Customizable Chef Hats to Children;
Rather than standard coloring sheets, the restaurant should instead have paper chef hats for small children that can be colored and decorated.
Technique 120
Offer Origami Kits to Children;
Rather than standard coloring sheets, the restaurant should instead have origami kits for elementary-aged children.
Technique 121
Let Small Children Play with Dough;
If the restaurant uses bread, pastry, or pizza dough in any recipes, small children should be offered a small piece of dough on a paper plate that they can play with while waiting for meals.
Technique 122
Inscribe Surprise Messages Inside Coffee Cups;
The inside of some of the restaurant’s coffee cups can be randomly inscribed with messages such as “We hope that you are enjoying your stay!”
Technique 123
Use Strong Language When Greeting Restaurant Guests;
Restaurant greeters should never use the word “JUST” when verifying the number of guests in a dining party. If there are “just” 1 or 2 people, the word diminishes the worth of the diners who are present. Welcome all equally.
Technique 124
Extend VIP Invitations to Valued Guests;
If a local is dining in the restaurant, invite him/her to be a VIP at an upcoming menu tasting or wine tasting.
Technique 125
Play Peek-A-Boo;
Servers should be trained that one tactic that can be used to bring a smile to a baby’s face is a quick game of peek-a-boo while visiting the table.
Technique 126
During busy breakfast periods, often tables cannot be turned because there is a lag in bussing, cleaning, and reset- ting them. Bussers should be staffed heavily, bussers should be compensated well (maybe through a tip pool), associates from other departments should be cross-trained as bussers, and ample supplies should be on hand for table reset. Often, when associates from other departments aid in bussing and reset- ting, they are so poorly cross-trained that their help is ineffi- cient and can even get in the way. Furthermore, the breakfast restaurant supervisor or manager should have a laminated checklist of all table resetting supplies and should check the par levels of all of these items before a shift begins.
Technique 127
Have a Children’s Treasure Chest Available;
Treat the child guest with a treasure chest of toys. The hotel does not have to spend a lot of money on the toys; they can be from the dollar store or similar. Let the child pick a toy from the chest. The child will be happy and excited and the adult guest will be very appreciative. This is an excellent and inexpensive way to exhibit outstanding guest service at the commencement of a dining experience.
Technique 128
Use Language That Encourages Dessert Upselling;
“Are you too full for dessert?” When a server asks this question it assumes that the guest does not want dessert and s/he wants to turn your table; not a positive ending to a dinner. Instead, servers should be taught to upsell desserts with lines such as “We have fabulous desserts;” “I hope you left room for one;” and “Let me tell you about them.”
Create: Jun 3, 2020 Edit: Aug 13, 2020 Hotel Management
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