The learning objectives for this chapter include: Explain the importance of product specifications, list and describe the steps for creating a purchasing system, identify factors to consider when establishing par stocks and reordering points. | Chapter 6 Serving Guests Learning Objectives Define and describe the soft skills of remarkable service. List and perform the steps of service. Explain how to properly maintain tables throughout service. Describe how to present checks and handle payment. Discuss how to handle complaints and other special situations. The Soft Skills of Remarkable Service Empathy Empathy is the ability to put yourself in another’s situation and feel what that person is feeling. Treat the guest as you would like to be treated. Allows you to anticipate the guests’ needs. Remarkable service is the combination of hospitality and service skills 3 The Soft Skills of Remarkable Service (cont’d) Communication Communication is a two-way street. Listening is as important as talking. Be sure that you understand the real question, then give accurate and honest information. Make sure menu information is clearly communicated, without being offensive or “dumbing it down.” 4 The Soft Skills of Remarkable Service(cont’d) | Chapter 6 Serving Guests Learning Objectives Define and describe the soft skills of remarkable service. List and perform the steps of service. Explain how to properly maintain tables throughout service. Describe how to present checks and handle payment. Discuss how to handle complaints and other special situations. The Soft Skills of Remarkable Service Empathy Empathy is the ability to put yourself in another’s situation and feel what that person is feeling. Treat the guest as you would like to be treated. Allows you to anticipate the guests’ needs. Remarkable service is the combination of hospitality and service skills 3 The Soft Skills of Remarkable Service (cont’d) Communication Communication is a two-way street. Listening is as important as talking. Be sure that you understand the real question, then give accurate and honest information. Make sure menu information is clearly communicated, without being offensive or “dumbing it down.” 4 The Soft Skills of Remarkable Service(cont’d) Reading the Table Every guest is different and has different needs. Begin reading the table from the moment you come into contact with the guests. Might be straightforward: A guest pushes away his plate after tasting the food. Might be less direct: A guest looks impatient and is glancing at the door or window. 5 The Soft Skills of Remarkable Service (cont’d) Suggestions, Recommendations, and Upselling To suggest is to offer information without an opinion. Be sure to have accurate information. To recommend is to offer an opinion. Upselling means getting the customer to buy more items or more expensive items than intended. Results in a higher check average Improves guest experience Keeping the guest’s interest at heart is important if you want to use a suggestion or a recommendation to upsell without appearing pushy. It may be a better marketing plan to offer less expensive quality items to provide a lower check average in order for the guests to return more frequently. If guests leave
