After completing this chapter, students will be able to: Explain how to obtain an alcoholic beverage license, identify factors to consider when developing the design and layout of a bar, list guidelines for suggesting wines to accompany menu items, | Chapter 10 Remarkable Service Interactions Learning Objectives Explain why the focus is on the guest at all times. Discuss the hiring process of guest-focused employees. Describe how to train for remarkable service. Explain how to create an effective training strategy. Discuss useful training methods for service delivery. Discuss how to empower your employees. Why Focus on the Guest? Everyone has different expectations and requirements for their dining experience. Restaurant personnel must be intuitive enough to quickly determine what a guest wants. Focus on the guest at all times. Build your team and product around what your guest needs for a unified organizational culture. 3 Creating a Service-Oriented Organizational Culture Organizational culture is the shared philosophies, ideologies, values, assumptions, beliefs, attitudes, and norms that tie its members together. Values are preferences for certain behaviors or certain outcomes over others. Norms are standards of behavior. . | Chapter 10 Remarkable Service Interactions Learning Objectives Explain why the focus is on the guest at all times. Discuss the hiring process of guest-focused employees. Describe how to train for remarkable service. Explain how to create an effective training strategy. Discuss useful training methods for service delivery. Discuss how to empower your employees. Why Focus on the Guest? Everyone has different expectations and requirements for their dining experience. Restaurant personnel must be intuitive enough to quickly determine what a guest wants. Focus on the guest at all times. Build your team and product around what your guest needs for a unified organizational culture. 3 Creating a Service-Oriented Organizational Culture Organizational culture is the shared philosophies, ideologies, values, assumptions, beliefs, attitudes, and norms that tie its members together. Values are preferences for certain behaviors or certain outcomes over others. Norms are standards of behavior. Managers must teach a company’s culture to its employees. Hire employees who love to serve. 4 Service naturals are focused on pleasing others and go above and beyond. This is difficult to train, so it is important to find the naturals. Recruit candidates both internally and externally. Take care in screening, and always follow up on references and background checks. Training should include job duties, but also how to interact with other employees and the organizational culture. Creating a Service-Oriented Organizational Culture (cont’d) Hiring Guest-Focused Employees Onboarding is a term often used to describe bringing new hires “up to speed” and introducing them to the culture of the organization through training and observation. 5 Train employees to deliver service in the way the customer expects. Employees need to know the company’s cultural beliefs, strategies, and policies. This will help them make the right decisions and respond to situations. This knowledge gives employees guidelines
