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Food and Drink Service Answers to Activities

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Food and Drink Service Answers to Activities Food and Drink Service Answers to activities Similarly, it is helpful to know that there are various degrees of ACTION 1 section 1, p.4 vegetarianism. Some will eat fish, others won't (see page 39). If a customer teils you he or she is vegetarian, you can then ask further Some ofthe statements may have seemed a good idea, even though questions before recommending dishes from your menu. the details are not quite right for your workplace. Others would be totally inappropriate, but you can probably think of restaurants For more on suggesting alternatives, see page 54. where they would be suitable. Follow-up activity In a more formal restaurant, the customersgenerallywant efficient, knowledgeable service without being over-friendly. As the bar Il you are not planning to read section 11 because you do not work in chart on page 5 suggests, many customers expect formal service: counter service, read the industry box on selling ideas (page 87), then around 40% in The Butter Council survey, and 10% are impressed have a go at ACTION 43. by formal service. By comparison, just under 30% expect to be treated as a friend, and 25% are impressed when this happens. Case study - informality not always accepted ACTION 4 section 1, p.9 Recently Forte Posthouses tried a new approach to customerlstaft Top photograph Manyfood and drink operations cater for customers communications. At a selected hotel, waiting staft took lood orders of all ages, and elderly customers do not require any special help. kneeling beside the customers' table, or, ilitwas asingle person dining, But if you are working in a fast food restaurant (where this sat down beside the guest. The idea was that the guest was 'not looked photograph was taken) you might find some elderly customers who down upon'. haven't visited such a place before, and are not quite sure how to order, or do not know that they haveto help themselves to drinking Michael Stevens, Head 01 Forte Posthouses, explained that the new straws, for example. approach had not gone down weil with the more traditional Posthouse guests. Other ways were being examined in wh ich the traditional Try not to sound patronising when you find customers don't know practices could be adapted to attract new customers. 'Communication what is expected of them. is a vital part 01 good customer care.' Centre photograph These customers have special needs because A senior Forte manager, who had joined the company recently, hadn't they are confined to a wheeJchair. The text on page 8 gives heard about the experiment, but recollected a similar experience: suggestions on how you can help. 'TGI Friday's use the "Puppy Dog Technique". The waiting staft have As children they have another set of special needs - they become kneeling stools, or sit beside customers to take their lood and drink bored easily. If the children are with adults, you might suggest orders. I was rather shocked when a pony-tailed young man slid on to some menu items which can be quickly prepared, and offer to bring the bench seat next to me. It was a lew moments be lore I realised he those as soon as they are ready. Some restaurants have novelty was doing this to take my order!' items which are intended to amuse and entertain children. Lower photograph People on their own in hotels, whether they are male or female, in a suite at The Grand in Brighton, where this photograph was taken, or less luxurious accommodation, should be ACTION 2 section 1 , p.5 treated with sensitivity and patience. Notice how this waiter is being friendly, yet taking care not to overwhelm the guest - he What probably struck you about this survey was the high score stands a respectful distance away, given to anything which related to customer skills. Many prefer to eat and drink in their rooms rather than appear alone in the restaurant and bar. Some are talkative - but you can't Further discussion points chat for too long or you will be neglecting other customers. Some Just under 40% 01 customers were impressed by the ofter to hang their are demanding, and seem to be outto make your Iife difficult. Some coat. And lor each 01 the other aspects 01 service, a signilicant number are shy and reserved, and you can make their stay more enjoyable 01 customers lell into the impressed category. Is this because they so with a little warm humour. olten don't get staft who are knowledgeable, helplul, etc.? Why is it that nearly one-in-ten customers don't like their glass being Follow-up activities refilled Irequently? Is it because they don't like leeling pressurised to Ask people you know who have special needs how, in their view, waiting drink more? How can you tell this? staft could do more to help. Alternatively, consider what waiting staft could do to avoid situations like Follow-up activity these - told by Peter Osborne, who is completely blind and his wile Kate, Il your workplace uses customer comment cards (see example on page who is 95% blind. 4). ask your manager il you may look through some 01 the replies. Discuss whatyou could do to makeyour customers' visit more enjoyable. 'Friends 01 ours were celebrating their lirstwedding anniversary. Always the romantic, the husband leaned across the restaurant table to give his wile a kiss, only to burn his chin on a lighted candle.' 'We love gäteau but hate itwhen itcomes on a flat plate with only a pastry ACTION 3 section 1 , p.7 lork - you chop oft a piece, the lork is too small to pick it up. You chase around the plate and the cream splurges everywhere.' Observing, Iistening and thinking are about taking note of, or paying attention to, what your customers are doing and saying. 'Loud music makes it difticult to hear when the menu is read to uso That doesn't mean being inquisitive. You shouldn't deliberately Furthermore, a large part 01 the enjoyment 01 a convivial evening out listen to customers' conversation, for example, but customers do with sighted or unsighted Iriends is conversation.' say things in your hearing which give a clue to their needs. Thereis a wider aspect to knowingwhatyour establishmentoffers. A good knowledge of what's on the menu is important, and you should also be able to advise customers on which wines or drinks would go weil with the various dishes, and what combination of dishes works best. To suggest to a customer that the prawn cocktail would make a delicious first course, and the King Prawns the perfect main course, shows lack of imagination. Answers to activities. ease study - changing views on dress ACTION 5 section 1 , p.1 0 The 5-star Regent International which opened in London in 1993 has no Complaints from customers about waiting staff dress code. 'Not everybody likes to be told you have to do things because that's the rule', Wolfgang Nitschke, the general manager, told 1 Being asked who has ordered what - see pages 39 and 42 for some Caterer & Hote/keeper. 'I believe the client should be happy, and tips on overcoming this problem. whatever makes the client happy I should provide'. 2 Poor wine service - read section 10. 3 No order of service - see pages 40 and 44. 4 Being interrupted - quality service is unobtrusive, so it is ACTION 6 section 1, p.1 2, important not to interrupt customers' conversations, or to keep returning to the table to ask how everything is - this suggests no Hopefully you will never see customers throwing food at one notice is being taken anyway of how the customers are feeling. another in your workplace! At a more practical level, it is quite possible that you will have customers who lose their temper, or S Not being attended to on arrival- see page 37. Remind yourself start having a row with each other in the restaurant. The first rule ofthe statements to do with timing made in ACTION 1 on page 4. of course is to warn your manager. In the meantime, take care not 6 Unfriendly I unhelpful staff- the importance ofbeing helpful and to get involved yourself. friendly was noted in ACTION 2 on page 5. People who argue with each other in public sometimes try and 7 Bread not freshlwarm - purchasing bread is not usually the recruit outsiders to support their point of view: 'Now waiter, responsibility of waiting staff, but if procedures for clearing after wouldn't you agree that that's an absolutely stupid thing to say?' In service are not followed yesterday's bread may get muddled with this situation, waiters - and waitresses! - should give a neutral the fresh supply. Ifbread is meant to be served warm, and it is not, reply, e.g.: 'Well I don't think I can comment, really'. then either the serving staff have forgotten to put it in the hot cupboard, or they have allowed the bread to get cold before taking it to the customers' table. See step 5 of The Fox & Pheasant checklist on page 30. ACTION 7 section 1, p.12 8 Food not cooked to specification - this might indicate a problem 1 Pot pourri The example has been chosen to illustrate what totally in the kitchen, but with some dishes it is the responsibility of unexpected (and amusing)thingscan happen. To avoid embarrassing serving staffto ask how the customer would like the food cooked, the guest - providing he doesn't show any signs of ill henlth - you e.g.
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