STEVE MARTIN MANAGEMENT COMPANY FOOD & BEVERAGE DIVISION
Restaurant Service Standards
STEVE MARTIN MANAGEMENT COMPANY
Restaurant Service Standards RESERVATIONS
STANDARDS:
1.
Answered in three rings or less.
2.
Gave an appropriate, enthusiastic greeting. "Good afternoon, Wayfarer Restaurant. This is __________, how can I help you?"
3.
Identified himself/herself by name.
4.
If put on hold, permission asked and thanked for holding.
5.
If put on hold, not longer than 30 seconds for guests on hold.
6.
Spoke clearly so as to be easily understood.
7.
Gave his/her undivided attention.
8.
Seemed patient and not rushed.
9.
Sounded friendly and enthusiastic.
10.
Seemed knowledgeable about menu, when asked.
11.
Asked for the reservation.**
12.
Asked for a phone number or place they are staying.
13.
Repeated the reservation information (# of party, time, date & any special requests).
14.
Thanked guest for the reservation.
15.
Used the guest’s name in the conversation.
16.
Gave an appropriate, pleasant parting remark.
** Window or specific table requests are gladly accepted but cannot be guaranteed, but we will always try our best to accommodate guest's requests.
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STEVE MARTIN MANAGEMENT COMPANY
Restaurant Service Standards RECEPTION/SEATING
STANDARDS:
1.
Acknowledged or greeted guest promptly.
2.
Made good eye contact.
3.
Gave an appropriate, enthusiastic greeting. " Hi how are you…."
4.
Used guest’s name in greeting, when possible.
5.
Appeared well-groomed and appropriately dressed wearing a name tag.
6.
Smiled and had a pleasant expression.
7.
Seated promptly or at requested/estimated time. If running late, apprise the guest of its progress.
8.
Walk no more than two paces in front of guest (small talk about Cannon Beach, Ecola State Park, etc.).
9.
Exhibited a friendly manner.
10.
Offered various table options to guests without reservations (all meal periods).
11.
Made guest feel invited and welcomed.
12.
Pulled the lady’s chair out for her (if appropriate).
13.
Presented clean and correct menus and offered wine list.
14.
Removed extra place settings.
15.
Wished guest a nice meal or other appropriate, pleasant remark.
DEPARTURE:
16.
Smiled and made good eye contact when exiting.
17.
Thanked guest or gave a pleasant farewell when exiting.
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STEVE MARTIN MANAGEMENT COMPANY
Restaurant Service Standards SERVER GREETING – FIRST VISIT
STANDARDS:
1.
Acknowledged or greeted guest promptly.
2.
Gave an appropriate, enthusiastic greeting. “Good morning. How are you?”
3.
Appeared well-groomed and appropriately dressed, wearing name tag.
4.
Smiled and had a pleasant expression.
5.
Seemed friendly and enthusiastic.
6.
Made guest feel invited and welcomed.
7.
Requested beverage order during first contact.
8.
Suggested wine by the bottle/premium liquor with all cocktail orders. If not having wine, remove wine glasses.
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STEVE MARTIN MANAGEMENT COMPANY
Restaurant Service Standards SERVER SELLING/ORDER TAKING
STANDARDS:
1.
Returned promptly with beverage.
2.
Suggested an appetizer, if not done on first visit.
3.
Informed guest of daily specials if not done on first visit.
4.
Suggested soup and/or salad.
5.
Offered assistance with menu.
6.
Knowledgeable about menu, specials, preparation, ingredients, etc.
7.
Use descriptive words like, “local, fresh seafood” or “Our oysters are from Washington.”
8.
Know the menu; How is each item prepared? Where does it come from?
9.
We are always able to make exceptions for the guest.
10.
Practice “suggestive selling”. Suggestive selling makes for a memorable guest dining experience and increases the amount of the guest’s check which relates to increased sales and gratuity.
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STEVE MARTIN MANAGEMENT COMPANY
Restaurant Service Standards SERVER/GUEST INTERACTION
STANDARDS:
1.
Acted attentive and checked with guest(s) appropriately.
2.
Offered fresh ground pepper on salad.
3.
Offered fresh ground pepper on entrée, if appropriate.
4.
Offered sauces or condiments before requested. Anticipate guests’ needs.
5.
Checked back on entrée satisfaction promptly.
6.
Two bites in two minutes.
7.
Offered beverage reorders before 1/3 empty.
8.
Always order beverage refills before entrée is served
9.
Kept wine glasses filled appropriately.
10.
Cleared items promptly when table finished or instructed by host.
11.
Maintained a high level of friendly behavior throughout meal. Was attentive without hovering, friendly but not phony, helpful but not pushy.
12.
Appeared to be especially attentive/sensitive to single diners. “Hello, how are you? Dining with us this evening?”
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STEVE MARTIN MANAGEMENT COMPANY
Restaurant Service Standards BUSPERSON/GUEST INTERACTION
STANDARDS:
1.
Seemed active, attentive, and guest-aware.
2.
Seemed friendly and enthusiastic, without being pushy or hovering.
3.
Interacted with guest(s) professionally. Make good eye contact.
4.
Delivered ice water promptly, when half full.
5.
Refilled ice water, coffee, and iced tea, when appropriate and throughout entire dining room.
6.
Appeared well-groomed and appropriately dressed wearing name tag.
7.
Cleared plates and unused dishes when guests are finished.
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STEVE MARTIN MANAGEMENT COMPANY
Restaurant Service Standards AFTER-MEAL SELLING
STANDARDS:
1.
Suggested after-dinner drinks and/or coffee and offered cream. Example: offered specific drinks (Spanish Coffee and a cappuccino).
2.
Presented dessert tray to every table.
3.
Recommended desserts suggestively/described enticingly using descriptive adjectives. Example: “This dessert is to die for!” or “We have two forks!” or “You can take it to go.”
4.
Kept coffee cups filled attentively.
5.
Cleared all unneeded items promptly from table.
6.
Provided proper silver with dessert or prior to delivery.
7.
Maintained a high level of friendly behavior.
8.
Made a final check on satisfaction before presenting check.
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STEVE MARTIN MANAGEMENT COMPANY
Restaurant Service Standards CHECK HANDLING/DEPARTURE
STANDARDS:
1.
Presented check promptly, or when appropriate.
2.
Presented check in clean cover with an appropriate pen. Do not hover, but make yourself accessible to guests for quick payment.
3.
Included a comment card in folio.
4
Picked up currency/credit card promptly.
5.
Check was correct or adjusted according to the guest’s needs.
6.
Returned change/credit card promptly.
7.
Used guest’s name when credit card/room charge used.
8.
Said thank you or gave a sincere expression of appreciation. Example: “Looking forward to seeing you again.” or “Thank you for stopping in, enjoy the rest of your stay with us.”
9.
Made a comment referring to a future visit.
10.
Gave an appropriate, pleasant final parting remark.
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STEVE MARTIN MANAGEMENT COMPANY
Restaurant Service Standards TIMING
STANDARDS:
1.
Greeted by host/hostess/waistaff/bartender/or busser within 10 seconds.
2.
Seated on or before reservation time.
3.
Appeased appropriately if seated over fifteen minutes late. Thank them for their patience. Offered the guest a complimentary cocktail (if applicable) in the lounge.
4.
If busy, acknowledged guests with a greeting and let them know that you will be right with them.
5.
Greeted by server within one minute of seating.
6.
Delivered ice water within one minute of seating.
7.
Took beverage orders within three minutes of seating.
8.
Delivered beverages within five minutes of order at dinner (or two minutes with breakfast and lunch).
9.
Delivered bread service with salad delivery (for lunch and dinner).
10.
Offered beverage reorders when glass approximately 1/3 full.
11.
Presented bottled wine within 10 minutes of order.
12.
Delivered appetizers within 12 minutes of order.
13.
Picked up empty appetizer plates within two minutes of table being finished or instructed by host.
14.
Delivered soups/salads within six minutes of order or six minutes of picking up appetizer plates. Wait until the entire party is finished to clear plates – give fresh plates if appropriate.
15.
Picked up empty soup bowls/salad plates within two minutes of table being finished or as instructed by host.
16.
Delivered entrée within five minutes of previous course pick-up or no longer than 25 minutes total from ordering (45 minutes if two previous courses). Read guest’s needs – some may want additional time between courses.
17.
Made an entrée satisfaction check within one minute or two bites.
18.
Picked up empty plates within two minutes of table being finished or as instructed by host (wait until entire party is finished to clear plates).
19.
Delivered coffee within two minutes of order.
20.
Delivered after-dinner drinks within five minutes of order.
21.
Delivered desserts within eight minutes of order.
22.
Before presenting check – clear table of all used silverware, plates, etc.
23.
Presented check within two minutes of final check-back (with a pen).
24.
Picked up currency/credit card within two minutes of placing on table.
25.
Returned change/credit card within four minutes of pick-up. 9
STEVE MARTIN MANAGEMENT COMPANY
Restaurant Service Standards FOOD QUALITY/PRESENTATION
STANDARDS:
1.
Presentation appealing.
2.
Temperature proper (servers should deliver hot food to guest immediately).
3.
Foods fresh with quality ingredients.
4.
Foods flavorful.
5.
Flavors well balanced.
6.
Portions ample.
7.
Good perceived value.
8.
Prepared as requested.
9.
Do not take food out to any guest if it does not look appetizing (see chef to remake).
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STEVE MARTIN MANAGEMENT COMPANY
Restaurant Service Standards WORK AS A TEAM STANDARDS:
1. Take ownership, own the problem: If you recognize a problem, you own the problem and follow it through to the end. 2. If a guest comes up to you – don’t say someone else will take care of you, take care of them. 3. Under promise, over deliver. Always! 4. Seem helpful and concerned. OUR GOAL:
1. To work as a team. 2. To have fun and sincerely enjoy what we do. 3. To be service oriented in what we do. 4. Make every guest feel special (the customer is not always right, but they are always the customer). 5. Be professional and friendly. 6. Find solutions to problems. Avoid blame. 7. Aggressively going the extra mile for guests. 8. Anticipate a need before the guests ask you a question.
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STEVE MARTIN MANAGEMENT COMPANY
Restaurant Service Standards HANDLING GUEST COMPLAINTS ALL COMPLAINTS ARE OPPORTUNITIES! THE FOUR-STEP FORMULA FOR DEALING WITH A GUEST: 1.
Apologize.
2.
Sympathize (or empathize).
3.
Deal with the problem (correct it).
4.
Thank the guest for registering the complaint with you.
¾
Remember that this person is a human being with feelings and emotions similar to yours!
¾
All employees are empowered to take care of a situation, whether or not a manager is available.
¾
When the guest says their stay was fine, ask them to give you more details. Is there anything we could have done better? Ask for specifics.
YOUR DISPOSITION NEEDS TO BE: ¾ Calm ¾ Self-controlled ¾ Courteous ¾ Sincere
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STEVE MARTIN MANAGEMENT COMPANY
Restaurant Service Standards POSITIVELY CHARGED WORDS & PHRASES
WORDS TO USE
WORDS TO AVOID
Hello/Good morning/afternoon/evening/Welcome
Hi! Two? Can I help (hep) you?
Welcome to… How are you this morning?
Yes? How ya doin’? Yo!
Certainly/Absolutely/Of course!
Uh huh/Okay/Okey dokey
Yes sir/ma’am/I would be happy to/ My pleasure!
Yup/Roger/Yeah/You bet/betcha
Ladies/Gentlemen/Sir/Ma’am
Guys/ Gals/Dear/Honey/Sweetie
How are you this morning/afternoon/evening?
How are ya?/What’s up? (Wazzup)
Please allow me/By all means/May I?
Go ahead/Whatever!
Excellent choice/You’ll really enjoy that
Great/good idea/Cool
How may I assist you? Would you like some ideas?
Can I help (hep) you?
Have you had a chance to study the menu?
Are you ready yet?
Would you like to hear about our specials?
Do you need more time?
Enjoy! Enjoy you dinner?/Here is your…
Here/There ya go/Who gets the…?
Is your steak just right? Are you enjoying the…?
How’s it going? Any problems?
Right away/Consider it done/Great/Certainly!
Sure/Okay/Yeah, right!
I beg your pardon? I am sorry/ I understand…
Excuse me? What? Huh?
Let’s see what we can do about… I’ll take care of it
It’s not my fault/ The kitchen…
Please accept my apologies/Please forgive me
Sorry about that
What I can do is…
No/I can’t do that/Nope
Tasty/Delicious/Fantastic/Fabulous/Featured/Best
Nice/Okay/Fine/Not bad
Our chef’s specialty is… We’re known for… Famous
Very good/You’ll like it
Our most requested item/My favorite/Wonderful
I don’t eat/like… I haven’t tried…
I’ll be happy to check with the chef/I’ll find out
I don’t know/I’m not sure/ I think so
I’m sorry we’re so busy all of a sudden
One of the staff called in sick
May I suggest a… How about… Have you tried our…
Anything else? All finished? Full?
Can I interest you in.. Are you ready for a fresh…
Would you like… Is that it?
How about a homemade… I think you might enjoy a…
Did you save room for dessert?
Thank you very much. It’s been my pleasure.
There ya go. Have a good one!
Have a pleasant evening/Hope to see you again soon
Bye-bye/See you later
Mouth watering/Hearty chowder
We got
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