Σέρβις - Εξυπηρέτηση - Service (8)

Definition of "service" according to Webster: To work for. To minister to. To set on a table for a meal. To manage or work. To deliver or transmit. The Problem: Webster never worked in a restaurant or took care of "our" guests.

• The definition of service

• "The manner in which the customer is treated."

If you think we are in the restaurant business, you are wrong! We are in the business of retail sales. We manufacture a variety of products and merchandise in our kitchen and bar. Then, we offer it for sale to
customers in a display service area known as counter tops, tables, and dining rooms. Unlike most retail operations, such as department stores, our product has a limited shelf life, due to potential spoilage. 

There is a greater sense of urgency for selling, moving, and serving our products. Our Restaurant is not merely a place to eat or drink, but rather a building designed to accommodate, facilitate, and promote the retail sales of food and beverage to customers through service. We provide service as a way of making sales to our guests.

• To Serve Is To Sell

1. You don't buy coal; you buy heat
2. You don't buy circus tickets; you buy thrills
3. You don't buy the paper; you buy the news
4. You don't buy glasses; you buy vision

• You don't buy dinner; you buy sales and service

• The difference between a restaurant and other retail sales organizations

1. In a restaurant, we manufacture AND sell our product under the same roof.
2. In a restaurant, we know our guests are here to buy, not browse (no one comes in to try on the goulasch).
3. In a restaurant, our guests may return as many as two times a day (lunch, and dinner). Although this is unlikely, someguests may be regulars, day after day. No one buys the same shoes, pants, or socks three days in a row.
4. Department stores provide service. Restaurants provide hospitality: a warm feeling from feeding both the body and the soul.
5. More entertainers open restaurants and bars than department stores. Why? Because this is showbiz!
6. Our function as a Restaurant is to acquire and maintain business, toturn casual customers into loyal, repeat guests.

•  Five basics of service excellence

1. Look at me.
2. Smile at me.
3. Talk to me.
4. Listen to me.
5. Thank me.

• Remember, every restaurant owes its existence to its customers.

When a customer forms an opinion of any food establishment, service and food presentation stand-alone. No matter how beautiful thesurroundings or how delicious the food; poor service will certainly ruinthe entire dining experience.

When developing good service, promote these qualities: promptness, courtesy, good manners, enthusiasm, and teamwork. In short, project a professional attitude. Unless you attain this goal, you will not be able to provide the high quality of service we expect here in the Restaurant.

Each time you service a table; our reputation rests in your hands. You have the power to influence the opinion of those people. If they are happy with you and your service, they will probably return. They may also recommend the restaurant to their friends. However, if they are not happy...

In order to be properly efficient, service people must be constantly aware of their customers' needs. Anticipate what they will want. Learnto read expressions and body language. If a customer is frantically rubber necking, waving his arms, or nodding, chances are he needs something. The more he must ask for service, the less enjoyable his evening will be. The tip he leaves you will reflect his feelings.

You will be trained, by our most experienced qualified people. The more attentive, enthusiastic, and patient you are, the sooner you will develop the work habits which make you an excellent server, capable of taking great care of our guests and be rewarded financially too.

Servicing the public, in any business, requires a vast amount of humility and patience. Always maintain a friendly, but professional attitude.

If you need help, ASK FOR IT.  Even if you become an excellent server, there will be times when you will get behind. Haveenough consideration for your customers, and the house, to get assistance

WHEN NECESSARY. Remember - Teamwork - no businesscan survive without it. We have provided you with a service manual. Init we have outlined some helpful suggestions to make your job here
more profitable and enjoyable. These are the tools of your trade. Use them wisely and they will help you prosper.

Arrive on time for your shift properly dressed, with scrubbed hands and nails, pressed shirt, and clean shoes. If your appearance is sloppy, your performance will be sloppy. Your appearance, dress, posture, and expressions broadcast to everyone how you feel about YOU. Take pride in yourself, and others will be proud of you.

Introduce yourself. Customers want to know who is serving them: It is the added personal touch they enjoy. Also, if they have enjoyed their visit, they can request your station again. They might even tell their friends to ask for you. Call parties are the best tippers. In this manner, you can develop a following.


When people go out to eat, they want to relax. They want you to help them decide what to eat, when to order, what to drink, etc. You are there to fulfill their needs. Don't be pushy; do be confident. Often a
customer is nervous. It is your job to make guests feel comfortable, so comfortable they want to come back.


Don't be afraid of customers. 90% of the people dining out won't notice a small mistake. Be relaxed, but alert, and efficient. Always be in control of a situation. Be strong, yet polite.


Always be yourself. Develop your own tableside manner. Avoid using repetitious phrases or seeming "plastic." Your customers will know you are faking it, and they will resent your attitude.

• Customer service turn offs

1. Dirty plates in hand when greeting customers, "Hi, ready for dessert?"
2. Not knowing what they are drinking, i.e., "I think this is the Diet Coke..."
3. "Discussion Groups" of three or four idle servers. All discussions shouldbe held in employee break area, during approved break period.
4. Not acknowledging waiting guests.
5. Answering the phone with "Hold please."
6. Greeting guests with a number, i.e., "Two?” instead of a smile and "Welcome! Will anyone be joining you for lunch today?"