Usachev V.A., Dorogavtsev E.S.

Donetsk National University of Economics and Trade named after M. Tugan-Baranovsky

What is the service? Restaurant service - precious rules.

What is the service in restaurant business? This service of the guests, all package of measures, undertaken in order that our visitors remained are happy. Restaurant service concludes in itself policy of hospitality which means that we treat our clients as to dear visitors at home. It means that we are glad them to see always, and are ready to offer them the best. Guests come to have a rest and good time to us, and we in forces to present them pleasure.

Before attracting guests in the institution, it is necessary to reflect – what purposes they pursue, visiting this or that restaurant, cafe, bar? Why it is simple to people not to go to shop, to buy products and to eat houses? And them moves satisfaction of requirements who can achieve only out of own apartment. Identification of needs of the client - the integral part of work with guests, allows seeing it, how it is necessary to serve this or that visitor. Any worker of the restaurant sphere has to understand these many-sided requirements, after all only in this case he will be able to learn how to attract clients what exactly doesn't suffice to guests that they need to give that they remained are happy and came again and again. Guests want to come there where their desires will be met. Some motives lie on a surface, some aren't so obvious.

It is necessary to understand that the same person can pursue at once some motives. As that for someone is unimportant, for another makes very big sense. Studying and feeling needs of guests, we can give that is necessary for each visitor. Identification of needs of the client - a basis of high-quality service.

Restaurant service is a hospitable service for which it is necessary to seek, following several rules:

• Smile to the guest. Visitors come to lighten to us the mood. The gloomy waiter or the bartender will make it only worse, and the smiling personnel can dispel any negative.

• Communicate with the guest. Be not afraid to ask questions to visitors - many of them very much want to state the wishes and to discuss them with the professional, and, coming across a silence wall, are disappointed in the desires.

• Be ready to offer the help. Guests want to know that the service personnel on their party, and can solve any arisen problem. Each worker of the restaurant sphere has to be a few psychologist to meet the guest and to dispel his doubts in quality of service.

• Consider types of "difficult" clients and types of clients on sales at service.

But it isn't enough of all this for understanding of philosophy of restaurant service. For a complete idea that such service, we have to answer ourselves a question: what in our institution the main thing? These are our guests, and that their service was on the ball, it is necessary to be guided by two basic rules of restaurant service:

Golden rule:

Serve guests as YOU would like that you served.

Platinum rule:

Serve guests as THEY would like that them served.

These rules are really invaluable. That restaurant service was at good level, it is enough to know a golden rule. You treat another as you would like that treated you is a simple rule in which the deep meaning is concluded. If the personnel at service thinks and understand so that such service, considerable part of guests will be happy with service. But if in service to adhere also to the platinum rule - and it means to consider needs of each guest, the individual approach to each visitor - that service will be ideal, so, our profit will grow day by day. Work with clients of restaurant business assumes an emphasis on the principles of customer service, a task and the rule of ideal service. Nothing can be lost sight - quality of restaurant service depends on many details. All these rules are developed and checked in practice taking into account needs of guests. Adhering to them in all cases – irrespective of an institution format – we can be sure that the guest will return to us again and again, and it and is our purpose of work with clients. Service at restaurant, bar, a coffee house, club - the principles same. Let's consider them.

Service at restaurant - that is pleasant to guests:

1. pleasant intonation, voice;

2. smile, visual contact;

3. knowledge of the menu, wine list, services, news;

4. pleasant, tidy appearance;

5. professionalism, the beautiful smooth perfected movements;

6. attention to their presence, to requests and remarks;

7. timely speed of service;

8. well put speech, the thought-over phrases;

9. equally hospitable greeting and farewell;

10. identical attention before submission of the order and after submission of the account;

11. meeting of guests in the doorway;

12. simultaneous with landing of guests menu/wine list giving;

13. replacement of ashtrays after one-two stubs;

14. adoption of the order then when guests just postponed the menu;

15. fast giving of drinks;

16. perfect purity of a table, timely cleaning of dirty ware;

17. fast submission of the account (but return of delivery has to be even faster).

Especially it is necessary to understand that any final mistake can spoil all quality of customer service. It is better to be mistaken in the beginning, than at the end – because there is a chance it to correct and to smooth down. The competent resolution of conflicts with clients is a separate valuable ability. There is a rule that if the guest didn't like kitchen, but service, 80% of probability was pleasant that he will come again. If the guest liked kitchen, but service, 90% of probability wasn't pleasant that he to us won't come any more. In any case, the linear personnel has to know that, the it will be better to serve guests, the it`s tip - the personal income will be higher. It has to become one of the main motivations.