Quint Studer in his important book, Hardwiring Excellence, speaks of the importance of establishing a code of behavior for employee service teams.Â The purpose is to communicate to employees the basic standards of interaction with customers/guest/members and fellow employees.Â Further, Studer expects each employee to acknowledge and commit to the standards by signing a written copy.
With this in mind, here are some basic standards for the food and beverage operations team:
- Arrive on time according to the work schedule.
- Meet all requirements of the dress or uniform code and personal grooming standards.
- Have a complete dedication to customer service at all times; fully and consistently embrace the enterprise’s organizational values and culture of service.
- Maintain a pleasant and positive attitude at all times.
- In private clubs, learn and use member names; learn and act upon their individual habits and preferences by providing personalized service.
- Greet and assist all arriving customers; introduce yourself by first name and let them know you are there to help them in any way possible.
- Provide relevant information to customers, such as location of facilities; walk guests to events or functions when possible.
- Provide special service touches and “wow” factors.
- Interrupt personal conversations at the approach of customers; give them your undivided attention.
- Solve any problems encountered that are within your authority and ability to do so.
- Report any problems you can’t solve to management.
- Maintain the cleanliness and order of your work areas as you go; clean and straighten up work areas prior to departing as a courtesy to the next shift.
- Work together with other staff to provide a seamless service experience for customers.
- Thank fellow workers for their help and assistance.Â They appreciate it as much as you do when you are thanked.
When employees understand and commit to expected standards of behavior and service, customers and other employees have a richer hospitality experience.
Thanks and have a great day!
This weekly blog comments on and discusses the hospitality industry and its challenges. From time to time, we will feature guest bloggers â€“ those managers and industry experts who have something of interest to say to all of us. We also welcome feedback and comment upon the blog, hoping that it will become a useful sounding board for what’s on the minds of hospitality hardworkingÂ managers throughout the country and around the world.
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