Nine Attributes of Noteworthy Service Chapter 1 Highlights

The Goal in Noteworthy Service: p The quality of the service should be as important as the food. p To entertain a guest is to be answerable for his happiness so long as he is beneath your roof. Anthelme Brillat-Savarin, 1825

Noteworthy Service is service that: 1. Is Welcoming and Friendly 2. Is Knowledgeable 3. Is Efficient 4. Communicates Effectively 5. Encourages Trust 6. Is Well Timed 7. Is Flexible 8. Is Consistent 9. Exceeds Expectations

#1 Welcoming, Friendly and Polite Service Sends message to guests that they can relax. p Friendly from beginning to end p Considers all needs of guests. p Good manners let guests know what to expect. p

#2 Knowledgeable Service p Demonstrates knowledge of ingredients, preparations and presentations p Shares the items not on the printed menu. E. g. daily specials p Answers the questions the guest really want answered. n E. g. Spinach & Goat Cheese Quiche

#3 Efficient Service p Staff works at a pace that tells guest they are on-task but not frantic. p Flatware mis-en-place p Proper equipment and proper use of equipment p Cooperative attitude

#4 Service That Communicates Effectively p Server “reads” the table p Shares information appropriately p Adapts to the guest’s style p Makes recommendations that enhance the guest experience

#5 Service That Encourages Trust p The guest needs to feel secure. E. g. Coffee vs. Decaffinated Coffee; Garlic or Nuts

#6 Service That Is Well Timed Anticipating the needs of the guest in the guest’s time frame p Follow a “sequence” of service n Proper timing on refills of drinks and bread n Bring all items needed at the same time p

#7 Service That Is Consistent p Consistency brings repeat business p The guest should be sheltered from “bumps” in the business n late deliveries n missing staff n broken equipment

#8 Service That Is Flexible p Service should be organized and standardized where possible BUT…… accommodate special requests n avoid breaking into a conversation n