I'm working already 20 years in the restaurant business and I think I can say I know how to do it. I'm very easy to manage, but even better if you keep the following things in mind! I guess it doesn't work only for me, but for most of you - so feel free to reuse it!
- First of all: never ever use the imperative. You absolutely don't have to beg but at least ask friendly because I'll do it anyway
- Say what I have to do and try to avoid explaining how to do it
- In 90% of the cases there is a reason when I do something in a different way as usual
- Try to collect as much tasks as possible and give them in one time. It is annoying if you keep giving a new task after I completed the former task. When given the complete to do-list I have (also) an overview and I can combine things and make priorities
- Don't stay immobile watching after giving orders. Help me, do something else or walk away
- Most of times I know what and how to do. If I don't do it immediately I'll see it a moment later or something else has a bigger priority to do
- Don't give feedback when the heat is on
- Give me the chance to work as independent as possible. Just let me do my thing.
- Don't worry, when I need help or don't know anything I won't be afraid to ask
- I'm not blind for the interests of other stakeholders but never ever forget that the guest is the central point in (almost) everything I do!
Today I saw this on a photo in a shop. Unfortunately they are sold in a serie and the individual packages don't show which figure is in it, so I didn't buy it. But I will monitor ebay closely because I really want him !!!
From the Lego site:(*)
“Good evening. May I recommend this fine green plastic bottle with a picture of grapes on it?”
The Waiter is the very model of balance, manners and poise. Perpetually patient and polite, he always knows exactly what drink to serve with each turkey leg, sausage link, or pizza pie his customers order…although it might be because he only has one bottle, and he serves it every time.
There’s just a single thing that rattles the calm of the cool and collected Waiter, and that’s unexpected noises. Something as simple as a hiccup across the room is enough to startle him, and a sneeze once almost made him drop his tray. You don’t even want to know what happens when somebody nearby burps!
Pinterest is a huge source of information and inspiration. So I joined also Pinterest (read: shared my 'private' boards with my alter-ego), so follow me! Click at the image to see my boards.
An interesting story about hospitality:
"On this premises I'd like to tell you a little story that occurred to me a short while ago when I was visiting the beautiful city of Trieste with my wife and few friends. (..)
Our research soon produced a typical trattoria owned by an old couple, with 25-30 seats, husband in the kitchen, wife is in the room - and you immediately notice it. The interiors' decorations, the courteousness were a clear sign of a woman's touch hence we felt at home the moment we walked in. But something weird caught my attention. Sitting at the rounded table set for four people, I noticed something unusual: five chairs for four people…I couldn't figure out why was that and when I looked at the rest of the room I was really intrigued since all the tables presented the same layout. That's not a mistake - I thought - there must be something related to the service."
Read the whole story at Serving is a supreme art.
One of my favorite brands is Illy caffè! I love the promotion of their quality and sustainability, it was a big inspiration for me when I was working as QESH-engineer for a local coffeeroaster. In this interesting documentary you see the fascinating world of Illy Caffè
And if you understand Italian or just want to see some nice images of Florence, Illy has made this movie to promote their 'artists of taste' with the beautiful barista Paula of Odeon Bistro
Blogpost NOT endorsed by Illy
Nowadays everybody nows the "random acts of kindness". Let's translate that to our business and call it "Unexpected acts of Service". It's doing something small that gives joy to the guest (and yourself) so that the service quality experience is higher. And happy guests are returning guests It can be very simple. The secret is looking and listening very careful to verbal and above all non-verbal comunications. The best thing is when you do the act of course unexpected with a smile and when possible walking away without saying anything like nothing happened.
For your inspiration some examples of UAoS:
- Bringing a gluten free dessert when the birthdaycake is coming for a girl (*)
- Looking for some color pencils if you see that those from the guest are broken
- Bringing some wet towels when people have to shake a lot of hands with a condoleance or wedding
- Giving a glass of water when you see that someone is very very thirsty
- Adding some honey if you bring tea to singers
- Bringing a plate with small cookies if you hear that people are discussing who has to take the last cookie
- Indicating the way to the toilet if you see someone looking for it
- Serving grated cheese if you hear a kid complain that there is no cheese on the pasta
- If you see that a guest (almost) didn't eat anyting, ask 'whether you can do something for him' (never:'something is wrong?') or even bring another alternative dish unasked (with possible with sit-down dinners)
The management has to create the opportunities for making the UAoS possible, because some acts might cost some time or other resouces. But the added value is immense!
Do you have other examples of UAoS?