Service Quality for CrazyWaiters

The regulars on this blog know that I have a passion for Service Quality. Today I had an inspiring talk of Mrs. Quality of the hotel where I work at. Normally I’m not keen on listening to these stories (often they think we’re living in a fairytale where everything is already perfect) but this was a pretty good talk with a lot of passion without closing the eyes for the daily reality. Full of inspiration I collected “everything” I already know in a new presentation :)

You can continue with the Service Pyramid, the Alter Ego eg. Mission, vision and values of the CrazyWaiter and the numerous posts in this category.

You can also click here to go the the Crazy Waiter’s Service Quality knowledge base with a lot of articles about this subject!

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DINESERVE : How to evaluate a restaurant

A restaurant

I already wrote earlier about the SERVQUAL model. This model has been adapted into a questionaire called DINESERVE to see what guest think of a restaurant  (#/*). There are 29 items, each judged on a scale from 1 to 7. DINESERV items fall into five service quality dimensions. Reliability was found to be the most important dimension, followed by tangibles, assurance, responsiveness, and empathy. After the jump you’ll find the questionaire!

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Worthless Waiter!

I’m a worthless Waiter because:

  • without any doubt I put two cups of tea (€ 5,40 each) on the bill when somebody asks for a glass of hot water (twice of course) to use her own top of the bill tea
  • I say almost ‘shut up’ to the Big Brother (8 years old) when the Lovely Little Sister (4 years old) doesn’t dare to anwer when I ask how old she is and what she wants to drink
  • I understand and speak 4, 5 or even 6 languages (depending how you define ‘speak’) but no one perfect, even my mother tongue is getting worse
  • people have to wait when four tables want to pay and four tables arrive at the same moment. And I’m not even having small talk in this situation!
  • I forget the little presents which we have to give to the kids
  • I don’t clear the table when such called travelling-around-people sign with there finger to their empty plate  to say they have finished eating without saying a word. Pff, I’m understanding at least six languages, you bet that they speak one of it
  • I don’t cover the table with napkins, sweets and roses when there’s a famous person or a royal family member (nevertheless unfindable at Wikipedia) is coming… everybody is VIP!
  • I neglect people without any pain when they are wavering or shout Hi!.
  • I’m whistling and singing always in the restaurant. And believe me, I don’t have the X-factor!
  • I always forget to ask whether the guests want an aperitif at the beginning and coffee at the end. Especially when it concerns mystery guests :) Another 2 points lost…
  • And last but not least: I don’t say to English and American guests that my fabulous service is “included” when they tip me very, very well. It’s written in all the travel guides, isn’t it? isn’t it?

But I hope all the other things and sides of me are not that bad….

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The secret pleasure of Four Seasons

Every waiter knows the secret pleasure of a waiter: hearing something that is not meant for you and taking action on it. Once on a hot day I heard a guest on 3 meters distant saying to a friend “Oh, I would die for a glass of water’”. Several seconds later I stood there with it. The water had cost € 1,50 but her face expression was priceless! (and of course you pretend not to see that reaction;))

Four Seasons, a hotel chain with luxury hotels (in Paris they have the fabulous George V) is also listening to her guests even while they’re not really talking to them. On TwitterA guy complained that the music in his room was very dull. I’m sure his face would be priceless when he came back to his room where the housekeeping left a bottle of wine and a kind letter with a list of all the radiostations attached.

Keep the secret pleasure alive! (and enjoy it….)

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