Enhancing Service Standards and Styles for Optimal Employee Engagement and Customer Satisfaction
This chapter explores the implementation of effective service standards that empower employees to understand their roles clearly. It emphasizes the necessity of teamwork, proper training, and creating an employee-supportive culture. The chapter also focuses on service styles such as French, Russian, Buffet, American, and Family-style, highlighting their characteristics and requirements. Key aspects such as room arrangement, uniform presentation, and the organization of events are discussed to ensure a professional and efficient service experience that pleases both staff and customers.
Enhancing Service Standards and Styles for Optimal Employee Engagement and Customer Satisfaction
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Presentation Transcript
Implementing Chapter 12
Service • Service standards exist so employees understand their roles: • Obtainable • Observable • Trainable • Implement reviews with training plans. • Teamwork is an absolute requirement. • Informal structure • Hiring appropriate personnel
Creating an Employee-Supportive Culture • Be receptive to new ideas. • Encourage employee participation. • Proper training is critical. • Reward creativity and innovation. • Have clearly defined roles. • Incentivize current employees to recommend friends.
Uniforms • Enhances perception of professionalism • Uniforms should: • Complement the mission of the organization • Complement the type of service being offered • Identify the employee • Communicate the task being performed
Types of Service Styles • French service • Russian service • Buffet • American service • Family-style service
French and Russian Service • French Service • One of the most elaborate styles • Food prepared at the table with special equipment • Requires expert specialization • Russian Service • A very formal and elegant type of service • Distinguishing characteristic is unique, artistic presentation on silver platters • Requires skilled and trustworthy employees
Buffet Service • Most common type of service • Customer actively participates • Requires caterer and staff to be very organized • Key attribute is artistic creativityin display • Key task is determining portion size • Maintain proper food-handling methods
American Service • Often displayed as a sit-down dinner • Food arranged artistically before being served • Must start with a well-organized, good plan • Caterer knows number of guests to be served. • Can calculate total amount of food • Prepare 2-3% more than is required. • When building a menu: • Color and variety are important. • Garnishes enhance plate appearance.
Family-Style Service • Food is delivered to the table on platters with enough quantity for the whole table. • Guests pass the food around the table. • Appealing because customer “can have all that I want”. • Speed is fast and presentation is informal.
Room Arrangement • Important to the success of the function • Create environment suited for the purpose: • Business meetings • Weddings • Social events • Research room layout. • Standardize procedures for each function.
