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CHAPTER 1:

CHAPTER 1:. INTRODUCTION TO RESTAURANT INDUSTRY. What is “Waiter”?. A professional waiting person regardless of their sex or place of employment. ‘Professional’ relates to a waiter who demonstrates both a positive hospitable attitude and the application of technical ability.

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CHAPTER 1:

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  1. CHAPTER 1: INTRODUCTION TO RESTAURANT INDUSTRY

  2. What is “Waiter”? • A professional waiting person regardless of their sex or place of employment. • ‘Professional’ relates to a waiter who demonstrates both a positive hospitable attitude and the application of technical ability. • A waiter provides the services of food and beverages to the guests and ensure that guests enjoy a satisfactory total dining experience.

  3. Always remember: Guests have a right to professional service no matter how much they are spending. Whatever the style of the establishment and whatever the style of service, the waiter’s job is to give customers satisfaction when they go out to eat or drink.

  4. What is Hospitality? • The act or practice of being hospitable • The reception and entertainment of guests, visitors or strangers, with liberality and goodwill • Friendly and generous treatment and entertainment of guests or strangers • Receiving guests in a generous and cordial manner • Anticipating a guest’s desires and creating a pleasant or sustaining environment

  5. What Hospitality means for a professional server? • Making eye contact with the guest • Anticipating a guest’s need based upon body language or facial expression • Adapting easily and unobtrusively to the needs of the guest • Aimed at creating a relaxing, positive experience • Constant concern for the welfare and enjoyment of the guest • Every action you perform needs to be genuine and sincere. Guests will know when you are NOT.

  6. What Service means to a Professional Server? • The manner of presenting a meal to the guest • Group of dishes composing a given part of a meal, such as a tea service • Signify the utensils necessary to serve a particular part of the meal • Service in this sense would encompass the whole ensemble of objects used at the table: linens, plates, glasses, silver, and hollowware

  7. THE NINE PRINCIPLES OF REMARKABLE SERVICE • Remarkable Service is Courteous, Friendly and Welcoming • Remarkable Service Instills Trust • Remarkable Service Comes from Knowledgeable Servers • Remarkable Service depends on Effective Communication • Remarkable Service is Performed Efficiently • Remarkable Service is Well-Timed • Remarkable Service is Flexible • Remarkable Service is Consistent • Remarkable Service Exceeds Expectations

  8. 1.Remarkable Service is Courteous, Friendly and Welcoming • “You only have one chance to make a first impression” • Guests make decisions within their first minute of contact with the restaurant • Good servers are attentive to the guests’ needs • Proper manners smooth uncertain social interactions, subconsciously informing people that they have nothing to fear

  9. 2. Remarkable Service Instills Trust • A state of trust must be maintained between the server and the guest • The guest needs to know that menu items are described accurately and that health and sanitary codes are being obeyed • When a restaurant presents a clean and neat appearance, it comforts guests by banishing their worries about the sanitary conditions in the kitchen

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