Restaurants

A place where people sit to eat meals that are cooked and served on the premises
From a French word restaurer which means provide food for.
Bar
An establishment that serves drinks or refreshments.
Lounge
A sitting area in a hotel for relaxation or unwinding. An ideal setting for leisurel
breaks! it features a sought"after selection of cocktails! beverages and delectable
snacks. #it back! relax and cap our night with a round of drinks and live nightl
entertainment.
$ight club
A club that is open at night and tpicall having a bar and disco and other
entertainment.
%o&ee shop
A casual dining outlet that caters to people on the go such that most items served
are short orders.
%anteens'cafeterias
%afeterias or %anteens ( meant for people of low meal budget. )he serve value
meals.
*oodwill
THE LAWS OF SERVICE
1. First law of service ( #atisfaction e+uals perception minus expectation
,x. A guest expects to be assigned a room in -. minutes but the desk clerk was able
to do it in / minutes! the guest will be satis0ed with the service.
Accessibilit! courtes! personal attention! consistenc! teamwork among emploee!
empath and 1ob knowledge are the re+uirements in order to meet their expectation.
2. Second law of service ( First impression are lasting
3. Third law of service ( A service oriented attitude from emploees alone is not an
assurance of good service
GENERAL RULE HANDLING GUEST COMPLAINTS
-. Listen! do not interrupt.
2. $ever argue
3. Be calm and sober
4. ,mpathi5e with our customers
/. Be gracious and courteous
6. Apologi5e
7. Be open minded and show appreciation
8. 9o not be defensive
:. Reach to resolve a problem
-.. $ever settle a complaint or a problem in front of a guest.
--. $ever pass the buck
-2. ;hen thing become more di<cult! call the attention of the manager on dut.
STEP BY STEP GUEST COMPLAIN HANDLING
1. LISTEN intentl !"#in$ " !ent"l n%te& with right bod language like put on a
serious and nod our head
2. APOLOGI'E (it) E!*"t) b putting ones feet in ones shoes which means put
ourself in the guest=s situation.
3. SOLVE.
a. Find solution to the problem.
b. )ell the guest the action to be taken.
c. >nform the #upervisor'?anager of the situation giving him all the needed
information including the guest=s background.
d. #upervisor'?anager must contact the guest and explain to the guest he has
been informed about the situation! @e must apologi5e for the situation and
o&er an alternative or plus with something that the guests feels outweigh
the problems.
e. Follow through. After the problem has been solved ! the ke person who dealt
with the guest on this case should go back and check to see if the guest is
satis0ed.
f. Log the complaint.
+. THAN,. Ask -I& t)e.e "nt)in$ el&e I /"n 0% &i.1!"2"!3. )hen excuse
ourself.
#uggestive selling techni+ues
#ous chefs