RESTAURANT CUSTOMER SERVICE

What does Customer Service in

Restaurant mean?

Customer Service is an effort that we do in

our outlet to fulfill the Guest needs
(Service, Product, Environment) with the
intention to provide unforgettable dining
experience
 Why Customer Service is
important?
 To build a good rapport
with the Guest
 As an interaction tools
toward Guest and among
staff.
 To build good Reputation
and Image of the
Company.
 Gaining trust from the the
Guest toward our product
and service.
 Make up the Guest as our
loyal business partners
High quality Food and beverage will worthless
without sincere service.
Why do we occasionally fail in
implementing Customer Service?
 There are 3 major
factor that caused
Customer Service
can’t be maximal
accomplished.

“ This is because there is no Sincerity in doing

our job.”
3 important factors in Customer Service

• Consistency

• Attention to detail

• Personalized Serviced
Attention to detail

 Looking after for the need of the Guest who come to our
restaurant.
 Knowing the character of Guest.
 Treat the Guest equally regardless seeing their race, appearance,
gender, social; status, background, religion,etc.
 Always trying to deliver assistance when it’s needed.
 Have capability to give suggestion toward food and beverage
ordered by the Guest.
 Being knowledgeable of all the product.
Consistency

 Keep maintaining food and beverage presentation, portion, standard

recipes and its cleanliness consistently.

 Wide knowledge of Food and Beverage in particular.

 Friendly, polite, and professional service.

 Building up good rapport with the Guest consistently.

Personalized Service

 Consistently provide a warm smile and greeting in any condition.

 B e familiar with the Guest name and recognize their preference.
 Propose kind assistance and always recommending of each
product.
 Maintaining positive attitude and behavior professionally.
 Ask for the name of the new Guest.
 Express exit greeting constantly.
 Exceeding the Guest needs before it is being asked.
HOW DO WE RECOGNIZE
OUR GUEST?

By putting our
self into their
‘shoes-
What do we have to know from our
Guest?
 Understanding of their time of
visiting our store.
 Understanding of their time to be
taken care of nicely in our
restaurant.
 Understanding of their behavior of
being selective, picky, or choosy.
 Understanding of their rush time.
 Understanding the need of being
taken care, to listen their point of
view.
 Understand their need to be
considered as Very Important
Person.
 Every Guest is an asset to our
business.

Thing to remember:

 Maintaining loyal Guest is

more difficult rather than
having new one.
 Things below are several
principles in implementing
Customer Service
 Polite all the times and make smile as the core part of
your life.
 Never ignore the Guest.
 Being friendly and nice, while continually greet the Guest
warmly.
 Being a good listener and look after the Guest needs
persistently.
 Put a high respect toward our Guest.
 Anticipate Guest needs quickly and in a proper way.
 Consistently maintain service, product, and environment
based on high quality standard.
 Honest.
 Maintaining body language and warm tone of voice
professionally.
 Things to be performed :
 Warmly smile.
 Remembering the Guest
name.
 Knowledgeable
 Attentive
 Flexible
 Polite and friendly
 Greeting
 Consistent
 Care
 Enthusiastic
 Honest
 Sincere
Things are not allowed
 Ignorance and careless
 Passive
 Depreciate
 Negative thinking
 Unfriendly
 Inattentive/ negligent
 Self-centeredness
 Discriminative
 Rude
 Things to remember:
Implementing Customer Service is not as
difficult as we imagine

Put value on our own

job and efforts, doing it
sincerely from our
heart and there would
be a satisfaction
within ours
GOOD LU
CK