The services provided in a restaurant are a combination of two components, a quantitative one, more easily to define, measure, compare and realize, with crucial elements: technical equipment, decor, ambiance, food, products, work methods, daily tasks, number of staff, etc. and a qualitative component, which is manifested in staff behavior and the relationships they develop with customers.
A proper behavior ensure besides the work methods and tasks, a quality content in the relationships with the customer. Elements that will form the qualitative component are: staff behavior, staff attitude regarding the client, the way of acting in front of clients.
- Greetings and talking
Greetings will be accompanied by a slight bow, a smile and a form of politeness. The greeting must be repeated at the departure of customers, also. Using the words: “Sir, Madam,” “please”, “excuse me” and “thank you” is essential relationship with customers.
Personal hygiene is a requirement and an obligation for all the staff. They must have a clean, nice, neat, look, and the hands and face must always be clean. Clothes must meet general requirements: to be well cut, clean, neat, durable, easily maintained and the same for all employees.
- Gestures and mimic
Posture should facilitate making the necessary movements for serving customers: straight back, the torso bent slightly forward, the head in normal position, watching the customer. Gesture is a manifestation of externalizing the desires, feelings and intentions. They should not be sudden, violent or affected. Mimic must be natural and the facial expression has to reflect gentleness, joy, honesty and understanding.
- Professional tact
This must characterize every employee and requires a sense of measure, a very careful manner in behavior. For this reason, the employee should know to: listen to the customer, not reply to customers in inappropriate terms. Serving has the general priorities: women are the first, in order of their age, men are also served after age, children are served last, if the customer does not require otherwise.
by Ed Raine