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Service The Ultimate Skill

Food Service Position: Host(ess) / Maitre d / Entrance Employee A host(ess) or other entrance person gives customers their first impression of an operation. That impression should be friendly, hospitable, and helpful. Instructions: Under each category, make a comprehensive list of customer service skills needed for the position. Seating Customers Example: Honor specific seating requests if possible. Leaving Customers at their Tables Saying Goodbye to customers Answering Questions Example: Days & hours of operations.

Greeting Customers Example: Place someone at door at all times so customers do not wait unwelcomed.

Example: Example: Let customers Ask know their departing servers name. customers about their food & service.

Customer Service The Ultimate Skill


Food Service Position: Server - Full-Service Operation Servers on full-service operations spend the most time with customers. On-thejob performance will greatly influence customers dining experiences. Instructions: Under each category, make a comprehensive list of customer service skills needed for the position. Taking Orders Serving Serving During the Meal Serving After the Meal

Greeting Customer Promptly

Example:

Within 2 minutes of seating, smile & make eye contact.

Example: Be knowledgeable about the menu.

Example: Example: Use a tray to Be attentive carry items to through the the table. entire meal.

Example: Suggest dessert. Describe selections.

Customer Service The Ultimate Skill


Food Service Position:

Counter Server - Fast Food Operation

Fast-food employees usually have only brief contact with each customer. This means that the chance to make a good first impression is gone quickly. So, it is especially important to make the most of the time spent interacting with customers.

Instructions:

Under each category, make a comprehensive list of customer service skills needed for the position. Taking Orders Accepting Payment
Example:

Greeting Customers Promptly


Example:

Saying Goodbye to Customers


Example:

Example:

Make eye contact.

Speak clearly.

Be knowledgeable about coupons.

Thank customers.

Customer Service The Ultimate Skill Food Service Position: Busperson


A busperson performs many tasks like ensuring that tables are cleared quickly and set correctly. A busperson is often asked by customers for directions, water,

condiments, fresh silverware, and a host of other extras. The buspersons attitude and response to requests can greatly enhance customer service. Instructions: Under each category, make a comprehensive list of customer service skills needed for the position. Making the First Trip to a Table
Example:

Greeting & Acknowledging Customers


Example:

Serving During the Meal


Example:

Serving After the Meal


Example:

Show a sense of urgency by taking care of customers first.

Greet customers warmly as you pour the water.

Let customers know its a pleasure to assist them.

Say, May I take your plate?

Food Service Training Manual


Date Due: ___________________ Instructions:

Using your assigned foodservice position, create a Training Manual to be used to train your future employees! The following guidelines will help you in creating your skills handbook!

Training Manual Instructions


Cover Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Name of foodservice position & picture Description of position & pictures Skill #1 descriptions & pictures Skill #2 descriptions & pictures Skill #3 descriptions & pictures Skill #4 descriptions & pictures Skill #5 & pictures *if you do not have 5 skills, include on this page ideas for developing skills necessary in any position.

Grading Criteria
(50) Book: Colorful, creative, easy to identify information. Used illustrations (pictures) to enhance information and understanding. Minimal words/writing used. Easy to read & follow. (35) Research: Information is accurate, thorough, and informative. (15) Presentation: Presented your Training Manual on assigned day. Information was presented clearly & questions answered.

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