DEPT : F&B – Lobby Lounge
is this important for you ?
1. To maximize the guest satisfaction
2. TO be professional in the delivery of personalized service at all levels of interaction.
STEPS AND STANDARDS
1) Serve tit-bits to the guests.
Once the guests order beverage and you print it through POS, you get to bar counter pick up beverage with the tit-bits together.There is no charge for these snacks.One container of snacks is usually provided for one table.
HOW TO PRESENT A BILL
NUMBER : 11
DEPT : F&B – Lobby Lounge
is this important for you ?
1. To maximize guests satisfaction.
2. To ensure the bill presented is the correct one
3. To ensure the bill folder is clean
4. To ensure the bill presented in a timely manner
5. To ensure the guest is thanked for coming to the restaurant
STEPS AND STANDARDS
1) Print out the bill from the POS machine.
Use personal code/swipe card to obtain approval to access.Pick up table/bill number to print.
2) Check the bill.
Check for the correct table, number of persons, food and beverage ordered items.Add missing items if there is any.Check if the typing is clear & tidy enough.Place bill into a clean bill folder with (working) pen and guest’s comments questionnaire.
3) Present the bill.
Stand at the right side of the guest and say,“Excuse me; Mr./Mrs./Ms./Sir/Madam ......., here is your bill.”Put the bill in front of the guest, open the bill folder, put a pen on it, point at total amount, but do not announce amount unless the guest asks you to do so.Return change/slip and say, “Mr. / Mrs. / Ms. / Sir. / Madam ..........., this is your first and final copy, thank you.”Leave the questionnaire and pen behind and say, “Can we take a minute of your time to fill out the questionnaire and give us your feedback on the dining experience in order for us to improve our product and services? Thank you.”
4) Bid farewell.
Wish guest and say, “Have a pleasant day.”
NUMBER : 12
DEPT : F&B – Lobby Lounge
is this important for you ?
1. To maximize guests satisfaction.
2. To ensure the guests is thanked for their visit
3. To ensure the guests is welcomed back for next time
STEPS AND STANDARDS
1) Bid farewell
After the guest has been help with the chair and coat.Walk 2 meters in front of the guest towards the door and point with your full arm length to the door.Don’t walk too fast, look around at times and say: “This way please sir/ madam or Mr. / Mrs...”Once you have reached the exit, stand on the side and thank the guests once again.Say: “Thank you for coming to ...... (name of the restaurant). We hope to welcome you soon again, good bye”Say this with a smile and a friendly tone of voice.
http://www.sop-hotel.blongspot.com
