VR_Service_2010

VR_Service_2010 - CFS/DFM/HM352 VistaRoom Service...

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    CFS/DFM/HM 352   Vista Room Service
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    Restaurant Service  >80% customers decide not to return to a restaurant,  due to which of the following: a) food quality,  b) ambiance, c) price, d) poor  service. Initial impact … customer does not return.   Additionally, 96% of dissatisfied customers never  complain. However, he/she tells 9 people about their  unhappy experiences A happy customer only tells 5 people about their  happy experiences. SERVICE is difficult to teach and measure.  
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    Golden Rules of Good Service Friendliness, personal attention,  responsiveness. ..  Cleanliness; proper attire/uniforms  Do not let the guest wait for long   Proper place setting; chinaware; silverware. Anticipate needs; proactive Try not to disturb guests if they are busy Right hand service/Left hand service Knowledge of menu items Anything not used should be removed  Anything to be brought or removed from  the table should be on a service tray, lined  with napkin for clean glasses, utensils.
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    Dress Code Shirt – white, clean and neatly pressed  (ironed).  Plain white cotton/poly,  button down, collar, long sleeved,      worn over white plain undershirt  with no prints. Pants – plain black, clean and      neatly pressed Socks – plain black Hair –pulled back for health standards; long hair must be tied back  with black tie or ribbon Hair color/style – must be close to one’s own natural color and hair  style fit within the environment for fine dining No nail polish and perfume Minimal jewelry – one wedding band or like; stud or hoop earrings Tie and name tag – provided by VR
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    Table Setting Basic rule for silverware - work from outside in: salad forks on the far  left, then dinner fork. Dinner knife on right with serrated blade pointed  towards the middle.  No more than three pieces of silverware on each  side.  Silverware should be polished.  Never use tarnished silver.  Clean water glass should be placed directly above the dinner knife, 
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This note was uploaded on 09/09/2011 for the course HTM 352 taught by Professor Staff during the Spring '11 term at S.F. State.

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VR_Service_2010 - CFS/DFM/HM352 VistaRoom Service...

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