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

Info icon This preview shows pages 1–7. Sign up to view the full content.

View Full Document Right Arrow Icon
    CFS/DFM/HM 352   Vista Room Service
Image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
    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.  
Image of page 2
    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.
Image of page 3

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
    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
Image of page 4
   
Image of page 5

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
    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,  and should be two-thirds filled when guests enter the dining room. To 
Image of page 6
Image of page 7
This is the end of the preview. Sign up to access the rest of the document.

{[ snackBarMessage ]}

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern