Service Standards

CUSTOMIZINGYOURSPIEL Your spiel should vary based on the following factors (in order of importance):

YOUR READ OF THE TABLE There is nothing more important in gauging both the timing and content of your spiel than your initial read of the table. This can determine when (or even if) you give your spiel, whom you give it to, and how much detail you provide YOUR PERSONALITY You were hired for your personality, and your spiel must be a reflection of you. Guests are people just like you, and they will be able to sense if your spiel is overly rehearsed or phony, or if you are being excessively or needlessly extreme or contrived in your approach CONCEPT &CUISINE Some restaurants will require more explanations than others, which will depend on menu layout, flow of service, and whether your outlet provides a more or less universal cuisine and concept. Even if your restaurant features a cuisine and concept with which the locals and guests are familiar, there still may be further explanation needed to accentuate the menu design, highlights and signature dishes MEMBER’S FAMILIARITY WITH THE RESTAURANT Depending on whether all or some of the guests have dined at the restaurant before, you may shorten or lengthen your spiel, or omit it altogether MEMBER’S FAMILIARITY WITH THE CUISINE Some restaurants may feature cuisines that are native or foreign to their typical guests, which also depends on location PROXIMITY OF TABLES TO EACH OTHER If tables are positioned closely or sat directly next to each other, you will want to alter your spiel accordingly so that the guests don’t hear you repeat your spiel verbatim from table to table TABLE SIZE Both the physical size and the number of guests at the table may be reasons to change your spiel. For larger tables with many guests, you may have to repeat and/or condense your spiel for different areas of the table. For smaller tables, you may be able to go into further detail SERVICE PERIOD Depending on which service periods you offer, your spiel may change drastically. The explanation of a breakfast buffet is vastly different from the explanation of a business lunch and vastly different from the explanation of a steakhouse, even though all three meals happen in the same restaurant, and even if the menu offerings are different or identical for each