Service Standards

PROVIDINGSPECIALCARE

While the majority of guests’ needs will be addressed by following the Sequence of Service, there will often be guests who require elevated levels of attention. Whether or not they are seeking that attention purposely, or even know that they require it, it is your responsibility to assess what additional steps or actions are needed, and provide attentive service accordingly. Single Diners Single diners are more common to urban hotels, especially those that have a heavily business-based clientele. However, regardless of setting, concept or service period, it is important that you are able to provide extra attention (or in some cases, less attention) based on the single diner’s needs. Best Practices If the guest is not working, make an extra effort to engage them in conversation When greeting them, use the proper verbiage. Never: “Are you alone?” or “Are you by yourself?”. Always: “Will anyone be joining you?” Be sensitive to where they prefer to be sat. Offer them a choice of tables, and try to avoid seating them next to large groups or tucked away in a corner, but always defer to their preference MEMBERSWITHALLERGIES A guest with allergies requires the utmost care and attention to detail, no matter how mild or severe the allergy may be. As a result, there is no more important element of product knowledge than knowing what ingredients in a dish may cause allergic reactions, and which ingredients can be excluded upon request. The most common allergies are shellfish, dairy, wheat, gluten, nuts, soy and egg, but a guest can be allergic to just about anything. Best Practices Find out complete information about the specifics of the allergy, including EXACTLY what they are allergic to Find out how severe the allergy is and what precautions or special arrangements are needed as a result In the discovery process, it may become apparent that the guest’s “allergy” is actually just a strong dislike. Regardless, the guest has felt strongly enough about it to make you aware of it, and it should be handled no differently than an actual allergy Communicate every allergy to the Chef verbally and personally Communicate every allergy on the food and beverage order through the POS for every course, including desserts and beverages Make your Managers and colleagues aware of any allergies of guests in your section, especially if they are severe and potentially life-threatening If appropriate and possible, have the Chef or Manager speak with the table directly. The guest will appreciate the extra measure to ensure their well-being, and they may appreciate the extra attention as well!