How Do You Know Guest Satisfied with Your Food and Service?

1.      What does it mean to check guest satisfaction?

·         To proactively check that our guests have an enjoyable experience.

2.      Why is it so important to check guest satisfaction?

·         To ensure your guests are enjoying their meal

·         To build a relationship between you and the guests

·         To demonstrate to the guests that you care

·         To take immediate and appropriate actions when a guest complains

3.      Who should check upon guest satisfaction?

·         The waiter/ waitress in charge of the table has to check

up on guest satisfaction

·         Manager/ Assistant Manager in charge of the outlet have to check upon guest satisfaction.

4.      When do you approach the guests?

·         Within 5 minutes of the guests having started their meal

·         Make sure that you are not going to disturb/ interrupt the guests

5.      How do you approach the guest?

·         Smile as you really mean it

·         Approach from the left side

·         Good body posture

·         Maintain good eye contact

Remember!

·         Always check upon personal grooming first

·         Do not go to tables too many times

6.      How do you check guest satisfaction?

·         Ask the guests if they are enjoying their meal

·         “How is your breakfast/ lunch/ dinner Mr. Jack?”

·         When guests have only ordered beverages, no need to check upon satisfaction except if you have recommended something special to them:

                 “So Mr. Jack how is your Passion Fruit Mojito?”

7.      How do you respond to positive comments?

Thank the guests for their comments

            “Thank you for your compliments. I will inform to my Chef”

8.      How do you respond to negative comments?

·         Apologize to the guests and thank them for their comments

·         Offer to replace their meal or drink immediately

·         Inform the Manager/Supervisor as soon as possible

            “My apologies Madam/Sir. Thank you for letting me know.”

            “May I replace your meal/ drink immediately”

            “ I will inform my supervisor/ the Chef right away”

            Remember!

•         The guests who complain are often your best customers:

•         they care for the quality of the service/ food

•         they help you to take actions to improve