Customer Service:

Greeting Customers Effectively

When greeting a customer, you only have 5 seconds to make a good first impression. Therefore,
the way you approach your customer will have a lasting impact on them and will likely drive the
direction of your relationship with them from that point forward.

Here are some tips to give you the advantage when greeting customers initially:

1. Have a positive attitude. Keep your conversation lighthearted, yet

professional. Maintaining a positive attitude while conducting business is a great way to
begin a business relationship.

2. Greet with their name. Greet them using their name, and make sure you continue using
it throughout the conversation. Don't overdo it, but using their name puts them at ease
and helps them feel like you care about them personally and professionally.
 3. Keep good notes—keep it personal and professional. Ask a few personal questions as
"icebreakers", and then move into professional mode. Make sure you maintain your
lighthearted attitude while getting down to business. Keep good notes of your
conversation so that when you are finished with your meeting, you will have a good
record of what was discussed.

4. Keep focus on customer—not on self. Especially if you are meeting your customer for
the first time, keep your focus on your customer and their needs. Keep any conversation
surrounding you to a minimum, and enable the customer to talk about themselves. Most
people like to hear themselves talk, so training yourself to be an excellent listener will
make the difference in building an effective business relationship with your customer.

5. Ask specifically how you can help them. Once you have a good idea of what they need,
ask how they want you to help them. Be specific about the products and services your
company provides, and ask them which ones they believe would most effectively meet
their needs.

6. Smile. Keep smiling. This helps keep things friendly and upbeat through the course of
the business conversation.

7. Shake hands properly. Regardless of your gender, make sure you have a firm
handshake. A firm handshake exudes confidence in yourself, your company, and in your
ability to transact business effectively. Females should especially pay attention to this, as
most males expect women to have a handshake that resembles a dead fish. Make sure
that you have a firm handshake, grip the other individual's hand, and let go.

8. Make steady eye contact. Along with a strong handshake, steady eye contact is very
important in making an excellent first impression. Throughout the conversation, make
sure you look your client in the eyes as much as possible without seeming
overbearing. This will help you to appear confident and will develop trust within your
client as you continue working with them.

9. Have an agenda ready. Before you ever walk into the office of a client, have an agenda
prepared. If possible, advance a copy to the customer so they are as prepared as you are
to discuss business at hand. This will also help build you up in the eyes of your customer
and ensure you are one step ahead of your competitors.

Regardless of the situation in which you find yourself, using all or some of these key tips will
help you to build strong relationships quickly as you seek out new business. Good luck!
Hospitality Phrases Guests Remember
Most

What are the words and phrases our hotel guests remember most? Is it “Welcome to
our Hotel, Mr. Smith” or “What brings you to the area’? Learn the top 5 hospitality
phrases you can say to build trust, engagement and bonds with your customers.

For many of us working in the hospitality industry, we hear and say phrases every day
that at some point, become part of a rudimentary script we utter day in and day out.
They become devoid of any feeling and any meaning, because at the back of our head,
we might be thinking…
“Guests don’t care anyways.”

But they do. According to human resource expert Joyce Gioia, “At one time or another,
we have all experienced walking into a hotel or any business and receiving a lukewarm
reception from the person behind the counter. When that happens, in my brain, I hear
the words, “Oh boy, I’m in for a mediocre guest experience here―at best”. In addition,
not surprisingly, that less-than-optimum experience usually happens.”

What we say to our guests is an important part of their overall hotel experience and this
is why no matter how repetitive we might get, we must always utter these words with the
highest level of sincerity.

Here are the five hospitality expressions that matter to our guests.

1. “It’s My Pleasure…” / “I Am Happy To…”

Having a service-oriented work disposition is very important for us working in the

hospitality industry. Guests stay in a hotel with a mindset that their needs will be catered
to. Not only that. They expect the people tending to them will exude a certain level of joy
in doing so.

This is why the expressions above matter. Telling your guests that it gives you pleasure
or happiness to take care of them rubs off on them – meaning, they would feel more
positive because they know that the people attending to them are happy to do so. They
will feel more comfortable reaching out to you and your staff for their needs, as opposed
to keeping their concerns to themselves, which can lead to bad reviews later on.
Related: “It’s My Pleasure” cards – Staff Review Business Cards

2. “Thank You…” / “We Appreciate…”

Technically, our guests don’t owe us anything. They are paying for their stay and we
have to make sure that they get their money’s worth.
On the other hand we owe everything to our guests. Travelers will only come back to
hotels where they feel that their business is appreciated. This is why every opportunity
we get, we have to thank them. Thank them during check in. Thank them during the
check out process. Thank them when they give you feedback. Thank them when they
say nice things about you and your hotel. A simple “Thank You” can go a long way in
terms of building a lasting relationship with hotel guests.
Learn How to Boost Staff-Guests Engagement

3. “Welcome…”

We don’t get a second chance to make a first impression. The first interaction with
guests is all we have to make them feel at home in our hotel. This is why we should
never forget to give all our guests a warm welcome – no matter how tired we are or how
late in the night it is.

You can be creative with this one. You can say, “Welcome to your second home in
(insert the name of your city.” Or “Welcome to the hotel of choice among travelers” or
any brand proposition your hotel is known for. The important thing is to exude warmth
and for your guests to feel that they are in a place where they belong.

Also Read: How to Prevent Guests from Leaving Unhappy

4. “Is There Anything Else…”

Sometimes, hotel guests hold back on their requests because they don’t want to be
perceived as demanding or imposing. At the end of the day, this is a lose-lose situation
both for the hotel and the guests. The guests don’t get what they want and the hotel is
perceived in a less positive way.

Train your staff to ask guests if there’s anything else that they need or want. Though
your hotel might not be capable to give everything that your guests want, at least you
showed that you have the intention to make their stay as ideal as possible to the best of
your abilities.

5. “We’re Looking Forward To Having You Again As Our Guest”

Again, a simple expression that goes a long way. Of course, you want your guests to
book with you repeatedly every time they travel to your area. But you have to say it.
Never assume that this is already a given and that your guests don’t need to hear it. In
fact, if you don’t say this, you might just make your guests feel that you did not enjoy
having them in your property.

You can also say: “We look forward to hosting…”

In the hospitality industry, these expressions are definitely more than just words. They
articulate your passion to serve your guests. They establish your willingness to give
them the best hotel experience you can. These words show your gratefulness that they
chose your property among other hotels. Use our CareFresheners as a token of your
hotel’s appreciation.

Back bar

A range of shelves displaying

glassware and bottles.
Banquet
2
A sit-down meal served on the occasion of a formal or informal
event such as a wedding party or a conference.
Binge Drinking
3
Drinking too much in a single session.
Buffet
4
A dining system where the guests serve themselves. Popular with
a large number of guests and a small number of workforce.
Cocktail
5
Any mixed drink prepared using alcohol.
Condiments
6
Spices, sauce or other food preparations used to enhance the flavor
or to complement the dish.
Crockery
7
Plates, dishes, cups, and other similar items, especially ones made
of glass, earthenware, or china clay.
Cross-Contamination
8
It is a process of unintentional transfer microorganisms from one
substance or object to another, with harmful effect.
Croutons
9
Crispy cubes of bread
Cutlery
10
Knives, forks, and spoons used for eating or serving food.
Deli
11
 A store that sells pre-cooked fine food.
Dram Shop
12
American term for ‘Alcohol Bar’.
Gueridon Trolley
13
A trolley used in F&B Services business on which the food can be
cooked, finished, or presented to the guest at the table.
High Ball (Long Drink)
14
Alcoholic beverage mixed with a large volume of soft drink and
served in a tall glass with straw.
Mocktail
15
A non-alcoholic drink prepared using fruit juices or other soft
drinks.
Pathogen
16
It is a biological agent that causes disease to its host.
Platter
17
A large flat dish or plate for serving food.
Pub
18
British name for ‘Public House’, an establishment licensed to
serve alcoholic drinks.
Shot Ball (Short Drink)
19
Alcoholic drink consumed in a gulp. It is served in shot glass.
Situ
20
On site, locally.
Spot Checking
21
Regular surprise checking conducted to review standardized
recipes and food products to maintain quality.
Station
22
A set of tables allocated to waiters in the F&B Services
establishment.
Table Cover
23
It is the area on the table for plates, glasses, and cutlery for single
 person.
Tines
24
Parallel or branching spikes of a fork.
Toque
25
Cooks cap with multiple folds represents the many different ways
a chef knows to prepare a dish.

FOOD AND BEVERAGE

TERMINOLOGY
Aboyer: Aboyer aids the communication between the kitchen and restaurant. He receives
the food order from the service staff and announces the order to the kitchen. Aboyer is
responsible for hot plate section of the pantry.

A la carte menu: A la carte menu is a type of menu, where the food items are priced
individually. Literary meaning of a la carte is “from the card”
OR
A la carte menu is a multiple choice menu, with each dish priced separately. If a guest
wishes to place an order he selects the item from the menu and pays for the order he
made. In an a la carte menu all items are cooked to order and served with
accompaniments.

American service: It is a type of table service. In American menu the food is pre-plated
and portioned at the kitchen. This type of service is relatively less formal and seen in coffee
shops.

ABC: ABC stands for Ashtray, Budvase and Cruet. ABC is kept at the centre of the table
while laying the cover.

Back of the House: Back of the house is the ancillary area of the restaurant, where all the
supporting service is carried out. Some of the back of the house sections are pantry,
dishwashing, hot plate, still room etc.

Bain Marie: Bain Marie is equipment that holds the Food hot. The equipment contains
cylindrical drum, which is heated with water. Bain Marie is usually used in Hot Plate section
of the pantry.

Barker: Barker is another term for Aboyer. Barker is the person who communicates
between service and kitchen and help to pick up the food in time. Usually the order taken by
the waiter is hander over to the Barker.

Bone China: It is a white translucent ceramic material made from kaolin, china clay and
bone ash. It is used in restaurant to serve various dishes.

Briefing: Briefing is done prior to the opening of the restaurant. In the briefing the senior
most staff gives instructions to the junior staff with regard to availability of dishes, special
items of the day, and also some training.

Buffets: Buffet is a type of assisted service, where food and beverage is displayed at
counters. Waiter assists at the counters to take the food from the counters or the guest help
themselves.

Bus Boy: Bus boy is a person who helps the waiter. The main responsibility of a bus boy is
to bring the food from the kitchen and also do the clearance of plates from the table.

Carousel: Carousel is a circular counter that revolves to display the food items. The
carousel is fitted in such a way that the one side is always inside the kitchen and other side
is in the service area. As the carousel revolves the counter is filled up from the kitchen and
guests selects the food as it revolves.

Carte du jour: Carte du jour means “card of the day”. It is used to highlight the special
dishes of the day. carte du jour is actually an supporting menu to the main menu.

Chafing dish: It is a hollowware used to keep the food warm usually in buffet service.
Chafing dish has a water container, which is the base, food container and place for fuel.
Using the fuel the water is heated up and in turn the food is heated up with the hot water.

Cover: Cover is the space on the table allotted for table-wares to the guest to consume
his/her meal. The size of the cover is 24 inch * 18 inch.

Cutlery: Cutlery is the term denotes all the cutting implements such as knives. Cutlery can
be made of EPNS or stainless steel.

Demi-tasse: Demi-tasse means half cup. It is used to serve coffee except breakfast. Size
of demi-tasse is 75 ml.

Dummy waiter/Demi waiter: Dummy waiter is another term for side board. it is a
restaurant furniture and used to keep all the serving equipments for a meal session.

Elevenses: Elevenses is a meal served at 11 o’ clock. It includes the food items as biscuits,
cake etc. and usually offered to children.

Gueridon trolley: It is a mobile trolley from which the gueridon service is done.

Hostess: Hostess is a member of restaurant brigade. Duty of hostess includes taking

restaurant reservation and receiving them at the door.

Indian breakfast: It is a type of breakfast, which includes Indian dishes such as dosha,
idly, chapathi etc. served with chutney and vegetable curries. There are two types of Indian
breakfasts viz. North Indian and South Indian.

Lounge service: It is a type of specialized service. Lounge service is done at the lounge of
a hotel. Items such as morning tea, afternoon tea, and alcoholic beverages are served in
the lounge.

Maitre d’hotel: Maitre d’hotel is the Supervisor of the a F&B outlet. He looks after the day
to day operations of a food service outlet.
Menu: Menu is a list of food and/or beverage than can be served to a guest at a price. It
helps guests to select what they would like to eat and/ or drink. It is a document that
controls and directs an outlet’s operation and is considered the prime selling instrument.

Mise-en-Scene: It means prepare the environment of the outlet before service. Mise-en-
scene includes preparing the restaurant welcoming, create ambience with regard to
cleanliness, furniture setting and temperature.
OR
Mise-en-scene is the preparation of the environment of the restaurant before starting the
service session. Creating a pleasing, safe and hygienic environment is the main task in the
Mise-en-scene. For the waiter the restaurant is the service area. Before each service
session, the restaurant should be made presentable enough o accept guests.

Mise-en-place: Mise-en-place means “putting in place” and the term denotes to the
preparation of a work place for ultimate smooth service. To ensure that the restaurant is
ready for service the waiter makes sure that this station has been efficiently prepared for
service.

Napkin: Napkin is restaurant linen. Napkin is used to decorate the table using various folds
and also used to keep on the lap of the guest to protect their clothes during service.

Sommelier: Sommelier is the French term for wine waiter. He is responsible for the service
of all alcoholic drinks during the service of meals, and is also a sales person. He requires to
have a thorough knowledge of beverages and wines as food accompaniments.

Trancheur: Trancheur is the French term for carver. His responsibility is to carve the meat
joints in front of the guest and serve to them.

Salesmanship: The food and beverage service personnel are technical salespersons, hence
they should have a thorough knowledge of the proper presentation and service of all the
food and beverage served in the establishment.

Tableware: Table ware is a type of restaurant equipments used to keep on the table. Table
ware includes flatware, cutlery and hollowware. Table ware is made either EPNS or stainless
steel.

Silver Dip: Instantly removes tarnish from silverware, silver plate, cutlery and small silver
items. Quickly cleans even difficult to reach places such as between fork tines. Gives silver a
brilliant shine. Just dip, rinse and dry.

Polivit: Polivit is the one of the fastest methods of cleaning silverware. For this one needs
aluminum foil, baking soda, shallow pan and a clean cloth. The baking soda will "polish" the
silverware, removing dirt, stains, and grease. Rinse the silverware thoroughly under warm,
running water. Air-dry the silverware on a clean towel. Buff the silverware with a soft, clean
cloth.

Burnishing machine: This is a revolving drum like container using for cleaning silver ware,
with safety shield attached to it.. The burnishing machines are attached with ball bearing to
run that effectively. Soap power is used to clean the silver ware hygienically.
Thermal shock: Thermal shock is the result of glass experiencing a sudden temperature
change. Glass holds temperature, and a rapid change in temperature can cause enough
stress to result in breakage.

Mechanical shock: Mechanical shock in glassware is the direct result of contact with
another object, such as a spoon, a beer tap, another glass, or a piece of china. This kind of
contact can cause a minute abrasion, invisible to the eye, but a source of weakness in the
glass, making it more susceptible to breakage from impact or thermal shock.

Disposables: Disposables are use and throw products used in the service of food and
beverage productsThis is largely due to the increasing demand for fast food items. There
are different types of disposable used in the catering business and mostly they are used in
outdoor catering, vending machines, fast food outlets & hotels.

Special equipments: Special equipments are for specialized services. They are not used in
regular services. Specialized equipments are divided into Trolleys and Miscellaneous
equipments. Some of the trolleys used in a restaurant are gueridon trolley, bain marie,
vending machine, hot plate etc.

EPNS (Electro Plated Nickel Silver): EPNS is Silverware made of silver plating. Silver
plating is a thin layer of silver on top of another metal. It is made by an electrical process,
hence the name – Electroplated Nickel Silver. Cutleries and crockery’s of high class
establishments are made out of EPNS which includes different types of forks, knifes, pots,
plates, salvers etc.

Table d’hôte or a fixed menu: Table d’hôte refers to a menu of limited choice. It usually
includes three or five courses available at a fixed price. It is also referred to as a fixed
menu. This term is known to caterers by its abbreviation TDH menu. A table d’hôte menu is
a complete meal at a predetermined price.

Hors d’oeuvre: Hors d’oeuvre course aimed to stimulating the palate, and consists of small
tasty dishes, using a large array of different items such as anchovies, olives, cheese and
smoked fish. They are often referred to a starters or appetizers. This course could also
include salads.

Entrée: Entree is the first meat in a French Classical menu. It usually comprises a dish
made up of steak, cutlets, casseroles or stews. Some example are Steak au poirre, Veal
cutlets, and Irish stew.

Dessert: This is the fruit course in the French classical menu and usually presented in a
basket (Corbielle de Fruits) and placed on the table, as part of the table décor, and served
at the end of the meal. All forms of fresh fruit and nuts may be served in this course.
Table Service: It is a type of service. Table service is the service done at the table, where
the guests are seated. In the table service either service personnel or waiter serves the food
to the guests or the guests help themselves.

American service: American service is a pre-plated service which means that the food is
served onto the guest’s plate in the kitchen itself and brought to the guest. The portion is
predetermined by the kitchen and the accompaniments served with the dish balances the
entire presentation in terms of nutrition and color. This type of service is common in a
coffee shop where service is required to be fast.

English service: English service is often referred to as “Host Service” or “Silver service”.
The food is brought on platters by the waiter and is shown to the host for approval. The
waiter then portions the food and serves to the guest plate.

French service: It is a very personalized service. Individual portioned food is brought from
the kitchen in dishes and slavers which are placed directly on the table. The plates are kept
near the dish and the guests help themselves.

Russian service: Table is laid with food for guests and presentation is done elaborately.
Guests help themselves. This is an elaborate silver service much on the line of French
service. Display and presentation are the major part of this service. Some parts of the
service such as carving and portioning etc are done by the waiter.

Gueridon service: This is a service done from the gueridon trolley. The cooking is done at
the gueridon trolley place near the guest table and service is done at the guest table. The
waiter plays an important role as he is required to fillet, carve, flambé and prepare the food
with showmanship.

Self Service: In the self service the service is done by customer themselves. The guests
collect the food from the counters and then he/she may sit at the table or stand at high
table to have the food.

Counter service: Counter service sometimes called cafeteria service. The guests come in
line, collect their food from the counter and seat at the table to have the food. Food may be
grouped together such as cold and hot, or main course and desserts etc. In some places the
guests also have to clear the empty plates and cutleries after having the food.

Echelon: In echelon service the counters are arranged in such a way that it provides better
view of the foods and arranged in angular way.

Carousel: The carousel is a circular counter that revolves to display the food items. The
carousel is fitted in such a way that the one side is always inside the kitchen and other side
is in the service area. As the carousel revolves the counter is filled up from the kitchen and
guests selects the food as it revolves.
Carvery: Carvery is a type of assisted service. This service method includes both table
service and self service. Some parts of the service is done by the waiter at the table and
some parts of the service is done guests themselves.

Take away: The food order is placed at a counter and the food is collected from the same
counter and take the food away from the premises for consumption