SERVICE. SERVICE. SERVICE.

H O W T O C R E AT E A B E T T E R D I N I N G
EXPERIENCE

G R E AT M E A L S
CAN BE RUINED
BY BAD SERVICE.
MAKING SERVICE A TOP
P R I O R I T Y.

IMPORTANCE OF SERVICE
Providing services that meet or exceed the expectations of your diners
makes their overall dining experience more enjoyable and helps build up
your restaurants reputation through word-of-mouth.
Also, good service sets your restaurant apart from competitors in a food
industry thats already over-saturated.

WHAT IS
GOOD
SERVICE?

Good service is about making diners

feel welcome and creating positive,
happy interactions between diners
and staff.

HOW DO WE ENSURE GOOD SERVICE?

Be polite and attentive when
serving.
Be timely and precise in meeting
the needs of your diners.
Know your diners by
understanding your target
audience and their needs.
Get the right ratio of staff to
diners.
Go the extra mile and deliver the
best experience you can provide.

Where does service start?

SELF
Hygiene
Appearanc
e
Personalit
y
Attitude

WHAT DO I NEED TO KNOW AND LEARN?

The Parts & Procedures of the Meal

Getting prepared to serve the guest.
Taking a meal order.
Serving the food.
Presentation of guest check.

The Menu
Knowing the menu items.
Learning the pronunciation of the dishes.
Tasting the dishes so they can properly explain the
flavours.
Knowing the ingredients and preparation of the dishes

The Establishment
Knowing the history of the business, how long it has
existed, name and its branches.
Learning the layout of the restaurant, the different
dining rooms, washrooms and waiting area.

Writing and Reading the Order

Knowing the right way of writing and reading a guest
check.
Using standard abbreviations.

knowledg
e & skills

STAFF AND DINER INTERACTIONS

FRONT OF THE HOUSE
where the majority
of staff and diner
interactions
happen.
where first
impressions of your
restaurant are
made.

HERE ARE THE 10 STEPS TO

REMEMBER WHEN INTERACTING
WITH GUESTS:
Greet the guests
Seat the guests
Present the menu
Write and read order
Pass order to kitchen
Serve the order
Present the bill
Present the change
Thank the guests
Re-set the table

L O O K AT M E
S M I L E AT M E
TAL K T O M E
LISTEN TO ME
THANK ME
FIVE BASICS OF SERVICE
EXCELLENCE

TYPES OF SERVICE
Waiter Service
Chinese Lauriat Service
Buffet Service
Simple
Station Type
Modified Deluxe
Deluxe
Self Service
Semi-Self Service

KEEP THEM
COMING BACK
HOW CUSTOMERS DECIDE WHERE TO
E AT

KEY FACTORS IN DECISION-MAKING

PROCESS
Variety of
Food
Diners are looking for

extraordinary food all

the time.
Chef Cyrille Soenen
(Philippines)

KEY FACTORS IN DECISION-MAKING

PROCESS
Quality of
Service

Good service means

knowing everything in
the dining room.
Chef Widhi Joestiarto
(Indonesia)

KEY FACTORS IN DECISION-MAKING

PROCESS
Standard of
Hygiene

The biggest phobia of

chefs is food
poisoning. One food
poisoning can break a
business.
Chef Raymond
(Malaysia)

KEY FACTORS IN DECISION-MAKING

PROCESS
Convenience of
Location

If they have good

location, good service,
good food, they will
have success.
Chef Tatang
(Indonesia)

KEY FACTORS IN DECISION-MAKING

PROCESS
Dining Experience

Because it is not just

the food but the whole
gastronomy
experience they come
for.
Chef Haikal Johari
(Thailand)

SERVICE
RECOVERY

WHAT IS SERVICE RECOVERY

A systematic business process to help you deal
with customer complaints professionally.
The goal of Service Recovery is to identify
customer issues, address the issues and retain
the customers.
Proper handling can turn dissatisfied diners into
loyal customers.

Handling Customer
Complaints
Be patient.
Articulate the situation.
Remedy.
Balance the interests of
company and customer.

Handling Customer
Complaints
Be sincere.
Treat every
comment/complaint as
valuable feedback.