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feels that the problem has been solved satisfactorily.
HANDLING COMPLAINTS
1. Give undivided attention and listen carefully to the
guest s complaint.
2. Clarify the complaint by repeating it back to the guest.
3. Agree with the guest on some point about the
complaint.
4. Solve the guest s problem. Ask what he or she would
like you to do, or explain why the complaint cannot
be solved.
5. Check back throughout the meal to be certain the
problem was solved.
Clarify the complaint by repeating it back to the guest.
By now the guest should have calmed down. Make the
person realise that you understand the complaint. Next,
try to agree on some point about their complaint. Finally,
solve the problem or offer the guest some possible
solutions to the problem. Throughout the meal, return to
the guest s table and check to ensure that the problem has
Organising Dining Services 119
been solved. Using this approach, the host can turn a bad
situation into a good situation. This skill in handing
complaints is another area that the host must excel in to
create a positive moment of truth for the restaurant.
Problem of Not Honouring Reservations
Unfortunately, one of the major problems that occurs in
restaurants is that reservations are not honoured. This
happens for a number of reasons. Occasionally there will
be a problem because reservations have been taken
incorrectly. Other times, guests will stay longer than their
residence time. Regardless of the problem or reason why
the restaurant does not have a table for the guests, it is
the fault of the restaurant, not the guests.
To solve the problem, the host must seat the guests
as soon as a table becomes available. However, the host
first should explain the problem to the guests and offer
an apology for their inconvenience. It is recommended that
the host make some positive gesture to the guests to soothe
their feelings for their inconvenience. If it is legal in your
state, buy them a bottle of wine with the meal; or have
them go to the bar and buy them a drink. If they don t
drink, offer them a free dessert.
In the meantime, the host also has to deal with guests
who are staying past their residence time. The host should
find out the reason for the delay. If it is a problem that
can be solved quickly (the service person has not given
the guests their check), the host can rectify it immediately.
The table can now be set (called turning tables) for the
next guest. If the guests are sitting with an extra cup of
coffee, the host may not be able to do anything. Or an
offer may be made to move the guests to another area
(such as the bar or a sitting room), where they can
continue their conversation. However, this is a very tricky
situation, and the host may do more harm than good by
120 Banquet Management and Room Division
asking the guests to move. This is a decision that the host
would make after considering whether asking the guests
to move would create negative feelings in the guests.
After the problems have been solved, the host must
identify the reason why the reservations were not
honoured. Then, adjustments to the reservation policy
must be made so the problem will not occur again. The
host must be able to solve the problem of not honouring
reservations, so the guest will want to return to the
restaurant for another meal.
The host s job is not complete until long after the
guests leave the restaurant. After the guests have received
their entrees, the host works the floor and talks to the
guests, inquiring about their meals. Before the guests leave
the restaurant, the host should inquire about the dining
experience and offer the guests something free. This could
be an after-dinner drink, dessert, or complimentary coffee.
The key is to let the guests know that their business is
appreciated.
Logbook
Each restaurant should have a book that includes a record
of the important happenings of the day. Items such as the
number of meals hat were served, the waiting time of
reservations, the time first seated, and other items that will
assist in the forecasting of the business may be included
in the logbook. In addition, there is usually an area where
messages are left for the next shift. By having this special
area in the logbook, no messages are lost and there is proof
that information was passed to the next shift. This logbook
will help the restaurant run smoothly and efficiently.
Marketing Plan
All businesses, regardless of type, need a marketing plan.
Organising Dining Services 121
The plan is a blueprint for the business. Because the only
constant in the business world is change, the restaurant
or banquet manager has to complete this blueprint to guide
the business for the upcoming year. A marketing plan lets
management know where the business is at present. It
outlines problems and opportunities by identifying the
operation s strengths and weaknesses as well as its
competitors. Goals are set and strategies are planned based
upon an analysis of the strengths and weaknesses. The
marketing document will state how the plan will be
implemented and executed. Included will be a budget to
help the operation reach its desired goals. Finally, the plan
will have criteria built into it to allow management to
determine if the plan has been successful.
8
PREPARATION OF BANQUET EVENTS
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