B&F Service Training 9-13 October 2023 PAGE 1
Course Outline G - Greet the guests U - Use the guest’s name E - Establish the guest’s need promptly S - Show interest in the guest T - Thank the guest and offer further assistance PAGE 2
G.U.E.S.T Model PAGE 3 G - Greet the guests U - Use the guest’s name E - Establish the guest’s need promptly S - Show interest in the guest T - Thank the guest and offer further assistance
PAGE 4 GREET THE GUEST 15/5 Rule Smile Wai Greet G
•All Associates and Managers: • Interactions with guests must be guided by the question "What do I need to do to exceed this customer's expectations" • Demonstrate the empowerment to make decisions in all guest interactions / delight each guest / anticipate needs / provide thoughtful gestures • Demonstrate a positive attitude / attentive service and always make a great first impression / be responsive to cues for pace / service • The 15 / 5 (4.6 / 1.5m) rule is consistently displayed. Always be on stage •At 15 feet (4.6 m, 15 steps) make eye contact and smile •At 5 feet (1.5 m, 5 steps) maintain eye contact •Greet the guest with warm greeting/welcome • Acknowledge guest standing in queue (including car queue), either verbally or non-verbally • Use the guest name with every interaction, when known Section #11 •Be well-groomed and professional at all times •Proper uniform and name badge and/or service pins where applicable •Uniform is always clean and in good condition •The associate / manager maintained good posture (i.e., visibly engaged/listening attentively) and eye contact throughout guest interaction •Provide a warm and sincere opening (i.e., indigenous local welcome / genuine sense of welcome) / closing to each guest interaction / thank the guest for joining them) •Offer pro-active assistance with each guest interaction (May I assist you with anything else) •Guest expectations are always met / satisfied after every associate / free of negative detractors / focused on individual needs
Greet 1.Welcoming the guest (Breakfast) Waiter: Good morning Sir/Madam. welcome to Crave Restaurant, How are you this morning sir/madam? Guest: I’m very well, Thank you Waiter: My name is (A), How may i assist you today ? Guest: Yes, I Want to have breakfast Waiter: Certainly sir/Madam. May i have your name and room number please? (and how many person with you?) Guest: My room number is 2001 My name is jack. (for 3 person) Waiter: alright Mr. jack let me escort you to your table, could you follow me please!(This way please.) or we prepared a nice table for you, this way please. 2. Sitting the guest waiter: Mr. jack this is your table, is it comfortable for you? (Would this table be alright for you Ma’am/Sir?) Guest: Yes, thank you. waiter : Your welcome, sir. (Start introduce food section.) If you need any assistant, Please let me know. Please enjoy the breakfast. PAGE 6
Greet 1.Welcoming the guest (Lunch) Waiter: Good Afternoon Ma’am/Sir. Welcome to Crave Restaurant, How are you today? Guest: Good Afternoon .I am fine. Waiter: Do you have any reservation Ma’am/Sir? Guest: No, I don’t have. Waiter: May I suggest a table for you Ma’am/Sir? Guest: Yes please. Waiter: This way please. Guest: Okay.(Upon arriving to the table) Waiter: Would this table be alright for you Ma’am/Sir? Guest: Yes, Certainly.(Waiter will assist the guest) Waiter: Please, have a seat Ma’am/Sir? Guest: Thank you. Waiter: Would you like me to assist you in putting the table napkin on your lap? Guest: No, I can manage. PAGE 7
Greet Waiter: Excuse me Ma’am/Sir. Would you like some refreshing juice or coffee before your meal? Guest: No, only water please.(The waiter gets water on Waiters Station) Waiter: Excuse me Ma’am/Sir. Here is your water. Guest: Thank you. Waiter: Excuse me Ma’am/Sir. Here is the Menu Book for your Food and Beverage selection. May I recommend our Signature menu......... Guest: Okay, thank you. Waiter: Would you like me to stay here or you will just call me at the Waiter Station. Guest: I’ll just call you. Guest: Waiter… Waiter: Yes Ma’am/Sir. Are you ready to order? Guest: Let me have ............ Waiter: Would you like to try our chef’s specialty which is .......... It is a satisfying dessert and it is made up of ................. Guest: Sure, let me try it. Waiter: I will just repeat your order Ma’am/Sir. ............................. was that all Ma’am/Sir? Guest: Yes, exactly. Waiter: Your order will be served after 20mins. Guest: Okay. Waiter: Excuse me Ma’am/Sir. here’s your ........Menu....... Please enjoy your meal! PAGE 8
Greet WELCOMING THE GUEST With RESERVATION Waiter: Good morning Sir/Ma’am! Welcome to Crave Restaurant. Do you have any reservation? Guest: Yes Waiter: May I know your name please? Guest: My Name is Jonh William. Waiter: Thank you Mr. William, Please wait just moment, May I checking for your reservation. Guest: Okay Waiter: All right Mr. William we prepared a nice table for you, this way please. Have a sit please. Excuse me Sir/Ma’am can I lay your table napkin? Guest: Yes Waiter: (Serve water after laying the table napkin) Introduce name after pouring the water into the water goblet) Excuse me Sir/Ma’am, I’m …….Name……your food attendant for the today, and it’s my pleasure to serve you. Excuse me Sir/Ma’am here’s your ........Menu....... Please enjoy your meal! PAGE 9
Role Play
PAGE 11 USE THE GUEST’S NAME The importance of using guest’s name How to find out their names Make special emotional connection with guests – make them remember you How to introduce yourself U
Role Play
PAGE 13 ESTABLISH GUEST’S NEED PROMPTLY Know our guest Engage our guest Time frame of service standard Connect our guest with our brand based on reason for stay Engage in a conversation - Conversation Starters Check Satisfaction + Ask for feedback “How is your ….?” Find out their needs through active listening and close observation E
PAGE 14 Do you have today’s newspaper? Can you have an extra table here? Where is the lobby? Never Say ‘NO’ to Your Guests
PAGE 15 Present yourself to the guest with a genuine smile. Always offer the guest to carry his/her bags. Always try to walk to the right of the Guest while directing to their room. Walk a short step ahead of the Guest maintaining a distance of 2 feet from him/her. Smile warmly and maintain eye contact when conversing with the Guest. On the way, briefly explain the hotel features and facilities which the guest needs to know TIPS ON HOW TO ESCORT YOUR GUESTS
PAGE 16 Trip Personas “Every trip is different, they are different in every trip”
Role Play
PAGE 18 SHOW INTEREST IN THE GUEST Listen to understand Ask for clarification / because you care Provide options / personalized service S
PAGE 19 Offer what we have in the hotel first Offer other alternatives PRIVIDE OPTIONS
PAGE 20 Listen for Guest Cues Just Do It without asking – Service from the Heart S SHOW INTEREST
PAGE 21 Guest coughing and squeezing Service Associate: “Are you ok?” Guest: “I’m alright. Thanks.” Associate: (Smile – Bye) Service from the Heart = Going above and beyond - How? Listen for Guest Cues
PAGE 22 Guest coughing and squeezing Listen for Guest Cues
PAGE 23 SCENARIOS Guest asking for/looking at a map Guest asking how early breakfast starts Guest arriving and sweating all over Guest coming with two young active kids
Role Play
PAGE 25 THANK THE GUEST & FAREWELL Thank the guest “Thank you for staying with us.” “Thank you for dining with us.” “Thank you for coming and hope to see you again soon.” T
PAGE 26 THANK THE GUEST & OFFER FURTHER ASSISTANCE Offer Further Assistance “Can I help you with anything else?” “Would you like anything else?” “Is there anything else I may assist you with?” T
Role Play