AGENDA

SERVICE SESSION

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GOLDEN RULES FOR GREAT GUEST SERVICE
GENUINE SMILE GROOMING
PRODUCT KNOWLEDGE

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 GENUINE SMILE
Smile adds a friendly touch to your
personality.
Smile gives a good first impression.

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A smile is the light in your window that tells
others that there is a caring, sharing person
inside.

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Flurys
 GROOMING
It is the process of making yourself look
neat and attractive. The things which
you do to make yourself and your
appearance tidy and pleasant.

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PERSONAL GROOMING HABITS

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 CLEANLINESS OF THE BODY
 All employees must present a well-groomed, smart, pleasant and trust-
worthy appearance at all times.
 All employees should take shower before reporting to duty.
 Always keep skin clean.
 Drink plenty of water.
 Apply a mild deodorant or perfume.

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 HAIR
 Hair must be clean, well-groomed, styled away from face.
 Hair colors must be of natural and appear professional.
 Women must have their hair tied back if longer than shoulder length by
more than 2 inches.
 Keep hair short, neat and well combed and free from dandruff.
 Hair must not extend past the top of the shirt collar and must be away
from the face presenting a well-groomed appearance at all times.
 All must wear hair net or hats on food areas.
 Men are required to shave every day.
 Sideburns must be neatly trimmed and not extend below the bottom of
the earlobe.
 Moustaches must be neat and well-groomed and must not extend
beyond the corners of the mouth.
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 While on duty, do not comb, brush or touch your hair.
 HANDS, NAILS & TEETH
 Wash hands every time after using the toilet/washroom, smoking,
eating and ETC.
 No watch for food handlers.
 NO acrylic, fake nails, or nail polish.
 Do not bite nails on shift.
 Fingernails should be trim and clean at all times.
 Brush teeth twice a day and rinse well after every meal.
 Rinse mouth each time you drink or eat something.
 Chewing pan, supari, gum etc., or smoking while on duty is not
allowed.
 For those who smoke it is important you rinse your mouth after
every smoke and use a mouth freshener Flurys
HANDWASH PROCEDURE

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 MAKE UP & JEWELRY
 No excessive jewellery permitted.
 Only one ring of conservative design; no stones.
 No ear studs for male.
 Only ear studs permitted for ladies; shouldn’t
fall below the ear lobe.
 No bracelets or visible neck chains allowed.
 Lipstick must be pink color.
 For female light make up permitted.
• Dangling earrings should not
be worn during shift.
• A single string of pearls, a
gold chain or a mangalsutra
around the neck are
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 UNIFORM
 Uniform should be always CRISP.
Clean
Right fit
Ironed
Stain-free
Presentable
ALL EMPLOYEE HAVE TO WARE
HAIR NET WHILE ON SHIFT IN BOH. Flurys
 UNIFORM -MALE
Brown Shirt, Trouser & Apron.

Brown Belt.

Brown Socks.

Oxford shoes-Dark Brown.

(SHOE NO-9428)
Name Badge.

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 UNIFORM -FEMALE
Pink Shirt, White Trouser & Apron.

Belt.

Black Socks.

Black shoes.

Name Badge.

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 PRODUCT KNOWLEDGE
Knowledge about food, beverages, the services you offer and the facilities
available is called 'product knowledge‘.
All responses to customer questions about food and beverages must
be answered:
A. Courteously
B. Correctly/accurately
C. Honestly.
When responding you must:
A. Speak clearly
B. Speak confidently
C. Talk loud enough so people can hear you – without shouting.

It is extremely important to make sure special requests relating to dietary

issues and/or identified medical conditions receive extra and special
attention. Flurys
A. Allergies. B. Medications. C. Health-related conditions –such as diabetes.
 PRODUCT KNOWLEDGE

A. Menu items (dishes offered on the menu - you should know

what is available and what is not.
B. Serve, or portion sizes
C. Prices
D. Cooking styles
E. Cooking times
F. Ingredients
G. Taste.
H. Cutlery and crockery required for service of individual menu
items.
I. Knowledge about matching menu items to menu items.

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 PRODUCT KNOWLEDGE
1. Product knowledge builds enthusiasm/Confident.
2. Product knowledge gives us courage.
3. Product knowledge gives us the satisfaction of
being expert.
4. Enhanced Up selling and Cross-selling.
5. Effective Communication.
6. Creating the Ideal Guest Experience.
7. Product knowledge is power that helps you to
close more sales.
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GENERAL ETIQUETTE

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 GENERAL ETIQUETTE
 Do not stand in groups and discuss in the restaurant

 Check your body language

 Work as a team. If you are not busy, assist colleagues

 Show respect towards all colleagues

 Do not listen to personal conversations of guests

 No eating or drinking, except in the designated area or time

 No smoking, influence of alcohol or chewing tobacco/gum

 No use of foul language

 Mobile phones to be switched off and left at the guard during duty hours. Urgent

calls can be attended at the Unit

 Arguments between staffs to be avoided. Flurys
 TELEPHONE ETIQUETTE
 R:-Respond Promptly
 I:-Identify Yourself
 G:-Go Out Of Your Way To Help
 H:-Hear carefully
 T:-Terminate Politely

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 TELEPHONE HANDLING PROCEDURE

Opening Script:-
“Good (Morning, Afternoon, Evening)Flurys ... (Name of the location).I am....
(Your Name). How may I assist you?
Closing Script:-
“Thank you Sir/Ma’am, It was a pleasure talking to you, have a nice day”.Flurys
 GREAT GUEST SERVICE
 DINE IN SERVICE-In which guests are seated at
a table, give their order to a server and are
served their food at the table.
 TAKEAWAY SERVICE-Food which is ordered and
made in a restaurant and is then taken away to
be eaten at home or elsewhere.

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 SERVICE STEPS OR MOT
MOT- Moments of truth are those
interactions where we put a high
amount of energy/action to reach a
satisfactory outcome. They are
those moments in which
important impressions are
formed which is unforgettable. Flurys
 DINE IN SERVICE
 MOT 1:- Warm Greeting
 MOT 2:- Preferred Seating
 MOT 3:- Attentive Order taking
 MOT 4:- Serving Beverages
 MOT 5:- Serving Appetizers
 MOT 6:- Serving Main Course
 MOT 7:- Feedback on food during service
 MOT 8:- Suggesting Desserts or Confectionary products
 MOT 9:- Delivering desserts and offering bill.
 MOT 10:-Taking payment and genuine Thanking and Farewell.
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 FOR AIRPORT
MOT 1 – Greeting
MOT 2 – Seating
MOT 3 – Order Taking
MOT 4 – Serving the Order
MOT 5 – Following Up after Serving the
Order
MOT 6 – Clearing & Delivering the Bill
MOT 7 – Thanking & Farewell Flurys
 MOT 1-WARM GREETING
 Welcome guest with a warm smile and direct eye contact within 15 seconds if
no queue or within 30 seconds if there is a queue.
 Keep smile genuine, not a required or forced gesture.
 Welcome guest with a friendly comment.
 Make greeting friendly, not repetitious or mechanical.
 Speak in clear, concise manner.
 Use tone of voice and body language to demonstrate sincerity.
 If there is a queue, quote an accurate wait time and provide a menu.
 Record names and party size.
 STEP 1: Greet guest with a warm smile and hospitable comment.
Say: Hi, Sir/Mam, Welcome to Flurys. Table for how many of you? Flurys
[Link] AND HOSPITABLE GREETING

Welcome to
Flurys”

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 MOT 2 -PREFFERED
SEATING
 Seat guest immediately at a completely set table. (No queue)
 Seat guest at a clean, completely set table within quoted time.
 Accommodate guest seating preference when available.
 Offer a choice of seating.
 Offer a size-appropriate table.
 Introduce the server and explain what happens next.
 Do not leave the table until guest knows what comes next.
 STEP II: Ensure guests are seated with preferences if available
Say: Sir/Mam, I hope you are comfortable here?

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 2. PREFFERED SEATING
Hope You are Comfortable Here”

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MOT 3-ATTENTIVE ORDER TAKING
 Offer to take order within 2 minutes of seating
 Greet the guest with a warm smile and direct eye contact
 Introduce yourself by name.
 Be sensitive to guest needs
 Speak clearly-Do not sound robotic or mechanical
 Listen Carefully to guests
 Never interrupt while guest speaks
 Asks questions to clarify
 Be accurate while entering the order
 Confirm the order by repeating it Flurys
 ATTENTIVE ORDER TAKING-CONT
STEP III: Initiate order taking process with a smile, and
suggestive sell wherever possible.
Say: Sir/Mam what can I get for you today?
Suggestive sell products as per guest order
Repeat the order and quote accurate time for order
service.

Say: May I repeat your order? You have

ordered… Your order will take around…..mins.
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 3. ATTENTIVE
ORDERTAKING
“Great Order Sir/Mam’ –repeat
order
Your order will take about…
quote time”

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 MOT 4-SERVING
BEVERAGES
 Each item should be announced while serving to the
guest.
 Place the drink in front of the correct individual.
 Place the beverage at a comfortable reach to the guest.
 Provide caution warning for hot beverages.
 Enquire if second help is required
 Offer condiments whenever applicable
 STEP IV: Serve Water and Beverages:-
Say: Sir/Mam, here is your refreshing….
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 4. SERVING BEVERAGES

“here is your chilled/hot

Enjoy your beverage!”

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 MOT 5-SERVING
APPETIZERS
 Ensure fresh plates are provided while serving appetizers
 Do not stack plates on table
 Announce each item while serving
 Announce special orders carefully ensuring guest being
satisfied that there order was prepared accurately
 Place order at a comfortable reach of guests.
 Provide warning about hot items, hot plates.
 STEP V: Serve Appetizers:-
Say: Sir/Mam, here is your hot and crispy French
fries/ juicy sausages etc….hope you enjoy your food. Flurys
 5. SERVING APETIZER

• Announce product
and serve “Enjoy
your food”

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 MOT 6-SERVING MAIN
COURSE
 Serving the main course is the most important rule of
Impeccable Service standard.
 Each team should ensure the main course should be served
hot and fresh.
 Main course should be served only after appetizers are
finished.
 Fresh plates should be provided for main course.
 The entire main course should be served together unless the
guest has requested otherwise.
 Provide warning about hot serve wares.
 Announce each item while serving and take permission to
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serve the products to the guest.
 SERVING MAIN COURSE-
CONT
Special orders need to be specifies so that clarity
remains on guest needs are taken care.
Place the items in the comfortable reach of the
guest.
STEP VI: Serve Main Course:-
Say: Sir/Mam, serving your main course…
announce each item and wish enjoyment of
meal….. Hope you enjoy your meal, do let me
know if you need anything, I shall be around
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 6. SERVING MAIN COURSE

Announce product and

serve
“Enjoy your food”

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 MOT 7-FEEDBACK ON FOOD DURING
SERVICE
 Enquire if any help is needed or offer appropriate condiments.
 Ensure guests enjoyment meal comment is made genuinely.
 Follow up on enjoyment or feedback on meal.
 Be easily available during the meal when needed by the guest.
 Always be sensitive to guest privacy and ensure to the guest that you will be around
to meet the guests need.
 Check on guest satisfaction.
 Offer for beverage refills.
 Pre-Buss if any plate is found empty.
 STEP VII: Follow up/ Feedback of food during Service:-
Say: Sir/Mam, I hope you are enjoying your food, do let me know if you need Flurys
 7. FEEDBACK OF FOOD DURING
SERVICE
I Hope you are enjoying your
food. Do let me know ”

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MOT 8-SUGGESTING DESSERTS OR CONFECTIONERY
PRODUCTS
 Offering desserts or guiding through the confectionary counter is another
major attribute for impeccable service.
 It gives the opportunity to the guest to enjoy a full dining experience at
the restaurant.
 Ensure Desserts are offered only after all at the table have finished their
main course.
 Clear the table while guest makes choices for desserts.
 Make suggestion on desserts.
 Always make hospitable comments on guest choices.
 Repeat and confirm dessert/confectionary order.
 STEP VIII: Suggest Desserts or Confectionery Products:-
Say: Sir/Mam, would you like to order for desserts or
confectionery products, you can choose confectioneries from our
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counter
 [Link] DESSERT & CONFECTIONERY
PRODUCTS

“Would you like to order

desserts or pastries?”

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 MOT 9-DELIVERING DESSERTS OR CONFECTIONARY PRODUCTS AND
OFFERING BILL

 Delivering desserts or confectionary products are offering bill is another

step for impeccable service which impacts the guest’s experience.
 Announce all items while being served at the table.
 Place all the items in comfortable reach of the guest.
 Enquire about any assistance is required and offer appropriate
condiments.
 Ask about bill readiness without making the guest feel rushed.
 Always add a personalized note whenever possible on bill.
 Ensure bill is served in a neat and well maintained bill folder.
 STEP IX: Deliver desserts or confectionery products and ask for
payment:-
Say: Sir/Mam, here is your fresh pineapple fresh cream pastry/
warm baba cake etc. Would you like to order anything else?
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 9. OFFERING BILL, CLEARING TABLE, TAKING
PAYMENT

here anything else I Can assist you with”

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 MOT 10-CLEARING TABLE, TAKING PAYMENT AND GENUINE THANKING AND
FAREWELL

 Clear the table after completing desserts. Meanwhile offer right

condiments if required.
 Ensure bill is served in a neat and well maintained bill folder while asked.
 Handover the bill with a personalized note and a comment card inside.
 Thank the guest with smile & eye contact and invites them to revisit.

 STEP X: Clearing table, taking payment, genuine thanking and farewell:-
Say: Sir/Mam, I hope you enjoyed the food, here is your bill
(return accurate balance), thank you for visiting Flurys, please
visit us again. Have a nice day!
Please share your experience at feedback@[Link]

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 10. GENUINE THANKING AND
FAREWELL
“Thank You for visiting Flurys.
Please visit again!”

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 TAKEAWAY SERVICE
MOT 1:- Warm Greeting
MOT 2:- Attentive Order taking
MOT 3:- Serving Order
MOT 4:- Thanking and Farewell.

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 MOT 1- WARM GREETING
 Welcome guest with a warm smile and direct eye
contact within 10 seconds, Keep smile genuine, not a
required or forced gesture.
 Welcome guest with a friendly comment.
 Make greeting friendly, not repetitious or mechanical.
 Speak in clear, concise manner.
 Use tone of voice and body language to demonstrate
sincerity.
 STEP 1: Greet guest with a warm smile and hospitable
comment. Flurys
[Link] AND HOSPITABLE GREETING-

Welcome to
Flurys”

Flurys
MOT 2-ATTENTIVE ORDER TAKING
Offer to take order within 2 minutes of arriving
guest.
Be sensitive to guest needs
Speak clearly-Do not sound robotic or mechanical
Listen Carefully to guests
Never interrupt while guest speaks
Asks questions to clarify/Do suggestive selling.
Be accurate while entering the order
Confirm the order by repeating it Flurys
ATTENTIVE ORDER TAKING-CONT
STEP III: Initiate order taking process with a smile,
and suggestive sell wherever possible.
Say: Sir/Mam what can I get for you today?
Suggestive sell products as per guest order.
Repeat the order and assist to make the bill in the
counter by sharing order details to the cashier.

Say: May I repeat your order? You have

ordered…within 5 minutes I am delivering it,
please process your payment at the counter. Flurys
 MOT 3- DELIVERING ORDER
 Delivering the order is the most important rule of
Impeccable Service standard.
 Announce each item while delivering and pack.
 Ask vegetarian & non vegetarian food need to pack
separate or not.
 Use separate tongs or gloves while packing the food.
 Use appropriate packaging materials for packing.
 Ask for carry bag requirement.
 Handover food with smile.
 STEP III: Delivering Order:-
Say: Sir/Mam,announce each item and wish enjoyment Flurys
MOT 4-THANKING AND FAREWELL
Thank the guest with smile & eye contact and
invites them to revisit.
 STEP IV :
Say: Sir/Mam, “Thank you for visiting
Flurys , Please visit again. Have a nice
day!”
Please share your experience -

feedback@[Link]. Flurys
 Standard Phrases
Good Morning Sir / Madam
Good Afternoon Sir / Madam
Greetings
Good Evening Sir / Madam
Do not say Morning Sir / madam
Have a pleasant day, Sir / Madam
Parting Comment We look forward to see you again Sir / Madam
Do not say have a pleasant night
When the guest asks for something and
Certainly Sir / Madam
you can provide
May I help you, Sir / Madam
May I take your order
Asking the guest for any assistance
Please let us know if there is anything we can do
for you Sir / Madam
My pleasure, Sir / Madam
When guest thank you for something Glad to be at your service
You are welcome
When you wish to assist the guest in Allow me Sir/ Madam
carrying something May I assist you Flurys
 Standard Phrases
I beg your pardon
Would you kindly repeat that
When you want the guest to repeat what was said
Could you spell it for me
Never say “What” or “ Huh”

I’m sorry
When you are not able to provide a service
May I suggest an alternative

When you are not sure, whether it can be provided Yes, certainly, allow me to find out and I will get back to you

Good morning sir/ madam, I will be with you in a minute.

If you have to keep a guest waiting because you are busy
with someone else
Then when you revert back to guest
I’m sorry to have kept you waiting, how may I assist you.

Always speak in complete sentences May I have your name please. Not “Name please”

When leading a guest Please come this way, Sir/ Madam

To break away from a conversation with a guest Will you please excuse me

When the guest is unwell I’m sorry to hear that, I hope you will get well soon.
Flurys
 SELLING PROCESS
Suggestive selling -Suggestive selling
is the process in which we provide
guidance or suggest complimenting
products after the guest has placed
the order.
Up Selling-Is the process in which
similar product of higher value is sold
to the guest. Flurys
Life Is Beautiful _ ‘The Kitchen is Open’ (HD) - Roberto Benigni, Horst Bucholz _ MIRAMAX.mp4
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 THE ART OF SUGGESTIVE SELLING
* COOKING METHODS, *SAUCE / GRAVY
KNOW YOUR MENU *APPEARANCE, *PORTION SIZE
*ACCOMPANIMENTS, *PREPARATION TIME
MATCH THE
TWO *HURRY / RELAXED, *VEG / NON VEG
*SPICY / NON SPICY, *LIGHT / HEAVY
UNDERSTAND THE
GUEST NEED
*BEVERAGES
*JUICES/SALADS/STARTER/SOUPS
COMPLETE THE ORDER *MAIN COURSE, *DESSERTS
*TEA/COFFEE
*CREATE AN IMAGE OF THE DISH
*KEEP YOUR SENTENCES CRISP AND PRECISE
WHILE SUGGESTING *DO NOT GIVE MORE THAN 2 OR 3 CHOICES
*COMPROMISE IF REQUIRED
*1 DESSERT WITH 2 FORKS IS BETTER THAN NO DESSERT AT ALL

*DELICIOUS
USE APPROPRIATE *OUR CHEFS COOK IT VERY WELL
*OUR CHEF RECOMMENDS
PHRASES *MAY I RECOMMEND A------
TO COMPLETE THE MEAL INSTEAD OF DO YOU WANT ANYTHING ELSE.

DELIVER WHAT YOU DO NOT GET CARRIED AWAY WITH WORDS

PROMISE IF YOU OFFER FRESHLY BAKED CROISSANT,
ENSURE THAT THEY ARE FRESHLY BAKED

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UPSELL BUT DO NOT OVERSELL
 SUGGESTIVE SELLING
 Note any changes in the menu
 Know new or promotional items
 Know the basic preparation and the main ingredients
 Know how long each item will take to serve
 Know how to match needs of the guests with
appropriate items, sell each item as a benefit/value add
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 Recommending
 Recommend:
 “Sir/Ma’am, May I recommend…”
 “Would you like some coffee with the sandwich?”
 Avoid over selling to regular guests
 Accommodate the guest’s preference
 Take note of any special instructions by the guest
 Suggest menu combinations, like muffins with coffee
 Confirm the order with the guests before leaving the table/packing
 Inform the approximate time for the order to be ready
 In case of any delays, inform the guest:
“ I am sorry, Sir/Ma’am, there is a slight delay in bringing your order. I will
serve you in the next … minutes.” Flurys
 HOW TO HANDLE NEGATIVE SITUATIONS
PROBLEM HANDLING PRINCIPLES COMPLAINT
HANDLING PRINCIPLES

 Never Argue with the Guest. FOLLOW -

-L.A.S.T. PRINCIPLES.

 Never Let a guest leave Unhappy

 Never Blame other team member

 Solve the problem before it becomes a complaint

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 What is a Complaint?

“An expression of
dissatisfaction on a guest’s
behalf” Flurys
 Guest Complaints
Always follow L.A.S.T principle

Listen
Apologiz
e
Satisfy
Thank
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 L.A.S.T- PRINCIPLE
 Hear what the guest says

Listen
Do not interrupt guests
 Be concerned to them
 Express willingness to solve their concern

 Apologize for the trouble

Apologize  Offer a solution
 Express willingness to solve the concern

Satisfy
 Check with guest if solution satisfy him/her
 Inform the Store Manager

Thank  Thank the guest for giving a chance to solve the problem

Flurys
 FOLLOWING L.A.S.T

Solving a guest’s problem can

create a guest for life coming to
our brand.

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 SUMMARY
“There is only one boss. The guest. And he can fire everybody in
the company from the chairman on down, simply by spending
his money somewhere else.”
"One guest, well taken care of, could be more valuable than
10,000 worth of advertising.”
if we're serious about our business, we have to focus on
the core --our guest. Because, without them, we have
no business at all.
No Guest = No Sale
No Sale = No Work
No Work = No Salaries
No Career
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No Progress......
 C.H.A.R.M.E.R.S.
CHARMERS are C-COURTESY
the qualities
which are present
in us that provide H-HOSPITALITY
Great Guests
Experiences and
Ownership A-
towards the ACCOUNTABILITYFlurys
 COURTESY
‘THE SHOWING OF POLITENESS IN ONES ATTITUDE AND BREHAVIOUR
TOWARDS OTHERS’’

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 HOSPITALITY
THE FRIENDLY AND GENEROUS ENTERTAINMENT
OF GUESTS

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 ACCOUNTABILITY
“THE FACT OR CONDITION OF BEING
RESPONSIBLE’

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 RESPECT
“REGARDS FOR THE FEELINGS, WISHES OR RIGHTS OF
OTHERS”

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 MAINTAINED
“THE PROCESS OF PRESERVING A CONDITION OR SITUATION”

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 ENTHUSIASM
A FEELING OF ENERGETIC INTEREST IN ACTIVITIES AND EAGERNESS TO BE
INVOLVED”

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 RECOGNITION
ACKNOWLEDGEMENT OF AN ACTIVITY OR AN INDIVIDUAL FOR AN ACTION OR
EVENT’’

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 SERVICE
THE ABILITY TO POSITIVELY SATISFY GUESTS WITH GREAT
HOSPITALITY”

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 BEST WISHES !!!

Thanks for being here!

Have a great career with us…
Flurys