Restaurant service standards. Restaurant Service Standards
If you decide to open a restaurant, then remember that one of important components the success of your enterprise are the service standards in it. in the restaurant category is unique - each restaurant has its own standard, focusing on the expectations of customers. Therefore, you will have to carefully work on developing a single standard for all employees of your restaurant. Creating standards and a clear understanding of what service methods in a restaurant will give it recognition among visitors, partners and employees.
Of course, if you are interested in long-term work with each client, if you want your guests and clients to return again and again, bringing you income, then you will not regret the time and money spent on clear standards - what methods and forms of service in the restaurant necessary and obligatory for each of your employees.
It would seem that it is simpler: met, menu offer, ordering, seeing off. However, not everything is so simple, you need to create a holistic positive feeling for the client not only from the quality of food and drinks, but from the atmosphere around.
Service standards in a restaurant - instructions for staff on how to behave with a client in various situations.
Remember that non-compliance with the standard or its foreignness will entail a loss. For example, if you open a Chinese restaurant, then you need to create an oriental atmosphere in it: clothes, bows, interior - everything should work to create a positive image. If you are opening a high-end premium restaurant, then the inconspicuousness of the staff, perfect service and balance of phrases should be an important highlight. Hence it follows that a single standard cannot exist as such.
Service standards in a restaurant are the set of rules and frameworks of behavior in which an employee is required to act. It is in it that the policy of the institution is reflected. It clearly spells out the phrases that need to be pronounced, makeup, movements, facial expressions, as well as the time spent on each action. This also includes the criteria for selecting personnel, what they should have, methods of training and control, and much more.
By creating the right atmosphere based on the developed service standards, you will create a comfortable and cozy environment that will certainly be appreciated. And on the basis of it, it will cause the emergence of a permanent clientele.
Of course, an important factor in creating the right atmosphere is healthy relationships in the team. A serious and respectful attitude towards is visible to the naked eye, and accordingly humiliated and downtrodden workers will not hide the true state of affairs with any smiles. All of this can negate your service standards.
An individual approach to each guest is also important. So, for example, the staff should determine at a glance how to meet the guest: in what mood he came and what his soul desires. Of great importance is the first phrase uttered when meeting a visitor: if he is depressed, then it is not advisable to meet him with an enthusiastic voice “We are glad to welcome you to our restaurant”, this may be followed by an unexpected reaction. For this, there are service standards, where they should be prescribed various situations and methods of conduct in each case, to be effectively used without delay.
I think enough has been said to prove to you that the standards of service in a restaurant are developed with individual approach- the key to success and a guarantee of a constant influx of customers who will not only return, but also bring their partners, friends and acquaintances.
A very common occurrence all over the world. After all, this business is always in demand. Style, design, concept - it all depends on the capabilities and desires of the owner. But the standards of service in the restaurant - from its focus. At the counter or counter serving dishes in fast foods and bars. Many restaurants are focused on the so-called buffet, when the visitor puts everything he likes on his plate. French, English, American standards of service in the restaurant differ. If, with one dish, they put them in the center of the table in a large dish, so that the guests can serve themselves, then in the other, they are brought already served and decorated from the kitchen. There are also differences in the forms of service in the restaurant and where the food is prepared: in front of the client or in the kitchen. But the behavior of the staff should be hospitable and friendly in any style. It depends on him whether the guest wants to return, and not only on the skills and talent of the chef.
General principles
All restaurant service standards say that service starts at the doorstep. How the guest is greeted, what the first impression will be, is of great importance. 
meaning. So, the waiter or doorman should say hello with a smile and maintain eye contact. The guest should feel that he is welcome here and his appearance was noticed. The greeting should not take more than a minute, including the choice or offer of a table. The waiter then offers drinks. He can immediately recommend some dish of the day or the signature masterpiece of the chef and, of course, the menu. True, in some establishments the menu is always on the tables. But restaurant service standards suggest that guests should not be forced to ask or look for a waiter themselves. It is very important that the staff knows what and how the dishes are prepared and can advise the client. Often people who do not use any products ask about the composition. It is also recommended that the waiters themselves try each dish that is on the menu in order to give competent advice regarding taste. After all, the very praise from the lips of the attendants - "I recommend it, it's very tasty" - means a lot to the guest. There should not be, however, familiarity and the use of diminutive words ("pivasik", "seagulls").
Ethics and aesthetics
Service standards in a restaurant also prescribe focusing on taking into account all the wishes of the guest, writing down the entire order and the number of dishes, as well as the nuances (someone will ask for coffee without milk and sugar, someone - a dish that is not too spicy or without salt). Ladies must first place an order, if children are sitting at the table, then they are served first. If guests want to drink wine, then usually a sommelier is invited to the table. Non-alcoholic drinks are served within three minutes.
Features of the work of service personnel
Restaurant service standards recommend putting sauces, salt, pepper and other seasonings on the table before the main course. After the guests try the order, the waiter should gently ask if everything is in order. You may need to change the dish. Also, during the dinner, the waiter is obliged to discreetly clean up the dirty dishes. Service standards in a 4 and 5 star restaurant dictate that the ashtray be replaced after every cigarette smoked. The waiter must also be within the reach of the guest and fully prepared to help him, but at the same time act unobtrusively. Before serving dessert, coffee, tea, you must also remove all dishes and seasonings from the table and put a sugar bowl. At the first request of the guest, the waiter submits the bill. It is recommended to ask if the client will pay in cash or by card, in order to come up with a payment terminal. Farewell to guests should be extremely polite. Service methods in a restaurant do not always involve tips, but as a rule, customers themselves want to reward the waiter they like. However, if they have not done so, it is unacceptable to hint, much less demand.
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Today, it is obvious that quality service is one of the main reasons why customers choose this or that institution. Now a person can find similar services in different restaurants and cafes, and when choosing an institution, the decisive factor is not the dish, not the price, but the quality of the service. To surprise the guest, the service personnel must possess the necessary skills and abilities, in particular, service standards, knowledge of the product, the ability to recommend and sell it.
On the one hand, service standards are a clear definition of all stages of personnel work, a certain algorithm of actions, brought to automatism. On the other hand, their constant implementation is a continuous process of learning, repetition, practice and refinement.
Service standards are the rules of behavior, appearance, service that employees in a restaurant must constantly and strictly follow. A staff that offers the same professional service every day emphasizes high class of your institution.
Good service is a multifaceted process. The style of service may differ in different establishments, however, there are unshakable rules that are the basis High Quality. These are the service standards that cover all stages of interaction with the guest and are the foundation for the three main functions of the waiter: preparation, service and sale.
The first and last impression of the restaurant depends on the employees of the so-called first line, the future of the institution depends. And the guest, in turn, can potentially either attract customers or reduce attendance.
Unfortunately, in our country there is an opinion that a waiter is not a profession, but a temporary job and special training is not needed here. There is a stereotype of a waiter or waitress as a person without special skills. Service is not a discipline, not an art. This is a job that is good for students in summer season or in extreme cases, when someone can not find another place.
However, our reality proves otherwise. The waiter can work like a worthy professional and have opportunities for career development. In addition, the service can be well paid. Impeccable service calls for a humane understanding of others. This does not mean that the waiter should sacrifice his own integrity or dignity. Service staff may take pride in helping others, practice communicating with guests in a friendly manner, and know that he is benefiting the establishment in which he works.
professional service in a restaurant it is: a sincere smile to every guest; hospitable welcome to each guest; creating a warm and friendly atmosphere; care for guests and attention to them; constant readiness to help the guest and fulfill any of his wishes.
Service is one of the most important constituent parts successful work restaurant, and even perfectly cooked food cannot compensate for the lack of excellent service in the restaurant. Proper service to each guest depends on the performance of their duties by all employees throughout the day. And no matter how tired or tired the employee, he should always remain friendly and attentive.
The restaurant provides service to visitors by waiters, who during the whole working day are engaged in the direct service of our guests. Skilled work, elegant appearance, benevolent, tactful and attentive attitude towards guests are indispensable conditions for a culture of service and contribute to the creation Have a good mood guests. Waiters are required to have discipline, organization, unconditional fulfillment of all orders and instructions of the head waiter. The work of waiters should be fast, but calm and confident without fuss and haste. It should be remembered that not a single request of the guest should be left without attention. The waiter must know which of his comrades works in the previous and subsequent sectors for timely and organized entry into and exit from the hall: he must remember the order in which snacks, dishes, drinks are served, the service organization scheme for individual work and work in tandem with other waiter.
The quality of service largely depends on the correct distribution of duties between the waiters and their well-coordinated joint work, starting from providing the guest with a menu, taking an order, and ending with the calculation. Tables are set and changes are made in accordance with the order of the visitor. The duties of the waiter include the ability to adapt to different types guests to make an effort to make them feel almost compelled to come again because of the service provided!
Working together, employees must remember that the responsibility for following standards and correct execution work lies with each member of the team.
Therefore, our restaurant is guided by 10 rules:
1. The guest is the king.
2. Smile.
3. Be sincere, honest, friendly.
4. Show you care by taking into account any requests and complaints from guests.
5. Remember the two magic phrases: “How can I help?” and “We are glad to see you!”.
6. Wear a name tag.
7. Be proud of your appearance.
8. Count on interaction - help your colleagues.
9. If possible, greet guests by name and try to do it before the guest does.
10. Know your job and your restaurant.
The service rules are filled with great meaning and do not complicate, but greatly facilitate the work of the staff and, in addition, can effectively protect against a picky manager or a disgruntled guest.
In addition to the usual service, banquets, receptions and other celebrations are organized. In this case, the service is carried out in accordance with the plan and instructions of the head waiter.
In addition to waiters, service in the restaurant is carried out by bartenders and head waiters with special education and vocational training. The operating staff owns foreign languages to the extent necessary to communicate with tourists. The attendants have branded clothes with the emblem of the company.
It provides a restaurant and additional services: the sale of semi-finished products, culinary and confectionery products, taking pre-orders, preparing dishes for family celebrations, and serving guests at home, consulting the population on cooking technology and table setting, booking seats.
In the evening, concert and variety performances, performances of soloists are organized.
Design and decoration of the hall. Branded clothing
The interior is conceived in a very unusual way: emotions and sensations should change as visitors move around the restaurant. For example, the lobby of the establishment is designed in a classic European style and is quite traditional - large mirrors, subdued soft light, heavy lush curtains, massive sofas and armchairs covered with bright red velvet fabric. This interior creates a feeling of comfort and tranquility.
The hall is divided into three zones:
Dining room
Banqueting hall
Zone for business communication(3 tables for 2,4,6 seats)
Tablecloths - light, cloth and paper napkins - green with silver patterns for the dining room, red with gold patterns for the banquet hall and white with red for the business communication area. The tables are decorated with bouquets.
During events, the restaurant hall is additionally decorated in accordance with the theme of the holiday.
Corporate clothing corresponds to the style of the restaurant, in particular, the style that is maintained in this hall, and, of course, the brand name of the enterprise is present on it. Chefs use the standard form of Alexander from Holland.
The Muzey restaurant uses the following types of work schedules: linear, stepped (tape), two-team, combined and summed.
A linear schedule for going to work means the simultaneous start and end of a shift by employees. This schedule is used by nga enterprises working in one shift (in canteens at industrial and educational institutions).
Staggered schedule (tape) - provides for going to work in different time depending on the mode of operation and the degree of loading of the hall of the enterprise. The schedule is used at enterprises working in one and a half shifts, with an uneven flow of consumers throughout the day. The advantage of this schedule is that during the hours of maximum load of the hall, production is focused large quantity employees to provide quick customer service.
Two-brigade schedule for going to work - provides for the creation of equal in number and qualified composition of teams working every other day. The average working day is 11 hours. 30 minutes. The advantage of this schedule is that the composition of the teams during the working day is constant, therefore, the responsibility of employees for the fulfillment of the production task increases. The disadvantage is a long working day, which causes fatigue, overstrain, which reduces the quality of work. The schedule is used in enterprises in enterprises operating in one and a half,. Two shifts, i.e. in restaurants, cafes of a general type, in specialized enterprises and fast food enterprises.
Combined schedule - can be used in those enterprises that use a two-team work schedule. For the brigade as a whole, a step schedule is drawn up, and for leaders - a two-brigade schedule. Schedule of summarized accounting of working hours - used in bars, wagons - restaurants, ship restaurants, resorts and enterprises, serving the population in places of public recreation. The average working day for employees is 11 hours. 30 minutes. They work 2-3 days or more followed by rest days. The number of hours worked per month must comply with the norms of working hours.
Services
Muzey restaurant offers a wide range of services that can satisfy even the most fastidious guest. Below are examples of some of them.
1. Buffet - traditional self-service, in which there is one or more counters in the hall, on which snacks, first, second courses of fish and meat, vegetables, cheeses, and desserts are displayed in order. The guest, passing along the counter, can choose those dishes that he likes best. He can put the food on the plates himself, or the waiter does it.
2. Banquet(with full/partial service) - "dinner party" arranged on the occasion of some significant event or in honor of someone
3. buffet(French fourchette - fork) - a joint meal, when the invitees eat standing up, freely choosing dishes and drinks, serving themselves and using them as cutlery mostly a fork. Chairs and tables with strictly painted places are not provided.
4. "Catering"- a type of activity in which a banquet, buffet, corporate holidays and entertainment are organized in any place convenient for you. Our catering service successfully organizes corporate holidays and events, banquets, anniversaries, as well as private celebrations.
5. Additional services provided by the Museum restaurant in Moscow:
6. - Organization of weddings
7. - Everything for a wedding in Moscow and Moscow region
8. - Wedding banquet
9. - Banquet halls, cafes, restaurants for weddings
11. - Music for the wedding
12. - Videography of weddings
13. - Wedding photographer
14. - Professional organization of weddings with the participation of toastmasters
15. - Services of the catering restaurant "V.I.P. Catering"
16. - Wedding and anniversary cakes
17. - Organization of banquets, receptions, buffets, barbecues on your territory Organization of holidays
18. - Corporate holidays
19. - Anniversaries of organizations
20. - Organization of corporate events
21. - Organization of children's parties
22. - Organization of birthdays, anniversaries
23. - Show programs
24. - Rent a motor ship
25. - Salute and fireworks
26. Decoration balloons Rent of tents, tents and canopies Rent, hire of limousines and also:
27. - Stage rental
28. - Dance floor rent
29. - Rent of light, sound
30. - Bus rental
31. - Provision of services of an entertainer, presenter
32. - Music program, D.J., Show program
33. - Phytodesign
34. Selection of premises, selection of a glade for picnics