Every customer who enters your restaurant should be welcomed or acknowledged by your staff at the right time. This is the customer's first impression.
Too many restaurant customers are not immediately welcomed or recognized when they enter the restaurant. This first impression is important for repeat business. Not only can it make a positive first impression on sales, it can happen if your customers leave your restaurant unsatisfied or dissatisfied. Do you want something as simple as saying to lose customers for your competition?
The restaurant's first focus is the front door. Do what is necessary to ensure that each guest is greeted with a warm and friendly smile.
Some restaurants have limited cash flow and are unable to have a scheduled reception. During peak hours no one can see the door for customers to arrive or depart. If that happens, find another alternative.
It's frustrating to run into any business and then have to find a staff member who can help you. Even worse is to see employees who do not acknowledge your presence and employees engaged in leisure activities such as hanging out with other employees, or talking on their mobile phones.
Many restaurant complaints occur during peak hours simply because there are fewer staff members working, and often management is at the office catching paper work. The number one reason for complaints during peak hours is because staff and management are relaxed and less customer focused. You must instill the value of each customer into your employees and managers.
If you can't always have someone watching the door, then use another way to alert the arriving customer staff. Installing a door alarm or door alarm system will be a cheap way to alert your staff that guests enter or leave a restaurant, especially when you do not have someone who can greet guests.
Install bells or other intercom systems in the office of the manager of the kitchen and service area. Then if a staff member needs a manager, staff can use the bell or intercom system to alert the manager that they need it right away. This way employees can stay focused on their work and not have to run to the office to find a manager. This is also intended for the purpose of the warning system in the event of an emergency.
If you have a customer complaint because no one welcomes them or acknowledges them, it will be expensive. Your restaurant depends on repeat business. You have to take responsibility to make every customer feel welcome.
Teach each staff member, including cook, dishwasher and waiter that the front door is the number one priority. All staff should welcome guests, and then chair the guests on time. Teach the server a server seat chart and table number.
Schematic diagrams of the dining room floor should be posted in several areas, including the pavilion and service hall. The chart should be laminated or covered in sheets.
These diagrams are used in larger areas to keep track of which tables are in use and have a rotation system on the seating guests. It's a good idea to set up some "section" charts, with some "optional tables" in each section. You know which tables may be requested more often, such as booths or desks near windows, private seating for out-of-date customers, or larger tables for families and groups. Make sure this optional table is evenly distributed within each section, and if that isn't possible, make sure your server is not always assigned to the same section.
In addition to welcoming guests, guests should ask guests if they have a choice, such as a desk or stall. When a large group arrives, it should not be a question of whether the group can sit together. Look for ways to make it happen. They are there to share the experience of the group and if you are unable to provide it to your customers, they will find it in your competition.
The service path chart will allow managers to list all server names with their table numbers and their section assignments. Once the chart is filled in, it will make it much easier to know what servers are assigned to any section along with their table numbers.
The seating chart also helps in serving food to guests. This shows at a glance, where each table location is in the dining room with the table number and server assigned to it. Make sure the server names and schedule tasks are updated as the servers come and go from their redirects. When the server is working, it is best to keep the server in one place and not switch between switches or other servers.
Get started training how to welcome customers in your employee orientation. If you do not have a training program and you do not know what to do with new staff, then seek help to learn as it is another key to your success.
Explain to all employees that it is their responsibility to welcome all guests as they enter and exit the restaurant. Teach all staff how to recognize guests if they have full hands. For example, if the server carries a plate or broken goods and cannot immediately sit on the guest, the server should still welcome every guest who enters the restaurant. They need to welcome customers and assure guests that someone will be right for them. Then the server must comply with either the guest seat or notify the tenant or other server that the customer is waiting to sit at the front door.
If the employee is on leave or reported to work early, and they are around the lobby, they are still responsible for welcoming guests. Ignoring them sends a negative message whether or not the staff is on duty. The customer does not know that the person is inactive. Train every employee that they represent your restaurant whenever they are at the restaurant, or outside the restaurant in uniform.
Most restaurants have a policy that workers cannot roam in the lobby, but it is still possible. It's best to tell employees that once they are done with their transition, they must go home and not hang around in any part of the restaurant. In addition to the negative feeling that can be given to the guests, the on-duty workers who are wandering around after their shift make the most of the restaurant workers who actually work.
Any employee who is in the customer's eyesight should have a clean and pressed uniform. If a worker from the kitchen is sent to the guest, they should move the kitchen apron before they welcome the guest to sit.
All workers arriving at work or resting or they are done for the day or night need to be clean and fully pressed; their clothes need to be worn. They also do not have to sit down to read, play games, send messages or talk on mobile. Guests do not know whether the employee is on leave, arriving at work early or late that day. Look from the perspective of guests to understand what they see through their eyes and hear what they hear. Putting yourself in the place of customers will help you see and hear different perspectives on customer service. If you were a guest and saw these things, what would you think? This is crucial to the success of your restaurant.
Teach all employees that there is no use of a cellphone while on duty or resting in the presence of guests.
You should also not allow employees to smoke in front of the restaurant or in the guest's eyes even during breaks, or turn off the clock at the beginning or end of the shift. Many restaurants and businesses have set employee smoking areas far from the customer's point of view.
A great idea is to have your staff make great improvements to the customer service by opening the door when guests arrive and leave the restaurant.
Work out of the box and be creative in how you want your guests to be welcomed and seated. Do what you need to do to beat your competition by providing services and food above and beyond the norm.
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