Module 4 - Food

How to…

Explain and Demonstrate

•

Food Knowledge –

Trainer to go through food menu in depth and all impulse lines, how to process through

the till, condiments, recommending side dishes, recommending drinks to go with the food

•

Carvery –

Trainer to go through Carvery, how to prepare bread, slice and weigh meat.

All food safety points to be covered

•

Re-cap on the How To…

. Deliver the 5 steps to great customer service, up selling and suggestive selling

– Trainee to work the bar with Trainer shadowing and correctively coaching

•

Speed of service and multiple order taking

– How to… Manage a queue – Trainee to work

and Trainer to demonstrate, shadow and correctively coach

Team Members

March 2009

•

Complaints and complaint procedure escalation

•

Quality issues of drinks and food –

How To… Put things right

•

Foreign bodies in drinks and food –

How To… Deal with a food safety allegation

•

Spillages How to…

•

Dealing with aggressive and abusive behaviour –

How To…. Refuse service

•

Slow service times – customers receiving food and drinks late

•

Chipped and broken glass

How to Put Things Rights…

• Allow guest to vent

his/her frustration

• Ask open ended

questions, How, When,
What, Where, Who?

• Paraphrase the

information, i.e. recap
what has been told
to you.

• Thank the guest for

bringing it to our
attention

• Apologise to the

guest, using empathy

• Ask for ideas in

solving the problem

• Offer a solution

• Satisfy the guest and

their needs

• Make it happen

• If possible, use the

guest solution

• Gain commitment

from the guest

L A S T

isten

pologise

atisfy

hank

Your challenge…

• With your Buddy practice L.A.S.T. • Find out where the Comment Cards are kept

• Observe your line manager the next time they have to deal with an issue