How to improve our food & beverage services in restaurants
Food adventures are often judged by an establishment’s menu pricing, tasteful flavours, and/or Instagrammable vibes.
But as much as these factors contribute to the overall dining experience, good service – or lack of – can greatly affect one important decision: will your customers return?
The survival of many restaurants rely on reviews and word-of-mouth referrals. Horror stories and unpleasant encounters tend to spread quickly online or, worse, go viral, with potentially damaging consequences.
Here are five ways local restaurants can avoid disaster by improving their service.
1. Reconfirm orders
Incorrect orders, while common, are easily avoidable. Servers should make a habit of reading back the orders to get a definitive nod or confirmation before sending them to the kitchen.
They should also reconfirm each customer’s order while serving the food at the table.
2. Checking in on guests
It will be too late if you find out only as the customer is leaving that their meal was prepared incorrectly. A quick check within a few minutes of serving allows time for a diner to assess the quality of the meal.
Any deficiencies can be addressed early simply by asking how the first few bites were, which in turn allows the kitchen ample time to fix the meal and avoid making a negative impression.
3. Room awareness and eye contact
It should be second nature for all front-of-house staff to constantly scan the dining area from table to table. Watch for signs from customers and make eye contact often to anticipate their need to order, request for more water, or call for the bill.
Recognising body language and gestures goes a long way in making sure your customers don’t feel ignored or invisible.
4. Good table-clearing habits
Visual clutter on tables and floors during and after meals can affect the overall vibe of a space. Establish the simple rule of always bringing something back from an empty table to the kitchen or dishwashing section, and cultivate the habit of ensuring tables are cleaned and wiped down.
Apart from pleasing customers who have just arrived, this helps maintain hygiene in your establishment and provide staff with a more manageable work flow.
5. Acknowledging and recognising good staff
Owners and management play a crucial role when it comes to delivering the best service to diners. Implement quality standard operating procedures and lead by example from the top down to create the right environment for success.
Recognising exemplary staff and rewarding good behaviour will keep employees happy, which in turn will lead to the kind of quality customer service that is invaluable to the longevity of any business.
Adaptation from an article published by FMT on October 30, 2022, written by Reg Ching, a walking quadriplegic (OKU), digital nomad, business consultant, medical cannabis advocate, and cryptocurrency enthusiast. Follow his journey at regching.com.
The appearance and act on the video is for illustration purpose only.
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Adaptation by Fauzi Kadir
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