Key Points to Creating an Exceptional Member Experience

KEY POINTS TO CREATING AN

 EXCEPTIONAL MEMBER EXPERIENCE

IN FOOD AND BEVERAGE

We sell essentially two things in the Food and Beverage Outlets; great service and great products.  As a member of the service team, it is your job to provide exceptional service and to be knowledgeable about the products we offer.

Member Recognition

From door to door, we want to greet each member by name and use their name throughout the dining experience.  If you do not know the names of the members seated in your section, find them out from another service team member before approaching the table.  If you cannot do this in a timely manner, greet the table, find out the names, and use them from that point forward.  Never ask for a member's name or number unless there is no alternative to doing so.

Prompt And Proper Greeting At The Door

It is the responsibility to each of us to greet members when necessary. If the host is away from the door, stop to let arriving members know someone will be right with them, or take them to a table yourself, following proper seating procedures.

Well Maintained, Clean Working Environment

A clean, well-maintained environment sends a strong message to the members. It makes them comfortable and confident that they are in a healthy, professional and caring environment.

Proper Introduction At The Table

A prompt greeting should be done within 2 minutes of seating. A proper introduction is polite, energetic, professional and unhurried. The signs of an exceptional server are patience, persistence and resilience.

Appearance

When you look good, you feel good. When you feel good, you perform better. When guests see you well groomed and neatly attired, they automatically relax and gain confidence in you.  Appearance is an important part of service; you and the entire staff will be judged by it.  Take pride in your uniform.  Your nametag and EME button are part of that uniform.

Product Knowledge

Every service team member has to be well versed in everything we offer. Product knowledge increases your confidence. Product knowledge is indispensable in proper service. When you know your products, you can confidently sell them. When the members have confidence in you, they are much more likely to take your recommendations and be happy with them.

Salesmanship

Efficient, charismatic, dynamic and knowledgeable. Good salesmanship enhances the member’s experience by offering the member the attention that establishes the standard of the dining experience, and ultimately the member’s estimation of your importance and value in the overall experience.  Offering and recommending more food or beverages is not overbearing sales, but rather good service.

Timely Service

3 minute wait for beverages
10 minute wait for appetizers
20 minute wait for entrees
5 minutes wait for after dinner drinks and dessert

Since food is consistently being put in the window it is essential that it be brought to the table as quickly as possible. Everyone runs food whenever they are leaving the kitchen. Getting food to the guests hot is a top priority! It also helps everyone in assuring proper service.

Member Satisfaction

Check back with a table within three minutes of the delivery of their food. When you do verbally check back, stay positive and specific. It is not necessary to ask everyone. Be on the alert for non-verbal cues that all is not well. Try to catch someone’s eye whenever you walk by the table. If there is a problem with the food, remove it and get it fixed. As always, alert a manager. Whatever the problem is tableside we will take care of it. Every member MUST leave extremely happy. OK is not what we’re striving for…

EME- EXCEPTIONAL!

Table Maintenance

Before delivering a course, check for silverware resets. Never ask a guest to reuse a dirty utensil.  Pull it and replace it.
Always remove dirty plates before delivering the next course in order to avoid table gridlock and the appearance of rushing.
Try never to approach a table without something the diner needs and never to leave without something they don’t.
Anything that is on the table that is no longer needed by the guest needs to be removed.  In regards to beverages, remember, Refill, Replace, Remove.
When the check is presented, the table should already be bussed back to coffee cups, water glasses and dessert plates, if applicable.
Wipe or crumb the table whenever necessary.

As always, don’t hesitate to help your fellow servers maintain their tables or ask for help maintaining yours.

Teamwork and Communication

Communication is an essential aspect of teamwork and a vital component of proper service. If a member needs something that you can’t get for them, find the person who can. Communicate any menu changes (ex. 86’d items) and verbally communicate any special requests to the kitchen in addition to typed modifers. Tell everyone and anyone what you need and what you know. It is impossible to achieve the other elements of the member experience without teamwork and communication. There is no chance for proper service without communication.

Floor Presence- Availability to Anticipate and React to Member Needs

In order to provide the best and proper service; always be available to your guests. The difference between good service and excellent is the ability to anticipate, rather than react to members needs. Notice not what they need, but what they are about to need.

Going Above and Beyond

This is where your creativity and personality comes out. Always be on the lookout for the little things that you can do for your tables. Do whatever you think that is thoughtful, creative and extraordinary to ensure an exceptional member experience. Whatever it takes!