Absynthe Restaurant Blog

Our Absynthe Restaurant Blog provides insights and updates from the world of hospitality. We will highlight and share our activity in the kitchen, the bar and the restaurant as well as delving deep into our extensive cellar.

14.5.09

Restaurant Service Standards

I am very particular about restaurant service standards and always have been. Here are a few things I think are ESSENTIAL for good restaurant service.
  1. Good phone reception ( when guests make an enquiry or booking) be pleasant, informative and helpful. First impressions are the most important thing.
  2. Personalise the service if the guest is a regular. Learn and remember what the guest has and impress them with it.Knowing their favourite drink, seating location, dish etc. will make them feel special and valued.
  3. Staff education needs to be continual. Staff must know about EVERYTHING that is on the menu. This is important for allergies and general guest education. All service staff must be educated and be able to recommend food+wine matches with each dish.
  4. Attentiveness. Be aware of customers reactions and body language. I don't feel there is any need to continuously ask the diners 'how their meal is going'.You will know if it is not right. It will be obvious - then ask, otherwise I suggest leaving the guests to enjoy their meal. Return of course when they are finished to offer the next course etc. If you feel a customer wants more interaction , then of course do your best to provide it.
  5. Intuition. I like staff who can read customers needs. It is about being aware and looking at the big picture - reading people and anticipating their needs before they have to ask for it.
  6. Knowledge of wine. Not everyone has an extensive knowledge of wine however someone within the establishment should. If there is a tricky question from a customer, have the most knowledgeable person answer it. Do not pretend to know, it will be obvious.
  7. Good service is not about the best service skills as a result of top level training, it is a combination of the right personality, attentiveness, skill, knowledge and attitude. Having the right attitude is imperative, the customer will know if a staff member would rather be elsewhere - regardless of their level skills. They read our body language just as much as we read theirs.
  8. White linen or bare tables? Service does not change nor should it with or without the 'fine dining' label or on the decor of a venue. I believe service should hold the same principles regardless the venue. Of course low key/ casual venues will have slightly tailored staff and products, but customers deserve a well trained service person with a good attitude.
  9. Venue identity. Customers like to see someone in charge within a venue. Whether it be the Chef, Owner or Manager. They like to feel comfortable in knowing someone is 'in charge'. It is even better if the chef makes the time to speak to customers if the situation is right. It ads some personality to the dining experience.

There are a few things I like to see in regards as 'good service'. There are many more but I rate these ones at the top of my list.


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