Customer satisfaction depends in large measure on the extent by which the dining staff are able to address customers needs and expectations.
Aside from physical needs (food, drinks, entertainment) , customers have very strong ego needs. They want immediate and consistent attention, expect to be given importance and recognition, to be appreciated for their patronage or comments. they also expect to be informed of important information in advance so as not to be placed in an embarrassing situation. And most of all they want to get their money's worth (need for profit).
Guests need for ATTENTION, APPRECIATION, and RECOGNITION
- Greet the customer with a warm smile, maintaining eye to eye contact while talking to or attending to customers. Be very sensitive to the guests' feelings. Never attempt to correct customers for any mistake (like mispronounced words, improper use of equipment, etc.)
Guests need for INFORMATION
- Be familiar with the company products, facilities and services to be able to answer guest inquiries correctly. Never settle a question with "I don't know" answer. Refer to the right person or department of not familiar with the item asked.
Guests need to BELONG and to be ACCEPTED
- Be friendly, maintain gracious expression and smile when talking to customers. Make each guest feel very important, give him full attention, be alert to respond to his needs and console him with a friendly gestures when he is lonely or bored.
Guests need for SAFETY and SECURITY
- Take note of items left by guests in the dining room or anywhere in the hotel. Surrender it to the supervisor for him to store it in the lost and found section. Help in maintaining safe environment in the dining area. Pay attention to safety and security hazards and report them immediately to the supervisor for him to take appropriate action.
