Hospitality & Service PDF

HOSPITALITY AND SERVICE Hospitality - refers to the warmth and friendliness with which guests are treated. It encompasses the overall experience and atmosphere created for guests, focusing on making them feel welcome, valued, and comfortable. Hospitality is about the emotional connection and genuine...

HOSPITALITY AND SERVICE Hospitality - refers to the warmth and friendliness with which guests are treated. It encompasses the overall experience and atmosphere created for guests, focusing on making them feel welcome, valued, and comfortable. Hospitality is about the emotional connection and genuine care shown by hosts, whether in a hotel, restaurant, or any other setting. Service - on the other hand, is more about the practical aspects of meeting customer needs. It includes the specific tasks and responsibilities performed to ensure a positive experience, such as taking orders, serving food, or addressing complaints. Service is often more structured and can be measured in terms of efficiency and effectiveness. In summary, hospitality is the heart of the experience, characterized by personal touches and warmth, while service is the execution of tasks that support that experience. Together, they create a memorable interaction for guests. PHILOSOPHY “Service” and “Hospitality” are two concepts fundamentally and inextricably linked in our industry. While they are often described as separate or even opposite, creating a dichotomy between the two is inherently detrimental to our success. Generally, “Service” is described as the technical aspects of our job while “Hospitality” is described as the way you make people feel. “Service” is an umbrella term which covers proper execution of steps of service, comprehensive knowledge of our menus, and precision of actions, movements, and decisions in the dining room. “Hospitality” is the intangible concept at the root of the warmth we create in the dining room through the priceless flair we creatively incorporate in the pursuit of excellent member experience. The mastery of service begins with the basics and becomes the foundation from which everything else is possible. Strong service instincts allow us to be ourselves at tables and show up with confidence and the freedom to curate moments of extraordinary hospitality. Throughout the rest of this manual, we will lay out the standards of the “service” aspects of Crane Club. The manual on “hospitality” is not something that can be quantified in the same way. Together through collaboration, conversation, and creativity we will define what “hospitality” means at Crane Club. Service is about meeting clients' needs by providing information or resolving issues, while hospitality focuses on creating a warm, welcoming environment where members feel valued. Although quality food is important, the overall member experience—prioritizing their needs from entry to exit—sets a restaurant apart. Remarkable Service is the hallmark of top establishments, making members feel comfortable and ensuring an enjoyable experience through a high level of care. Anticipate member needs and provide personable, respectful service to enhance their experience. Focus on timely, high-quality service to improve member satisfaction and loyalty. Personalize interactions by greeting members by name and engaging warmly to create a welcoming atmosphere.  Seek feedback regularly to learn and improve service standards. Ensure every interaction ends on a positive note, leaving a lasting impression that encourages repeat visits. GRACIOUS HOSPITALITY A warm smile is the best way to interact with members. Always conduct yourself in a professional manner and remember body language speaks louder than words. If you are busy assisting a member, be sure to make eye contact with any other member(s) waiting for your attention so they know you have acknowledged them. Always thank members for joining us when greeting or saying goodbye. At Tao Group Hospitality, we require that you follow not only the elements of fine service, but also adhere to our standards for providing Gracious Hospitality. Your knowledge of proper service, or lack of it, can be the defining factor of a member’s experience. “People will forget what you said, will forget what you did, but will never forget how you made them feel.” -Dr. Maya Angelou ATTENTIVENESS We all need assistance at times so be sure to ask for help should you require it. Asking for help is a sign of strength, not weakness, and helps to provide the best member experience. We work in a very social environment where our attention is easily pulled away from our members. It’s important to stay focused on our members, ensuring that they have everything they need. We use the phrase “Do you have everything you need?” at Tao Group Hospitality because using language such as “Do you need anything?” or “Is everything all right?” conveys apathy and avoidance. What are the attributes of Remarkable Service? Remarkable service is: Welcoming, friendly, and courteous in all interactions.  A warm, friendly welcome assures members that they can relax and enjoy their experience. By the same token, a warm good-bye makes members feel appreciated and encouraged to return. Knowledgeable and efficient, providing timely service.  A remarkable service rep not only provides accurate information but also anticipates and addresses the member’s underlying needs.  Efficiency ensures more work with less effort and puts members at ease, while disorganization creates discomfort. Flexible and consistent in meeting customer needs.  Remarkable Service consists of more than adhering to a set of principles. Sometimes the rules must be bent a little. A member might ask, for example, for an appetizer and a salad instead of an appetizer and an entrée or to have the courses out of the menu sequence, such as a salad after the entrée instead of before.  Using the Nine Basic Principles of Hospitality can encourage a return visit, but consistent high-quality food, drinks, and service are key to ensuring repeat members. Communicates effectively to instill trust.  The art of communication involves providing the right information at the right time to enhance the dining experience. Remarkable servers tactfully share relevant details  without overwhelming members, ensuring they feel informed rather than condescended to. Strives to exceed expectations consistently.  Remarkable servers consistently seek to improve the experience by going above and beyond, exceeding expectations, and turning issues into memorable moments through thoughtful gestures. Remarkable Service Is Only as Good as It Looks, or First Impressions Matter  You only have one chance to make a good first impression. In the member service business, judgments that can alter the entire experience are made by members and members within minutes of their arrival. Remarkable Service Is Well Timed  Remarkable servers anticipate the dining needs of the members. This means providing just the right items or services before the members even realize they need them.