You'd be unlikely to open your doors without having trained your staff in impeccable customer service. But don't overlook having a policy in place so that staff know how to deal with customer requests.
The restaurant is new, so you don't know what these requests will be, but it's possible to guess at some of them. Do your staff know what to do if:
Guests request separate checks?
A guest requests a menu substitution?
Guest wish to share a dish?
Guests have special dietary requirements?
Guests who have unreasonable complaints?
Guests who have reasonable complaints?
... and more, of course.
You, or your manager, will not be available to deal with every question that crops up from the wait staff; you need to be sure that they know all policies from day one.
What will the kitchen staff tolerate from the wait staff when it comes to unusual requests? For example, will the chef make the Penne with Shrimp with mushrooms instead? Determining policies in advance will keep staff grumbles to a minimum.
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