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    FBS 01 Anticipating Guest's Needs

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    Newus Technology
    This document outlines policies and procedures for anticipating guests' needs for food and beverage employees. It states that employees should identify guests' needs before they ask by being knowledgeable about the menu and drinks list. The procedures describe ways to anticipate needs such as regularly checking drinks and food, setting appropriate condiments, and paying attention to body language for assistance requests. The goal is to exceed service expectations and make guests feel valued by preventing and solving problems before they arise.

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    FBS 01 Anticipating Guest's Needs

    Uploaded by

    Newus Technology
    96 views2 pages
    This document outlines policies and procedures for anticipating guests' needs for food and beverage employees. It states that employees should identify guests' needs before they ask by being knowledgeable about the menu and drinks list. The procedures describe ways to anticipate needs such as regularly checking drinks and food, setting appropriate condiments, and paying attention to body language for assistance requests. The goal is to exceed service expectations and make guests feel valued by preventing and solving problems before they arise.

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    FBS 01 Anticipating guest’s needs

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    This document outlines policies and procedures for anticipating guests' needs for food and beverage employees. It states that employees should identify guests' needs before they ask by being knowledgeable about the menu and drinks list. The procedures describe ways to anticipate needs such as regularly checking drinks and food, setting appropriate condiments, and paying attention to body language for assistance requests. The goal is to exceed service expectations and make guests feel valued by preventing and solving problems before they arise.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    96 views2 pages

    FBS 01 Anticipating Guest's Needs

    Uploaded by

    Newus Technology
    This document outlines policies and procedures for anticipating guests' needs for food and beverage employees. It states that employees should identify guests' needs before they ask by being knowledgeable about the menu and drinks list. The procedures describe ways to anticipate needs such as regularly checking drinks and food, setting appropriate condiments, and paying attention to body language for assistance requests. The goal is to exceed service expectations and make guests feel valued by preventing and solving problems before they arise.

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    © All Rights Reserved
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    SUBJECT Page/Hal1

    FBS 001
    SUBYEK of/dari2
    Anticipating guest’s needs Effective Date :
    Tanggal Efektif : 1 Juli 2015
    Communicated to: Prepared by: Approved by:
    Dikomunikasikan kepada: Disiapkan oleh: Disetujui oleh:

    Food and Beverage


    FBM GM
    POLICY AND PROCEDURES
    OPERATIONS DEPARTMENT
    KEBIJAKAN DAN PROSEDUR
    DEPARTEMEN OPERASIONAL
    JOB TASK BREAKDOWN

    POLICY

    Exceed service expectations by identifying guests’ needs before they need to ask. All Food & Beverage
    employees must be knowledgeable on every aspect of the menu and beverage list.

    PROCEDURE

    • Food and Beverage employees are aware of their responsibility in their section so that they may adapt
    service according to their current guests’ needs. By anticipating guests’ needs, problems can not only be
    prevented before they arise but guests will feel valued.
    • • Anticipate guests’ needs by putting yourself in the guest’s mindset. Examples of anticipating needs
    include –
    • When drinks are ¾ empty, offer guests a top up or another drink.
    • Set appropriate condiments prior to serving the meal.
    • Place sugar and milk on table prior to tea or coffee being served.
    • If children are dining, when taking orders offer for children’s meals to be served first.
    • Offer child seats and children’s menus when appropriate.
    • If guests are dining alone (particularly at breakfast), offer a newspaper.
    • A meal check is to be conducted within three (3) minutes of meals being served. Use this as an
    opportunity for up-selling. Refer to ‘Up-selling’ Policy (FB-01-10 ).

    • Pay attention to guests’ body language. For example if a guest is looking around the restaurant,
    employees are to approach and offer assistance.

    Office
    Jl.Pulau Morotai No.16B Bandar Lampung 35133Lampung - Indonesia
    Telephone: +62 721255971 I Facsimile: +62 721 2559971
    www.asokaluxuryhotel.com
    Prepared by : Approved by :

    Office
    Jl.Pulau Morotai No.16B Bandar Lampung 35133Lampung - Indonesia
    Telephone: +62 721255971 I Facsimile: +62 721 2559971
    www.asokaluxuryhotel.com

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