HOTEL LANGUAGE

2021-11-16 08:39:12 Section II
Delivering the Service Experience
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Chapter 7
The Food and Beverage Experience

Technique 125

Play Peek-A-Boo

Servers should be trained that one tactic that can be used to bring a smile to a baby’s face is a quick game of peek-a-boo while visiting the table.

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2021-11-15 08:02:57 Section II
Delivering the Service Experience
————————————————
Chapter 7
The Food and Beverage Experience

Technique 124

Extend VIP Invitations to Valued Guests

If a local is dining in the restaurant, invite him/her to be a VIP at an upcoming menu tasting or wine tasting.

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2021-11-14 09:45:27 Section II
Delivering the Service Experience
————————————————
Chapter 7
The Food and Beverage Experience

Technique 123

Use Strong Language When Greeting Restaurant Guests

Restaurant greeters should never use the word “JUST” when verifying the number of guests in a dining party. If there are “just” 1 or 2 people, the word diminishes the worth of the diners who are present. Welcome all equally.

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2021-11-13 07:50:09 Section II
Delivering the Service Experience
————————————————
Chapter 7
The Food and Beverage Experience

Technique 122

Inscribe Surprise Messages Inside Coffee Cups

The inside of some of the restaurant’s coffee cups can be randomly inscribed with messages such as “We hope that you are enjoying your stay!”

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2021-11-10 10:29:52 Section II
Delivering the Service Experience
————————————————
Chapter 7
The Food and Beverage Experience

Technique 121

Let Small Children Play with Dough

If the restaurant uses bread, pastry, or pizza dough in any recipes, small children should be offered a small piece of dough on a paper plate that they can play with while waiting for meals.

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2021-11-09 09:30:35 Section II
Delivering the Service Experience
————————————————
Chapter 7
The Food and Beverage Experience

Technique 120

Offer Origami Kits to Children

Rather than standard coloring sheets, the restaurant should instead have origami kits for elementary-aged children.

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2021-11-08 08:18:39 Section II
Delivering the Service Experience
————————————————
Chapter 7
The Food and Beverage Experience

Technique 119

Offer Customizable Chef Hats to Children

Rather than standard coloring sheets, the restaurant should instead have paper chef hats for small children that can be colored and decorated.

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2021-11-07 11:24:49 Section II
Delivering the Service Experience
————————————————
Chapter 7
The Food and Beverage Experience

Technique 118

Have a To-Go Breakfast Option Available

If a guest requests an early wake-up call or asks to get a cab at a time before the restaurant opens, offer a bagged breakfast that can be made up the night before. Items in the to-go break- fast bag might include a muffin, breakfast bar, apple, bottled water etc. This to-go breakfast does not have to be complimen- tary; this gesture of goodwill goes a long way.

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2021-11-06 09:13:15 Section II
Delivering the Service Experience
————————————————
Chapter 7
The Food and Beverage Experience

Technique 117

Improve Efficiency at the Belgian Waffle Station

A common congestion point in the breakfast buffet area is the Belgian waffle station. Substituting the typical waffle irons with irons that can produce four miniature waffles simulta- neously should alleviate some/most of the congestion. Rather than taking a full-sized Belgian waffle (which is too large for most guests who also want to try other foods), the guest can instead take two mini-waffles.

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2021-11-04 08:44:23 Section II
Delivering the Service Experience
————————————————
Chapter 7
The Food and Beverage Experience

Technique 116

Improve Efficiency at the Made-to-Order Egg Station

Often, the congestion point in the hotel breakfast expe- rience is the made-to-order egg station. Typically, this con- gestion occurs because the chef working the station is not properly trained. The chef should be trained to begin heat- ing the saute pans as s/he sees guests approaching the station. In addition, toppings should be finely diced so that they can saute faster. When no guests are in view of the station, s/he can practice his/her flipping speed and accuracy by using a slice of bread in the pans. S/he should also be well stocked with both egg whites and egg substitutes because the demand for these items is increasing as baby boomers age. A well-trained chef should be able to prepare three orders simultaneously at the station (always keep a fire extinguisher at the station).

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