& How to Correct Them
|Harry Nobles, July 2001
One of my many personal quirks has nothing do to with F&B service;
it actually concerns the check. When I pay $100.00 or more for an
excellent dinner in a world class restaurant, I really dislike seeing
a separate charge of $1.50 for a cup of coffee. This is purely personal,
and I never allowed it to influence my official rating of a restaurant.
I suggest that careful observation would enable the server to choose a more opportune time to approach the table. I have many pleasant memories of attentive yet unobtrusive service. My most memorable and also most expensive dinner experience was close to perfection. We had total attention throughout the meal with no sense of interruption or intrusion. The table was kept tidy at all times, courses were excellently spaced, beverage refill was perfect. We never had to ask for anything, but nothing was lacking.
Equally remarkable, we had no sense of the server’s presence. It was if things appeared and were removed by magic. That experience convinces me that my expectations are not unrealistic. The server was also able to create the illusion that the meal for two was really worth almost $300.00.
Another F&B service flaw occurs when I pay cash for the meal and the server asks if I want change. I think this is an unprofessional and inappropriate question. The server should return the correct change and let the guest deal with the gratuity as he or she chooses.
While I do not suggest that any of these examples can ruin a dining experience, I know they can lessen the enjoyment. I also know these service flaws can be reduced with a little effort on the part of management, and more attention to the details of fine service. Short and focused training sessions can have very positive results.. Line-up is an excellent time to address these points with wait staff.
|Also See:||Bell Staff Mistakes & How to Correct Them / July 2001|
|Attitude vs Aptitude / June 2001|
|Female Business Travelers' Expectations / June 2001|
|Is Outsourcing Your Training a Viable Alternative? / June 2001|
|Unique Identity + Consistent Service = Success / May 2001|
|AAA Standards vs Guests' Expectations / May 2001|
|Are Your Guests Better Informed Than Your Staff? / April 2001|
|Are U.S. Hotels Rated Differently From Other North American Hotels? / April 2001|
|The Design Theme - AAA / Mobil Ratings Connection / March 2001|
|Attitude Can Make the Difference / January 2001|
|How Should Casino-Hotels be Rated? / Dec 2000|
|Does AAA Rate Resorts Fairly? / Nov 2000|
|Is Your Property Suffering From Design Deficiency? / Nov 2000|
|The Future of AAA Ratings / September 2000|
|What Is Your Optimum AAA Rating / August 2000|
|If You Disagree With Your AAA Rating…../ June 2000|
|Are AAA Ratings Always Accurate and Objective / May 2000|
|Creating Atmosphere / Jan 2000|
|What is "Atmosphere"? / December 1999|
|Maintaining Your AAA Rating / Nov 1999|
|Earning a AAA Rating vs Maintaining a AAA Rating: Which Is More Difficult? / Oct 1999|
|Can Outstanding Service Offset Hotel Physical Deficiencies in the Rating Systems? / Harry Nobles / June 1999|
|Consistency: The Hallmark of a Fine Hotel / September 1999|
|Who Should Train Your Employees / Aug 2000|
|Mobil Travel Guide Announces 1998 Mobil Four-and Five-Star Award Winners / Jan 1998|
|Key to Success: Training + Follow-Up / June 2000|
|The Legend of the Pineapple / Harry Nobles / Feb 1999|