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Chapter The principles of remarkable service, the learning objectives for this chapter include: Describe the processes for creating job and task analyses, describe the components of a job description and list the guidelines for creating one, identify legal issues surrounding hiring and employment. | Chapter 1 The Principles of Remarkable Service Learning Objectives Define hospitality and service. Combine hospitality and service skills for remarkable service. List and define the personal qualities of a remarkable server. What Does the Word Hospitality Mean to a Professional Server? Hospitality: the reception and entertainment of guests, visitors, or strangers, with liberality and goodwill. Servers should possess innate skills: Making eye contact Adapting easily to a guest’s needs People skills are critical to providing good hospitality. Each guest entering into your establishment has different expectations, experiences, and desires—all of which you need to keep in mind when interacting with them. 3 What Does the Word Service Mean to a Professional Server? In the foodservice industry, service most typically means: the manner of presenting a meal to a guest. Other meanings for a server: Group of dishes composing a given part of a meal. Utensils necessary to serve a part of a meal. . | Chapter 1 The Principles of Remarkable Service Learning Objectives Define hospitality and service. Combine hospitality and service skills for remarkable service. List and define the personal qualities of a remarkable server. What Does the Word Hospitality Mean to a Professional Server? Hospitality: the reception and entertainment of guests, visitors, or strangers, with liberality and goodwill. Servers should possess innate skills: Making eye contact Adapting easily to a guest’s needs People skills are critical to providing good hospitality. Each guest entering into your establishment has different expectations, experiences, and desires—all of which you need to keep in mind when interacting with them. 3 What Does the Word Service Mean to a Professional Server? In the foodservice industry, service most typically means: the manner of presenting a meal to a guest. Other meanings for a server: Group of dishes composing a given part of a meal. Utensils necessary to serve a part of a meal. Ensemble of items on a table. Service includes the actions performed to create feelings and emotions for the guest. - Anticipating the pace of a meal and bringing successive courses at just the right time - Avoiding bare-handed contact with plates or glass rims - Suggesting menu items that will complement dishes already ordered - Presenting the check at the appropriate moment when the meal is done 4 Hospitality Intangibles, like attitudes and behaviors. Depends on feelings and impressions. Service Tangible aspects of preparing a meal for a guest. Depends on actions. Combining Hospitality and Service Skills for Remarkable Service Combining the intangibles and tangibles creates a seamless experience for a guest. There are nine foundation principles of remarkable service. A positive environment is beneficial to guests and staff. It is important to keep a positive attitude, despite challenging requests, attitudes, and situations. Observe basic etiquette to create a comfortable environment.
