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Guest Service

10 Things Your Manager Should Never Do

July 9, 2013 By: Kristen Santoro


Success or Failure Sign There are a couple of things that you should never catch your managers doing, or any staff member, including yourself for that matter, when it comes to providing the best customer experience possible. Now, this list could go on for days if you wanted to get into the nitty-gritty of the bar and nightclub business. Therefore, we’ve focus on a couple of the common sense no no’s that can ruin a customer’s experience and keep them from returning.  

1.  Never patronize a guest who has a complaint or suggestion. Remember the customer is always right. Make sure that your manager listens, takes it seriously and addresses it immediately.

2.  Do not disappear. Make sure that all of your staff members are present and visible to the customers as often as possible. This gives the customers the impression that you care and are there to serve.  

3.  Do not show frustration or irritation. You need to make sure that everyone is patient. Your only mission is to serve the customer with efficiency, consistency and quality.  

4.  Never blame the chef, bartender, server, busboy, hostess or anyone else for anything that goes wrong. Just make it right. In addition, never say “I don’t know” to any question without following with, “I’ll find out.”

5.  Never ever touch a customer. No excuses. Be respectful of personal space. Even if something spilled, do not brush them or wipe them.

6.  Do not have a personal conversation with anyone within earshot of customers. Gossip about co-workers, guests or personal information can wait until after a shift or on break, away from guests.

7.  Do not eat or drink in plain view of guests. Do not drink alcohol on the job, even if invited by the guests.

8.  Do not curse, even if the guest does. It makes you sound unprofessional and as if you don’t care. Many are opposed to the use of profanity.

9.  If you drip, spill or drop something, clean it up and replace it immediately.  Customers want to see you take immediate action when an incident occurs.

10. Know your menu inside and out and know where everything is stored. You don’t want to be racing around as if there is a fire in the kitchen.

Source: The New York Times


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Comments

Re: 10 Things Your Manager Should Never Do
by: jay_o
on:
July 10, 2013

"Gossip about co-workers, guests or personal information can wait until after a shit on break, away from guests."

A little crude... dont you think ?
Also always wash your hands.


 
Re: 10 Things Your Manager Should Never Do
by: djntwk
on:
July 10, 2013

I am pretty sure this was just something missed by spellcheck. The author likely meant "after a shift."


 
Re: 10 Things Your Manager Should Never Do
by: ksantoro
on:
July 10, 2013

Thanks for catching the mistake. All fixed!


 
Re: 10 Things Your Manager Should Never Do
by: garciap
on:
July 16, 2013

The customer is NOT always right, but they do deserve respectful attention.

And it is necessary to touch a customer when you have to remove them from the premises, although the person doing so should have proper training. A better note would be simply not to invade a customer's personal space (and don't spill on them).


 
Re: 10 Things Your Manager Should Never Do
by: Tumblestar
on:
November 1, 2013

You shouldn't touch a customer to remove them from the premises either. Ask them to leave and if they dont, let the police forceably remove them. Unless they are an immediate danger and going to hurt someone before the police can get there, there is no need to touch them.

This is a great article with very good advice on key issues. I'd like to see the list that "goes on for days..." lol


 

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