The services provided in the restaurant are a combination of two components, a quantitative one, which is easy to define, measure, compare and perceive, with decisive ones: technical equipment, decoration, atmosphere, food, products, work methods, daily tasks, number of employees, etc., and a qualitative component that manifests itself in the behavior of the employees and the relationships they develop with customers.
Proper conduct alongside work methods and tasks, ensures high quality content in customer relations. The elements that will make up the qualitative component are: the behavior of the employees, the attitude of the employees towards the customer, the manner of behaving in front of the customers.
- Greetings and words The greeting will be accompanied by a slight bow, a smile and some form of politeness. The greeting should be repeated when customers leave as well. Use of the words: “Sir, Madam”, “Please”, “Excuse me” and “Thank you” is an essential customer relationship.
- appearance Personal hygiene is a requirement and obligation for all employees. They should have a clean, pleasant and neat appearance, hands and face should always be clean. Clothing must meet the general requirements: be well cut, clean, tidy, durable, easy to maintain and the same for all employees.
- Gestures and mimicry Posture should facilitate the performance of the movements necessary to serve customers: back straight, torso slightly bent forward, head in normal position, observing the customer. Gesture is a manifestation of desires, feelings and intentions. It should not be abrupt, violent, or affected. Mimicry should be natural and facial expression should reflect kindness, joy, sincerity and understanding.
- Professional craftsmanship This should characterize every employee and require a sense of proportion and an extremely careful manner of behavior. For this reason, the employee must know the following: to listen to the customer, and not to respond to customers with inappropriate phrases. Service has general priorities: women are the first, according to age, men after age are also served, and children are served last, if the customer does not request otherwise.