BHM 1st semester (Courtesy)

Courtesy
 Objective
By the end of this session you will be able to
understand
 What is courtesy ?
 Customer experience ?
 Why courtesy is important in our business ?
 Required courtesy for F&B personnel

1. What is courtesy ?

Courtesy means being polite, humble and treating others with equal respect as we would treat ourselves. It cost nothing but pays well. It defines appropriate conduct and establish company values such as respect and healthy work environment.

2. Customers experience


3. Why courtesy is important in our business ?
 The guest has got lot’s of choice in the market only the tool that can retained them is human behavior. A coke can be found every where but not the same courteous person. The customer always appreciate pleasant atmosphere and humble behavior when they come to dine in a restaurant courtesy plays vital role to add the value in it.
 To extend pleasant experience to customers
 To let the guest feels, they are highly respected
 To create comfortable and friendly environment

4. Required courtesy for F&B personnel
 Guest must be received with pleasant manner and pull the chair for lady to seat.
 Assist guest to remove his Jacket and place back.
 Address the guest by his/her surname to make them feel, they are recognized.
 Ask the guest if they wish to wait for table if the restaurant is full and follow up should be done.
 Provide guest enough time to read the menu and inform time duration to take order.
 Use magic word before attend the guest table.
 Listen to the guest complain and apologies. (Don’t argue)
 Don’t present the bill until the guest ask for it
 Thanks the guest during the farewell with warm smile.