Improving restaurant service

Most foreigners are not familiar with Vietnamese Cuisine or even how to order properly. Running a restaurant is like theatre. The owner and staff are the actors. Here are some suggestions:

-Get out from behind the Counter: The best restaurants are where the owner makes a personal connection with customers. Smile. Make everyone instantly welcome with a menu and a quick explanation of its features. Get the customer a drink right away so they do not change their minds and go to another restaurant!

-Don’t “Hover”: Once the customer is comfortable, give them time and space to relax and look over the menu. Don’t stand too close – or hovering like a helicopter – expecting an order. Keep an eye from near-distance. But do not ignore them.

-Explain the Menu: Return to the table and politely offer to explain the menu. Know your restaurant’s dishes and their ingredients. Explain some of the specialities. Don’t be shy to recommend dishes and make suggestions.

-Taking an Order: Always ask if customers are sharing dishes which is annoyingly not always the case. If they are, encourage them to order a well-balanced mixture of dishes – not all stir-fried or curry dishes, for example – of meats, seafoods, vegetables and, of course, a soup.

-Delivering the Food: Nothing is quite so annoying as entrees, or appetizers, coming with the main courses. Bring these out first and explain the sauces, even how to wrap up cha gio. With rice paper dishes, show how it’s done. With mains, bring at least two dishes at once and help customers with the rice. If a dish is delayed explain politely to the customer.

-Following Up: Once the food is delivered and customers are eating, keep an eye on the table even if you’re busy with others. Check on their drinks. Any more rice? Another dish, perhaps? Make eye-contact when passing by and pick up empty bottles, cans and plates. Don’t be shy to ask if they need anything. You might sell another round of drinks!

-The Pay-Off: It’s a simple rule. The better the service, the bigger your tips! And if the customers don’t tip, do not be discouraged. Smile and go back on stage. – Tuoitre

Posted by VBN on May 25 2011. Filed under Food & Beverage. You can follow any responses to this entry through the RSS 2.0. You can leave a response or trackback to this entry