Food and Beverage Training Manual

Basic Facts, Principles and Guidelines

1. Customers love to hear the sound of their name.

2. Our restaurants serve service .

3. A happy customer tells five people. An unhappy customer tells 10.

4. Few people understand the difference between a 100 percent lamb chop and a 90 percent lamb chop, but almost everyone knows the difference between being treated really well and being treated less well.

5. Dining room service is about warmth and style.

6. Management has organizational power. But the real power lies with the front-line contact person: the waiter. His or her interaction with the customer is everything. 7. What separates very good restaurant service from good restaurant service is not serving dishes - it’s clearing them. 8. There is never any excuse for a staff member to lack knowledge of the menu and to be unaware of the house’s policies, practices and service. 9. If a waiter’s job was simply to transport food from a kitchen to a dining room table, a better system would have been invented by technologists long ago. 10. Each time a staff person interrupts a customer with, “excuse me,” he just destroyed the ambiance of the moment.

12. Knowledge is the key to sales.