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Coles THE WAITER EVERYONE WANTS Standards and Communication Techniques for Outstanding Service and Customer at Bayshore Shopping Centre in Ottawa, ON
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Book Description
The Waiter Everyone Wants is not just another book about restaurant service. It is a comprehensive system for developing Guest Experience Standards for today's hospitality professionals.
The book organises the interaction between the waiter and the guest into the six essential stages of the dining experience : welcoming the guest, taking the order, serving food and beverages, monitoring the guest experience, presenting the bill and saying goodbye. For each stage, it introduces practical standards for communication, behaviour, service procedures and sales techniques that can be implemented immediately in any hospitality business.
Rather than simply explaining what a waiter should do, this book reveals why every word, every gesture and every action influence the guest experience, customer satisfaction and the reputation of the business.
Drawing on more than 35 years of international experience in hospitality, restaurant management, sales and staff training, the author combines practical knowledge with proven communication techniques to help hospitality professionals deliver consistent, high-quality service.
The book also presents structured best practices for serving guests with disabilities and other special needs, together with practical standards for handling complaints and challenging situations with professionalism and confidence.
Whether you are a waiter, restaurant owner, manager, hospitality student or trainer, this book provides practical tools that can be applied immediately to improve service quality, strengthen guest loyalty and increase business performance.
Service excellence is not a matter of talent. It is the result of standards that can be taught, applied, measured and continuously improved.
Book Description
The Waiter Everyone Wants is not just another book about restaurant service. It is a comprehensive system for developing Guest Experience Standards for today's hospitality professionals.
The book organises the interaction between the waiter and the guest into the six essential stages of the dining experience : welcoming the guest, taking the order, serving food and beverages, monitoring the guest experience, presenting the bill and saying goodbye. For each stage, it introduces practical standards for communication, behaviour, service procedures and sales techniques that can be implemented immediately in any hospitality business.
Rather than simply explaining what a waiter should do, this book reveals why every word, every gesture and every action influence the guest experience, customer satisfaction and the reputation of the business.
Drawing on more than 35 years of international experience in hospitality, restaurant management, sales and staff training, the author combines practical knowledge with proven communication techniques to help hospitality professionals deliver consistent, high-quality service.
The book also presents structured best practices for serving guests with disabilities and other special needs, together with practical standards for handling complaints and challenging situations with professionalism and confidence.
Whether you are a waiter, restaurant owner, manager, hospitality student or trainer, this book provides practical tools that can be applied immediately to improve service quality, strengthen guest loyalty and increase business performance.
Service excellence is not a matter of talent. It is the result of standards that can be taught, applied, measured and continuously improved.
Coles is renowned for its outstanding customer service and great selection of books. Along with the vast array of magazines, stationary, audio-books, children's literature, fiction, non-fiction and reference books, you can find accessories to make your reading experience more pleasurable. We can recommend the very best in reading today. We will help you search our titles for exactly what you need, and if we do not have it in stock, we will order it for you.
