Look around every 5 seconds

 

『The bible of the restaurant』

Chapter 5 

 

Look around every 5 seconds 

五秒に一度は顔を上げて周囲を見る 

No matter how excited you are talking to your customers, busy with your routine task, busy taking orders, busy settling the bill at the cashier, or on the way to toilet or break-time, make sure you raise your head and look around the entire restaurant to see what is going on. You never know what will happen and when customer needs you. Also your teammate might need your help and support. Not only what you hear, but information from your eyes will be very helpful to analyse the situation in the restaurant. It will help you to choose the right priority. 

 

Especially pay attention to the entrance of the restaurant. According to a service survey in Japan, "80% of customers feel uncomfortable when they are not recognised or attended by crew as soon as they enter the restaurant”. No matter how good the service is after that, or even regular customer who usually enjoys dinning at your restaurant will feel unhappy at this “moment”. And it is never easy to regain a bad impression. Just greeting “hi” or “welcome” or “sorry, we will attend you shortly” with a big smile during busy hours will make customers relieved and calm. This simple action by clever and passionate crew will give much easier situation to recover the impression towards the restaurant at the most busiest time.  

『The bible of the restaurant』

https://amzn.asia/d/idWhbzB

(Amazon Kindle)

 

『Author』

Mr. Masayuki Sato

Japanese restaurant consultant. Spent his childhood in Texas, USA. Over 25 years of his hospitality industry career started during his high school age in Japan. He gained his experience in many of 5 star hotels, resort hotels, fine dinings, casual family type restaurants, bars, night clubs, wedding halls, banquet facilities, etc. He has become a successful restaurant producer by gaining professional skills through his career managing many of places, creating operation manuals, implementing efficient operation system and establishing new restaurants. Believing that the biggest asset in hospitality industry is “human resource” his consulting style is very unique and concentrating on creating a strong professional team by training members. Mr. Sato says “The success of the restaurant is based on how much professionals with a warm heart you can create. And I believe this is possible by implementing Japanese hospitality mind set to every single members in the team.”