Restaurant

Customer
Service

The Art of Service

Participants will learn:

The concepts on which the business is built - vision, mission etc
From 30 minutes to 3 hours

The Ten Golden Rules of Service
From 5-6 players up to 12 (in

As a team member, to play his or her full part six pairs)

To embrace ownership, teamwork, integrity and urgency Staff at any level

To deliver the highest standards of service consistently and
continuously £500 ex vat

To ensure business and commercial objectives are met while at the

same time ensuring total guest satisfaction

Achieve quality and excellence in your restaurant team with this

fun, creative, participative and powerful training tool.

Fred Sirieix, Trainer in the BBC TV series 'Michel Roux's Service' is the
award-winning General Manager at Galvin at Windows, the Michelin-
starred restaurant at The London Hilton on Park Lane. His inspired new
training tool, The Art of Service,
Service cleverly teaches the very essence of what
hospitality and service in the restaurant business are all about.

Essentially, it is about the people in your business and one of the main goals
of the game is to align each individual with the organisation as a whole. All
staff must fully understand their own role, the role of every other person in
the organisation and the concept of one, big, team.

The game is in two parts. First is a straightforward Pairing Game to

introduce basic business concepts - vision, mission, objectives values - and
Ten Golden Rules of Service. The Art of Service will convey these business
foundations clearly and memorably to all your staff. In the second and main
part - The Restaurant Game - participants follow the traditional guest
journey (around the Board), from the moment a guest books to the
moment he or she leaves the restaurant. Issues such as staff skills and
knowledge, as well as the beliefs and attitudes required for success, are all
addressed.
The experience ‘raises the bar’ by teaching staff exactly how to meet guest’s
expectations as well as helping management to get the best from their
staff. The Art of Service promises an inspired and creative approach to
learning and an effective way, at any time, to evaluate and measure
success.
The Art of Service
Trainer’s Role Testimonials
The Pairing
Pairing Game
1 Shuffle the Pairing Game cards (28 in total). Place face down on the 28 Michel Roux
Roux Jr, Le Gavroche Restaurant
rectangles on the board. The Feed the Lion cards go on their designated
Fred is passionate about his profession and
his desire to teach is infectious - what a
square.
great tool.
2 The first player chooses any two cards. If the pair does NOT match they
Russell Norman, Polpo Restaurant Soho
are replaced on the board, and remembered and play moves to the next Fred Sirieix is a dynamic restaurant
person. professional who inspires with his energy
and enthusiasm. The Art of Service is Fred in
3 When a matching pair is found the player reads out the statement on
a box.
the cards eg. “What is your restaurant vision?” Player responds with
guidance as necessary from you.
Nick Scade, Academy of Food & Wine
4 Correctly and fully explained cards are rewarded with a Feed the Lion Service Skills
Card (useful in Part 2). The Art of Service is a fantastic and a much-
needed additional restaurant service training
5 When all cards are paired and explained and the all-important direction
resource. It is brilliant and so simple to use.
and goals of the business are fully understood, play progresses to the
Restaurant Game.
John Williams MBE, Academy
Academy of Culinary Arts
The Restaurant Game / Executive Chef, the Ritz The Art of
Service captivates the whole group. Well done
1 Place Restaurant Game cards and money on the Facilitator’s Board: 224 Fred!
cards in total. Have props ready eg tray, napkins.
Pack Contents
2 Start in Reservations. 1st player throws dice to move forwards and back

Facilitator’s Manual
on the squares. The square he/she lands on indicates the pile from

Facilitator’s Board
which to take a card.

Participants’ Game Boards
3 Player reads the card and responds accordingly - demonstrating a skill, (Two)
explaining a process, facts & figures, role-playing, opinions etc. Your
Playing pieces & Dice
role is to establish positive dialogue and to support and guide as
The Art of Service Sticker
necessary. Pairing Game Cards

Golden Rules Cards
4 Correct responses are rewarded with money. Incorrectly answered cards
Vision, Mission, Values &
answers can be thrown open to other players to earn extra and get Objectives Cards
ahead. Once players earn enough they move to the next section - and
Set of 20 Feed the Lion
so on to the Restaurant. Fred Sirieix Cards
Restaurant Game Cards
5 Watch out, Lion Squares represent unhappy customers. Miss a turn or
First Impression Cards
give them steak with a Feed the Lion Card. A Smile Square - happy
Analogy Cards
customer - earns 20 Sx (the currency).
Show & Tell Cards

Random Cards
6 The first person to gain 500 Sx in the Restaurant wins and becomes an

Kitchen Cards
expert in the Art of Service.

Bank Notes
Full guidance in the Facilitator’s Manual that comes with the pack.
The Art of Service
Restaurant Sticker
Ordering

Phone 01225 484990
Fax 01225 484399
Email [email protected]
Web www.northgatetraining.co.uk
Delivery UK usually next working day, elsewhere 1-6 working days depending on location