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Code of Service

The document outlines a code of quality service for interacting with guests. It provides 10 guidelines for serving guests which include greeting guests immediately with a smile, giving them undivided attention, making a good first and last impression, being natural and energetic, assisting guests by solving their problems, using common sense and bending rules when needed to help guests, and taking care of one's self.

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exceluslearning2937
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7 views

Code of Service

The document outlines a code of quality service for interacting with guests. It provides 10 guidelines for serving guests which include greeting guests immediately with a smile, giving them undivided attention, making a good first and last impression, being natural and energetic, assisting guests by solving their problems, using common sense and bending rules when needed to help guests, and taking care of one's self.

Uploaded by

exceluslearning2937
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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THE CODE OF QUALITY SERVICE

A) Greet the guest immediately - smile & make eye contact as soon as you see a guest.

B) Give the guest your undivided attention - listen, pay attention. There is nothing more
annoying than a distracted service person or one who is doing more than one thing, while
attending to a guest.

C) Make the first 30 seconds count - smile, first impressions are lasting impressions and set
the tone for the entire business transaction.

D) Be your natural self - being phony or mechanical is not appreciated. Guests are quick to
sense whether you genuinely enjoy serving them or are treating them as just another
person - mechanically with artificial courtesy, just because you have to do so.

E) Be energetic and cordial - a tired looking and disinterested service person tends to put off
guests. It is important to be seen as cordial and enthusiastic by the guests.

F) Assist the guest - put yourself in the customer's shoes. Make his problem, your problem.
Take responsibility to help the customer. Go out of your way to help.

G) Think! Use your common sense - effective managers have never been generated from
policy manuals. Develop the ability to take quick decisions on the spot. Be logical & think
beyond procedures.

H) Bend the rules sometimes - do not apply the rule book all the time. If there is a slightly
different way to help a customer - take it. It is not necessary to constantly refer & check
with your boss. But be sure to inform your boss of your actions & seek his / her guidance
when time permits. This will allow you to learn from your experience & correct any errors.

I) Make the last 30 seconds count - wrap up your interaction with the guest, on a pleasing
note. Make the guest leave wanting to interact with you & your organization again.

J) Take good care of yourself - in the stressful service industry, it is important to take each
day as it comes & enjoy it to the fullest.

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