Corporate Commitment
Here is a quote from the O'Charleys Annual Report filed with the SEC on 3/10/06. In the section on Outlook, page 31:
"Strengthen the organization with a new core of talent and build a winning team".............
" Enhance guest satisfaction and intent to return by instilling 'A Passion to Serve' at all levels of the organization. In 2005, we adopted a vision statement: 'A Passion to Serve'. This statement describes our commitment to our guests, each other, our stakeholders and our communities. Our vision is to be the best of class in food and service in our segments of the restaurant industry. We are making operational changes to improve the guest experience from the moment they walk through the door, until the moment they leave as a satisfied guest. We are improving the screening, training, and development of team members at all levels of the organization, focusing first on those who come in contact with our guests. We are measuring guest satisfaction and rewarding our restaurant managers on the achievement of specific targets. "
posted by shadow @ 3/31/2006
2 Comments:
Here's what "A Passion to Serve" means to me:
Greet guests in a timely manner and seat them at a CLEAN and properly refitted table.
Greet guests at such table within 30 seconds and with a smile.
Ask guests how they are and avoid small talk but get right in to specials and offer a few drink suggestions.
Bring back drinks quickly with ice in glass if necessary and not few cubes floating on top of liquid, i.e., FILL glass with ice b/f you fill it with liquid!
Repeat order to guests... I can't stress that enough. Take the time to do it right and the few seconds extra could prevent future problems with the order temps, times, and complaints.
Don't forget to talk and ask about dessert of coffee b/f you pick up plates from them and or drop check.
Don't ask if they need change, instead comment "I will be back with your change in a moment" and give a brief glance to see if they say ok or "no change" so you know without insulting them.
Return check and change or card quickly and in a CLEAN book with push pen inside or attached somehow for them so they don't have to ask or get their own.
Smile and ask if there is anything futher you can do for them before they leave.
If you can do this, if WE can do this, we will be fulfilling the "Passion to Serve" vision.
The above is MY personal opinion and I am a server. Our job isn't hard, now if we can get management and others to give us proper support... I bust this place up but I also rely on it to bring income into my home - please bring up the service and background service to help all of us from server to manager to customer.
BEEP BEEP!!!
Improve management---HAH! They would have to listen to do that.
Post a Comment
<< Home