Service Consistency: The importance of implementing service standards in all your establishments
By Marco Albarran Managing Director, Remarkable Hospitality, Inc. | February 12, 2012
Let's take a look (from an end user's standpoint) into a hospitality establishment that has obvious service standards, vs. a comparable that has them (service standards in place) but not being implemented or executed properly:
Properly Applied Service Standards:
(Empowered employee acknowledges guest from 10 feet away, and commences the conversation confidently, with a smile and full eye contact, at 5 feet away): "Welcome to X Restaurant. What may I get for you today?"
Guest: "Yes…hi", with a small smirk, after having such a rough morning so far, "I will take a small coffee, please."
Empowered employee: "Would you like for me to leave space for cream, half or half, or Milk? I have Skim Milk in the back here as well."
Guest: "Sure, why not, thanks for asking."