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Guest Service
April 18, 2012

Credits and Copyright

THE MATERIALS ON THIS SITE CONTAIN CONFIDENTIAL, PROPRIETARY AND COMPETITIVELY SENSITIVE INFORMATION. THIS MATERIAL MAY NOT BE COPIED, SHARED WITH OR DISTRIBUTED TO ANY INDIVIDUALS EXCEPT DUNKIN’ BRANDS EMPLOYEES, DUNKIN’ DONUTS AND BASKIN-ROBBINS FRANCHISEES (INCLUDING AUTHORIZED INTERNATIONAL LICENSEES) OR THE AUTHORIZED MANAGERS OF SUCH FRANCHISEES IN CONNECTION WITH THEIR OPERATION OF ONE OR MORE DUNKIN’ DONUTS OR BASKIN-ROBBINS RESTAURANTS. ANY UNAUTHORIZED COPYING, SHARING OR DISTRIBUTION IS STRICTLY PROHIBITED, AND CONSTITUTES A VIOLATION OF THE FRANCHISE AGREEMENT. IN ORDER TO PROTECT THESE CONFIDENTIAL AND PROPRIETARY MATERIALS, IT IS IMPORTANT THAT YOU PROMPTLY NOTIFY THE DUNKIN’ BRANDS TRAINING DEPARTMENT IF ANYONE IN YOUR ORGANIZATION WHO HAD ACCESS TO OPS SOURCE THROUGH ON-LINE UNIVERSITY OR FRANCHISEE CENTRAL HAS LEFT YOUR ORGANIZATION, OR IF YOU BELIEVE THE CONFIDENTIALITY OR SECURITY OF YOUR USERNAME OR PASSWORD MAY HAVE BEEN COMPROMISED. THESE MANUALS, AND ANY UPDATES OR OTHER DOCUMENTS MADE AVAILABLE TO FRANCHISEES, CONTAIN STANDARDS OF THE DUNKIN’ DONUTS AND BASKIN-ROBBINS SYSTEMS AS OF THE DATE STATED TO BE THE “LATEST UPDATE” ON THE HOME PAGE OF “OPS SOURCE”. THIS SITE WILL BE UPDATED AS STANDARDS AND MANUALS CHANGE. IT IS THE FRANCHISEE’S OBLIGATION TO ENSURE THAT ANY ADDITIONS, DELETIONS AND CHANGES OF ANY KIND TO THE STANDARDS ARE INCORPORATED INTO THE FRANCHISEE’S OPERATIONS OF THE RESTAURANTS.

Table of Contents
Page

Guest Satisfaction.................................................................................................. Guest Satisfaction Overview.............................................................................. Meet Dress Code and Appearance Standards.................................................. Professional Behavior........................................................................................ The 6 Steps of Service....................................................................................... Greet The Guest................................................................................................ Take the Order................................................................................................... Collect Payment................................................................................................. Prepare the Order.............................................................................................. Deliver the Order/Confirm the Order.................................................................. Thank Guest...................................................................................................... Offer Samples.................................................................................................... Take Telephone Orders..................................................................................... Serve Guests with Special Needs...................................................................... Handle Guest Recovery Situations.................................................................... Managing Guest Satisfaction................................................................................. Create a Guest-Focused Culture....................................................................... Use Team Service............................................................................................. Manage Guest Comments and Complaints....................................................... Prepare Crew Members to Serve Guests with Special Needs.......................... The 6 Steps of Service....................................................................................... Measure and Improve Order Accuracy.............................................................. Measure and Improve Service with Speed........................................................ Use Tools and Technology to Improve Guest...
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