1. F&B Steward's BIBLE Convivial

2. Objective Steward’s BibleBetter Guest Relations Repeat Guests, Higher Revenues

3. Quality Service

4. Define your standards of quality service with Measurable indicators Assess your current situation Develop effective service-improvement strategies Initiate your solutions carefully Provide feedback, recognition, and rewards

5. ProceduralConvivial

6. Convivial

7. Convivial Criteria Attitude Body language Tone of voice Tact Naming names Attentiveness Guidance Suggestive selling Problem-solving

8. One’s attitude is communicated to others. Maintaining a Positive Attitude- which is communicated through behavior and verbal cues- is essential to the provision of quality service.

9. Body language can convey up to two-thirds of the message in a typical conversation. Facial expressions,eye contact and smiles as well as controlled hand and body movements communicate much of the service persons attitude towards the guest.

10. Knowing the right thing to say under different circumstances is an important skill for a service personnel to master.

11. One of the best ways to relate to the guests personally is calling them by names. Use of guest names reflects the special care for them.

12. Quality service people see themselves as sales representatives. They understand that business depends on sales and their job is to sell.

13. Guest problem or complaints should always be handled calmly, smoothly and tactfully. The guest should be convinced that their problems, concerns or complaints are always welcome and should be handled effectively.