Domain:

Atomistic Skill:

4
4.1

Critical Thinking
Assessing

Skill:
I can assess the opportunities for improvement and overall
effectiveness of training within my restaurant.
Level:
Well enough to achieve higher customer service goals and increase
sales through training with GHI Reports and team meetings.
Conditions: If I Have
Service staff willing to learn and offer feedback
Computer Based Training Modules (CBT)
Point of Sale Computers (POS)
Menus, promotions, and ingredient guides
Quality Table Service Handout
Computer, network connections, printer, and paper
Training budget
Food and beverage supplies
Service staff in proper uniform
Trained kitchen staff
Knowledge:
BusinessDictionary.com defines assessment as: Evaluation of working
effectiveness and suitability of a system through test methods aimed at (1) identification
of defects, gaps, areas of risk, (2) measurement of the adequacy of the output, and (3)
assessment of the reliability of the operations.
As guest service coordinator it is my responsibility to assess the overall
effectiveness of service that servers are providing. As I walk through the dining room
and other areas I always making mental notes of tables, service areas, and restrooms.
Providing five star service requires my assessment of those areas and what
improvements can be made. For instance, if a server is not removing dirty glasses,
plates, or other items the guests are not using, that server is not giving five star service.
I must assess whether a failure in training took place, the server doesnt feel
comfortable removing the items, the server is lazy and doesnt care, or if the guests
asked the server not to remove the items. In assessing the situation if I look at other
tables in the servers section, it likely not that a guest asked the server not to remove
the plates. If it is every table in the section and after talking to the server he or she says
that I do not know how to remove the dirty plates; it is likely a training issue. But if the
server says to me, I just dont have time, he or she is not making the most of time
spent at the tables and this must be corrected immediately.
Assessment of training effectiveness allows me to adjust techniques to meet
goals more efficiently. As training of service takes place it is important for me to assess
whether each member of the team is understanding my goal and what is expected of
each of them. If a team member is not comprehending what I am asking of them, I must
assess whether they can be a server or need to be moved to another area. There are
several main goals as a guest service coordinator that I must achieve. Five star service
BAAS PLA 12/05/12

Somerville, Hunter

Assessing

standards at all times, gracious hospitality, and uncompromising freshness and quality.
Servers must understand that five star service includes the very cleanest of restaurants,
cleaned and proper uniform, knowledge of menu, and overall appearance of server.
Gracious hospitality includes making sure that every guests need is met by anticipating
and offering silent service. Uncompromising freshness and quality means that every
dish is prepared with the highest of standards and delivered promptly to the guest.
Each server is empowered to make requests when food is not prepared correctly, hot
food has gotten cold, cold food has warmed, and drinks have melted. I must
continually assess that these standards are met and that I have service staff in place to
present these standards. Assessment of training effectiveness allows me to make
adjustments to the training process and implement practices that achieve these goals.
Flow in the restaurant is the way in which servers get from one area to another.
This flow also includes the path that guests may travel to their table, the bar, or to the
restroom. As guest service coordinator I must assess these pathways to ensure the
safety of the guests and the servers. The first assessment of flow is the flow to the
restroom. Guest must be able to pass to the restroom and not have to walk around
servers or improperly seated guests. In assessing this flow I watch the servers and
guests then make necessary adjustments. For example, there are four tables in a row
going to the restroom. If a host realigns these tables to accommodate a large party of
12 to 16 people the aisle will have chairs blocking the flow. The host must know not to
arrange tables in that section that blocks flow. There are multiple other pathways that
flow to and from the kitchen. When servers are taking dirty dishes to the kitchen the
must be careful not to bump into guests. If a server is repeatedly taking a pathway the
could harm a guest I must assess why they are taking this path and then implement a
new way to get to the kitchen. As guest service coordinator I must also assess the flow
of food to the dining room. In this assessment I am rating the effectiveness of delivery,
timeliness, and freshness. The assessment of delivery makes sure that each course is
arriving within the allotted amount of time from order entry and also in proper order from
appetizer, salads, entrees, and desserts. Timeliness assessment is the assessment of
the server and how well he or she manages the pace of the meal. I look for proper
timing of drinks and meal delivery. The server should never order all items at once; he
or she should order each course in the prescribed timeframe or when the table request
the item. Assessment of freshness should start in the kitchen and continue until the
food arrives at the table. Kitchen staff should never use old or out dated food items.
The kitchen should also communicate and coordinate with other kitchen members so
that all food is prepared at the same time for the same table. Servers, food runners, or
expediters should check for freshness and proper temperature. The person that
delivers the food to the table should check the items one last time to make sure the
order is correct. Assessment of this process is crucial to service standards and
ultimately results is great service or poor service.
As guest service coordinator I must also assess the trends in business and make
adjustment. I must also coordinate with the kitchen manager if assessment of business
indicates that the restaurant is going to need more of a particular food item or beverage.

BAAS PLA 12/05/12

Somerville, Hunter

Assessing