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Overview

Service standards work best when they are simple, observable, and coachable. The aim is consistency — across shifts, across staff, across outlets.

Key takeaways

Define standards in behaviours, not “attitudes”.
Teach the service sequence, then coach in real time.
Consistency beats intensity: small daily improvements compound.

Service standards (non-negotiables)

Acknowledge guests quickly
Accurate orders (repeat-back)
Table check shortly after mains arrive
Proactive refills and table clearing
Calm, professional tone even under pressure
Escalate issues early (don’t hide problems)

Service sequence (simple)

Arrival: greet + set expectations
Order: confirm dietary needs + repeat-back
During meal: check-in + table maintenance
Payment: fast and accurate
Farewell: sincere thank you + invite return

Product knowledge expectations

Know top sellers and what to recommend
Know allergens and “can/can’t do” swaps
Know wait times for key dishes during peak

Service coaching (daily/weekly)

Daily: one focus

Pick one focus each shift (e.g., drink speed, greeting standard) and coach it.

Weekly: review patterns

Review recurring feedback and pick 1–2 improvements to train.

Checklists

Shift opening (FOH)

Specials + 86 items briefed
Sections assigned
One service focus for the shift

Service standards spot-check

Greeting within target
Order accuracy process followed
Table check done

Templates

Service standards one-pager (copy/paste)

Greeting standard:
Table check timing:
Escalation rule:
Recovery gestures allowed: