Domain:

Atomistic Skill:

1
1.1

Communicating
Public Speaking

Skill:
I can speak in public to provide direction to servers and kitchen staff
during each shift to maximize guest satisfaction.
Level:
Well enough to deliver achievable results by stressing the importance
of Five-Star service while following the companys Brand Promises and adherence to all
rules including state laws.
Conditions: If I Have
Trained servers that meet company guidelines and state alcoholic beverage
certification.
Trained kitchen staff that uphold the highest standards of food safety,
presentation, and quality.
Food and beverage supplies
All restaurant equipment in safe and working condition
All computers online and transmitting orders on time
Companys shift sales goal, daily goal, and weekly goal
Adequate staffing of servers, bartenders, and kitchen staff
Guests desiring to eat and/or drink
Knowledge: If I Know
Merriam Webster Dictionary defines public speaking as; 1. The act or process of
making speeches in public; 2. The art of effective oral communication with an audience.
As the guest service coordinator, it is very important that I am capable of
speaking in public. This ability ensures that all individuals in the restaurant are satisfied
and needs are met for the purpose of their visit. Public speaking in an open concept
restaurant must be done with tact and confidence. This ability ensures that all staff and
guests are treated with respect and provides a pleasurable dining experience. In an
open concept restaurant it is imperative that I am always aware of my body language. A
big part of public perception of a manager is through what is seen and not necessarily
heard. I must always have as the guest service coordinator a constant stage like
presence that is warm, caring, and trustworthy. This means that I must use positive
body language that doesnt detract from my messages. For instance, a frown upon my
face can signal that I am unapproachable or crossed arms can send a message that I
am not willing to communicate. As the guest service coordinator, I must ensure that all
guests are greeted and seated in a timely manner by speaking to the host and guests
that are arriving. I must also speak with each server on an ongoing basis to assess that
each server is following steps of service and having positive guest interactions. If I fail
or become lax in my public speaking tone and approach my staff and guests will not
have a remarkable dining experience. If I am unable to speak in public and convey my
messages the harmony of the shift will falter and service standards will fall to
unacceptable levels. When service standards are met or exceeded I provide praise to
the staff. If service standards are not met it is of the utmost importance that I speak in a
manner to correct the problem without drawing attention to the staff or to the guest. I
BAAS PLA 12/05/12

Somerville, Hunter

Public Speaking

must be able to speak in public to all staff members that encourages their eagerness to
work and in turn make higher tips.
I speak publicly at the beginning of each shift to the entire staff. As I speak to the
service staff, I remind them of the current specials and promotions. I also assign each
server to specific sections and designate their ongoing shift duties. In this meeting I
address shift goals and how much each server is required to sell. I boost server
competitiveness by creating a small sales contest and provide a specific prize. During
this shift meeting I address the kitchen staff and stress the importance of quality of food
and presentation standards. If there are items that are out or will sell out before the shift
is over, all staff members are made aware of the situation.
A very important and ongoing part of speaking in public within the restaurant is
about alcoholic beverages. As a guest service coordinator it is essential to know all
laws of the state in which I work. Alcoholic beverage violations can mean jail time or
fines for the server, the manager, and company licensing revocation. I must be able to
assess each guest for signs of intoxication and be able to speak to that guest
appropriately for their safety. Speaking to each server and getting feedback is crucial to
being able to make the right decision. Guests that are impaired by alcohol are
sometimes belligerent or combative and being able to speak to them to diffuse the
situation is required of the position. Speaking to a person that may be impaired by
alcohol almost always involves the presence of other guests and how I handle the
situation maintains the company image and my personal image. Speaking to all parties
involved in the situation requires skill and effective strategies to have the desired
outcome of making sure the guest arrives home safely. Speaking to the server and the
bartender also requires directness and investigation into whether or not company
policies were followed or broken. Preventing an alcoholic beverage situation requires
that I keep ongoing dialogue with all servers and observe all guests and speak up
before too many drinks are served.
Speaking in public is an essential task in guest satisfaction. A part of the guest
service coordinator job is to interact with each and every guest during their visit to the
restaurant. By speaking to the guests I am able to determine how their meal is going
and ensure that we are meeting their needs. I must engage the guests to make them
feel comfortable giving me feedback both positive and negative. If any part of their meal
is not satisfactory it is imperative that I solve the complaint immediately and to the
guests desired level of satisfaction. By speaking to each guests I am able to determine
what service levels we are meeting, exceeding, or needing of improvement. Speaking
in public in the dining room allows me to maximize the satisfaction the guest will receive
by accommodating their needs or wishes. When we are having an extremely high
volume of guests on a shift I can speak with the host to determine seating needs and
reassure the guests we are going to get them seated.
Speaking in public in a restaurant does not end at the end of a shift. Speaking to
guests and making sure they received five-star service and are going to return is part of
my daily requirements. Speaking to each and every staff member is continuous
throughout the day because situations are always changing. As guest service
coordinator, I am the central player that is speaking to a myriad of people and seeking
feedback from every one of them to maximize the satisfaction for the guests, the profits
for the store, and the tips for the servers.
BAAS PLA 12/05/12

Somerville, Hunter

Public Speaking