Counter tip

Quality management
at the bar

Quality in service is not limited to the performance of the waiter at the guest, but is connected to many other factors. Service quality begins in the background, with a complex construct in which all the edges must function like clockwork.

Starting with reservation requests, through roster design, to saying goodbye to the guest and responding to guest feedback. Between these processes, a lot of hand movements and professionalism are required to turn a guest into a regular guest.

These are eight points you should never neglect in your bar.

1. reservations

Through Covid-19, reservations are standard. A quick phone call, by email or via a professional reservation system - one briefly enquires whether a table is available to avoid unpleasant waiting times. This is already where the guest starts to get an idea. A friendly phone call or a quick response by e-mail are the basis for a pleasant stay.

2. service planning and training

The most important part of a functioning bar is the staff. Without them, a bar is not a bar. Depending on the concept, you have to plan ahead and think about how many staff are needed on which days to guarantee a smooth service flow.

In addition, sufficient time should be planned for regular staff training. These are essential for further training, but they should also be considered as team-building. Knowledge about the bar menu (and if offered about the food) as well as the right way to deal with complaints should be included.

3. welcome

A warm "welcome" and the corresponding eye contact show a certain respect towards the guest. This gesture should be anchored in principle and its effect should not be underestimated. If the guest feels comfortable from the start, the rest of the evening is usually a walk in the park, even if small mistakes happen.

4. back office

For a smooth service process and a constant level of quality, one must not forget the sweaty job of the employees in the back office. They form the basis for almost all processes. Whether it's clean glasses, refilling ice or preparing cold dishes, it's hard to imagine a larger bar without a back office employee.

5. service and beverage quality

Hopefully, it goes without saying that the quality of the drinks and attentive, speedy service are fundamental. In addition, daily recommendations and seasonal cocktails are a welcome change for guests and staff and raise the quality of the offer. The bar staff can give free rein to their creativity and regulars are always offered something new.

6. payment processing

After a few cocktails and engrossed in conversation, you quickly lose track of time. We all know the problem from personal experience: the train leaves in a few minutes, the theatre starts or the next appointment is coming up.

Most guests are very grateful for an uncomplicated and quick payment process and it rounds off the evening. With a friendly farewell, you leave a positive impression and before you know it, you have a new regular.

7. guest feedback

Unfortunately, negative feedback is more quickly formulated and uploaded on the internet than positive feedback. This makes it all the more important to respond to the feedback and to seek personal dialogue in the case of serious comments. The goal should be to turn an unsatisfactory experience into a pleasant one.

8. infrastructure

Last but not least, the infrastructure should of course fit the concept. Comfortable chairs, well-maintained toilets, a clean floor, but also the right volume of music and dimmed lighting to match the time of day should not be forgotten and contribute significantly to the guest's sense of well-being.

This article appeared in
Issue 1-2021

BAR NEWS magazine as single issue

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