The Art of Service

• The concepts on which any restaurant is built - vision, mission etc
• The Ten Golden Rules of Service
• To ensure that as a team member each plays his or her  full part
• To embrace ownership, teamwork, integrity and urgency
• To deliver the highest standards of service consistently and continuously
• To ensure business and commercial objectives are met while at the same time ensuring total guest satisfaction

1. Shuffle the Vision, Mission, Values, Objectives and Golden Rules cards (28 in total) and place face-down, at random on the 28 rectangles on the board
2. The Feed the Lions cards are put on their designated square.
3. The first player chooses any two cards, turns them over.  If the pair does NOT match, the cards are replaced on the board, and remembered, and play moves to the next person.
4. When a matching pair is found the player reads out the statement on the cards eg.  “What is your restaurant vision?” The player responds with guidance as necessary from you, the Facilitator.
5. Correctly and fully explained cards are rewarded with a Feed the Lion Card (useful in Part 2).
6. When all cards are paired and explained and the all-important direction and goals of the business are fully understood, players progress to the Restaurant Game.

Part 2 The Restaurant Game

1. Place all eight sets of cards for Part 2 and the bank notes face down on the designated boxes on the Facilitator’s Board. Have props ready eg tray, napkins.
2. Starting (normally) in the Reservations section the first player throws a dice and moves forwards and backwards along the line of squares in the section. The square he or she lands on indicates the pile from which to take the top card.
3. Again the player reads out the card and responds accordingly– a demonstration of a skill, an explanation of a process, facts & figures, a role-play, an opinion etc. Your role as Facilitator is to establish positive, happy dialogue and to support and guide as necessary.
   
4. Correct responses are rewarded with money. Insufficient or incorrect answers can be thrown open to other players making it possible for them to earn extra money and get ahead.
5. Once players earn enough money they move to the next section, Reception - and so on to the Restaurant.
6. Watch out for Lion Squares representing unhappy customers. Miss a turn or give them a steak by submitting a Feed the Lion Card (collected in Part 1). A Smile Square - a happy customer - earns 20 Sx.
7. The first person to gain 500 Sx in the Restaurant wins and becomes an expert in the Art of Service.

Full guidance and Fred’s responses to every card are in the Facilitator’s Manual that comes with the pack.

Nick Scade, Academy of Food & Wine Service SkillsThe Art of Service is a fantastic and a much-needed additional restaurant service training resource.  It is brilliant and so simple to use.

John Williams MBE, Academy of Culinary Arts / Executive Chef, the RitzThe Art of Service captivates the whole group. Well done Fred!

Richard Harden, Harden's Restaurant Guide

Fred brings a palpable enthusiasm to the serious business of getting service right, so it’s no surprise that he’s had the idea of inventing a game to get the concepts over to staff while making the exercise fun.  It's a great idea which will help to spread "best practice" in this ever-evolving area.

For lots more testimonials please Contact us

• Facilitator’s Manual
• Facilitator’s Board
• Participants’ Game Boards (Two)
• Playing pieces & Dice
• The Art of Service Sticker
  

• Set of 20 Golden Rules Cards
• Set of 2 Vision Cards
• Set of 2 Mission Cards
• Set of 2 Values Cards
• Set of 2 Objectives Cards
• Set of 20 Feed the Lion Cards

• Set of 12 First Line of Defence – First Impression Cards
• Set of 21 Analogy Cards
• Set of 9 Show & Tell Reservations Cards
• Set of 11 Show & Tell Reception Cards
• Set of 17 Show & Tell Bar Cards
• Set of 25 Show & Tell Restaurant Cards
• Set of 30 Random Cards
• Set of 20 Kitchen Cards
• Set of Bank Notes
• The Art of Service Restaurant Sticker