| For food and beverage establishments, guest | | | | children, it is courteous to actually speak to the child |
| satisfaction is of the utmost importance. Satisfied | | | | directly, but to confirm with the parents (preferably |
| guests are the key to return business and a source of | | | | non-verbally or indirectly) on any orders that a child |
| word-of-mouth advertisement. In both instances, the | | | | may place. With small children, it is also a good idea to |
| operation realizes increased revenues as a result of | | | | make table snacks (crackers, bread, etc.) available as |
| satisfied guests. In this endeavor, there are guests that | | | | soon as possible as well. |
| will visit a food and beverage establishment that have | | | | What is apparent is that it is paramount that staff be |
| special needs. These guests, like any other, should not | | | | aware of the differences that each category of |
| only be treated with respect and courtesy, but their | | | | special needs guest requires. Not only, as we have |
| special needs should be accommodated. | | | | already mentioned, should these procedures be |
| Special needs accommodations should be spelled out | | | | outlined in the restaurant SOP; but training procedures |
| in the restaurant SOP. Our restaurant operation manual | | | | should be in place to make sure that staff are able to |
| is a good source for a restaurant manager to be able | | | | identify and provide needed services when required to |
| to develop their own special needs guidelines for | | | | do so. A restaurant manager is responsible to ensure |
| guests. There are a number of areas that should be | | | | that personnel are properly aware and trained in |
| clearly outlined and addressed, with staff being fully | | | | providing special needs guest service. |
| aware and trained on these procedures. | | | | A restaurant manager should understand that the |
| Special needs for a food and beverage establishment | | | | special needs of guests must be taken care of. The |
| would be any guest that needs attention from staff | | | | restaurant manager should convey this understanding |
| that exceeds normal parameters. This includes elderly | | | | to other staff members. Remember, these guests are |
| guests, small/young children, and guests with disabilities. | | | | as important as any other. Accommodating the needs |
| Some restaurants will also include guests with specific | | | | of special needs guests will only serve to enhance the |
| dietary needs or special requests in this category as | | | | reputation of the quality service that a food and |
| well. Each type of special needs guest has procedures | | | | beverage establishment offers. Additionally, food and |
| that are best suited to their care. | | | | beverage operations will realize an increase in return |
| For example, with elderly guests, you will want to sit | | | | business as a result of a practice that doesn't require |
| them in areas that have ample lighting and preferably | | | | any additionally expense to provide. With proper |
| quiet. If you have comfortable seating available, you will | | | | planning and training, any food and beverage |
| want to provide this as well. On the other hand, dealing | | | | establishment institute these effective guidelines. |
| with children requires a different approach. With | | | | |