6 Steps + 6 Tools for the Perfect Service

By Nikolaos Sliousaregko

This book aims to: 

Be a tool of knowledge, support, and promotion during the first steps of each waiter's career.
Make clear the philosophy and psychology of service, human relations, and communication, through a simple and approachable presentation and analysis.
Srengthen each waiter or prospective waiter's confidence and personality.
Transmit the expectations and key rules of the customers' internal function, so that they can cover them with absolute success.
Help anyone who wishes to work efficiently and effectively in any health-regulated catering establishment.
Contribute to the rapid improvement of a waiter's performance and financial rewards.

• Language: English
• Publisher: Nikos Sliousaregko
• Release date: Apr 11, 2022
• ISBN: 9789606273452

Nikolaos Sliousaregko

Nikolaos Sliousaregko je rođen 1967. godine u Solunu, gde odrastao i završio studije. Diplomirao je na Pedagoškom fakultetu, ali je se ubrzo + zaposlio u segmentu biznisa i menadžmenta. Već duži niz godina radi kao menadžer u multinacionalnim kompanijama i turističkim preduzećima u Grčkoj. Započeo je karijeru u Heineken pivari i završio je 14 godina kasnije kao šef prodaje za Severnu Grčku. Postao direktor u distributivnom centru hrane i pića internacionalnih brendova na teritoriji centralne Grčke i nakon toga i director u fabrici peciva u Atini. Pre osam godina seli u Srbiju i upravlja hotelom i sportskim kompleksom sa odličnim rezultatima. Nikosove glavne aktivnosti su fokusiranje na menadžment u biznisu i razvojem na višem nivou. On je stručan i iskusan izvršni direktor u oblastima upravljanja, prodaje, ugostiteljstva i treninga. Takođe, osmislio je i svoje programe za trening “Put ka uspehu (2011)” i “Veštine upravljanja” (2013) i “6 koraka+ 6 alata za savršen servis. Oženjen je i ima 3 ćerke. 

Book preview

service(justcover)-v3.jpg

book Title: 6 Steps + 6 Tools for the Perfect Service

author: Nikolaos Sliousarenko

ebook publication: April 2022

isbn: 978-960-627-345-2

ebook’s layout was done by iWrite publishing ateliers

iWrite Publications

Thessaloniki-Athens

Copyright © by Pigi Publications. Unauthorized reproduction of this ebook is prohibited under the Copyright law of the European Union and the international Intellectual property law schemes.

photography: Petrovic Vladimir

Author’s Bio

Nikos Sliousaregko was born in 1967, in Thessaloniki where he grew up and studied. Though he’s a Pedagogy graduate, he has been active in the private sector omega as an executive in large commercial and tourist enterprises in Greece and abroad since he was very young. His main activities are related to business administration and development to a higher level. He has extensive experience in administration, sales, tourism, as well as in staff training. He’s married and has 3 daughters.

Ε-mail: [e-mail]

Web: www.6plus6service.com

This book is for anyone who wishes to start their career in the catering industry as waiters, having limited or no experience in that field. You can use it as a compass that will lead you easily and quickly to great results.

This book is also for any professionals already working in said industry who face difficulties and troubles in some aspects of their everyday work, as it provides them with clear solutions and steps in order for them to tackle a great deal of those work-related issues.

At the same time, this book is for any store-owner and businessperson, as it provides them with a comprehensive tool for the basic, initial steps of their staff training as well as the improvement of their customer service, concerning all those who provide such services.

Table of Contents

Author’s Bio

This book aims to:

Prologue

Second Prologue

Introduction

CHAPTER 1

CHAPTER 2

CHAPTER 3

CHAPTER 4

CHAPTER 5

CHAPTER 6

CHAPTER 7

CHAPTER 8

CHAPTER 9

CHAPTER 10

BIBLIOGRAPHY

This book aims to:

Be a tool of knowledge, support, and promotion during the first steps of each reader’s career.

Make clear the philosophy and psychology of service, human relations, and communication, through a simple and approachable presentation and analysis.

Strengthen each waiter or prospective waiter’s confidence and personality.

Transmit the expectations and key rules of the customers’ internal function, so that they can cover them with absolute success.

Help anyone who wishes to work efficiently and effectively in any health-regulated catering establishment.

Contribute to the rapid improvement of a waiter’s performance and financial rewards.

This book is dedicated to

my beloved parents, Grigoris and Betty,

to my wife Ivana,

to my children Nadia, Irini and Vasileia

and to all the people I had the good fortune and the honour of

being trained next to, in my professional career.

Prologue

Critical Review

The book 6 STEPS + 6 TOOLS FOR THE PERFECT SERVICE is a hospitality guide for the restaurants’ food and beverage department, that provides valuable assistance. In it, the author deals with all issues related to the practice followed in operating a restaurant. The author’s contribution consists in the fact that he’s the first Balkan to deal with said subject under a specific angle, that of the customer. In this case, emphasis must be given on the book’s educational aspect. While writing it, the author applied and transmitted his many years of experience in the hotel industry while studying both domestic and international literature, which he presents at the end of the book.

The approach to the subject is appropriate, seeing that it is presented in the most natural way. Specifically, as is apparent from the content, the definition of waitering as a profession is presented first, and then the author analyses the customer and their needs, on which the existence of each catering establishment is based. Next, through the six steps, he presents the specific and detailed instructions for the staff’s attitude. After that, the organisational structure of a restaurant is presented, and the operational procedures that are of particular importance for working in the food and beverage department of each catering establishment are analysed. At the end of the book, he gives to those interested instructions for how to start and operate their own restaurant.

The practical aspect of approaching the subject is predominant in the book, which gives a particularly harmonic flow in its presentation; it introduces the reader to the restaurants’ world with successive steps. Great contributors to that are the graphs illustrating the topic, so that the reader can understand this complex issue more easily.

Thanks to the applicability of the content in the catering sector, this book is a useful guide for beginners, managers, and directors with experience in that sector. Additionally, the book plays an important role in improving the quality of the services provided in the catering industry and constitutes a very good basis for upgrading their practice and implementation.

Critic

Professor, Dr. Georgi Genov

Director of the Serbian Hotel and Hospitality Industry Association

Second Prologue

Why do we go out? Why do we choose to drink our tea or enjoy our meal in cafés and restaurants when we can easily cover that need at home? Is it the product, the well-cooked food by an exceptional chef, or the properly prepared beverage by a trained barista? Yes… but not only. It’s the experience, the atmosphere, the sense of being taken care of!

What makes us choose where we’ll go? How do we choose a nice hotel for our vacation or a good restaurant to celebrate an anniversary? The spot? The décor? The products? Of course… but not just those. The hotel and restaurant industry is there to offer us the moment, the taste, the flavour, the texture. But mostly… its serving.

This book was born by a man with enormous experience in the field, with years-long and multilevel presence, plus the sizeable advantage of deep knowledge from various points of view. As a member of the Athenian Brewery S.A. – in the sector of sales as well as in administrative positions – and as an entrepreneur himself, Nikos has lived the market from the inside and is able to – and thankfully does – experientially write about its needs, problems, and solutions. Methodically and substantially, thanks to his experience as well as his personality, in a simple and comprehensible writing style, always to the point, he unfolds little secrets and big truths about the sector that he serves with devotion and responsibility.

The 6 Secrets is the waiter’s vade mecum, but it doesn’t stop there… Ideally, customers will read it as well, that is, everybody.

Masterfully oriented towards those who have been in the field for years, but also those who are starting now, this book is for all those desiring to acquire a better perspective and approach their work differently — and certainly more comprehensively — in a demanding and competitive environment. If there was something like New Testament for the hotel and restaurant industry of the 21st century, the 6 Secrets would definitely be one of its chapters.

Giannis Konstantinidis

Owner of Caldera Bar (Katerini Beach)

and Freud Bareatory (Katerini)

Introduction

A journey of a thousand miles begins with a single step.

One night, going through my family photo album, I discovered my long-forgotten first picture as a waiter, when I was about seven years old. I looked proud and happy, holding a hanging serving tray that almost reached the floor. For some reason, this profession was one of those I had wished to follow when I grow up ever since. Full of pleasant feelings that this picture created in me, I tried to remember the reason why I had that desire. That’s how a journey to the past and my career’s first steps began.

My father was a surveyor, and his office was in a manor house in the centre of Thessaloniki. Many times, he took me with him and left me at an empty desk to paint and spend my time pleasantly. Truthfully, I was very pleased that, as a child, I did something creative. Little by little, he taught me definitions, the tools, how to read maps, line drawing, trigonometry, helped me to solve exercises and use the first calculator with numbers he had brought back then from the United States. I was always ecstatic about all this and always wanted to know more.

Being a child in a professional space automatically implies that I constantly distracted my father and his employees with all sorts of questions which I can assure you were numerous. My father had lots

Reviews for 6 Steps + 6 Tools for the Perfect Service

[Natalia Utka · Rating: 5 out of 5 stars]

A very good and complete book for the waiter - beginner. Easy to read