Par Excellence: Hallmarks of Great Service

How do independent restaurant owners ensure great service in their concepts? That's simple, and it can be summed up in three steps.

First, they pay attention to the big picture. The difference between good and great restaurant service is a culture of passion, says Jeffrey Bank, CEO of Alicart Restaurant Group, which operates Carmine's Italian Restaurant and Virgil's Real BBQ, with locations in New York City, Atlantic City, Washington D.C., Las Vegas and the Bahamas. "We all know and have our 'steps of service,' but to translate them into an incredible guest experience your staff needs to have passion and want to be in the hospitality business," Bank says.

Great service is something you remember and tell stories about for years to come.

Second, they pay attention to the fine details. "The difference between good and great service is the little things," says Tania Arthur, director of operations for Between the Buns/Curve Café in Osceola and Elkhart, Indiana. "A genuine smile and greeting when people walk in or out your door, knowing people by name - and it is OK to ask. It's going the extra mile. If you have it, serve it. [It requires] individuality at each table. Make your guests feel like they are your only table, at every table. It requires knowing the guests who provide repeat business. It's knowing a guest's name, what they like to drink, how they like their eggs, asking about the vacation they just got back from."

And third, they pay attention to everything in-between. And that is because "everyone expects good service," says Jason Neve, culinary director for B&B Hospitality Group in Las Vegas, which operates OTTO Enoteca Pizzeria, B&B Ristorante, B&B Burger and Beer and other concepts.