Nikolas Giannopoulos AIWS Managing Director

Oenophorum Best Sommelier of Greece 2011,'12, '14

� � Appearance / Grooming Standards � Hugiene � Follow protocole � Walk the floor with style

Us on the floor

� � First listen – Then answer � Use proper vocabulary � Not too many words � Repeat order always � SPEAK CLEAR, NOT LOUD � Don't stay above the table

Speak with guest

� Eye Contact

� � Discreet � Confident � Trustful

Be always

�

� Never say No � Everything is possible � If not, offer alternatives

There is not "NO" word in hospitality

� � Remember

There is always an "wall" between guest and server. Never break this wall.

� Never touch a guest � Give your hand for a handshake only AFTER a guest

offers his/her � The only persons that can give a handshake before

the guest are the General Manager and the Owner of the establishment

The golden rule

� � Know your product well � If you don't know, don't give answers that you are

not sure. Excuse yourself and ask your colleauges

Knowledge

� � Create experience � Always above expectations � Never downsale

Unforgettable experience