Brought to you by Woolworths Financial Services 

When Cristiano Pizzut opened Forti Grill & Bar (the 2022 Woolworths Financial Services Service Excellence Award winner) at Pretoria’s new centre in Menlyn Maine six years ago, he set out to create a contemporary restaurant offering a fine dining experience without the fine dining prices. The humility of this philosophy is intrinsic to the restaurant’s bespoke and inviting atmosphere. It also has a hand in its consistent service excellence and why it has become a city favourite. 

While great service leaves a lasting, endearing impression, what it looks and feels like is a subjective experience. However, Cristiano has insights about where great service starts and where it ends. These are his 10 key points.  

The right attitude 

“Service starts from the owners to the managers’ attitude towards the personnel. And then the personnel’s attitude towards the guests. You must love what you do, otherwise you cannot do it,” Cristiano says.  

A pleasurable working environment 

Forti Grill & Bar excels at creating a positive working culture, which translates into a welcoming atmosphere. “This rests entirely on management and it is instilled in the training,” Cristiano emphasises.   

“People must look forward to coming to work. If you have happy people, you have happy customers. The recognition they get from the customers matters. It’s not only the waiters that get the recognition. It’s also my kitchen staff. I have people that come to the kitchen to tip the staff in cash.” 

Cohesion 

Service levels pertain to all aspects of a restaurant and everything is linked. Cristiano says, “Service starts from the back, from the sculler who must ensure plates are clean before they are used. They must take pride in what they’re doing. That creates a positive and cohesive working environment.”  

Personality 

Working in the restaurant industry can consume about 90% of your personal life. Because of this, Cristiano believes it is important to have a personality for people and for yourself. “You must be proud of yourself and proud of what you’re doing. If you’re not proud of yourself, you cannot portray anything. I have 45 years in this business and I always say to my waiters: being a waiter is a profession. Waiters need to be recognised as professionals because their work takes a lot of dedication.”    

Knowledge 

Knowledge of food and the menu is imperative. Personnel is expected to have the right vocabulary. “Knowledge is based on interest for what you’re doing,” Cristiano says. “We provide this with schooling. You do a couple of dishes and let your personnel taste it, so they know what it tastes like and can tell the customer this. We teach them to express the words the right way, about the flavours, and what they go well with. Customers love this.”   

Communication skills 

The personnel can have a conversation with the customer. A broad conversation, not just about food, Cristiano points out. So natural communications skills are required. “We also school personnel regularly about how to deal with and respond to possible unfavourable situations,” he says.   

Personal presentation  

Looking neat and sharp goes a long way. “And this extends to the presentation of the food, menu and décor. Everything is linked,” says Cristiano.  

Treat new and old customers the same 

60 – 64% of Forti’s customers consist of regular clientele. “It’s important that when customers come in, they feel extremely welcome, whether they’re regulars or not. And that rests on the waiter. That is part of the service; part of the ambience,” Cristiano says.  

Regular training 

Training is central to making everything work cohesively. “We do training about 3 times a year. We refresh it occasionally – like when we change the menus. Or when we introduce specials that are not on the menu.”  

Consistency 

Resting on their laurels is no option for Cristiano and the Forti team. “It’s brilliant and a blessing for myself and my whole team to win awards for our service. It’s a reminder to keep it up. The pleasure of seeing someone really enjoying something that you gave them is priceless. That is the satisfaction I pass onto my personnel,” he says. “At the beginning of the year, we had a group of about five people. They had previously come to the restaurant and enjoyed it immensely. Then they became regulars. Then one night they came in as a group of 15 and we served them all our specials. Not menu items. Something special. They lapped it up so much and enjoyed everything so much that they gave a R10 000 tip. That was one of my proudest moments here.”  

Read about the other winners at of 2022 Eat Out Woolworths Restaurant Awards