Golden Rules Flashcards
What are the 5 steps to the golden rule of great guest experience?
1) Guest Engagement
2) HI 5’s
3) Anticipate
4) Service timing
5) Product Knowledge
What sort of things should you ask your table when you first meet them?!
- Introduce yourself (Your name)
- Find out what has brought them in
- is it their first time?
- The more you know about your guests the better
What are the HI 5’s?
1) Recommend Product
2) Write down each order on your server pad
3) Repeat the order back to each quest as you go around the table
4) Ring in the order on the POS & review the screen prior to sending it in
5) Quality check
When should you go do a quality check?
within 1 minute or 3 bites/sits of receiving their meal.
*** Be specific!!! avoid the words “Everything, Anything, or Nothing”
Tips for recommending a product
- First answer any questions & if you don’t know the answer, promptly go find out
- Inquire about the guests tastes, dietary preferences & timeline
- Provide testimonies (Great choice, cod is very popular)
- offer tasters such as sauces, soup, beer or wine
How do anticipate guest needs
- offering fresh drinks
- bringing extra napkins if we’ve cleared them with appetizers
- bring debit machine over with the bill
- special steps when guests are in a rush
When should you ask if a guest would like a fresh drink
when their drinks are 1/3 full
What is pre-service
it means the things that should be pre-set at the table once the food has been rung in
What things should be pre-set
1) Side plates for sharing items (One brown napkin per plate stacked on top of the plates at the edge of the table)
2) New cutlery between apples & entrees
3) Dessert settings to be brought with dessert
4) Wine glasses - these should be pre-set when a bottle of wine has been ordered
What are the tips for providing quick service
1) Always ask if the guest is on a lunch break between 11am-2pm monday to friday.
2) When you have established that the guests are in a hurry, ask if they have decide on food & drunks at the same time. Offer to get a drink started right away
3) When clearing their plates, have the bill on you.
4) Offer coffee, tea & dessert when clearing. If they would not like anything else, present the bill & let them know you will be right back to take the payment
what is the timing standard for greeting new tables
45 seconds from the time the guest is seated
what is the procedure for greeting new tables
1) Welcome table & introduce urself
2) While placing a coaster in front of each guest, re-iterate drink special & features. Build rapport. This is a good time to begin to understand their dining needs
3) Get a drink ofder ensuring you are answering all questions about our drink selections (beers on tap, selection of wines, cocktail flavour profiles)
4) Parting comment “I will ring in those drinks & be back for your food order & duo answer any questions you may have about the menu”
when should you ring in food and drink orders?
Immediately. do not batch bills. You need to write down everything in an organized fashion on your server pad. Repeat orders back to guests.
What do you do if the guests order appetizers & entrees at the same time
1) Ring in & send through the appetizers right away
2) Ring in the entrees & use the HOLD function on the POS
3) Be aware of bill times & send through “Unhold” the entreses as soon as the appetizers hit the pass through
Tips for delivering the bill
1) Never make guests feel rushed, let them know they can take as long as they need & that its there @ their convenience.
2) Place the bill on the table in a way where you can tell if the guest moves it (Standing up?? … idk what this means that much but ya)
3) Once a card has been placed in the billfold process it immediately (Goal time: 30 seconds)
4) When returning the card, use the guests name & thank them for coming in
5) If card is declined be discrete.
6) If the person pays with cash do not ask them if they need change, immediately go and get them change
