Random Important Stuff

Question 1

Kents top ten

Answer 1

Scott’s fave: knowledgable servers, crew involvement

1. Knowledgable servers
2. Sense of fun (smiles)
3. Urgency on greetings, drinks and food
4. Manager table visits
5. 3 table visits
6. Restroom focus
7. Lighting, music level, temperature. Tvs
8. Bartenders: speed, awareness, learn guests names,
9. Hosts. Smile, urgency guest concern, vs being a name taker
10. Crew involvement

Question 2

The story

Answer 2

1. Fresh baked bread with home-made cinnamon butter
2. Hand-cut steaks
3. “Award winning” fall off the bone ribs
4. Made from scratch sides and dressings
5. Ice cold beers and legendary margaritas

Question 3

G.R.O.W

Answer 3

Guest right of way

4 ft- welcome, engage
10ft - smile

Question 4

HEART (service with heart)

Answer 4

H- Howdy (greeting) 
E- Engage drinks/order 
A- Arrive app/salad/entree
R- Respond maintenance/service 
T- Thank you wrap up

Question 5

Howdy(greeting)

Answer 5

Treat like best friend 
Urgency to greet 
Eye contact 
Stand out 
Smile/ be friendly 
Thank guests for choosing TRH
Break ice 
Let guests know you will take great care of them 
Acknowledge children 
Recognize special occasions 
Start of strong - first impression

Question 6

Engage (drink order)

Answer 6

LISTEN to guest needs
Connect
Real conversation
Make them feel special
Eye contact
Use short hand (shorten words when writing)
Communicate (your apps will be out shortly, I’ll be back with more butter)

Question 7

Arrive- app/ salad/ entree

Answer 7

Smile when delivering food 
Quick and efficient 
Check back with purpose 
Personalize guest experience 
Make them smile, laugh, make their day 
Treat guest like individual

Question 8

Respond - maintenance/ service

Answer 8

Smile on approach 
Don't ask the obvious; do the obvious 
Be kind - compliment when appropriate 
Do the unexpected 
Surprise, and delight 
Drop check when guests are ready

Question 9

Thank you - wrap up

Answer 9

Smile 
"I have enjoyed taking care of you" 
Send them off with personalized farewell 
Inform of upcoming events/ specials 
Invite them back

Question 10

What’s in the heart for howdy?

Answer 10

Friendly, energetic, and fun

Question 11

What’s in the heart for engage?

Answer 11

Knowledgable, passionate, care/concern

Question 12

What’s in heart for arrive?

Answer 12

Proud, present, attentive

Question 13

What’s in the heart for respond?

Answer 13

Kind, courteous, respectful

Question 14

What’s in the heart for thank you?

Answer 14

Genuine, memorable, grateful