Service with HEART Flashcards
1
Q
H
A
Howdy
2
Q
E
A
Engage
3
Q
A
A
Arrive
4
Q
R
A
Respond
5
Q
T
A
Thank you
6
Q
- Friendly, Energetic, & Fun
- 15-45 secs
- Mark w/ bev naps, smile, eye contact
- Tell Story/Recognize FTG
- Peanuts, Silverware, Breadplates, Fresh baked bread
- Suggest 2 specific Drinks & Apps, Ring in Drinks & Apps
A
Howdy
7
Q
- Knowledgeable, Passionate, Care & Concern
- Drinks 2-3 mins
- Suggestively sell menu tour guide
- Drink Name on Delivery
- Take Order, Repeat, Describe steak temps, use pivot points
- Ring in order double check screen
A
Engage
8
Q
- Proud, Present, Attentive
- Apps 6-8 mins/ Salads 5 mins/ Entrees 12-15 mins
- Refill Drinks 1/2 full, refill fresh baked bread
- Prebus app plates, Identify & deliver in seat order
- 2min/2bite checkback, read your guests, be courteous
- Confirm steak temps, prebus, auto refill drinks
A
Arrive
9
Q
- Kind, Courteous, & Respectful
- 13 mins
- Anticipate guests needs/prebus
- “My pleasure”, “Absolutely”, “Right away”
- Ask for refills, read guests
- Drop Boxes, Be check ready
A
Respond
10
Q
- Genuine, Memorable, & Grateful
- 5 mins, Drop check-Don’t rush, get change quickly
- Show appreciation
- Heartfelt thank you/personalized farewell
- Did you make their day? Welcome the guests back
A
Thank you
