Page 16 - Cowch eBook - Staff Manual 2019

bama

the four
The 4 pillars

of hospitality
pillars

excellence

of hospitality

Excellence

Be EXCELLENT not average

Go above and beyond the expectations of your guests. No one
remembers average, they remember excellent.

Even when it’s busy, never compromise on excellence. Ensure
consistency in the product you are delivering and if it’s not the very
best it can be, remake it!
Actively seek out opportunities to deliver remarkable service. Offer a

newspaper to a guest dining alone or offer to take a photo for a group
having a great time.
Being genuinely welcoming and accommodating, demonstrating
excellence in your product knowledge, and showing genuine care is
what makes for an exceptional experience.

Act with URGENCY

In hospitality, we need to do everything with a sense of urgency.
Whether we are greeting or acknowledging a guest, running desserts
to guests, or clearing and resetting tables.

Hospitality is an industry where time is of the essence and of the
utmost importance.

Be alert, be present and keep your eyes up: it will ensure you are one
step ahead rather than running to catch up.

16 | PAGE