Page 28 - Cowch eBook - Staff Manual 2019

SEQUENCE OF SERVICE

This Sequence of Service is the specific order that service is
undertaken at Cowch: from the moment the guest walks through the
doors, to the time the guest departs the premises. This procedure is
created to ensure consistent, efficient, productive and professional
service.

Look delicious: Prepare for service

All staff are to arrive 10 minutes before their rostered start time.
Check the shift plan and (if applicable) attend pre-service briefing.
Ensure you are in FULL uniform and ready for the shift. Clock in for
your shift on time, but never more than a few minutes early.
Always check your section is completely ready for service. For
example:

• Stations fully stocked/ prepped
• Cutlery polished and stocked
• All dessert and topping stations are full and clean

• Till has plenty of change and backup till/ EFTpos receipt rolls
• Tables and chairs are straight, clean, set correctly and not wobbly
Always check your own section thoroughly.

Greet the guest

‘Cowch-ing’ our customers is our number one priority. This means
engaging them at a number of levels, right from the very beginning.
All guests must be acknowledged/ greeted within 20 seconds of
arriving at the venue.
If they are standing outside the venue or seem unsure of whether
they will come in, approach them with a welcoming smile. Ask them
if they have had the Cowch experience before and make them feel
at home. If you recognise the customer, welcome them back.
The initial greeting of the guest sets the tone for the entire brand
experience and is often the first impression of the venue. Guests
should be met with a prompt, friendly and professional greeting.
Greet them as you would a guest in your own home - in a warm,
genuine and friendly manner. Be aware of the entrance way and
always face the entrance when polishing glasses or cutlery- never
turn your back toward the entrance.
After welcoming the guest, ask if they are dining in or would like to
order takeaway and direct them accordingly.

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