Page 29 - Cowch eBook - Staff Manual 2019

Dine in

Seat the guest

If the guest is dining in, confidently suggest to them the best
available table. This means: the best for them and for the venue.
Give them some menus and suggest the best place for them to sit.
Tables outside or at the front of the store have maximum exposure,
and help to make the venue look busy.
It’s best not to give the guest too many options. For example, never
say “Take a seat wherever you like.” You know the venue better than
they do. Be confident and suggest a great spot!

If the guest has not been to Cowch before, talk them through the
process for ordering. “Here are your menus, you might like to take
a seat outside, it’s such a beautiful day! When you’re ready, you can
order at the ‘cownter’.” It’s essential to let the guest know to order
at the ‘cownter’ whenever they are ready, or if they only want drinks,
they can order directly from the bar. Be sure to tell them about any
specials for the day, point out the self-service water station and
explain the Crowd DJ system.

Never seat guests at a dirty table. Always ensure tables are cleared,
wiped and ready before seating the guest.

Take the order: at the ‘cownter’

Working on the till at the ‘cownter’ is one of the most critical roles
at Cowch. When working at the till, confidently greet your guest as
they approach the ‘cownter’.
Repeat the order back to them as you type it in- this will eliminate
most mistakes.
Ensure the correct tracker has been placed on the order and if
appropriate, repeat the entire order back to the customer. Ask if the
guests would like to order drinks. Use your suggestive selling skills
See Adding Value and Up-selling Standard & Procedure.
When taking a cash payment, verbalise the amount due, the amount
you receive as you take it from the guest, and the amount you give
back as change. (Do not put bills in the drawer until the transaction
has been finalised, to ensure accuracy). If the customer is paying by
card, verbalise the amount before assisting the guest to complete
the payment.
Once you have finished processing the order and payment, thank
the customer. Hand the tracker to the guest and let them know to
leave it on their table and their order will be delivered to them.

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