Page 30 - Cowch eBook - Staff Manual 2019

Dietary requirements

Guests may have specific dietary requirements due to allergies,
health conditions, cultural or religious reasons. Failure to meet these
requests could result in insult, offense, disrespect for personal beliefs
or even cause illness or death. It is essential that any dietary requests
are received in a helpful and proactive manner. All special requests
must be confirmed before committing to the guest. Orders will
then be processed through the POS with a verbal reminder to the
production person.

UPSELL & add value

Always look to add value to the guest’s experience. This may be
as simple as helping them take a photo or offering them an extra
topping or chocolate shot.
We always aim to please our guests, this is what makes them
recommend us to their friends and keeps them coming back!
There are many opportunities to add value to the guest’s dining
experience, especially when working at the till. Good words to use
when up-selling are “perhaps” or “maybe.”
We never want to ‘hard sell’ or pressure our guests and these words
are a subtle and suggestive way of adding value to your guest’s
dining experience.
See Adding Value and Up-selling Standard & Procedure.

Ensure speed of service

Adjusting your speed of service is vital at Cowch, especially when
the venue is busy. Knowing how to manage the queue will make all
of the difference.
During ‘cold periods’ you will have more time to suggestive sell, offer
samples and engage with the customer.
When we are busy and in a ‘hot period’, you must process orders
quickly, efficiently and accurately, while maintaining a calm and
friendly approach. Be aware of the food preparation section as if
orders are placed too quickly, dockets may build up and customers
may have to wait too long for their food to come out.
It is a balancing act!
Correctly managing our customers’ expectations is critical and will
make all the difference between an incredibly enjoyable experience
or a downright disappointing experience.

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