Page 33 - Cowch eBook - Staff Manual 2019
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resolving issues
If your guests have any issues, your first response must always
be genuine concern. Refer to the Handling Guest Complaints
Standard and Procedure.
Inform the supervisor or manager on shift and immediately
resolve the issue.
If a new meal or beverage needs to be prepared, ensure you
inform the guest of how you are rectifying the problem and how
long it will take. Always advise a manager or supervisor of even
small problems - it is important they are kept well informed at all
times.
‘cownter’ service doesn’t mean no service
Although it is counter service at Cowch, we must ensure we are
constantly looking for ways to connect with our guests.
Each of the below touch points presents an opportunity to
connect with your guests:
• Clearing tables
• Taking orders
• Offering water at the table/ topping up water during cold
service periods
• Five bite check
• Offering second drinks at the table (during ‘cold periods’ and
when time permits)
• Farewelling your guests as they leave
Clearing
As Cowch is a casual dining venue, it is perfectly acceptable
to clear a table as each guest finishes their dish. Politely and
professionally remove empty plates and glasses as soon as
possible to allow customers space on their table, and to make it
faster to clear the table when they leave.
Never ever stack plates on the table. Stack in your hands, away
from the guest and only clear what you can carry professionally.
During quieter times (cold periods), staff are encouraged to offer
second coffees, cold drinks etc at the table.
This will not only increase revenue, but will make the customer
feel extra special. And let’s face it... that’s what we are all about at
Cowch!
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