Page 36 - Cowch eBook - Staff Manual 2019
P. 36
Greeting the guest
All guests of Cowch will be greeted in a prompt, friendly and timely
manner. Guests will be always be approached in a genuine, warm and
welcoming fashion.
In the hospitality industry, one cannot over emphasise the adage
relating to ‘first impressions’. Guests expect immediate, warm and
friendly attention as soon as they arrive.
You should always make eye contact with guests and greet them as
soon as they enter the venue, whether they are reading the menu
board, walking into the venue or waiting to be seated.
Always keep a close eye on the entrance. Not only during service
hours but also outside of service hours: first thing in the morning or
late at night.
Guests are always the number one priority and you must always pay
them immediate attention.
If you are polishing glasses or cutlery, or working behind the counter,
always position yourself so that you can see the entrance and
immediately stop what you are doing to greet the guest.
Immediately halt any conversation with team mates to be attentive
and greet a guest. Your team mates will understand that the guest is
the priority.
If you are unable to verbally greet a guest (eg. if you are on the phone
or with another customer) acknowledge them with a smile and a nod
that indicates, “I can see you. You are important and I will be with
you as soon as I can”. All of which can be conveyed in your facial
expression and body language.
If the guest is perusing the menu board, a simple, friendly greeting
with no pressure or expectation should be applied. Ask an open
question specific to your store but not necessarily connected with
Cowch. For example, “How are you today? Have you been doing some
shopping?” Or you could ask, “What have you been up to tonight?
Have you been to dinner?”
Suppliers, delivery persons and product reps are all our guests and
should be afforded the same attention and respect as our paying
customers. If they love us… they will spread the word!
Build a rapport with your guests from the very start - you may be the
reason they keep coming back.
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