Page 42 - Cowch eBook - Staff Manual 2019
P. 42
ADDING VALUE
All members of the team consciously identify opportunities that
can add value to the guest’s Cowch experience. Team members
always ensure they have sufficient product knowledge to highlight
suggestions to their guests increasing guest satisfaction and sales.
Team members will confidently highlight opportunities where the
guest’s enjoyment of their dining experience may be enhanced.
In the same way that a team member may offer a guest to move by
the fire if they mention they are cold, we should similarly offer items
from the menu that will enhance the guest’s experience.
Hospitality is a sales business and all team members are integral sales
and marketing representatives. Staff will understand that they directly
affect the financial success of a business when they add value to the
guest’s dining experience. By knowing Cowch products and menu
items, staff can interact and engage the guest, personalising the
service and directly increasing the average spend.
Use suggestive selling techniques.
Remember, you know the product
better than the guest. You may be
surprised how many people will be
thankful for your suggestions and
take you up on your offer!
Increasing the
average spend by just
$2 per person
can
increase revenue
by over
$200,000
per year!
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