Page 50 - Cowch eBook - Staff Manual 2019

Hot + cold service periods

HOT SERVICE PERIOD

This is when Cowch is really pumping: the venue is absolutely full and
guests are waiting to be seated. Typically this would occur on Friday
night, Saturday nights and Sundays during the day. But a HOT PERIOD
can happen suddenly without warning... so it’s important to recognise
it when it arrives!

COLD SERVICE PERIOD

This is when there are no guests waiting to be seated, and there are
plenty of tables available. In a COLD PERIOD we have plenty of time to
spend with our guests and table turnover is not a high priority.

As a member of the Cowch team, it is our job to ensure we provide
exceptional service and maximise the revenue of the venue. We can do
this by tweaking our service style when we recognise we are in a HOT
or COLD service period.

When we are in a HOT service period we need to process the line at
the ‘cownter’ quickly and turn tables over quickly. We need to move
the queue in a speedy and efficient way whilst ensuring orders do not
come in faster than we can manage.

In a COLD service period when no one is waiting to be seated, we have
plenty of time to spend with our guests. This allows us to initiate sales
using up selling techniques; we encourage further drinks and second
coffees. You will actively offer second coffees or a second round of
drinks at the table during quieter times.

In a HOT service period we don’t offer second coffees as it is more
profitable to turn the table over than to have people sit over an extra
coffee.

During HOT service periods every guest must still be offered extra
shots and toppings as these items will not prolong the
time spent at the table.

During a HOT period we ask closed questions that
require a yes or no answer, or can be answered
as fast as possible by a customer.

Sometimes in extremely busy periods, the
orders need to be slowed down so the food
preparation team can keep up with demand. In
this case we can take our time with each guest,
ensure they have all the options and sales are
maximised.

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