Page 13 - Marchetti Cafe Manual eBook April 2018

RE-USABLE C OFFEE CUPS

Marchetti is committed to environmental sustainability and supports the use of
re-usable cups for takeaway orders.

When a guest brings their own re-usable cup and orders a take away coff ee,
staff at Marchetti will ask if they would like one or two shots of coff ee.

One shot will be charged as a small coff ee and two shots will be charged as a
large coff ee.

As the size of re-usable cups vary, it is important to assess the size and be pre-
pared to advise the guest on their best option. Eg; “We would probably recom-
mend two shots of coff ee to get the milk ratio right, alternately we can just top it
up with milk if you don’t mind a milky coff ee”.

It is essential that you communicate clearly with the guest in order to avoid any
confusion or unhappy customers.
We NEVER want to disappoint our guests.

LOST PROPERTY

At Marchetti we practice BAMA.
When a guest leaves, we anticipate the guest’s needs and quickly check the
surrounding area to ensure they have not left anything behind. If they have, we
act with urgency to return the item to them before they are even out of sight,
saving them the inconvenience of having to return to collect their belongings.

This makes a connection with the guest and ensures we are being excellent not
just average.
If a guest leaves something behind that we have not spotted in time to return
it to them (and we don’t know who it belongs to) we will ensure it is kept safely
until it is collected.

When a guest accidentally leaves something at Marchetti, the property will be
kept safe until they are able to collect it.

All items are to be labeled with masking tape, detailing the day and time that the
item was left behind.

Small items are to be placed in the fi rst cupboard in the kitchen.

Any large items are to be stored safely at Optiko.

If an item is taken to Optiko, a note detailing the date and time and item descrip-
tion is to be placed in the till.
If you are on shift when a guest asks about lost property check the till for a note

regarding the item and check the cupboard, before checking with the manager.

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