Page 26 - Marchetti Cafe Manual eBook April 2018

USING THE GUEST’ S NAME

Take away orders

When a guest places a takeaway order, staff of Marchetti will always get their first
name to identify when the order is ready.

In hospitality, one of the most valuable instruments for increasing revenue is
making a connection with the guest. Obtaining a first name from the customer
when completing a take away order allows you to identify regulars and greet
them by name when they return. Make sure you utilise this opportunity to make a
great connection with your guests!

When a customer orders takeaway items, politely ask for their first name.

“Can I pop your name on the order please?” or “Could I please get a name for
the order?” Do not be embarrassed to ask a second (or third!) time if you havent
heard them correctly, or if you need to ask for the correct spelling.

“Was that Geoff? Do you spell it with a G or J?” or “That’s an interesting name,
could you spell that for me?”

It doesn’t make you look dumb if you ask how to spell their name. It makes you
look like you care.

Free-text the guest’s name on the order on the POS (making sure the spelling is
accurate).

If two takeaway customers have the same name, you can use the initial of their
surname to differentiate between the two.

When the order is ready, the guest’s name will be called out... with a genuine
smile!

ADDRESSING THE GUEST

Guests will be addressed in a professional and positive manner at all times.

Guests will be referred to as sir or ma’am or by their name if you know it.

Guests should never be addressed in an overly familiar manner.

Never use mate, love, darl, sweetie or guys.

When a guest thanks you, use a positive response. Say, “you are welcome”
or “it’s my pleasure”. Never say “no problem” or “no worries” which are ALL
negative words and indicate that perhaps it COULD be a problem at another
time.

26 | PAGE