Page 27 - Marchetti Cafe Manual eBook April 2018

MOBILE PHONE POLICY

To ensure a smooth, successful and stress-free service be present and focused.
For this reason, mobile phones are not permitted to be carried on shift. Mobile
phones must remain in your bag, in the staff area, unless you are on a designat-

ed break. Please note: bathroom breaks do not constitute a designated break.

Studies show that even the mere presence of a mobile phone has a “brain drain”
effect that significantly reduces people’s attention spans.

Researchers at the University of Texas discovered that people are worse at

conducting tasks and remembering information if they have a smartphone within
reach. In two experiments they found phones sitting on a desk, or even in a
pocket or handbag, significantly reduced focus, attention and the concentration
of the users.

HEADS UP

HEADS UP is a phrase used to alert team members that a guest needs to be
greeted, acknowledged or helped. A guest may be standing at the door, looking
for assistance or entering the venue. When ‘Heads Up’ is called by any team
member, all available staff must immediately turn their attention to the door or to
the guest seeking assistance.

All available staff members must immediately respond to the call of ‘Heads
Up’.

Any team member may alert other members of the team by calling ‘Heads Up’
when they see a guest requiring attention or acknowledgment.

Guests at Marchetti are the highest priority. Make them feel welcome and happy
they have chosen to visit us.

Always greet the guest confidently, with a genuine smile. Even if there is a

designated host on shift NEVER ignore the guest.

During busy services it’s easy to forget to look up and look out, and look for
opportunities to acknowledge and assist the guest. When walking through the
venue observe each guest as you pass to ensure they are happy. Whatever
you are doing, regularly glance up and around, to ensure your guests feel
acknowledged and important.

You may be the very reason they return!

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