Page 3 - Marchetti Cafe Manual eBook April 2018

TABLE OF C ONTENTS

How to use this manual 4
The Marchetti Story 5

The House of Marchetti 6

General Team Policies 7

BAMA: The four pillars of hospitality excellence 8-9

What is Aperitivo? 10

Know your menu 11

Coffee expectations are high 12
Re-usable coffee cups 13

Lost Property 13

Venue presentation & Table settings 14-17

Counter top display & Display fridge 18-19

Back bar & Fridges & Water station 20

Personal presentation & Uniforms 21-22

Your roster responsibilities & Smoking policy 23
Calling in sick or late 24

Answering the phone & Reservations 25

Using the guest’s name & Addressing the guest 26

Mobile phone policy 27

Heads up 27

What’s happening on shift & Example shift plan 28-29

Sequence of service 30-35
General rules of service 36

Greeting the guest & Farewelling the guest 37-38

Adding value & Up-selling 39

Water service & Bottled beer service 40

Champagne & Wine service 41-43

Handling glassware & Caring for glassware 43-44

Handling guest feedback & Complaints: LEARN 45-46
Hot & cold service periods 47

Social media policy 48

POS training 49

Hospitality etiquette 50