Page 31 - Marchetti Cafe Manual eBook April 2018

This includes guests looking at menus on the tables in the arcade dining area. Do
not wait until they are standing at the counter to greet them. If you cannot get out
from behind the counter or coffee machine, a minimum of a wave, a nod or a smile of
acknowledgment is essential. Never ignore a customer, even if you are busy!
The initial greeting of the guest sets the tone for their entire experience and is often
the first impression of the venue. Greet guests as you would a visitor to your own
home - in a warm, genuine and friendly manner. Address the customer in a friendly but
not ‘over familiar’ way. Refer to Addressing the Guest Standard & Procedure. Advise
the guest that it is counter service and menus are on the table. Perhaps suggest where
they might like to sit: you may like to point out the best table available at the time.
To ensure a guest does not sit at a dirty table, all tables must be cleared and reset as
quickly as possible. Refer to Greeting the Guest Standard & Procedure.

Take food & drink orders

Guests will order and pay at the counter. When working at the till, confidently greet
your guest as they approach the counter. Ask the guest if they will be dining in or
ordering something to take away. Repeat the order back to them as you type it into the
POS - this will eliminate most mistakes.

Up-sell & add value

Always look to add value to the guest’s experience.
When processing a takeaway coffee order, always ask, “Would you like regular or large
size?” and indicate to the coffee cups on display. Never just ask, “What size?”

Ask the customer if they would like a cold beverage or sparkling water to accompany
their order, indicating where the cold drinks are on display.
Offer sides with their breakfast- crispy pancetta is a great addition to most Marchetti
breakfasts! It is essential to know and understand the menu in order to offer the guest
the best possible experience.
During quieter times, staff are encouraged to offer second coffees to guests dining
in the cafe. This will not only increase revenue but will make the customer feel extra
special as they are getting a service not usually offered. Refer to Adding Value
Standard & Procedure.

Dietary requirements

Guests may have specific dietary requirements due to allergies, health conditions,
cultural or religious reasons. Failure to meet these requests could result in insult,
offense, disrespect for personal beliefs or even causing illness or death. It is critical that
any dietary requests are processed through the POS in addition to being personally
clarified with the chef. All special requests must be confirmed with the chef before
committing to the guest.

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