Page 34 - Marchetti Cafe Manual eBook April 2018
P. 34
Check the table - DINE IN
When you deliver anything to the table, check it! Do they have everything they
ordered? Does everyone have the appropriate cutlery or share plates for their meal?
Are there any dirty glasses, plates, cutlery to remove? Do not leave the table empty
handed.
Remember: Full hands in, full hands out.
Do they need another round of coffees? Even if it is counter service, if you have time,
you can go above and beyond the expectations of the guest and take an order at the
table.
Five bite check - DINE IN
A staff member must return to the table after a few minutes of the meals being
delivered (approximately 5 bites) to check the guests are enjoying their food. For
example: “How is everything going here?” The customer will know within a few bites
if the dish isn’t what they ordered or if there is an issue with the food. The best time to
fix these issues is NOW!
Resolving issues
If there are any issues with food, or drinks or service, ensure your first response is
ALWAYS concern. Refer to Handling Guest Complaints Standard & Procedure.
See the manager on shift to immediately to resolve the issue.
If a new meal or beverage needs to be prepared, ensure you inform the guest of how
we are rectifying the problem and how long it will take. Always advise a manager or
supervisor of even small problems - it is important they are kept well informed at all
times.
Counter service doesn’t mean no service!
Although guests at Marchetti order food and beverages at the counter, we must
ensure we are constantly looking for ways to connect with our guests.
Ensure you connect through each of the below touch points:
Clearing tables
Taking orders
Offering water at the table/ topping up water at the table during cold service periods
Five bite check
Offering second drinks at the table (when time permits)
Farewelling your guests as they leave
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