Page 37 - Marchetti Cafe Manual eBook April 2018

GREETING THE GUEST

Guests of Marchetti are greeted in a prompt and friendly manner. They are
acknowledged in a genuinely warm and friendly fashion, as if we are welcoming
them into our own home.

• In the hospitality industry, we cannot over-emphasise the importance of
creating a positive ‘fi rst impression’. The initial contact with a guest may be
via phone or email, or it may be as the guest enters the venue for the very
fi rst time. Either way, the fi rst impression sets the atmosphere for the entire

experience and their lasting memories.
• Guests expect immediate, warm and friendly attention as soon as they arrive.
This is the responsibility of EVERY staff member.

• Always greet guests as soon as they enter the venue. Greet them confi dently
as soon as they enter by saying, “welcome to Marchetti!”. Don’t wait for them

to stand in front of you at the counter for you to acknowledge them.
• Make the guest feel like their arrival is the most wonderful and highly
anticipated thing that has happened all day.

• Keep a close eye on the entrance at all times. Greeting guests is not limited
to service hours but is also important outside of service hours whether it is

fi rst thing in the morning or late at night. Never miss an opportunity to make
a connection! Guests are ALWAYS the top priority. Immediately halt any
conversation with team mates to be attentive to a guest – your team mates
will understand that the guest is the priority.

• If you are working behind the bar, setting tables or polishing cutlery, always
position yourself so that you can see people entering. Immediately stop what
you are doing to greet the guest.

• If you are unable to verbally greet a guest (eg. if you are on the phone or with
another customer) acknowledge them with a smile and a nod that indicates, “I
can see you, you are important and I will be with you as soon as I can.” All of
this can be conveyed in your facial expression and body language.

• Suppliers and delivery persons are also our guests and should be aff orded
the same attention and respect as our paying customers. If they love us, they
will spread the word!

• Build a rapport with your guests from the very start. Your relationship with the
guest may be the reason they return to Marchetti time and time again.

The guest is not an interruption to our work.

They are the purpose of it.