Page 38 - Marchetti Cafe Manual eBook April 2018
P. 38
F AREWELLING THE GUEST
Every guest of Marchetti is farewelled in a genuinely grateful and warm manner
upon their departure.
Final impressions are often what keep us in the hearts and minds of our guests.
A genuine, heartfelt farewell is one of the easiest and most impactful steps to
ensuring guest satisfaction. It is the responsibility of all staff to ensure our guests
are farewelled in a warm and friendly manner. All staff should make every eff ort
to say goodbye to their guests, sincerely thanking them, and wishing them well.
For example, “Thank you, enjoy the rest of your day.” or “We hope to see you
next time.”
This applies to all team members. It is far better that a guest has four people say
goodbye to them on their way out, than for a guest to leave without a single staff
member making the eff ort to wish them well.
It is the height of rudeness to see a guest leave the premises and not say
goodbye. It is a strict policy of Marchetti that all guests are farewelled.
A recent Penn State University study confi rmed that when we
smile, we not only appear more likeable and courteous,
but we are also perceived as more competent!
38 | PAGE
