Page 39 - Marchetti Cafe Manual eBook April 2018

ADDING V AL UE + UP-SELLING

All members of the Marchetti team will consciously identify opportunities to add
value to the guest’s dining experience. Team members will ensure they have
sufficient product knowledge to highlight opportunities to their guests, ensuring
maximum guest satisfaction and increased sales.

Team members will confidently highlight opportunities where the guest’s
experience may be enhanced. In the same way that a team member may offer
a guest to move to a warmer location if they are cold, we should similarly offer
items from the menu that will make guest’s experience even more memorable
and enjoyable.

Hospitality is a sales business and all team members are integral sales and
marketing representatives of the venue. Staff will understand that they directly
affect the financial success of the venue.

Confidence is key to being effective. It is important to read the guest and
suggest appropriate items. For example, women may like to start with Prosecco
or cocktails and men may like a glass of wine or a Negroni. Yes - we are

generalising, however reading your guests gives you the ability to offer them
exactly what they want, before they even realise they want it! It is this hospitality
skill that can make your service remarkable and the guest’s experience
memorable.

Ways to add value and increase your average spend

• During ‘cold periods’ (quiet times) always offer a second coffee to guests
dining in the venue. Although table service is not usually offered, this is a
great way to increase sales and up-serve your guests. Potential sale: +$4p/p

• Always offer a cold drink with all orders placed. “Would you like any cold
drinks today?”. Gesture to where the cold drinks are displayed to tempt guests
with the interesting selection! Potential sale: +$4p/p

• When guests order coffee ask if they would like regular or large. Potential
sale: +$1.50p/p
• When a guest orders a take away coffee in the morning ask if you can tempt
them with an Italian pastry for their morning tea back at the office! Potential

sale: +$6p/p
• When guests order food, always offer a bottle of sparkling water for the table.
Potential sale: +$3p/p

• Clear tables quickly and efficiently. Studies show that an empty glass in
front of a guest, may delay their trip to the bar for a refill because on a
subconscious level the need to have a drink in front of them is negated by the
empty glass. Potential sale: +$5p/p

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