Page 47 - Marchetti Cafe Manual eBook April 2018

HO T + C OLD SERVICE PERIODS

Hot service periods

This is when Marchetti is really pumping: the venue is absolutely full and guests
are waiting for tables. A hot service period can happen suddenly without
warning so it’s important to recognise it when it arrives!

Cold service periods

This is when there are no guests waiting to be seated and there are tables
available. In a cold service period we have plenty of time to spend with our
guests and table turnover is not a high priority.

As a member of the Marchetti team, it is our job to ensure we maximise the
revenue of the venue. We can do this by tweaking our service style when we
recognise we are in a hot or cold service period.

When we are in a hot service period we need to focus on serving guests as
quickly as possible.

We need keep the venue tidy: clearing and resetting tables is a priority.

Because tables are in demand, we would NOT tempt our guests to indulge in
a dessert after their lunch or encourage them to have a second cup of tea or
coffee. We would never DIScourage these things, however we simply would not
use the sales techniques we know encourage these sales. It is more beneficial
for the business to turn the tables over than to have guests stay for a coffee.

In a cold service period when tables are not in demand and we have no guests
waiting to be seated there are many things we can do to increase sales and
deliver remarkable service.

Although Marchetti may not offer table service, in a cold service period there are
many opportunities to increase sales and exceed the guests expectations.

In a cold service period :

• Pour water for your guests at the table.

• Suggest your favourite cake or dessert from the cabinet when you are
clearing your guest’s lunch dishes.

• Offer to deliver drinks to the table for your guests instead of having them wait
at the bar while you prepare them.

• Top up wine at the table.

• Come out from behind the counter to farewell your guests.

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