Page 8 - Marchetti Cafe Manual eBook April 2018
P. 8
BAMA
The four pillars of
HOSPITALITY EX CELLENCE
BE EXCELLENT NOT AVERAGE
Go above and beyond the expectations of your guests. No one remembers aver-
age, they remember excellent.
Even when it’s busy, never compromise on excellence. Actively seek out oppor-
tunities to deliver remarkable service.
Being genuinely welcoming and accommodating, demonstrating excellence in
your product knowledge, and showing genuine care is what makes for an excep-
tional experience.
ACT WITH URGENCY
In hospitality, we need to do everything with a sense of urgency. Whether we are
greeting or acknowledging a guest, responding to the bell, or setting tables.
Hospitality is an industry where time is of the essence and of the utmost impor-
tance.
Be alert, be present, keep your eyes up: it will ensure you are one step ahead
rather than running to catch up.
It’s impossible to tell when the next rush of customers will be, and it’s often when
we least expect it. Ensure preparations are quick and efficient so you are ready
to BAMA when the time comes!
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