Page 15 - UP Essentials for Managers FG 092017_Neat

SERVICE VS. HOSPITALITY >>

• Explain that Service is what we provide, Hospitality is the feeling we create; ‘warm, friendly,
generous’

ASK
 How do we create hospitality?

o We use names: our Guests, our Team, our Managers
o Review Standard: Operation Yes Campaign

o We ensure the Guest always has access to a member of our team (including on
the phone)

o Keep your eyes on the Guest (never turn your back to the Guest while you’re
working)

• Review the Standard: Hospitality & Service
o Each of us must deliver on these standards to build the best Hospitality UP
environment
o Describe the importance of good eye contact, smiling, and tone of voice

ASK

 Why do you think that Urban Plates has created these standards?

FIRST TIME GUESTS >>

• Explain the importance of providing heightened attention to our First Time Guests

o Our restaurant can be a bit confusing, overwhelming. We want to help our
Guest through the process

o A Guest's first experience will set the tone for all future visits

CONTINUED >>

FACILITATOR GUIDE 15