Page 16 - UP Essentials for Managers FG 092017_Neat
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GUEST QUESTIONS >>
• Review the importance of answering questions
o Guests ask us questions many times during the day – we encourage them to
know more about us
o Questions will cover some information you know – and some you don’t
• Never make up an answer for the Guest
o If you don’t know, explain that you can get a Trainer, Manager or Chef to provide
the information
PHONE ETIQUETTE >>
• Refer to the Answering Phones section and discuss the following points:
o Answer phones promptly and politely
o Importance of words, tone and voice
o Always start out with “good morning (afternoon or evening), this is (name) at
Urban Plates, may I help you?” .
o Before placing Guests on hold always ask, “May I put you on hold for a moment
please?”
HELPING GUESTS IN NEED >>
• Proactively look for Guests who might need special assistance. Watch as people enter and as
they are waiting in line.
• Review the different types of special needs and offer suggestions on ways to accommodate
each:
o Guests requiring allergen information
o Wheel Chairs, Walkers, Crutches
o Guests with service animals
o Guests with children
CONTINUED >>
16 FACILITATOR GUIDE
