Fish City Grill, Руководство для сотрудников команды

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Fish City Grill Licensing, LP
Craveable Service Standards
Craveable Service
\
Craveable Food
\
Craveable Atmosphere
An Awesome Place To Be
The last thing we want is to turn you into robots that happen to serve food. However, we still need standards of
service so every customer receives consistent, craveable service and realizes that Fish City Grill is an awesome place
to be.
Saying Hello – Greeting Your Custome
r
 0-60 seconds - make it a happy and genuine greeting
 When you approach the customer please greet them eye contact and a smile. Introduce yourself. As you
set bev naps down, you may suggest a drink, such as our flavored tea or our great Margaritas. Bring their
attention to the chalkboard and mention your recommendations.
Do they want to order Oyster
Nachos?
 Explain our menu to first timers. Point out your favorites.
Thirsty?
–
Beverage delivery
 Within 2 minutes deliver drinks
 Bring appetizer plates if needed
 Take appetizer order (if not done)
 Describe the chalkboard specials – make them sound craveable
 Offer to take entrée order and ring in ASAP
Delivering the Appetizer
 5 minutes
 Refill beverages
 Take entrée order (if not done) & in ring ASAP, then
*check back*

Pre bus appetizer plates (should be cleared before entrée arrives)
Delivering the Entree

8 minutes (Lunch) / 10-12 minutes (Dinner)
 Pre-bus appetizer plates if not done already
*Check back* within 2 minutes or 2 bites
Pre-­‐Bus
 As needed – never having dirty plates on the table is good manners
 Clear everything except glassware
 Offer dessert – make it sound tempting!
Yummy! Dessert delivery
 2 minutes coffee / 5 minutes dessert
 Complete pre-bussing
 Refill beverages, then *check back*
Present the Check (always include a comment card and a pen)
 Immediate (no dessert) / 5 minutes (with dessert)

Let customer know you will be taking care of it
 Refill beverages
Return Change / Charge
 2 minutes
 Sincerely thank customer (by name if given a credit card) for coming and invite back. Leave the comment
card and pen on the table for customer to fill out.
What are you doing today to WOW your customers?
*** Active Listening ***
Did you overhear a customer
ask another diner, “I wonder
what the Roasted Jalapeno
Soup tastes like?” Or, “I’ve
never tried a Pinot Grigio.”
Bring them a sample to taste.
Don’t ask, just bring!
Now that’s craveable!!!!
*** Check Backs ***
Check backs should follow
2 minutes after any food
is delivered to the table.
The only check back that
has to be verbal is the
one following the entrée
delivery. Does everything
taste great?
Look at the table, need
anything? Enjoying
entrees? Refill beverages.
and pre-bus.