Sequence of Service

THE PRINCE
SEQUENCE OF SERVICE


WELCOMING THE GUEST
First impressions last. When greeting a guest always smile and make them feel
welcome. Ensuring that the customer feels welcome and also acknowledge is absolutely essential to giving the customer a good experience

1. The host will welcome guests in busy times. If a host is not allocated, all FOH staff are to complete the “Welcome” process.
2. All staff – Use eye contact, smile & greet guests as they arrive. If you are busy, let them know a host will be with them shortly.
3. Host - Welcome guests and ask them kindly to sign into the Contact Tracing QR code at the host desk.
4. Use the iPad to register the guests a table

a) Bookings - Mark as “Seated”
b) Walk-ins - Allocate the guests a table

Introduce the guests to their server -

“This is Sara/Darren/Imogen/Boo, they are going to be looking after you tonight”

FLOOR STAFF

We really want to re-think the roll of the floor staff as more than just someone who cleans tables and takes empty glasses. You are the core member that links all parts of the service together. From making sure that the host has welcomed the group – to sit them down and inform them how the prince operates, to informing them about specials to making sure that their order has made it properly to the kitchen then to the bar. Each step needs to be checked and monitored to ensure there’s no issues in the service. The key to fulfilling your role is to view the process as opportunities to develop a relationship with the customer so as you can use that relationship to recommend sales and items.

1. Ask guests if they have dined with us before
If they haven’t, explain:
a. There are printed menus in the cutlery caddy
b. Introduce them to the Mr Yum ordering system, suggest they order from this (consult Mr Yum SOP for reference)
c. If they prefer counter service, where the bistro till is to order food and which bars are open to order drinks
d. Take this time as you show them how to use Mr Yum to start a relationship with the customer. Discuss any specials available from the kitchen or bar, let them know what your favourite dish is – customers love to hear your suggestion. It is your responsibility as floor staff to know what specials the kitchen is serving. Details are important and help encourage the customer to buy kitchen specials. If we are out of dishes, apologise to the customer and explain certain dishes are unavailable. If any changes have been made to certain dishes, let the customer know. This will ensure the customer is happy with their choice before placing the order. Never assume customers won’t mind about the small details - they will
e. Use your knowledge on the menu to encourage customers to purchase certain items. This can be objective or subjective knowledge

Conversation starters and helpful upsells and recommendations might look like the following:

“We’ve just put a new cut of steak on as part of our new menu. Its Grass-fed and partially dry aged. Local too! Just down the road at Habbie’s Howe farm in the Strathbogie ranges”

“Cheeseburger spring rolls are my favourite starter. They are that good its ridiculous. Trust me you haven’t had anything like it, easily one of our most popular dishes”

“Have you heard about our new Punisher Parma? 750g Parma with Chips, Bacon, eggs and Onion rings! – (indicate to a solid young teenager perhaps) have you got what it takes? I reckon you could handle it”

Customers love a mix of information and your opinion on something – its likely that your passion/knowledge for something is contagious! Pass on the love to customer.

f. Giving all the above information on seating is important as it ensures that the guest feels as if they have been looked after and have no confusion about the process or feel undervalued. Look at this process as your opportunity to develop the relationship with your customer.

2. . It’s important that you follow up with the customers after the initial welcome and take the time to help them out if they need any help

“Hows everything going? Yeah it’s a bit strange the first time but trust me its going to make your life that much better – let me show you.

It’s important to not push to hard on the QR code and alienate the customer. If there is any resistance take them to the till to order.

3. Make sure you focus keeping our guests happy by being attentive to their needs.
4. Check in with tables regularly to see if they need anything or if they are having any trouble with deciding menu items or with the Mr Yum ordering portal.
5. Communicate key details to other staff throughout the night communicate details about your table to the other staff. Information like: Missing items, extra wait times, letting them know that mains have been called, that ‘checkbacks’ have been made.
6. Always tell other staff if you have to leave the floor for any reason. If you are alone on the floor, please ask the bar staff to help you if needed.
7. Make sure you are tracking your table and always communicate with the customer to check on them

“how is your food?” “has everything come to the table?” “are there any issues?” “do you need anything else?” your responsibility for the table doesn’t end once the food has arrived.

Also take the table clearing opportunities to upsell another beer or glass of wine.

“Have you tried the Shearasun middy? Really similar to a Northern or XXXX but made locally, let me know what you think – the owner of the brewery is a friend of ours”

if the conversation progresses about the craft beer…

“We also have a sample paddle where you can try all the shearsun beers. Really great value we are actually running a special on it if you are interested”

“what did you think of the glass of wine? (Answer) If you liked that you might be interested in this new drop we have just put on – just made down the road at Tabilk – its an absolute steal for the price point aswell – I can give you a test first if you’d like?”

8. Make sure you make regular “checkbacks” with the pass for updates on the food.
9. Calling away mains once the table is ready. Ensure the message is passed.
10. Clearing tables. Always take away empty glasses and plates.
11. When clearing tables always ask the guest if they are finished before removing their plate. Stack the plates quickly and quietly.
12. Once a table is cleared of plates. Always make an offer to see if they want deserts. If the guests don’t wish to eat dessert, offer coffee, tea, digestives, another round of drinks:

“Have you seen our new Nutella waffle stack? Its absolutely to die for – im telling you, you still have room for dessert, trust me”

How about something to finish everything off, we have this great local tawny port? Maybe scotch or something like that?

“Are the kids interested in anything? (talk to the kids) How about icecream??” (If you get the kids interested and hyped about ice cream the parents are hardly going to say no)

13. Once the table has been cleared and empty, make sure they caddy is refilled with cutlery/Napkins ready for the next table.

WORKING THE PASS
On busy weekend nights it’s important that 1 person is designated on the pass to ensure practical and efficient service. However, all pass sequences apply to all floor staff during the week when it is needed to all keep an eye on the pass.

1. If you have an issue with a table. Missing items delay etc. etc. let the pass staff know. If you are working the pass, ensure all information is passed to the kitchen.
2. It’s important not to get in the way of the designated pass individual on weekend nights. Moving around dockets without communication is a big issue and could potentially disrupt the service.
3. Dockets are lined up in order left to right in order of service. Make sure you communicate with the kitchen to update order.
4. When a table is ready, make sure the entire course for the table is ready to go before taking food. Do not take individual items.
5. Mark off items that have gone on the docket.
6. Follow up with the kitchen about the status of missing items
7. Write mains called if mains called.
8. When taking the food, speak clearly and directly when taking food to the table to ensure that customers here and can match their order.
9. Write deserts called if deserts called.
10. When working on the pass it’s important that if a customer grabs your attention while on the floor that you still give them time and attention even if you are very busy. Its your responsibility as the designated pass staff to ensure all food is out and they have received everything they have ordered. Take those opportunities to further develop the relationship skills outlined above. Every interaction is an opportunity to suggest, sell, develop a relationship
11. Make sure the pass is kept clean and organised



TILL STAFF

The till role of course has the most exposure to selling and taking orders. However, it can be quite a limited relationship with the customer. It’s likely that the customer will have already made their mind up about something and/or they are outing in the order for the rest of the table. Therefore, we want to strategies about upselling techniques at the till. It’s pointless to make suggestions for certain items at the point of ordering – let’s be honest its also really weird to be making suggestions at that stage of the customers night. Instead we want to look at upgrades, or extras on top of what they have already ordered.

1. Always welcome and smile when the customer approaches the till. Hello, how are you? What can I get for you?
2. Take their order while taking the time to make sure all the questions about sides and sauces are asked for the different dishes.
3. Look for opportunities to upgrade the customer to something on top of their meals. Steaks are a great example. We have added Prawns, Bacon and egg onto the menu as extras.


“Would you like to make that Steak a Surf and Turf?” Or “Can I upgrade you to the Aussie steak deal? Add some bacon, egg and BBQ sauce?”

4. Look to upgrade people by asking if they would like extra protein with their meals. Salads are great example of this but not always as they might actually be vegetarian. It doesn’t hurt to ask. An extra piece of fish or a second Pattie in their burger are other great examples.
“Where you interested in some chicken or lamb in with the salad?”

“Would you like an extra piece of fish with that meal?

“How about a double stack burger? I can add an extra pattie for you if you’d like”

5. Remember to always ask if the customer would like anymore sides. It sounds generic and Mcdonalsy but its essential for upselling and increasing the average customer spend.

“Would you like to add an extra bowl of fries with that?”

“We have just added a few new side options onto the new menu! Ive been loving the corn ribs lately, would you like to try them?”

6. Always repeat back your order to make sure you haven’t missed anything and that the customer is happy with their order
7. Offer deserts to them at this point. Often the customer might not be thinking of deserts now and a quick question might remind them and they’ll add it to the order. They might not be inclined to add it latter

“Would you like to order some dessert too? It wont come out all together we can hold onto the dessert for you until you are ready”

8. Assist the customer with payment and answer any queries they may have with the price. Make sure you don’t adopt and accusatory or smug attitude when explaining a price confirmation. It will end the experience on a bad note. Sometimes that’s all customers remember.



BAR STAFF

Greeting customers in the public bar is essential. Everyone should feel welcome as soon as they enter. If you know them from the area or as a regular make the effort to use their first name. It’s a small detail but it goes a long way to retaining regular customer base and also increasing it.

1. Always give customers a hello on arrival.
2. Make sure that everyone is acknowledged when waiting to order. Even when you are very busy and there’s a long line. A simple acknowledgment that you’ve made a note of where they are in the line will go a long way
3. Ensure that the drink is always of high standard when making mixed drinks and cocktails.
4. Make suggestions! Some guests may feel intimidated by the list of choices, so it is up to you to help guide them. Asking what varieties of wine and beer they enjoy will help narrow the choices. Also take in to account the food they have ordered and suggest a good pairing.
5. Confidence with alcohol knowledge comes from training. we will try to make training available to you, but it is up to you to implement that training in the bar and sell, sell, sell!