Front of House Till Talk Module Version 1 December 2010
what you will learn … 1. How we greet our customers 2. How we take their order and handy hints to help along the way 3. How we complete their order
you’re the star of the show … Our till points are the most important area of the restaurant as it is our chance to show the customer what we are all about. Friendly and knowledgeable staff as well as our delicious food, is what keeps our customers returning again and again. There are three main steps to working on the tills: 1. Greeting your customer 2. Taking their order 3. Completing their order We’ve laid out a few tips on each of these areas to ensure that your show gets full marks from the critics…
greeting your customer …
start with a smile … •’Greet everyone with a smile’. This the most basic rule of customer service and thankfully the easiest one, a warm friendly smile is contagious. •You want to start your order on the highest note possible, and smiling is the first step. •Happy customers are our goal, plus they are much easier to deal with. •Apologise for any delay, this is especially important as it shows you appreciate their time. Employee Customer Employee Customer = = = = (You get the idea!)
be you … • Be yourself: Be yourself: we want your personalities to shine through and so do the customers, don’t be afraid to enjoy chatting with the customer. • Be personable: Be personable: make sure you make eye-contact and listen to your customers, try not to talk to other members of staff in a customers presence.
the rule of free … If you are free and their are customers waiting at the till point and there is a till free, hop on to the till and serve those customers. We want to make sure that customers do not wait too long and if they see you helping them out they will no doubt appreciate the favour.
taking the order …
know your menu … It is important to not only know ‘what’ products are on the menu, but also have a good knowledge ‘about’ those products. Your knowledge should cover… ALL the items on the m ALL the items on the menu: nu: Mains, sides, extras, desserts, drinks etc. What comes What comes in each in each food item: food item: e.g. what is put on a ‘Classic Beef Burger’ or what salad items are in a ‘House Salad.’ Drinks accompaniments, components and flavours: Drinks accompaniments, components and flavours: • the accompaniments for our chilled drinks e.g. a glass of ice for cider. • the components of our Hot drinks e.g. the difference between a cappuccino and a latte. • the flavours and blends of our wines e.g. Our house white wine is a Chardonnay that is a medium blend. Prices of items Prices of items
continued … Wh Whic ich food h food conta contains i ns ingr gred edients that may tr nts that may trigger allerg allergic or or intolerant reacti intolerant reactions ons: e.g. bread for wheat intolerance, pine nuts in House Salad for nut allergies. Extras and modifications: Extras and modifications: i.e. what extras they can have and what changes can be made to their food. Items out of stock: Items out of stock: Check this with your manager at the beginning of your shift to prevent errors being made.
frequently asked questions … Can I have a sauce from the be Can I have a sauce from the beef men ef menu on a chicken burger? on a chicken burger? Yes! You will need to use the ‘KP Message’ button on the till to clearly type exactly what it is the customer wants e.g. ‘Hot chilli chicken,’ you must then always check the chefs are aware of this. Can I have may burger Can I have may burger without mayonnaise? without mayonnaise? Yes! There are ‘modifications’ buttons on the till so that the customer can personalise their burger, make sure you attach the modification underneath the right burger and check that the chefs are aware of this. Can I have my burger wi Can I have my burger without thout the bun? the bun? Yes! Press the modification button ‘no bun’, attaching it to the correct burger and check the chefs are aware of this. Can I have my burg Can I have my burger co er cooked rare? oked rare? No! To prevent the risk of food poisoning, all our burgers are cooked until the centre of them reaches 75 ˚ c for 2 minutes, explain this politely and say we’ll get it as close to rare as possible, ensure the chefs are aware of this. Can I have a junior deal Can I have a junior deal if I am not a jun if I am not a junior? or? No! The junior deal is for under 12’s only. The customer is welcome to have a junior burger on it’s own though.
continued … What comes on a….(bu What comes on a….(burger rgers, si s, side des, e s, etc)? c)? It is important that you know what each dish contains so that you can answer this question accurately as they may be allergic or not fond of one of our products in the dish they enquire about, it also stops you from looking silly having to ask someone else what is in it. I have an allergy to…… I have an allergy to…… what can’t I h what can’t I have? ve? It is critical that you thoroughly check the ingredients of our products before confirming to a customer that they can have it e.g. a customer who is allergic to ‘nuts’ cannot have our ice-cream or milkshakes as they may contain traces of nuts. Never give allergy information to a customer without checking it is 100% accurate as food poisoning can be life threatening. What would you recommend What would you recommend? Be prepared to give your personal preferences. If they ask you about a dish that you don’t like, try to be tactful with your answer and list the positives about it. Where does your mea Where does your meat come from? come from? Our meat is sourced from local butchers and is a 100% primed beef.
upselling … Upselling simply refers to encouraging the customer to purchase items they did not state in their order, this can be as simple as: •Side Sides: Ask the customer if they want chips on their order. 9 in 10 customers want chips on their order however a surprisingly high amount will forget to order them, they will appreciate the reminder and you get an extra sale. •Di Dips ps: : Always check to see if the customer wants any dips to go with their sides, especially if they order a burger that has one of our dip sauces on it e.g. if they order a ‘Sweet chilli chicken’ offer them the ‘Sweet chilli’ dip to go with their sides. •Extras Extras: Check to see if the customer wants any extras on their burger. •Upgrades Upgrades: Offer upgrades of their order e.g. if they order a ‘Mixed leaf side salad’ tell them about our ‘House salad’ e.g. “You can have a bigger salad, with peppers, tomatoes, onions and nuts for just £2.50 extra.” •Tabl Table s e serv rvice: Let them know that our waiters on the floor will also get them any extra drinks or food they need bought to their table.
extras … • Bar Tabs: Bar Tabs: We are happy to do these. • Large Parties: Large Parties: Try and give big parties table service, they will appreciate not having to queue and it makes it easier for the rest of the team! Otherwise, let your big party know just ‘one’ table number for them to all use at the till point. • Ov Overcome err ercome errors rs: : Notify a manager if incorrect transactions go through, apologise and be honest with the customer and let them know it will be sorted promptly. • Resolve custom Resolve customer complaints: er complaints: When a customer has a complaint, listen attentively and make eye contact. Even if the customer is heated and rude, stay calm and friendly. Apologise sincerely for the inconvenience, and explain what you will do to resolve the issue. If you are unsure how to handle the complaint, inform them that manager will be right with them, and immediately notify a manager.
completing the order …
confirm the order … Always read back your customers order: Always read back your customers order: Reading back the order to the customer is the best way to stop problems before they start. It only takes a moment, and cuts back on guest complaints. Be sure you're not talking so fast that they can't understand you, though, or it defeats the purpose.
drinks … . You should try to make drinks as you are taking payment. Also, Check Check th their eir preferen preferences ces: •For chilled drinks ask them if they want a glass or the bottle with a straw. •Check to see if they want ice and lime. Hot drinks and milkshakes during busy periods: Hot drinks and milkshakes during busy periods: •If it is too busy too make these drinks yourself, make sure that another member of your team knows about them and makes them. You will need to print off 2 FOH checks, one of these will go to the drinks counter so that they can see what they need to make and where the drink is going. •Let your customer know the drinks will be over shortly, if there is a bit of a wait let them know this. Be helpful: Be helpful: • If you have a customer you feel may struggle to carry their drinks, take the tray for them or if time does not allow, find a staff member who can do this.
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