Page 28 - EmpHandbook

HOSPITALITY SERVICES

• Help keep servery and/or eatery tidy and organized.
• If you are called to mop up a spill, do so immediately
and always post a
‘WET-FLOOR SIGN”.
• Make sure product corresponds with the labels
displayed for customer service.
• Keep busy–there is always something to do, or
someone to help! Maintain a professional demeanour
at all times.

REMEMBER that you do make a
difference. You may not be able to

The basics of proper service control a customer’s reaction but you can
control your own. Don’t take it personally.

Service & Sales REMEMBER you represent the company to
• Ask the customer “May I help you”: the customer.
NEVER, “NEXT!”
• Listen carefully to the customer’s order and if serving You are WESTERN!
with another staff member, work as
a team.
• UPSELL, UPSELL, Did we mention UPSELL? For
example, would you like some vegetables with your
chicken? Suggest alternatives such as a side dish
or even another entree. Mention the delicious cake
featured for dessert or the new flavour of ice-cream
available. Knowledge, enthusiasm and a smile are
crucial to a successful sales strategy.
• Whenever possible, make eye contact. Using the
customer’s name is always nice. Try to make eye
contact with every customer and smile. “Thank-you”
and/or “Have a good day”.

• Ensure you are familiar with and promote any special
promotions running such as a Special, Frequent
Purchase Card or Draw. If the customer perceives
added value in their visit, they’ll be more likely to return
frequently.
Special note...
• All staff are representatives of our business and should A word about stocking:
practice customer service excellence at all times.
Always be polite and helpful. Whether the items are bottled juices, boxes
of crackers or tubs of ice cream, please keep
• Relay requests, comments or questions to the proper displays full with an eye to variety. Remember...
source such as a Supervisor, Chef or the FIFO (first in, first out) system when
Unit Manager.
stocking any products - newer dated bottles and
• Any time and any place that you are in uniform, you are packages to the back, and older products to the
representatives of our business. front of display.
• Fulfill requests yourself whenever possible.
Take the time.

PROFESSIONAL STANDARDS (27) EMPLOYEE HANDBOOK