Service Standards

CREATE YOURSPIEL BE CONFIDENT As with any good sales pitch, confidence is non-negotiable. To gain a guest’s trust, they must feel secure that you know what you’re talking about. Having a generic, uninformed or uncertain spiel will only create doubt, and prohibit you from genuinely engaging with the guests and making any further sales. Remember, be professional. PRACTICE Confidence doesn’t happen overnight, so it’s important that you practice your spiel both while at work, and in your free time. Keep it natural. ADAPT &REVISE You should revise your spiel over time based on the positive and negative reactions that you receive from guests. HAVE A GOOD OPENER & CLOSER All good sales pitches start with a “hook” – find something to ask or say to the guests that gets their attention and entices them. In the end, you should have a finite way of letting the guests know that you are done with your explanation, and it’s their turn to respond. WHAT ABOUT YOU IS SPECIAL? Your spiel should be genuine, and reflective of your personality – if not, and your spiel has a different tone than the rest of your interactions with the guest, it may confuse and alienate them. Use the characteristics that make you unique – humor, outgoing, mild-mannered, dry, high energy, sweet – and make sure your spiel reflects those qualities, but again- keep it professional WHAT ABOUT THE MENU IS SPECIAL? Regardless of the cuisine, location and menu content, there’s something about your restaurant that makes it special. It may be one particular dish, or the Chef, or the Chef’s background/inspiration for the menu, or the mix of cuisines you offer, or a particular section of the menu, or all or none of the above. Find something that is special and interesting about your menu, and use that as the crux of your spiel KEEP IT SHORT &SWEET! The goal of any sales pitch, besides making the sale, is to convey the most amount of relevant information in the short amount of time that you have the person’s attention. Your spiel can be as long or as short as you need it to be, but don’t ramble, or veer off on tangents, or keep talking until you get a desired reaction that may or may not happen. Have 2-3 impactful things to say, and then stop! USE PROPS & VISUALAIDS Don’t be afraid to make the spiel interactive! Point out the sections on the menu as you are speaking about them. Point out the wine cellar when talking about your extensive wine selection. Point out the open kitchen or action station as you talk about the different menu options DON’T LET YOUR PREFERENCES GET IN THE WAY While you should select items that you genuinely enjoy to highlight, make sure that you don’t let your personal opinions slant your spiel. The spiel is meant to give the guests an overview of the general cuisine, flow, and ALL of the restaurant’s offerings, not just your favorites. You can share your opinions with the guest at a later point, or upon inquiry, but try to exclude them as part of your introduction