BEVERAGE
A guest orders a Margarita with well tequila. The best first step to upsell is to recommend a specific premium tequila and explain its flavor or quality difference.
What is a premium tequila upsell?
The primary purpose of regular service rounds.
What is consistent and timely guest service?
A bartender says, “That guest isn't eligible.”
Verify the eligibility/comp status and involve the MOD if needed.
A guest is actively gaming and meets comp requirements.
Process the beverage according to the applicable comp policy.
What is the proper way to provide the beverage?
A guest orders a well vodka soda to buy from you. You recommend a specific premium vodka by name.
What is a spirit upgrade?
You realize you skipped a guest during your round.
Address the guest promptly and continue the round.
Five guests need service, one wants a premium comp, one isn't gaming, and your round is over 15 minutes.
Verify eligibility, follow comp policy, prioritize service appropriately, communicate with the team, and recover the round time.
A guest eligible for a standard comp requests a premium spirit.
Verify premium eligibility and make a good faith decision that is properly tracked and communicated to MOD?
"Would you like Tito's, Ketel One, or our house vodka?” is an example of this selling technique.
What is offering choices?
Your round is over 15 minutes and the MOD asks why.
The specific reason for the delay and what action you will take to correct it. No Blame We are all in this together
Ask Slot team, Ask MOD, Ask the guest
How do I verify eligibility?
A guest says, “The server/bartender gave me this for free last time.”
You should follow appropriate policy and procedures as well as communicate with MOD.
A guest orders a beer. Suggesting a premium beer that pairs well with their any other liquor specials is this type of opportunity.
What is a pairing upsell?
Can I go to any service bar and get a drink.
Yes if you have your card and ensure items are properly coded and rang in.
You realize a guest has been waiting while you serviced another section
Acknowledge the guest, apologize, and provide prompt service.
A guest stops playing but asks for another complimentary drink.
Make a good faith effort to ensure that the guest feel service is appropriate and ensure to track and communicate with MOD.
A guest says, “I like tequila but don't know much about it.” This is your opportunity to do this before recommending a premium pour.
What is asking discovery questions?
You're behind on your round and a guest asks you to skip everyone else.
Maintain proper service rotation and continue the round.
Eligible guest says, “Bring one for my friend too.” The friend isn't gaming.
Remind them about policy and offer first round on good faith as mentioned before and track and contact MOD.
A guest offers a large tip to get served before everyone else.
Great - Round times and service order should always be followed.