WEST
What does WEST stand for?
Welcome, eye contact, smile, thank you
When or what is the acronym LEARN used for?
Service recovery model that helps fix a guest issue or complaint
“Our _____ make the difference-and embody our hospitality culture”
People
If someone came in with an allergy, who would you direct them to?
Person in charge
How do we greet guests and respect them as individuals?
Smile, greet guests with respect, learn guests names, greet every guest, using WEST
What is the universal way of saying “Welcome?”
Smiling
What does SERVE stand for?
Service, experience, respect, values, execution
If someone asks for a second serving do we give it to them?
Residential: yes, Retail: no
How do we keep a safe and spotless environment?
Using opening and closing checklist, hand washing procedures, labeling and dating, see something say something
What are examples of positive body language?
Smiling, no arm crossing, strong eye contact, friendly tone, standing up straight
How do I make wise use of time and resources?
Understanding that time is important to guests and to work in an efficient and friendly way, ready to serve guests on time, use the tools and recipes available to maximize productivity.
What is an example of giving a helpful suggestion?
Would you like to make that a combo today? I see you ordered the turkey burger, would you like to try our fresh sweet potato fries with that? We have a BOGO sale on that bottled drink would you like to go back and grab another to receive that sale?
What does LEARN stand for?
Listen, empathize, apologise, resolve, notify
What are the 9 major allergens?
Milk, eggs, fish, shellfish, tree nuts, peanuts, wheat, soybeans, sesame
How do I value teamwork and help however is needed to make guests happy?
Actively help my coworkers when assistance is needed, ask for help when you need it, don’t wait to be asked to clean or stock something when you notice it, when a customer asks for help you will help them or find a supervisor if you don’t know how to help
Use LEARN for this scenario. Sarah has waited in line at the Grille for over 10 minutes. Upon receiving her order, she doesn’t like how well done her burger is. She can’t wait any longer, reluctantly takes her burger, and expresses her frustration to the cashier on her way out.
Listen-thank you for bringing this to my attention. Empathize-I understand your frustration. Apologize/Acknowledge- Food quality and service is important to us. I’m sorry your burger wasn’t cooked to your preference. Resolve-Can I make this right for you by cooking you a new burger to your preference? Notify-Let your manager know that there was an issue with the customers order and let them know that you did resolve it. Or if there was an issue with temperatures, machinery, customer was not overall satisfied, etc let the manager know.
What does SERVE stand for?
Service, experience, respect, values, execution
How do I take pride in my job?
Have fun, positive attitude, focus on positive rather than negative, using positive phrasing, being approachable, attentive