P. 1
CONTENTS
P. 4
What we’re all about and our values Your legal responsibilities and the drinking laws of NZ Standards Customer service expectations All about ‘Shit Hot’ moments and what it takes to create them consistently The steps of service Adding value to the customer experience and general awesome customer service Dealing with customer complaints and difficult customers Customer rapport and our locals Till training Bar and table service ‘know—how’ Fish philosophy How you can make a difference It’s all about commitment Quiz time! P. 5
WHAT WE’RE ALL ABOUT & OUR VALUES
P. 6
P. 7
We provide our customers with great customer experiences consistently We employ hospitality superstars: people with the passion to learn and make people smile We invest heavily into training and making the workplace as fun as possible We value all of our team members and work hard to make sure they are happy and motivated to come to work We innovate and stay ahead of the game We are extremely passionate about the development of our staff and provide everyone with industry leading training, a clear structure for career progression and numerous staff rewards and incentives We encourage our staff to have fun with their team and with their customers We love our locals and want every single customer to look forward to coming back to our venues We strive for excellence in everything that we do: you can still have fun whilst doing an awesome job Slacking off on the job, bringing negativity to work and being rude are no-go zones
P. 8
P. 9
OUR VALUES:
Hospitality is a fun industry. We look to employ fun people, who love to have fun and create fun for their customers.
We strive for excellence in everything that we do whether it is operational team members on the floor or in the kitchen, or from the tools, systems, support and processes we provide.
We care about our communities and providing a good place for them to socialise and enjoy themselves. We want to help our awesome home city of Wellington thrive through providing great jobs for our people, helping out the community through tireless support and providing innovation for the industry.
We innovate and stay ahead of the game. Hospitality is our industry and we take it seriously. Our business management tool Hospo 360 is a New Zealand first and our strive to constantly re-invent the game ensures we have a culture of innovation. Our team always looks to do things better and so can you!
We are a sustainability conscious company that looks to have a positive impact on the planet, its people and the economy.
P. 10
P. 11
HOST RESPONSIBILITY
P. 14
P. 15
Anyone that appears to be under 25 must be asked to provide proof of identification - this is regardless of whether they are buying alcohol or not Intoxicated persons may not purchase or consume liquor Staff are required to check levels of intoxication Intoxicated people will not be served liquor and will be required to leave liquor service areas The following are the only forms of ID accepted: 1. A NZ photo driver’s licence 2. A NZ or overseas passport 3. A HANZ 18+ card
All WHG venues provide a range of low alcoholic and non- alcoholic drinks We encourage safe driving and care about the safety of our customers We will call a friend, taxi or dial-a-driver services for our customers We encourage parties to include a non-drinking driver We will not engage in any promotions of alcohol that promote excessive consumption Patrons behaving in a disorderly manner will be denied service and removed
P. 16
P. 17
: H T I W G DEALIN
N O I T A INTOXIC
P. 18
STEP 1 –
SLOW THEM DOWN
* The first job is to slow down the customer’s drinking, to stop them becoming intoxicated * Suggest they take time out and drink something non-alcoholic, or eat some food * Play for time – wait for a glass to be empty before refilling it * Don’t offer refills, wait ‘till they ask for another drink * Be busy serving other customers * Serve the next drink with water on the side * Get talking to the customer * Cut their table service and encourage the customer to go to the bar to order their next drink, this way they (and you) can assess their intoxication level
STEP 2 –
CALL A HALT
* If a customer becomes intoxicated, by law you are to STOP serving them alcohol and remove them from the premises * Make sure you and other staff know what is happening, so that they can back up your actions * Point out the signs about the law and house policy on serving intoxicated people * Avoid confrontations - don’t imply that you know what is best for the customer or come down too heavy on them * Don’t use language that will inflame them like ‘drunk’ or ‘pissed’ * Be aware of your body language * Be firm – don’t bargain or negotiate as you are simply doing your job * Don’t embarrass the customer * Treat people with respect and keep your discussion private
P. 19
P. 20
P. 21
STANDARDS
P. 22
P. 23
Arriving at work * You are expected to arrive 10 mins before your shift starts to get ready for service * You are expected to be ready on the floor at your rostered start time * You are expected to arrive at work in a fit and healthy state Staff dress standards * Uniforms must be of a high standard - clean, tidy and pressed * Closed shoes, long hair must be tied back, no offensive garments * Management reserve the right to make a decision as to your appearance and will either send you home to change or provide you with a uniform Mobile phones * You are expected to leave your mobile phone in the staff area at all times whilst on shift Smoking & Drinking while working * Smoking in customer outdoor areas is not permitted at any time, including your break * You must cover your uniform whilst smoking * You can smoke ONLY in designated smoking areas whilst at work * Drinking whilst on shift is not permitted under any circumstances * Eating or drinking behind the bar or in customer view is not permitted Smoking & Drinking when not working * Remember: you always represent the company and our customers will recognise you, so act appropriately * You are a customer so stay out of work areas and do not distract the team who are working Illness * If you are feeling ill please inform your manager on the day ASAP * Do not leave it till just prior to your shift. If you are well enough you are expected to try and find cover for your shift Security Cameras * These are operating at all times. These are for your protection as well as our customers
P. 24
Breaks Management reserve the right to assign staff breaks as appropriate to service: * 1 paid 10-minute rest break if working period is between two and four hours; * 1 paid 10-minute rest break and 1 unpaid 30-minute meal break working period is between four and six hours; * 2 paid 10-minute rest breaks and 1 unpaid 30-minute meal break if working period is between six and eight hours * Breaks must be taken in the appropriate areas and you must cover your uniform * During breaks please stay out of serving areas – our customers do not know you’re on a break Rosters * Rosters are typically completed and published on Facebook 2 weeks in advance * If there are any specific dates that you cannot work you must let your manager know 3 weeks in advance by completing a leave request form * If you need to change a shift for some reason then it is your responsibility to swap this shift with someone else, informing your manager this has been done Staffies * As a reward for your hard work you are allowed a tap beer, glass of house wine or non-alcoholic drink after your shift. You cannot bank it or give it away * It is important to remember that this is a reward and not a right * If you are on a split shift you are entitled to 1 drink at the end of your final shift Staff Meals * You are entitled to 50% off meals while you are working * You are entitled to 20% discount on meals and drinks when you are not working requirements
P. 25
P. 26
P. 27
CUSTOMER SERVICE EXPECTATIONS
P. 28
P. 29
strives for customer service excellence at all times. It is expected that you fully interact with the customer and ensure they are enjoying their experience and want to return again.
Customer food and service expectations:
Friendly, confident and knowledgeable staff attitude Great food, great presentation, every time Professional, yet approachable and outgoing staff Staff that can have a laugh but also get the job done Fun and smiles all around Consistency in service and food A place where they want to return again and again Highly enjoyable environment Good atmosphere An experience!
P. 30
P. 31
SHIT HOT MOMENTS
P. 32
P. 33
Based on the idea of providing customer service that is above and beyond what the customer expects by creating truly memorable experiences. “We want to make all of our customers say ‘WOW’”!
We do things ‘for’ our customers, not ‘to’ our customers.
You can only create these moments through delivering remarkable customer service by having fun with your customers and your team Why we love Shit Hot Moments: * It is a mind-set that our team members adopt to provide amazing service that makes our customers want to come back again and again * If everyone constantly creates these moments, we build a culture whereby employees love to give their best every day * Shit hot moments build up effective leaders who inspire through their example * These awesome moments improve teamwork and build trust All of our staff are empowered, encouraged and actually measured on the number of shit hot moments they create
P. 34
We really love our team mates... P. 35
P. 36
Choose your attitude * Be positive and happy! It’s infectious! * Only you can choose your attitude * Leave your shit at the door Have FUN * Every time you come to work * With your team AND your customers 100% Focus * For that little time you are with them fully engage your customers Make their day * Always look for opportunities to put a smile on the customer and you team mate’s face Pounce and Reverse Pounce * We ALL acknowledge our customers immediately on arrival and when they leave Table Service * We offer food and drink service to everyone, not just restaurant diners * We always speak to our customers when we approach a table, we don’t just grab empties and walk away The Name Game * We try and learn our regulars’ names and what they drink * We treat all our customers the same * We do not discriminate based on class structure or personal attire
P. 37
STEPS OF SERVICE
P. 38
P. 39
P. 40
P. 41
We are proud to offer table service to every customer in every venue. This means that a customer should never have to get up from their seat to order, pay or receive their food/drinks. Every team member must follow these steps to ensure all of our customers receive consistent service. Each step gives you opportunities to ‘wow’ the customer, making it an overall awesome experience for each one of our customers.
1. Greet A smile and friendly welcome, “Hi, Welcome to ________ (your venue)” It makes people relax and customer rapport is established immediately You can use relevant convo starters “Crikey, it’s windy out there” Shit hot tip: Use their name if you remembered it from last time 2. Seat “Are you in for drinks or a meal?” Helps to point them in the right direction Never seat a customer at a dirty table Shit hot tip: Make sure they are sitting at a table appropriate for them (i.e. chairs with backs for older people) 3. Drinks Offer drinks as soon as possible, offer water (if dining) once you have a drinks order Up-sell bottles and Jugs Shit hot tip: If they’re a regular, get to know their drink and offer it as soon as they are sat: “A flat white, Mary?’ 4. Food Order Make sure you have a thorough knowledge of the menu, as well as allergy issues Repeat the order back to the guests once they are finished ordering Always double check the order before sending to the kitchen Make sure they have the cutlery they need and you confirm any special requests Shit hot tip: Tell them a little bit about the dish to get them excited about their choice 5. Delivering Food Always say what the dish is when delivering it to the customer Count the mains so they match the number of guests ensuring everyone has food Shit hot tip: You should always know who is having which dish. Leave the customers laughing, smiling or excited after you’ve said something about the dish or had a bit of banter with them
P. 42
6. Check Once they’ve had a few bites, go over and ask, “How are you enjoying yourself?” Use positive, open and general questions, not specific to the meal, but rather about the whole experience in general. We do not want to seem doubtful about the quality of our food Shit hot tip: If a customer says “It’s ok” you can ask, “Just ok? Can we do anything better?” Avoids a grumpy customer later and helps identify issues quickly 7. Clear Use a tray, take all items no longer required. This helps re-set faster and gives the customer room to breathe and relax. “Can I take those away for you?” Shit hot tip: Never clear a table without making a little conversation; it’s rude and customers will appreciate you taking time to talk to them 8. Sweets Immediately after clearing, it’s time for desserts, so physically hand out menus or point to dessert section on the menu and recommend a personal favourite. Check back quickly to take the order and set for dessert. Don’t forget to offer tea, coffee, liqueur or Irish coffee to go with their dessert Shit hot tip: If you offer dessert straight away customers won’t register quite yet how full they are after mains so there is more chance of them getting a dessert. Customers don’t like waiting towards the end of the meal 9. Pay and continued service Once the table seems to have finished, offer to arrange the bill Once paid, do not make them feel rushed to get out Shit hot tip: If your venue has a portable Eftpos machine, all team members should offer to arrange the bill at the table for the customer 10. Reset As quickly as possible. Double check the table has everything it needs to be ready for the next happy customer Shit hot tip: Whatever you’re doing, do it with a smile and enjoy yourself!
P. 43
ADDING VALUE TO THE CUSTOMER EXPERIENCE AND GENERAL AWESOME CUSTOMER SERVICE P. 44
P. 45
It’s not all about upselling. Think of yourself as a guide for the customer’s experience and use your knowledge to ensure they have the best experience possible.
is key to being effective. It is important to be able to read the guest and suggest appropriate items. It’s all about enhancing the dining experience!
Offer a pre-dinner drink as soon as the guest sits down and before water is placed down Use words like ‘cold beer’ on a hot day or ‘hot drink’ on a cold night The first thing customers want is to get a drink Offer a snack while the guest is looking at the menu or if they are only in to drink Tell them you can bring the snack out with their drinks This gets people snacking and takes the edge off Offer appropriate side dishes that will complement the guest’s food choices. Make sure they order a balanced selection, offer salads with heavy choices and more substantial sides if you feel it will enhance their selection Often just bringing their attention to the sides will help Always physically present the dessert menu (or point to the dessert section of the menu) to the guest immediately after clearing main courses and suggest your favourite or a special dessert. Desserts are indulgent and customers will feel like they treated themselves if they have a good sweet It’s often hard to choose, so offer a recommendation Always offer tea/coffee or another drink to every guest after dinner, as guests might need a wake-me-up. Service does not stop if they have stopped eating!
The customer trusts you to create a good experience for them. You are a host and they are a guest at your venue. It is our responsibility to ensure the customer leaves happy and receives service above their expectation.
P. 46
P. 47
Greeting the customer * Customers expect immediate, warm and friendly attention as soon as they arrive. It only takes a quick hello or recognition. * Customers are always the number one priority and you must always pay them immediate attention * Even if you are carrying food/drinks or may be busy, a simple greeting is all that’s needed.
If you are unable to verbally greet a customer, for example, if you are on the phone or with another customer, acknowledge them with a smile and a nod that indicates ‘I can see you, you are important, and I will be with you as soon as I can’ All of which can be conveyed in your facial expression and body language.
Reading the customer
* Without being able to read a customer, we cannot deliver amazing experiences. * We have to understand their expectations, requirements and desires. * We have to pre-empt what they are thinking and act on this. * Make it your mission to understand your customer and exceed their customer service expectations.
Fare-welling the customer * Final impressions are often what keep us in the hearts and minds of our customers and is the key to sealing their desire to return. * It is the responsibility of all staff to ensure our customers are fare-welled in a genuine, warm and friendly manner. * Treat customers as if they were a guest at your own house a guest would never leave without being fare-welled, neither should they leave the restaurant without a ‘goodbye’.
Better that a customer has four people say good bye to them on their way out, than that they should leave without a single staff member making the effort to wish them well.
P. 48
The Host Responsibility Rules and The House Standards What customers expect and that we need to exceed these at all times Shit hot moments and how important it is to try and have these every time we have contact with our customers. How a team which constantly creates shit hot moments is a team that works well together and delivers amazing customer experiences The steps of service and how important it is to make sure all of these are followed so the customer receives full service and there are no missed opportunities How just following these steps is not enough, every time you ‘touch’ the customer has an impact on their experience, so your attitude is vital How building the confidence to ‘upsell’ by getting to know your venue’s products will help you deliver better customer experiences That reading the customer will help you understand what they need Why reading and far-welling the customer is so vitally important How massive your impact on the customer experience really is, so make it fantastic!
P. 49
DEALING WITH CUSTOMER COMPLAINTS AND DIFFICULT CUSTOMERS P. 50
P. 51
Complaints are an opportunity to learn and develop… Complaints are inevitable – sometimes we can get it wrong. We actively encourage our customers to give honest feedback – whether it’s good or bad. Never take complaints to heart. We have one simple rule: Turn a complaint into a compliment We have a culture of embracing our mistakes – we are only human, albeit awesome humans.
From grumpy to happy – the goal is to have the complaining customer leave satisfied!
P. 52
7
Steps of dealing with complaints
1. Eyes up, eyes open – spot the situation before it becomes a complaint. 2. Show empathy – understand what has gone wrong and put yourself in their situation. 3. Come down to their level (crouch or kneel if you have to) and position your body to express open body language. 4. Ask what they’d like done – simply saying, “How can I fix this for you?” This will enable you to come up with a solution that the customer actually wants. More times than not, they don’t want free stuff, just an apology! 5. Apologise/ show genuine concern. It may not be our fault, but the customer needs to know we sincerely care about their experience. 6. Communicate with the customer – let them know why this situation has, arisen and we are trying our best to make sure they have a good experience. Let them know what you are going to do to solve it. 7. Report. Tell your manager how you rectified the problem OR if you need their help, get them on to it straight away. If you do need your manager to help, make sure you give them all the information before they approach the customer so they are aware of what’s gone wrong.
Giving stuff away is not always the answer. Proactively trying to make sure every customer leaves happy is.
P. 53
P. 54
P. 55
Aggressive Alice * Whether it’s your fault or hers, she is not going to listen and she will have a rant. Defuse the situation and remain calm. Apologise and come up with a solution straight away. She might just be having a bad day. Forgive and forget. Refer to your manager if you are uncomfortable. Very Important Patrick * Thinks of himself as VIP. He thinks he is above everyone else and insists he should be prioritised. Communicate on wait times and that you are aware of his inconvenience. Get him on your side by paying him special attention. If he likes you, he will be patient. Silent Sophie
* Won’t voice her unhappiness and will go away to complain online. Will not return. Get on her side and show a genuine interest in her experience. Prompt her to open up when you can see she is unhappy. Get her to fill out a survey card.
P. 56
Complaining Carl
* Finds a fault with everything. Feels his opinion is very important and needs to voice it. Apologise and thank him for his feedback. Ask him directly how he would like the problem solved and do exactly that immediately. Ask your manager if you are uncomfortable. Freebie Freddy
* He will find a way to get something for free. Figure out if it’s a real complaint or he just wants a freebie by asking him directly how he would like it fixed. If he wants something for free but has eaten it, we can only give him an extra drink or dessert on the house not take things off his bill. Tell your manager straight away, this guy is a pro at getting free things.
Know-it-all Nikki
* She tests you on everything and makes you feel bad for not knowing. She’s looking for an ego-boost, so make her feel her feedback will be taken on board and you are willing to learn. Show her you are willing to go out of your way to find out, it will make her feel like she taught you something. Make her feel special and she will be loyal to you forever.
P. 57
What to offer in case of a complaint * Most people just want to be heard and to be apologised to – you don’t always have to give something away. If you think it will help, offer a free garlic bread/drink or small snack (things that don’t cost much and can come out quickly, or something they weren’t going to have anyway) – especially if there is a delay on their food. * Give a 2 for 1 card – especially if the customer is served the wrong dish or there was a problem with their dish. * Offer a replacement dish – especially is the customer is dissatisfied with their meal (but not if they have eaten it all and it just wasn’t to their taste but nothing actually wrong with it). Unless there was something wrong with the dish or drink, don’t take it off the bill. Send them a drink or dessert which they wouldn’t have ordered and as special item to say ‘sorry’. This way there is less loss in wastage.
P. 58
P. 59
CUSTOMER RAPPORT AND OUR LOCALS
P. 60
P. 61
P. 62
is what we’re all about
* Giving a little taste of beer or wine if the customer has trouble deciding, can make you look awesome and caring, but also make their day. We’re all about that. * Letting your table of 2 know that the table of 20 is about to order will make you look on to it. We love that too. * Treat customers as you would a guest in your own home: with genuine welcoming, caring nature. Even the most difficult of customers will soften up if you communicate with them and show genuine concern for their experience. * Gauge your customer profile and act accordingly; it’s all about making them feel you are on their side and genuinely care about them. * Be honest with your customer: there is nothing wrong with not knowing something, as long as you make it your mission to find out. Customers are humans too and understand that you have a hard job. Communication is key!
Our locals and regular customers are a huge part of our business and the reason why we love our industry so ensure you look after them and get to know them. They are part of our family!
P. 63
TILL TRAINING
P. 64
P. 65
*Any Food or Beverage item that goes over the bar or out of the Kitchen MUST be rung through the Till. *For example – Wastage, Replacement Drink, Beer for the Kitchen, Staff Drinks etc. The one and only exception is Staff postmix.
Your manager will explain: * Quick Sale Vs Table Order * Where and when dockets will print. (i.e Coffee, Food, Table order) * When to set up a TAB * When to set up a Table * What is a destination and when to use it * Splitting the bill – (Once you have split by amount, you can’t split by item) * What are Account Charges
P. 66
How to log on. How to open a Tab – Must have a name! How to ring an item to the Tab (through Table order and Quicksale/TAB) How to ring a single spirit or bottle of wine. How to apply a modifier and a note. How to change the course of a meal. (entree to main etc) How to print a bill. How we take Eftpos and cash payments. How to make a Table/Tab payment. How to give cash out by itself. How to split a bill/item. How to pay for individual items off a bill. How to give cash out with payment. How to ring items onto accounts. How to transfer between tables/tabs. How to ring on products if you are not sure of where they are sitting. What is a Transfer (by item, order or whole Table/Tab) What is a Void (by item, order or whole Table/Tab) Why are destinations so important?
P. 67
Log on Ring on: 1x pint of beer, 1x glass of wine, 1x bottle of wine, 1x Jim Beam & Coke, 2x Kids Fish n’ Chips (to come with starters), 1x Burger, 1x Burger (with no sauce), 1x side salad (*or equivalent) Transfer the tab to table 1 Transfer 1x Kids Fish n’ Chips to table 2 Void the side salad Pay the bill with one Entertainment Book voucher/card Pay for 1x Burger Pay the balance
P. 68
P. 69
By the end of this training you will be able to demonstrate how to:
Pour a beer Pour a glass of wine Use and know the Postmix gun Talk about spirits: which goes in which glass Stack and carry a tray of glasses Prepare a drinks order and place on tray How to carry glasses to a table and distinguish between similar drinks Placing drinks down on the table – don’t place tray on table to dispatch *** If you are employed to work predominantly in the bar, your manager will ensure you will receive further training in this area. Vice versa with floor staff. *** All staff must have a basic understanding of both the bar and the floor as the venue may require you to work in both areas depending on service requirements.
P. 70
P. 71
By the end of this training you will be able to demonstrate how to: Set the tables according to your venue’s standard Understand how ‘the pass’ works Take the right food to the right table Set the table for different requirements (i.e. dessert, steak etc) Check dockets for special requests Cross off meals you are taking to a table Ensure the order gone is correct Note time of meal check on the docket and spiking it Carry food to the table and dispatching Clear a table Restock the cutlery RESET THE table
P. 72
*** Consistency and tidiness are the most important standards when setting tables. Communication with the kitchen and ‘the pass’ is of upmost importance! Team members must be clear, quick and accurate in their communication with the kitchen. Address the chef at ‘the pass’ directly *** Be kind to our kitchen hands: scrape and stack your plates in the dish-wash area neatly. Never be afraid to speak to the kitchen, just choose the right time and the right tone *** Chefs have a hard job: say ‘Hi’, smile and involve them in your fun. We are one team! Get them a cold drink whenever you have a chance
P. 73
Before we finish today, a few more things to think about...
FISH PHILOSOPHY
P. 74
P. 75
P. 76
The Fish philosophy is based on an old video of a fish market in America, where the vendors have so much fun at work, it is infectious!
You wouldn’t think working at a fish market would be heaps of fun, but it can be! It’s what you make of it. * The ‘Fish’ philosophy is based on infectious fun and happy attitudes at work * Playing vs working. Any job can be FUN - it’s up to you. * Being 100% present with your customer and giving them yourw full attention * Enjoying your job and making the most of being in the world’s best industry
Watch the video at this link: https://www.youtube.com/watch?v=zxQW5xgX8A8
P. 77
HOW YOU CAN MAKE A DIFFERENCE
P. 78
P. 79
Happy customers * Look for every opportunity to create great customer experiences * Have fun and create memories for your customers * Give our customers reasons to want to return
Costs of goods * Limit wastage i.e. over pouring wine, duplicating drinks orders, taking things off the bill.
Wages * Turn up on time and be ready to work. * Take breaks as requested. * Work hard and effectively and you will get more hours. * Follow process and apply your training.
Sales * If we are committed to excellence, sales will increase. * Make sure you add value to every customer experience and they will spend more.
Your team * Be a good bugger and help out when you are needed. * Play nice, play fair, have fun.
P. 80
P. 81
IT’S ALL ABOUT COMMITMENT
P. 82
P. 83
* A safe and happy workplace * An innovative company that strives for excellence * Ongoing training and career development opportunities * Untiring dedication to our staff and their happiness at work * Bi-yearly Staff Survey – Your opportunity to provide confidential feedback on your work place * Vertical Communication – Messages go up and down the chain You will always have access to management * 1:1 Formal Reviews – quarterly pay and performance reviews * Reward and Recognition – when you go above and beyond
P. 84
* A commitment to excellence in all that you do * Professional and honest communication with your team and managers * A happy attitude: a fun and positive approach to work * Have fun with your team-mates and customers * A commitment to get along and include everyone in your team
P. 85
QUIZ TIME
P. 86
P. 87
1. What are our company values? 2. How do you deal with customers who are becoming intoxicated? 3. Name 3 things about what makes your venue awesome. 4. Define the steps of service. 5. Give 3 examples of ‘Shit Hot’ moments. 6. Why is it important to greet, read and fare-well the customer? 7. What is the number one thing to remember when dealing with complaints? 8. How can you make a difference with your customers? 9. What kind of commitment do we ask of you? 10. How awesome is your new job??
P. 88
P. 89
P. 90
P. 91