DEPT : F&B – Lobby Lounge
this important for you ?
1. To maximize guests satisfaction.
2. To ensure the guests are aware of the special to enhance the guests’ choice
3. To generate potentially additional revenues
4. To avoid disappointment should the guest order a beverage which is not available.
STEPS AND STANDARTS THAT MUST BE DONE
1) Request
Statement: “Ordertakers are Ordermakers”Ask the guest what they would like to drink.Say: “Excuse me sir / madam or Mr. / Mrs. XXX, what would you like to drink?”
2) Suggest
During the order process, you will need to make suggestions to the guest in order to upsell beverages
Suggestions can be:
- Daily special
- Weekly cocktail
- Wine of the month
(Always describe the choice positively and in detail)
E.g. say: “May I suggest today’s special, which is a XXX, shaken or stirrer and presented in a beautiful glass with colourful garnish”Ask open questions, where the guests can not say no to.
3) Thank you
Thank the guest for their order.Say: “Thank you for your order, I will bring it to your table in a few minutes”
NUMBER : 05
DEPT : F&B – Lobby Lounge
this important for you ?
1. To maximize guests satisfaction.
2. To ensure the guests are quickly attended toSTEPS AND STANDARTS THAT MUST BE DONE
1) Offer assistance.
After presenting the menu, prompt the guest to place the drink order bysaying“Mr./Mrs./Sir/Madam XXXX, may I take your drink order”.
2) Suggestive selling.
Recommend the wine of the month or special’s of the month and ask for the sale.
Say:” We have XXX on special for today / this month, would you like one of these?”
3) Check understanding.
Repeat the beverage order to the guest after written on the order pad.
4) Place the order in the POS system
Go to the nearest station and push in the order.
5) Follow up
Keep an eye on the bartender for when the drinks are ready for speedy service to the guests.
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