WAYS TO MAKE IT HAPPEN

1. Engage Your Guests  Wear an awesome uniform.

 If guests are standing at the front door and there is no host, greet
the guests and seat them according to the rotation. This is a
great chance to make a great first impression.
 Be nice: smile and make eye contact. Say hello, thank them for
coming, and introduce yourself, if you wish.
 Acknowledge your guest immediately, at most within two
minutes. Do not delay service more than two additional
minutes.
2. Talk About Specific  You are a salesperson at BRIK OVEN; mentioning specific items
Menu Items (suggestive selling) is required.
 Feature our beverage menu.
o Make guests aware of any special wine and offer samples, as
applicable.
o Point out that our beverage menu has both non-alcoholic and
alcoholic drinks. Some guests may be offended if you only offer
alcohol.
o If guests ask for water, give them a choice of bottled water,
sparkling or tap water.
o Recommend personal favorites, specials or popular items.
 Talk about food.
o Customize your suggestions based on the cues you get from
your guests.
o Highlight new and popular menu items.
o Offer guests your favorites.
o Be prepared to answer questions/offer quality statements. If you
don’t know the answer, inform guests you will find out for them.
 Sell the BRIK OVEN experience.
o Be helpful: use all sales tools (QR Menu, Table Tent cards, etc.)
and your excellent people skills to provide guests with a
personalized experience.
o Guests love hearing your passion for BRIK OVEN—the food, the
live kitchen.
o Act as a tour guide for first-time guests.
o Soft-sell. Stay away from questions requiring “yes” and “no”
answers.
3. Write Down and Repeat  Use a buddy pad.
All Orders  At every course, repeat and clarify the order.
 Repeat each item as it is ordered or all items at the end.
4. Enter Orders and  Deliver beverages within Three minutes.
Deliver All Items  Clarify coursing. Offer to bring children’s food first.
 Use seat position numbers (or “For All” or “For Table”) when
Without Auctioning taking orders, ringing in and delivering food. Never auction.
 Make sure food is properly garnished, dishes are clean and
appropriate side items are brought out with food items.
 Announce menu items when placing food in front of guests.
  Always ask guests if there is anything else they need…and then
get it!
 Deliver starters (salads, appetizers) within Eight minutes.
 Deliver main course within Eighteen minutes after they are
ordered.
 Always inform guests of delays with their meals if any.
5. Do a Quality Check  At every course, check back within two to three minutes or two to
Back three bites to make sure guests are happy with their choices.
 Be genuine, and wait for a response before leaving the table.
6. Remain Attentive  Remain visible to guests in case they need you during the meal.
Throughout Your  Constantly tour your section.
 When possible, offer “silent service,” doing tasks without
Guests’ Meal verbalizing them.
 Maintain an upbeat, friendly and caring demeanor throughout the
guests’ dining experience.
 Offer refills on all beverages that are ¾ empty.
 Keep tables clean by unobtrusively removing anything you can.
 Ask before you clear guests’ plates. For example, “May I take
that for you?”
 If guests ask for wrap leftovers. Do not bring wrapping supplies to
the table unless the guest specifically requests it.
7. Make a Specific  Inform guests to scan for dessert QR code menu.
Suggestion and Deliver  Suggest sharing. This often helps guests decide to go for it.
 Recommend dessert as a take home item for guests who are full.
a Dessert  Remember that specialty coffees, blended beverages and after
dinner drinks make for good desserts.
 Deliver all desserts within five minutes of being ordered.
8. Deliver and Reconcile  Deliver and reconcile the guest check within six minutes of the
the Guest Check guest finishing their last course. You must print and have the bill
ready in your pocket to present at any time, after the dessert are
delivered.
 Never make a guest wait to pay. Delays with this step can ruin a
highly satisfying meal experience and your tip.
 Double check the bill for accuracy before you give it to the guest.
Present the bill inside a Bill folder. We suggest standing up the
check presenter upon delivery. Let guests know that you are
their cashier.
 After delivering the check, remain visible and collect the payment
as soon as it’s ready. Usually, the check presenter is no longer
standing.
 Wrap the guest copy around the guest’s credit card to prevent the
guest from leaving with both copies. Verbally identify which copy
is theirs and which is ours.
9. Make a Great  Show all departing guests how important they are to us by
Impression making eye contact and smiling.
 Thank guests and invite them back. Open the door when
possible.