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How your team can use me&u 2.0 to create the ultimate guest experience

 

We guarantee if your team follows these steps, your guests will rave about your venue.

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For more detailed tips, keep scrolling:

 

1) GREET & SEAT

  • First impressions count.
  • How we greet someone will set the tone for their entire experience with us. We believe this first encounter is so important we have a dedicated HOST role to ensure guests are welcomed into our home with open arms, within the first 30 seconds of arriving.
  • But it doesn’t stop there - as a guest is being shown to their table anyone who comes in contact with them from the FOH or Kitchen always says “hello & welcome” too.
  • Picture four smiling people being genuinely excited to see you as you come in. The ideal start!

 

2) INTRODUCTIONS

  • Be proud of your hospo skills. If you haven’t been introduced yet it’s really important that you tell them your name & that you will be taking care of them today.
  • Host: “Have you been here before?”

 

3) TOUCHING BASE

  • Great work! Your guests should be feeling welcomed, comfortable, and they know how to get everything they need.

  • Come back with water (make sure to top up each glass because it shows we care)

 

4) WOW THE SOCKS OFF THEM

  • WOW moments are our opportunity to make every one of our guests feel special and valued! It’s this genuine hospitality and thoughtfulness that sets our venue apart from all the others - it’s so important!
  • We have so many tried and true suggestions of WOW moments, but the very best ones are when you use your natural Hospitality IQ & do something unique; designed specifically around what you’ve learnt about your guest. This is the most fun part of our job!

 

5) SET THEM UP FOR SUCCESS

  • It’s the little details that make all the difference.
  • All your good work to date can come undone if your guests’ meals come out and they don’t have any cutlery to eat it with. This includes the correct side plates, steak knives, soup spoons and napkins.
  • Our incredible PASS TEAM makes sure this is sorted as soon as the order goes through but if you’re a SECTION WAITER please keep an eye out just in case.

 

6) DELIVER THE GOODS

  • Here is where the BAR & KITCHEN team get to show off their skills.
  • Remember that every single dish that goes out to a guest matters and is a reflection on us all. If something doesn’t look or taste quite right, then if you’re the person making it please do not send it out until you’re proud of it!
  • If you’re the RUNNER then make sure you double check with the BAR & KITCHEN team if something doesn’t look quite right. As a team we all contribute to checking that each dish or drink is perfect!
  • Everyone is happy? Great - it’s time to deliver the goods.

 

7) CHECK IN WITH YOUR GUESTS (THIS STEP FIXES 99% OF COMPLAINTS)

  • We cannot emphasise this enough. Check-ins for the win! As soon as your guests have had time to settle and (hopefully) enjoy a few bites of their food make sure to come over and ask how everything is. We do this a little differently to other places because often people are too polite to say anything.
  • At our venues we always check in by saying:
    Host: “How has everything been so far? If you were to give us a score out of 10 right now what would it be?”

 

8) CLEAR THE TABLE

  • Did you know that guests with a tidy, cleared table actually spend more! There’s nothing worse than a cluttered and messy table. It gives the impression that we have forgotten about the guest and no longer care about them.
  • The opposite though is true of a tidy table that has waters topped up and anything excess removed. It shows we are attentive and great at our jobs from the start to the finish of the guest experience.

 

9) MAKE FRIENDS & UPSELL

  • After guests have eaten and caught up with each other, there is always a really great moment when an excellent WAITER can come in and add value to a table. If you’ve found out something about them during their visit, now is a great time to chat about it while you top up waters.

 

10) THANK THEM & GIVE THEM A REASON TO RETURN

  • There are thousands of other restaurants in Australia but they chose to spend their hard earned dollars with us, this in turn pays our team. Make sure to tell them how grateful we are.
  • Host: “Thank you so much for coming. We all really appreciate it.”