HOST/ESS MANUAL APRIL 2018

Transcription

1 HOST/ESS MANUAL APRIL 2018

2 HOST TRAINING OVERVIEW ORIENTATION CLASSROOM DAY 1 HOST SHIFT DAY 2 HOST SHIFT DAY 3 HOST SHIFT SCHEDULE REQUESTS NEW HIRE PAPERWORK EMPLOYEE HANDBOOK UNIFORM CHECK TOUR MANUAL TEST: TABLE CHART & GEN INFO PAGING SYSTEM PHONE DRILLS TEAM SHEETS TO GO ORDERS PERFORMANCE APPRAISAL WAIT SHEET EXERCISE TEAM SHEETS UNSATISFIED GUEST EXERCISE PERFORMANCE APPRAISAL TEST: POP QUIZ ZONING TEAM SHEETS TRAINEE(S) RUN HOST STAND PERFORMANCE APPRAISAL TEST: HOSTESS FINAL DATE: TIME: DATE: TIME: DATE: TIME: DATE: TIME: DATE: TIME:

3 HEFNER GRILL HOSTESS / HOST UNIFORM PROFILE The uniforms at Hefner Grill are something we take great pride in. They only add to the atmosphere and quality. The Hostess/Host uniform is extremely important because it is a guest s first and last impression of Hefner Grill. HOSTESS A GENUINE HEFNER GRILL SMILE! (Most important part of your uniform!) Visible piercing of body parts other than earlobes is not allowed. Nails should be neat & clean. Nail polish colors can be anything other than black or fluorescent colors. Nails must be manicured and polish must be well maintained and not chipped. HAIR SHOULD BE NEAT AND CLEAN. You may wear thin headbands, small barrettes, or hair ties. Hair-pieces must be black or brown in color. Hair should be a natural color (Brown, red, blonde, and black) DRESSES Should be sheath style, knee length, sleeveless or cap sleeved dress with a scoop, v-neck or boat neckline. The dress should not be sheer or too revealing at the neckline. The length should not be more than an inch or two above the knee and no longer than just below the knee. The fabric should be a dressy style fabric, not t-shirt fabric. PEARL NECKLACE Marble size or smaller pearls PEARL POST STYLE EARRINGS No larger than a quarter in size SHOES should be solid black flats. BLACK OPAQUE TIGHTS. Must be worn at all times. NO PAGERS OR CELL PHONES Please leave phones/purses in trunk of your car. HOST A GENUINE HEFNER GRILL SMILE! (Most important part of your uniform!) A BLACK SHIRT WITH A COLLAR BLACK SLACKS. Must be pressed and clean. No outside pockets. BLACK BELT. Silver buckle. Must be in good repair and no large belt buckles. BLACK SOCKS SOLID BLACK POLISHABLE SHOES. No open back shoes. ALL MALES MUST BE CLEAN SHAVEN. Every shift males must be clean-shaven. HAIR MUST BE ABOVE EARS AND SIDEBURNS MAY NOT BE BELOW EARLOBE JEWELRY. Males are allowed to wear one watch and a wedding band. No earrings, bracelets. Visible piercings are not allowed. NO PAGERS OR CELL PHONES Please leave phones in trunk of your car. Remember: All training sessions require full uniform, training materials & a pen. ** If any questions arise concerning the uniform standard, ask a manager.

4 WHY WE ARE HEFNER GRILL Homemade Dressings and Desserts Made from Scratch! All our sauces are homemade! We Serve only Fresh Fish. The soups is made fresh daily. Fresh Ground Coffee Beans! The Answer to a Guest is Yes (we try)! Food is flavor profiled by a manager every shift A Working Partnership in the Community! An Ounce and Half Pour on All Highballs! The best view on Lake Hefner! The five thank you rule! Signature Items: Fresh Oysters on the Half Shell, Gumbo, Fried Chicken, Pork Chops, Fish & Chips, Aged Filet, Key Lime Pie, Red Beans & Rice and so much more! Fresh Chicken Stock prepared for Flavoring Recipes! Management Visibility on the Floor and Table Visits! Best Seafood in OKC! (Media Recognized) Utilization of Pivot Point System All Re-cooks and Guest Complaints Handled by Management! Letters and Phone Calls to All Regular Guests! Active Members in Civic Organizations and Local Chambers! Monthly and Yearly Employee Recognition! Quarterly Performance Reviews! Courtesy Phone Available for Guest! Employees Treated Like We Want Them to Treat Our Guest!

5 MISSION STATEMENT TO CONSISTENTLY EXCEED OUR GUESTS EXPECTATIONS

6 RESTAURANT VOCABULARY 86- Temporarily out of a particular item. 2 Top- A table or booth that seats or can seat up to two people. 4 Top- A table or booth that seats or can seat up to four people. 6 Top- A table or booth that seats or can seat up to six people. All Day- Bank- Behind You- Check-Out- Closed- Cut- Down Low- Expediter- Expo- Graze- Hobart- On The Fly- P.S.T.M.- Consolidate on drinks or food items, i.e. three crab dips all day. Money a server carries to make change for a guest s bill. A verbal warning not to turn around or stop as someone is behind you. A shift leader checks a server s side work to make sure it has be completed correctly. May also refer to a server turning in his/her money at the end of their shift. The point during a shift when a server will no longer receive tables, however, they will continue to serve their existing tables. The point during a shift when a manager closes some stations, and enlarges others. This is to inform other staff members a guest is nearby and that staff should step to the side to allow guest the right-of-way. Person who calls the orders into the kitchen. He/she is also the final checkpoint for food quality before it reaches the guest. The expediter bridges all communication from the wait staff to the kitchen. The place where food comes out of the kitchen. (Garbage mouthing or Grazing) - To eat food off of plates or eating any food items while working a shift. This is prohibited. The exception is the expediter who tastes all the food. The area or machine where dishes are washed. Needing something immediately rush it. (Pre-shift team meeting) A gathering of servers before each shift. This gives managers a chance to inspect uniforms and give information.

7 S.A- Roll-Up- Run Food- Side Work- Singled Out- Spec- Section- Teamwork- Wait- Wait Station- Weaving- Weeds- Any person who takes food from the service line out to the appropriate guest s table. 2 forks & 1 knife rolled together in a black linen. Roll-ups are placed on every table in the dining room. Taking food to a table. Duties assigned to a server to do throughout a shift. Needing only one. To do a job or to make a food item exactly to specification. A server s assigned tables. Hefner Grill service philosophy. Everyone (managers, servers, hostesses, and the kitchen staff) helps each other. Refers to a full restaurant. Guests are waiting to be seated. The area where servers obtain glasses, iced tea, coffee, etc. This is when a server circulates through the entire restaurant looking to see what our guests need. Not being able to perform up to Hefner Grill standards. Can occur from being unorganized or simply being extremely busy. SOME UNIQUE THINGS TO KNOW ABOUT THE HEFNER GRILL MENU: 1. Our fish are flown in fresh daily. 2. All of our soup, dressings, and desserts are made from scratch. 3. We only use name brand products. 4. Our quality of food & service make us one of the best in OKC. 5. We make our sauces every day from scratch.

8 MENU DESCRIPTIONS In an effort to familiarize all host staff with our menu, we have given a list of all the menu items we serve here at Hefner Grill. As a host/hostess you will be asked many questions about the menu from our guests. In order to answer these questions as accurately as possible, we would ask that you study this list and commit it to memory STARTERS CRAB CAKES TUNA POKE BALTIMORE CRAB DIP CRISPY CALAMARI SHRIMP COCKTAIL SPINACH & ARTICHOKE DIP HALF / DOZEN OYSTERS COCONUT SHRIMP OYSTERS ST. CHARLES SOUPS CRAB BISQUE GUMBO SALADS NEWPORTER CHICKEN SALAD HOUSE SALAD TABASCO CAESAR SALAD LOUIE SALAD SEARED AHI TUNA SALAD SANDWICHES (*LUNCH MENU ONLY*) CHEESEBURGER BILTMORE CLUB RUEBEN GROUPER SANDWICH CHICKEN CIABATTA ROASTED TURKEY FRENCH DIP DESSERTS CRÈME BRULEE KEYLIME PIE S MORE ENTREES COCONUT SHRIMP CEDAR PLANK SALMON FRIED CATFISH BLACKENED CATFISH FISH N CHIPS FISH TACOS TERIYAKI MAHI PECAN CRUSTED TROUT SEAFOOD ENCH PEPPER CRUSTED TUNA PORK CHOPS PAUL S PASTA RIGATONI BOLOGNESE BORDELAISE PEACN CRUSTED TROUT ROASTED CHICKEN W/ PAN GRAVY SHRIMP & GRITS RITZ CRUSTED COD FILET SUNDAY BRUNCH WESTERN OMELET SPINACH & ARTICHOKE OMELET TOMATO, HERN, & SWISS OMELET BUTTERMILK PANCAKES QUICHE LORRAINE GRILL BREAKFAST SOUTHERN BENEDICT TRADITIONAL BENEDICT CHILDREN S ITEMS CHEESEBURGER CATFISH TENDERS CHICKEN TENDERS POPCORN SHRIMP GRILLED CHEESE PASTA FRENCH TOAST (BRUNCH ONLY) SCRAMBLED EGGS (BRUNCH ONLY)

9 GENERAL HOST/HOSTESS POINTS FIRST IMPRESSION SMILE! The unique aspect of being a hostess is that you come into direct contact with every guest that walks through the door. The first impression that is made at the front door is often carried throughout the guests whole dining experience with us. When our guests enter the restaurant, they want to see an attentive employee versus someone who is just going through the motions. It is important that you make guests feel welcome and comfortable by projecting a friendly attitude towards each and every one of them. HOSPITALITY Hospitality is very simple to understand. IT IS A STYLE OF BEHAVIOR USED TO MAKE A PERSON FEEL WELCOME AND COMFORTABLE. When you think about what steps you would go through to entertain in your own home, your energies would be focused in the following areas: 1. Your appearance 2. A warm greeting and a gracious farewell 3. Decor 4. Cleanliness of your surrounding. 5. Constant attention to your guest needs 6. Friendly conversation A LASTING IMPRESSION It is our goal to treat our guests in a way that we INSURE their RETURN. Your responsibility continues even after the guest is seated for dinner. It is important that you are quick to recognize any further guest needs. Be ready with directions to the telephone and restroom. The key to making our restaurant flow smoothly is teamwork, and you are a very important part of the team. BE A PROFESSIONAL Be polite and helpful while always staying in control. Know your menu, hours of operation, managers, corporate officers and staff. Be ready with helpful suggestions. Describe our food as appetizing, our atmosphere as casual, warm and friendly. GUEST FEEDBACK Welcome and solicit guest response, positive or negative. We sincerely hope the majority of comments will be positive ones, but occasionally a problem may arise. Please handle these difficult situations in a polite and professional manner. Without making our guests feel uncomfortable, ask them to wait for a moment and say...let me get (managers name), he/she would like to hear your feedback. Do not try to handle it yourself or promise the guest anything; let the manager talk to them. CLEANLINESS It is important that the host stand and the area around it is kept neat and organized at all times. Keep windows clean, menus cleaned inside and out, and the floors free of trash.

10 SILVERWARE As host staff it is partly your responsibility to polish and roll silverware throughout the shift and at the end of the shift. It is very important to polish the silverware with hot water and black linen. Be sure the silverware is completely free of debris and water spots before rolling. Silverware should remain tightly rolled and neatly stacked 6X6 at all times. HANDICAPPED AND PREGNANT GUESTS When seating a handicapped or pregnant guest, keep in mind where they will be the most comfortable. DO NOT take handicapped guests unnecessarily across the length of the restaurant and try to give them the most appropriate table, close to the entry area. Priority seating for handicapped and pregnant guests! DRESS CODE POLICY Guests must wear shoes and a shirt. No bathing suits. Generally, any children s attire when accompanied by an adult is acceptable. ASPIRIN AND INJURIES Notify the manager if a guest requires any kind of first aids. Never give a guest aspirin or any over the counter medicines. If a guest slips and falls, go to them immediately and inform another staff member to get the manager. TIPS Host staff may never accept tips to move a guest s name up on the wait list. BUSSING TABLES Although bussing tables is not a primary responsibility of the host staff, during peak hours helping the wait staff with bussing tables will expedite the turn of the tables. SOLICITORS Selling or giving away items such as flowers, pamphlets, etc. Is prohibited in the restaurant. If a problem arises contact the manager. TEAM SHEETS A team sheet is a map of the restaurant prepared each shift. The team sheet lists all front of the house staff working and the time they are scheduled. It is divided into stations for wait staff, which not generally exceed a four-table station per server. In some of the stores, the host staff will complete the team sheet using information obtained from the schedule posted by the office. In other stores, the team sheet is filled out by the manager first then completed by the host staff. Your trainer will inform you of the procedure used in your store. RESPONSIBILITY TO CHECK IDENTIFICATION No one under the age of twenty-one (21) is permitted to purchase any alcoholic beverages {**Alcohol service laws and regulations vary by state and county so check with your trainer for the specifics at your store**}. The responsibility of checking identification is that of the servers and bartenders. Each location offers a Happy Hour in the bar area only. Your trainer will inform you of the Happy Hour times and policies at your store.

11 INTOXICATED GUESTS No person is allowed to enter the premises with an alcoholic beverage container. Please instruct the guest of this policy and offer to dispose of the container. A guest may not exit the restaurant with any form of liquor or beer. If a person appears to be intoxicated, (rowdy, noisy or profane) inform a manager immediately. An intoxicated person will not be permitted admittance to Hefner Grill. TO GO ORDERS Call-in orders will be taken by a bartender. Place caller on hold and inform or page the bartender. When the guest arrives to pick up their order, inform them to step into the bar and the bartender (call them by name) will have their order for them. If a guest walks in and wants to place an order for take out, walk them to the bartender (call them by name), who will take their order. RESERVATION POLICY Hefner Grill is designed to seat primarily small size parties. We do, however, accept reservations in certain circumstances. The reservation policies vary in each store due to the volume of business during different times in each of the locations. Your trainer will inform you of the policy in your store. Please write this policy down. When answering the phone, you should ask how many are in the party as your first question. If the answer is 8 or more, place the caller on hold and inform a manager. If the answer is less than 8, continue taking the reservation by asking for the necessary information. We don t take reservations past 4pm for the same day. Guests may only make reservations for our lounge area before 6:00 pm and after 8:00 pm. Reservations for the 10 s and 20 s are only to be at 6:00 pm and 8:00 pm. CHECK / CREDIT CARD POLICY American travelers checks (no Canadian or Mexican travelers checks) are accepted. Personal checks acceptance varies by store (check with you trainer for store s policy). We accept MasterCard, Visa, Discover, and American Express credit cards. 13

12 HAVE YOUR TRAINER EXPLAIN THE DIFFERENT ROLES OF THE HOST STAND: COORDINATOR, WAIT, SEATER, ROLLER SEATING THE GUESTS When seating guests, proper rotation throughout the restaurant is very important. Station rotation provides a flow so that all servers receive their tables in an orderly fashion. The rotation system must be consistent and remain the same throughout a shift. Any table in our restaurant is available to our guests at any time. Be sure the guests are completely happy with their table. (1) Listen to the greeter s questions and the guest s response. (2) Avoid delaying your guests at the door by having the correct number of menus. (3) To begin escorting the guests into the dining room, say Right this way please!. Engage in conversation while escorting guests. Escort at the same pace that your guests travel. (4) When you have arrived at the selected table, be sure to ask the guest while seating them, Will this table be great for you? (5) Allow guests to get comfortable at the selected table, then hand each guest a menu. Tell them their servers name. (6) Be sure that one roll-up is in front of each guest. Pull any extra roll-ups and take to the rollup stations. (7) Go by the menu stations and pick up extra menus before returning to the front door. (8) Communication between the person seating and the greeter/coordinator is a must. The person seating will also be in close contact with the wait staff. Watch for trouble spots; i.e. a server who has been double seated or a guest who has not been acknowledged by a server. (9) Upon opening, and also during the mid-afternoon, make sure that the seated tables are greeted immediately. (10) It is your responsibility to keep the kitchen informed of tables that have been seated during the middle of the afternoon and the last hour of business.

13 DOUBLE SEATING SERVERS A Double seat occurs when a server is sat one party right after another. When this happens, it makes the server s job more difficult and it becomes a challenge to perform up to standards. Obviously, this should be avoided whenever possible. However, there are four times when this is acceptable. They are (1) When a guest requests a specific server (2) When the restaurant is on a wait, (3) When guests with reservations arrive, and (4) When a guest selects a different table other than the one you ve chosen. Try to keep track of double seats and inform a manager if the server is getting very busy or in the case of a triple seat. WAIT LIST PROCEDURES - HANDLING THE WAIT When our restaurant goes on a wait, the manner in which the guests are treated when they first come through our doors not only determines their first impression of us, but also whether they will be willing to wait. Go that extra mile to make them feel comfortable. Direct guests to areas where they will be out of the traffic flow, preferably to the bar, this will offer them a more pleasurable wait. Assure guests you will page them when their table is ready. When all the tables in the restaurant are full, and guests continue to enter, a Wait has begun. Once a wait begins, follow these procedures: (1) Give all guests the same friendly, energetic welcome as before the wait started. (2) On open table: A. Guest s name B. Note the party size and estimated time for their wait. C. All big tops (large parties) are to be circled. (3) Wait List abbreviations/special Instructions: A. WC - wheelchair B. HC - highchair C. C - infant carrier D. WS - will split (if large party, ask if they would mind splitting) E. C2B - chair to booth (for parties of five, ask if they mind a chair pulled to a booth) F. WOP Waiting on party (4) Inform guests how long until they will be seated, and direct them to the lounge. (5) Inform the guests you will page them as soon as their table is available. (6) If a guest or guests choose to be sat before the entire party arrives, be sure to get the name or names of those who will be joining them. In open table enter their name and the table number where you have sat the others so you will be able to easily direct the rest of the guests to their party. (7) Do not seat large parties until at least 75% of the party is present.

14 ESTIMATION OF LENGTH OF THE WAIT (1) Determine what stage of the meal the guests already seated are in. A. Tables with appetizers are just starting and will take longer to turn. B. Tables with desserts and/or credit card vouchers will be clearing shortly. (2) You need to count the number of names on your list and take that number times two and then add five minutes. For example, if you had ten names on the list, ten times two is twenty so your quote time would be twenty to twenty five minutes. (3) Always get a manager to quote a time of wait for a large party. WAIT FLOW (1) The greeter is responsible for taking names in open table for the wait. (2) The person seating should let the coordinator know how fast tables are turning so that wait times can be adjusted accordingly. * If you should ever seat a party that is waiting for some other members to arrive, please make sure that you take the name of the party and indicate which table you sent them to* PAGING MANAGERS When a manager has a phone call, put the caller on hold and press the pager number that the manager has for the day. Press the number two times and he/she will know there is a phone call for them. You are responsible for the phone call until a manager has taken the call. (F2) There are times when you will need to call a manager to the lobby. A. When we re going on a wait (F1) B. A guest complaint or request (F1) C. Notify manager of a large party (F1) When you do need to call a manager to the lobby, you do so by paging them. To page them, you do so by pressing their pager number one time.

15 TELEPHONE PROCEDURES Handling phone calls is also a very important part or your duties. Being helpful and polite is essential. Whether the phone call is from a guest, purveyor, or employee remain professional at all times. 1. Answer the phone immediately within two rings. Remember to smile before you pick up the phone. 2. Proper answering procedure is Thank you for calling Hefner Grill on the East Wharf this is (your name). 3. Speak slowly and distinctly; be polite and professional in a business- like manner. 4. When putting a call on hold, say Would you mind holding? Be extra careful to never forget about someone who has been put on hold. Check back after one minute and every minute until the call has been answered. 5. When a call comes in for a manager: A. Page the manager to inform him/her of the call. (F2) B. If necessary, inform the caller a manager will be with them shortly. C. The call is your responsibility until the manager answers the call. 6. When a call comes in for an employee: A. Take a message and give it to the manager to give to the employee. B. If the caller informs you the call is an emergency, inform the manager. 7. When a call comes in for one of our guests: A. When the guest comes to the front, direct them to the courtesy phone. 8. When taking messages for someone who is not in, you should fill out a message card. The information you should obtain from the caller is: A. Who the call is for B. Date and time of the call C. Name of the person calling D. Company they are with, if applicable E. Phone number, message if any and best time to return call F. Your signature, as the person who took the message

16 THE FIVE FORBIDDEN PHRASES Callers Hate to Hear: Recommended Responses: 1. I don t know... That s a good question! Let me check and find out. I don t know is taking the easy way out. If you do not know, tell the caller you are going to find out for them. 2. I can t do that... Here is what I can do Offer a positive alternative; the caller does not want to know what we can not do, they want to know what we can do for them. 3. You ll have to... What you will need to do The caller does not have to do anything. Use the word need, it sounds much friendlier. 4. Hang on a second... Are you able to hold? You need to ask if the caller is able to hold and then wait for their response. Make sure they are able and willing to hold, before putting them on hold. 5. No... Eliminate the word no at the start of a sentence. We do not want to begin a sentence with No, this is negative; instead offer a positive alternative to the same question.

17 HOST/HOSTESS PHONE DRILL QUESTIONS 1. Describe the Atmosphere at Hefner Grill. 2. Describe Hefner Grill s Menu. 3. I would like to make a reservation for (4) people. 4. I would like to make a reservation for (8) people. 5. I need to place a To-go order. 6. Who is the owner of Hefner Grill? 7. How do I contact the owner? 8. Do you have any Bar Specials? 9. How should we dress for Hefner Grill? 10. Do you have any menu items for our kids? 11. Where are you located? 12. What are your soups today? 13. What is your fish today? Is it fresh or frozen? 14. May I put my name on the wait list by phone? 15. Do you cater outside of the restaurant? 16. Are you Partners in Education with any schools? 17. Are you owned by another company? 18. Are most of your foods frozen? 19. Are your soups homemade? 20. Do you have any TV s in the bar; are any of them BIG Screens? 21. Can you page a guest for me? 22. May I speak with Billy (a waiter)? 23. Are you hiring now? 24. Can you accommodate a wheelchair? 25. Do you do anything special for birthdays?

18 PIVOT POINT SYSTEM The pivot point system is designed to eliminate confusion and must be used at all times here at Hefner Grill. We do not want to auction off food. The pivot is the point in the aisle where the service person stands to take the order. The seat to the service person s immediate left when he/she is standing at the pivot point is number 1, (It is position #1 whether it is occupied or not), continuing around the table clockwise is number two, three, four, etc.. The host staff needs to know the pivot point system for a several reasons, they are as follows: A. If a guest stops you and asks you to get their server B. If a guest needs to see a manager C. If a guest tells you it is someone s birthday at the table D. For any other reason that you would need to communicate to a manager or a server about a particular person sitting at a table

19 WHY GUESTS QUIT 10 % Competitive reasons 17 % Product dissatisfaction 73 % Quit because of attitude of indifference toward guests by some employee I AM YOUR GUEST You often accuse me of carrying a chip on my shoulder, but I suspect that this is because you do not entirely understand me. Is it not normal to expect satisfaction for one s money spent? Ignore my wants and I will simply cease to exist. Satisfy those wants and I will become increasingly loyal. Add to this satisfaction any little extra personal attention and friendly touches you can dream up; and I will become a walking advertisement for your restaurant. When I criticize your food or service, which I certainly do whenever I am displeased and to anyone who will listen to me...take heed. I am not dreaming up displeasure, the source of it lies in something you have failed to make my eating experience as enjoyable as I had anticipated. You must find that source and eliminate it or you will lose my friends and me as well. I insist on the right to dine leisurely or eat in a haste according to my mood, schedule or other circumstances. I refuse to be rushed and I abhor waiting. This is an important privilege that my money buys for me. If I am not spending big money with you this particular time, just remember that if you treat me right I will be back later with a larger appetite, more money to spend and probably with a number of my friends. I am much more sophisticated these days than I was just a few years ago. I have grown accustomed to better things and my needs are more complex. I am perfectly willing to spend more money with you when I have more money to spend, but I insist on quality to match your prices. I am, above all, a human being. I am sensitive especially when I am spending money. I cannot stand being snubbed, ignored, or looked down upon. I am proud. My ego needs nourishment of a friendly personal greeting from you. It is important to me that you recognize my own importance to you and that you appreciate my business. Of course, I am a bit of a show-off too, but do not condemn for that because you are probably a little hammy at times yourself. Just smile and indulge my whims as best you can. Remember that while you are feeding me in the literal sense, my money is figuratively feeding you. Whatever my personal habits may be you can be sure of this, I am a real nut on cleanliness in restaurants. Where food in concerned, I demand the strictest sanitation measures. I want my meals handled and served by the neatest of people in sparkling clean dishes. If I detect signs of carelessness such as dirty fingernails, cracked dishes or soiled tablecloths, you will not see me again. I am your guest now, but you must prove to me again and again that I have made a wise choice in selecting your restaurant over others. You must convince me repeatedly that being a restaurant guest is a desirable thing in the first place. I can, after all, eat at home. You must provide something extra in food and service, something superior enough to beckon me away from my own table and draw me to yours. You must provide the incentive for me to eat out DO WE UNDERSTAND EACH OTHER?