Guest Greeter. Guest Greeter Rev. Date: 6/15 1/5 P a g e

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1 Guest Greeter In this lesson you will learn how to make a great first impression with guests, as well as the details needed to execute transactions, To-Go procedures and lastly how to properly keep the Salad Bar fresh and full! The Guest Greeter sets the tone for every dining experience through their friendly and sincere greetings, correct transactions and by having a clean and organized front counter. At CiCi s our guests plan on buying either an all you can eat Buffet or place To-Go order. But they don t know what else they want and this is why we always suggest Large Cups, Wings, Larger sized pizzas or additional toppings during a transaction. Setting a Great First Impression: Have a positive attitude Smile Make eye contact as you greet them with a sincere Hi! Welcome to CiCi s! Look for ways to go above and beyond o Offer high chairs and booster seats. If a child is being carried then you should offer one to the guest. o Make casual conversation Are you having a nice day? o Ask every guest Have you dined with us before? If the guest says no, explain the buffet: The buffet includes all you can eat Pizza, Pasta, Soup, Salad and Dessert. My name is, please let me know if I can assist you with anything. If the guest says yes, welcome them back to CiCi s, give your name and offer your assistance. o Always give guests their receipt and explain how the survey works The First Impression of Cleanliness: Doors, entry area floors and windows must be clean. Front counter must be kept clean, organized and clutter free. Only what is needed to complete a guest transaction should be on counter. Greet guests with a sincere Hi! Welcome to CiCi s! within 5 seconds of entering the restaurant or as they reach the front counter. Keep plates, cups and trays (where applicable) stocked at all times. Guest Greeter Rev. Date: 6/15 1/5 P a g e

2 Completing a Transaction: Always verify the cash drawer before ringing up any sales. Roll play transactions with manager: 1. Hi! Welcome to CiCi s! 2. Would you like a buffet with a large soft drink or tea today? Always nod your head yes when suggestively selling an item Never suggest water Always offer a large soft drink or tea and Wings 3. Would you like to add some of our delicious Crisp Baked Wings? 4. Input order into the POS system 5. Collect cash or Credit 6. Give each guest his or her receipt and explain the guest survey Suggestive Selling: Offer the guests more every time. The guests may not have thought about wings, or a large drink but since you mentioned it they may say that sounds good, thanks! Other Details Have an understanding of discount and special promotions currently in place. Have an understanding of all pricing; adult, child, children 3 and under, small and large drinks, child drinks, and To-Go cups. Anyone 11 years of age or older should be charged the adult buffet and drink price. Learn how to tender all coupons and gift cards. The maximum amount of cash that you should have in the register is $400. A Cash Drop is preformed when the register exceeds $400. To execute a cash drop you should pull the large bills out of the cash register, both the Team Member and Manager must count and agree on the amount that will be deposited into the safe. Both Team Member and Manager must sign the cash drawer log. If a drop needs to be made you should discreetly make the manager aware by saying I need a CD (cash drop). Salad Bar When you are not attending to a guest you will need to be focused on keeping the salad bar full, fresh and clean at all times. The first thing you ll need to do is wash your hands and put on new food service gloves. All ingredients on the Salad Bar should range between 33 F - 40 F. Notify management immediately if any ingredient exceeds 40 F, as it will need to be discarded. The salad bar should be continuously monitored for cleanliness and should be wiped down at least every 5 minutes when possible. Salad bar dressing bottles should always be at least halfway full. The salad bar must be filled and flipped at the end of every shift so that the oldest product ends up on the top and used first. FIFO! Carrots should be orange and crisp with no evidence of drying out. All salad bar items should be filled to the fill line of the pans and must always be a minimum of ½ full at all times. Cherry/Grape tomatoes must be de-stemmed and washed for 60 seconds, then drained before serving. Guest Greeter Rev. Date: 6/15 2/5 P a g e

3 To-Go The To-Go pizza segment is a very competitive market! In order for us to grow this part of our business we must execute on all flawlessly! Have a happy and upbeat tone of voice when you answer the phone sounding friendly and excited to take care of their order. Smile when you answer the phone, the guests can t see it but they will be able to hear it over the phone! To-Go Knowledge Pricing: Fill in the blanks below to have complete knowledge of your store s specific pricing. One Topping Large Round Pizza Additional Topping cost One Topping Medium Round Pizza Additional Topping cost One Topping Large Deep dish Pizza Additional Topping cost One Topping Medium Deep dish Pizza Additional Topping cost Large Meat Eater Pizza Large Super Supreme Pizza Size and number of slices for To-Go Pizzas: Large Round pizzas are 14 and have 10 slices Medium Round pizzas are 12 and have 10 slices Large Deep Dish pizzas have 12 slices Medium Deep Dish pizzas have 8 slices Flatbread pizzas have 12 slices Other products: Flatbread pizza - 12 slices (Cost is ) Medium Garlic Cheesy Bread - 24 pieces (Cost is ) Cinnamon Rolls - 20 rolls (Cost: ) Round Desserts - 14 slices (Cost is ) Fudge Brownies - 24 pieces (Cost is ) Wings 5, 10 or 20 pieces (Cost is ) Guest Greeter Rev. Date: 6/15 3/5 P a g e

4 T0-Go Orders The phone should be answered before the 3 rd ring! A To-Go guest on the phone should never be put on hold longer than 60 seconds! If a guest asks if you deliver you should respond with: Although we don t deliver, we have the tastiest pizzas in town and at the best price and we can have your order ready in just minutes Phone Script 1. It s a great day at CiCi s at (location). My name is, how may I help you? Always smile on the phone. Your guests can feel if you are radiating a contagious smile! 2. Suggestive sell the following items Additional Toppings Delicious Wings Desserts Garlic Cheesy Bread 3. Input the order into the POS System and repeat the order back to the guest 4. Quote a pick up time. Example Guest Greet: It s a great day at CiCi s located in Stacey. My name is Billie. How may I help you? Guest: I would like 2 large Pepperoni pizzas Guest Greet: Would you like to add extra cheese to your pizzas today? Guest: No, I m good Guest Greet: How about some delicious Wings? Guest: That sounds good. How do they come? Guest Greet: 5, 10 or 20 with your choice of sauce. Guest: I ll take 10 hot Guest Greet: Perfect, So I have 2 large Pepperoni pizzas and 10 hot wings. Is there anything else for you today? Guest: That s it. Guest Greet: Okay can I have your name? Guest: Jill Guest Greet: Jill, Will have you order ready in 15 minutes. If the order is to be picked up at a later time you should write R/A and the time on the back of the ticket. R/A stands for Ready At. To-Go times should be kept to 10 minutes whenever possible! This is determined by the current level of business, production amounts at the Cook Station and number of orders on the ticket minder. Guest Greeter Rev. Date: 6/15 4/5 P a g e

5 When a Guest Arrives: If a guest arrives to pick up an order that is not ready you should ring up the order and complete the transaction. Do not remove the ticket from the Cut station! Always offer Parmesan Cheese and Red Pepper with To-Go orders. Do not open Pizza Boxes to show them the pizza as this lets the hot air escape from the box and may be cold by the time they get home. Buffet on the Go: The Buffet on the Go includes: 3 slices of pizza, 2 slices of desserts or Garlic Cheesy Bread and a 22oz. To-Go drink. Suggestive Selling: Offer the guests more every time. The guests may not have thought about desserts but since you mentioned it they say that sounds good, thanks! You could offer desserts, additional pizzas, wings, larger size pizzas, extra toppings or To-Go drinks. If an Order cannot be found: If an order cannot be found you should ask the guest if the order could be in a different name, what was on the order or would they like to call home to confirm the location. Get the manager to help assist in making the guest happy. Guest Greeter Rev. Date: 6/15 5/5 P a g e