Morning Matters Server Workbook

Morning Matters Server Workbook

Guests are on the road, away from the comforts and familiarity of home. Your number 1 job is to create a great breakfast experience where they can relax, be themselves and balance work and life on their own terms. Morning matters server training will help you succeed. Along the way, you ll also accomplish these Training Objectives: Increased tips Improved breakfast traffic Enhanced guest service and satisfaction What Really Matters First and foremost, you really matter. You re a valuable member of the Breakfast Service Team. Without you, there d be no way to make the morning matter for guests. Keep in mind, however, that not all guests are the same. Nor do they want the same type of service. That s why reading the table is critical. Look for activities such as a laptop computer in use, a newspaper casually being read, frequent checking of a wristwatch anything that sheds light on guests service expectations. If it feels right, you can ask: Can you take your time for breakfast this morning or are you on a tight schedule? Reading the table will also help you identify different types of breakfast guests and what really matters to them. Research has identified four categories: Breakfast Believers. They believe breakfast is necessary to start the day off right. Somewhat traditional, they not only make breakfast a habit, but also may be the most likely to look for the best value. Ham N Eggers. If you have a buffet, they ll likely gravitate toward that. Signature menu items and other full-meal options will also be tempting. Breakfast Grabbers. They may eat and run or just want something to go. Speed of service tends to be a priority, although dieters and health-conscious guests may also fall into this category. Breakfast Skippers. You may not see many of them, unless they re meeting someone in the dining room. In those instances, they ll probably have beverages only. Regardless of guests breakfast habits, one common thread runs throughout they like to feel in control of their experience. 2 Morning Matters

Exercise In the space provided, describe what kind of food and/or beverage you could recommend to guests in each category: Breakfast Believers: Ham N Eggers: Breakfast Grabbers: Breakfast Skippers: Hospitality Promise SM Program Despite your efforts to provide exceptional service, there will be occasions when guests just aren t satisfied. At those times, you can turn to the Hospitality Promise SM to make everything right. The Holiday Inn Hospitality Promise If you re not satisfied with any part of your stay, just let us know. We promise to make it right, or you won t be charged for that part of your stay. To turn an unhappy situation around, you may have to initiate a Service Recovery: Listen to the guest without interrupting. Apologize, never making excuses or shifting blame. Fix the problem. If the guest is still not satisfied, honor the Hospitality Promise. SM Use your common sense. Simply re-cooking the food may take care of the issue. You can even put the solution in the guest s hands by asking: How can I make this right? Whenever you can t resolve the problem even after honoring the Hospitality Promise SM notify your supervisor or the Manager On Duty (MOD) immediately. Morning Matters 3

Exercise In the space provided, describe a situation you ve personally experienced that could have been resolved using the Hospitality Promise SM : Principles of Best-4-Breakfast TM Once you understand what really matters to guests, you re ready to exceed expectations as you deliver on the Best-4-Breakfast Promise: Best-4-Breakfast Promise To make your breakfast the best, we promise to honor -4- simple principles: Quality Real food, freshly prepared with brands you trust coffee made from 100% Arabica beans, orange juice from Florida (not concentrate), Grade A eggs, thick-cut bacon and fresh fruit. All served the way you ask for it. Selection All your breakfast favorites from traditional bacon and eggs to luscious Cinnamon Supreme French Toast and hearty Skillet Inspirations. Service Friendly, down-to-earth people who treat you right and get you in and out as quickly as you need. Value When you compare, we re sure you ll be back again and again. Supporting these -4- principles of Best-4-Breakfast are Signature Menu Items as well as the -4- Service Signatures mandatory standards of behavior designed to make the most out of guests breakfast experiences. 4 Morning Matters

The 4 Service Signatures A warm, sincere greeting is essential when creating a positive first impression. This is also the time to begin executing The 4 Service Signatures. Service Signature: OJ First. Once guests have been greeted, the first order of business is to suggest a refreshing glass or a full carafe of Simply Orange OJ (Tropicana for Canada.) OJ, in fact, is the single most effective way to increase the breakfast guest check and, in turn, your restaurant s profits. OJ First Procedures: Pre-set all breakfast tables with juice glasses large enough to hold at least a regular 8 oz. portion. Approach the table with a full carafe of Simply Orange OJ (Tropicana for Canada). Offer the OJ in 8 oz., 14 oz. or full carafe prices. Pour as requested. Take the remainder of the beverage order. Take the OJ carafe away when you leave, unless guests have decided to purchase the entire carafe. Try to take beverage orders before water is served. Doing so will help keep guests from simply defaulting to water and thwarting your juice sales. As you suggest the orange juice, nod your head up and down, smile, and present the carafe prominently in front of you. NOTE: Alternate OJ First Procedures exist. Consult your Supervisor to find out which procedures to follow. Morning Matters 5

Exercise How many ounces are in a regular, large and carafe portion of juice and how much does each cost? List the information in the spaces provided: Regular Large Carafe Ounces 8 14 Price $ $ $ Now write down the juice procedures in your own words. Feel free to look back if necessary: Service Signature: Coffee Now Aimed at improving service and boosting tips, Coffee Now Procedures provide guests with their own pot of hot, freshly brewed coffee. 1 Coffee Now Procedures: Pre-set all breakfast tables with coffee mugs (or cups with saucers). Have carafes ready in the service area. If guests order coffee, fill the carafe and return to the table. Fill the guests mug or cup first, then leave the carafe on the table. Offer to refill mugs or cups whenever checking back on the table. Research has shown that guests feel more in control of their breakfast experience when they can serve themselves coffee. More control produces more satisfied guests, who tip better and return to Holiday Inn more often. Exercise In the space provided, write down what you could say to greet guests and find out if they ll be having coffee: 1 Rainforest Alliance Certified Coffee is required for all USA Best-4-Breakfast hotels; in Canada the specification is Nabob. 6 Morning Matters

Service Signature: Estimate Time of Service Not knowing what to expect can cause guests unnecessary irritation and misunderstandings. It may seem risky to commit to a time, but it actually helps you communicate better and head off problems before they blow up. It s really simple. Just repeat the order, to make sure you ve gotten it right, and then tell guests about how long it should take: I should have your meal in about minutes. Hey, things happen, everyone knows that. So, if it looks like the deadline will be missed, just let your guests know what s going on ahead of the deadline and re-set their expectations. That way, you can identify and address any concerns before they become big problems. That s the beauty of having clear expectations. Estimate Time of Service Procedures: Use this rule of thumb when making estimates: Actual time of service plus three minutes. That will provide enough cushion to exceed guests expectations. Offer a range of time. For example, if preparation for a skillet is 10 minutes, adding three minutes makes it a total of 13. You then may wish to quote 12-15 minutes. If you re unsure about delivery times for any menu item, seek guidance from your Supervisor or an experienced server. Also take into account these considerations when making estimates: Preparation times. Are some items going to take an especially long time? Order simplicity. A cold, simple continental breakfast, for example, requires no cook time. Business and staffing levels. Is the kitchen swamped? You may need to pad your estimate. Exercise In the space provided, write down three reasons you think a guest would like to know the estimated time of service: 1. 2. 3. Exercise In the space provided, write down one or more reasons why estimating the time of service could be difficult or challenging. Morning Matters 7

Service Signature: Departure Cup and Lid Want to finish on a high note, delight your guests and ring up better tips? With this signature, you can do all that. You ll make a lasting impression when you make this wonderful gesture: I thought you d like a to-go cup and lid, so you can take the rest of your drinks when you go... no charge. Have a great day. It s a coffee cup, but guests are free to use it for any of their beverages: coffee, tea, soda, juice, water, whatever. And, if they have a drink that includes free refills, make sure to top their to-go cup off as needed, just to make sure they are good to go. Your guests are going to love this, and love you for being so considerate. Departure Cup and Lid Procedures: Bring an IHG approved Cup and Lid for each coffee-drinking guest at the table when doing your meal check-back. Guests may pour their remaining coffee in the cup. Or you can offer to fill it for them using the thermal carafe. It s also acceptable to leave a cup for any reason you deem appropriate, whether guests have been drinking tea, hot chocolate, juice or even water. In the case of free refill beverages, you may offer to bring out a fresh to-go portion. NOTE: You re not obligated to provide additional juice, milk or other beverages you d normally charge for when additional portions are requested. 8 Morning Matters

Great Breakfast Service Great breakfast service is all about taking care of the details. Consider these steps every shift: Drop the check. It s mandatory to leave the guest check on the table when breakfast entrées are served. Afterward, don t stray too far. Check back with guests after a couple of bites, making sure everything has been prepared to their satisfaction. Ask if there s anything else you can provide condiments, perhaps to make their breakfast even better. Don t forget little something extras. They ll help you exceed expectations. Examples include providing extra napkins for guests with children or offering to pour coffee whenever you check on a table. Try to anticipate needs before guests have to ask. Pre-clear the table. Both for your guests and the guests of co-workers as you walk by. Any time you can take away plates, bowls, glasses, etc., that are no longer needed, you improve the breakfast experience and the efficiency of your entire team. Get out of the weeds. When you re slammed or falling behind: Call for help. Your Supervisor or MOD will know how to come to the rescue. Tell the kitchen. The cooks may be able to step up their preparation of key items or help in some other way. Set or re-set expectations. If guests have ordered and you realize the estimated time of service will run long, it s important to apologize, explain the delay and state the new time of delivery. If trouble is expected at the time of taking the order, apologize and tell guests you re experiencing delays. The key is to under-promise and over-deliver in your time commitments. Build your knowledge. Study your menu cover to cover not just the names of signature dishes and items, but also ingredients, extras, substitution options and prices. Guests will occasionally want an item different from the one specified on the menu, or they ll ask for a special method of cooking. It s policy to accommodate all reasonable substitutions and special requests. If you re uncertain what to do (Do we have the item? Should we charge more? Will it delay the order?), check with your Supervisor. Morning Matters 9

Exercise In the space provided, write down the main ingredients and prices of the menu items listed: The Best-4-Value Breakfast Skillet Inspirations Buffet if applicable This Server Workbook trusts that you already know the minimum requirements of taking an order, from recording guest information on the check to asking the right questions after orders of eggs ( How would you like those cooked? ), steak ( Rare, medium, well-done? ), toast ( White or wheat? ) and other like items. It s also helpful to describe specials as well as recommend side orders, larger portions and beverages, even if guests declined juice and coffee at the greeting stage. Excel at the Art of Suggesting. In addition to your juice and coffee suggestions, master these five tips in the art of suggesting: 1. Promote the Simply Orange carafe. How about a carafe for the same price as two of our 14-ounce servings? It holds about a liter. 2. Assume the sale. The Buttermilk Pancakes are served with warm syrup, but they re even better topped with blueberries or strawberries. Which sounds good to you? 3. Suggest your favorites. I like that with a side of Skillet Browns. Interested? 4. Use the menu to sell. Our Skillet Inspirations are listed right here. I really like the All-American. NOTE: Consult your Supervisor s Guidebook for more Art of Suggesting scripts. Exercise In the previous section, circle the three Art of Suggesting tips that you re most likely to use on a daily basis. 10 Morning Matters

End high. Whether guests are charging to their room or paying with cash or credit card, it s wise to be prompt. You can provide top-notch service every step of the way, then blow it with a slow check settlement. Consider the closing minutes of the breakfast experience a figurative kiss good-bye reminiscent of family departures in your own home. Always thank guests for their business and invite them back for a return visit. For example: Thank you for visiting us. I hope you ll come back and see us again. Have a terrific day! Congratulations! You ve just completed this Server Workbook. Hopefully, it has reinforced skills you already know and, perhaps, planted the seed for future improvements. Remember, you re an invaluable member of the breakfast team and play a pivotal role in the guest experience from beginning to end. It s up to you to make guests feel welcome with a warm greeting, helpful menu suggestions, accurate order-taking, on-time delivery, the little something extras and a sincere farewell. Exercise Make a commitment today to apply what you've learned. In the spaces provided, write down the most important thing to remember about each part of Morning matters: 1. What Really Matters: 2. The 4 Service Signatures: 3. Great Breakfast Service: Now all that's left to do is to get started. What are you waiting for? Morning Matters 11