The Guest

Guests are not dependent upon us -- we dependent on them him (or her).

A guest is NEVER an interruption of our work – s/he is the purpose of it.

A guest does us a favor when s/he comes here -- we are not doing him/her a favor by serving them.

A guest is part of our business -- not an outsider.

A guest is not a cold statistic -- he is a flesh and blood human being with feelings and emotions, like our own.

A guest is a person who brings us his/her wants -- it is our job to fill those desires.

A guest is deserving of the most courteous and attentive treatment we can give him/her.

A guest is the lifeblood of Kellari Taverna.

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GREETING GUESTS 

What happens during the first two or three moments when a guest or guests walk into Kellari Taverna will have an enormous impact on the feeling they take away with them, regardless of how good the food is.  So whatever else we do, we have to make sure that we’re welcoming our guests properly and making certain that they feel at home as soon as possible. 

Your responsibility, remember, is to be the consummate host or hostess.  Your job is to welcome your guests and guide them through your wonderful new home and all it has to offer.  And who knows your home better than you do?  You know all the subtleties of our food and beverage offerings and have insight into the menu that our guests can’t possibly have.  They are hoping that you will watch out for them and be able to assure them a wonderful experience.  They are expecting you to recommend things and cater to their needs throughout their time with us. 

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DEVELOPING GUEST AWARENESS 

We expect you to develop an awareness of your guests--who they are and what they want and try not to jump to conclusions.  Never assume that someone is un-adventurous or disinterested.  You do them and yourself a disservice. 

See Yourself As A Guide

Your job isn’t merely to serve guests, but to be their guide, their host.  So play the role.  Don’t assume that people will ask for what they want.  You have to anticipate.  You have the product knowledge that they seek.  You hold the keys to their enjoyment.  Our guests have accepted our invitation to have us take care of them.  However, they are the ones paying and the ultimate decision is theirs.  Never make a guest feel uncomfortable about their decisions.

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Guest Complaints

Our guests have a right to complain, and we welcome their feedback, negative though it may be.  It keeps us on our toes.  Remember that a guest who has a complaint but doesn’t get a chance to voice it is a guest we’ll probably never see again (and a guest who will tell friends about the “bad” experience). 

At the first sign of trouble, inform your Manager.  That’s what they are there for. Don’t be a hero and don’t let a problem situation escalate.  Trust your instincts--if there is the possibility of anything going wrong on the floor, let your Manager know immediately.  No potential problem is “too small” or trivial.

How To Respond Initially

1.   Thank the guests (yes, thank them) for bringing the matter to your attention.  They are doing us a favor by giving us the opportunity to set things right before leaving our establishment.  Remember our main concern is to keep our guests happy and to make sure that when they leave, they feel as though they have been treated marvelously. 

2.  Apologize to defuse the situation (but don’t overdo it).

3.  When making an accommodation, inform the Manager of the guest’s wishes.  There are typically three options: 
A. Replace the item with the same item
B. Replace the item with another item
C. Remove the item from the bill-with the Manager’s approval 

We will make whatever accommodation the guest wants that are within reason and within our power to give-without argument, without lecturing, without protesting.  Remember, SERVICE RECOVERY is key.  Our goal is to have every guest leave satisfied. 

If The Guest Complains After The Plate Has Been Cleaned

It doesn’t matter.  The complaint is still valid, and we still acknowledge it the same way-by apologizing.  This time, express regret that they hadn’t told you earlier, explaining that you would have been delighted to replace or exchange items.  Alert you Manager to the situation. 

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