Central London & Southbank Service Matters

From the 7 points of service, what are the 3 engagement opportunities?

A Big Hello! Checkback and A Great Goodbye

A Big Hello! The Food and The Bill

The Order, The Food and A Great Goodbye

A Big Hello! Checkback and The Bill

A Big Hello! - In how many seconds should a guest be acknowledged at the door?

30 seconds

15 seconds

5 seconds

10 seconds

If you don't have time to seat a guest, what is the perfect CREW way a guest can be acknowledged at the door?

Smile at the guests, say how are you?

Hi! Good to see you! Someone will be with you shortly!

A Big Hello!

All of the above, plus be yourself

Our Food - How long should it take for main courses to be served after a guest orders them?

20 minutes

45 minutes

Depends on the kitchen

15 minutes

Speed - How quickly should you offer a drink to a guest once they have been seated?

Ask if they would like a minute

At the point of seating a guest, and going forward at any point in the experience

Don't worry about the speed! They're here to relax!

Give them 5 minutes

Check Back - If a customer is looking around, what should you do?

Ignore them, it's not your section

Approach them with a smile and ask if they need anything

Run away and hide!

Start clearing the plates

Our Food - If a customer's food is going to be longer than 20 minutes what can you do?

Check in with the kitchen, inform the manager, and be honest with the customer

Wait another 5 minutes

Tell the customer it's busy

Ignore the fact they've been waiting

Which of the below examples is the best CREW Great Goodbye?

Goodbye, see you soon

Nice to see you today

I heard you said you were going to see Top Gun earlier, enjoy the movie!

Bye!

What is the best way to resolve a complaint?

Apologise 10 times, it's better than just apologising once

Saying thank you for the feedback, all feedback is golden

Run away and hide!

Apologise once, thank the guest for the feedback and assure them it will not happen again

What tools are available to you to help with driving CREW?

The Online Talent Academy CREW modules

Advice from your colleagues

The 7 points of perfect service, and the pre shift brief

All of the above

At what point(s) can you engage with the customer about our PE Loyalty App?

At A Big Hello!, The Order, and The Bill

At A Big Hello!

At The Bill

At Check Back

Central London & Southbank Service Matters

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