G.R.I.N.D
Steps of Service.
Restaurant
G - Genuine Greeting
1. Greet guests within 5 seconds of their arrival.
All staff have a responsibility to acknowledge guests at the door
2. Make eye contact and smile, ask how you can help.
LISTEN to what the guest says
Direct as appropriate
Never start with - have you booked?
3. Take guest to most suitable table
Ask a question to build rapport on the way to the table
How are you ?
How is your day going so far?
4. Hand correct menu to guests
R- Recommend, Relay and Ready
1. Introduce the server.
(this may be yourself)
2. Discuss availability of menu items
Make a personal or brief sheet recommendation.
3. Offer complimentary Still or Sparkling water
4. Ask for Drinks
Echo back order
5. Place order on Ipad
The Drink Journey and The wine journey (5 step)
6. Ask for Allergens
7. Take food order
Knowledge is Power,
Make suitable up sell recommendations
Echo back order
8. Setting the table for success
Lay the correct cutlery, crockery and condiments.
Remove food menu and leave at least 1 drink menu correct for the time of day.
I - Impeccable Service
1. Food Ticket Journey (5 step)
2. Name the dish when serving the table
3. Check back, after 2 minutes
“How is everything?”
"Can I get you some more drinks?”
N - Notice and Needs
1. Look at the table
Listen to the table
React to the table
Notice a guest needs ,enhance a guest experience.
2. Clear the table once everyone has finished
Remove the plate the same way they were delivered
3. Return to table and give dessert and drink menus
With personal or brief sheet recommendations.
5. Take the order
echo back
Upsell - "Is that a large?"
6. Put order on the Ipad
7. Setting the table for success
Lay the correct cutlery, crockery and condiments.
D- Delivery and Devotion
1. Clear and Clean the table once everyone has finished
2. Ask if your guests would like anything else
3. Offer Retail/ Grind at Home
the brief sheet will direct you to the current retail offer or incentive.
4. Present the bill
5. Take the Payment
6. Give a fond farewell
Counter Steps Of Service
G - Genuine Greeting.
1) Greet within 5 seconds of arrival.
See , Smile , Say Hello
All staff have a responsibility to acknowledge guests at the door during busy periods acknowledge, engage and look up from the till.
Eye contact and body language both engaging and honest.
R - Recommend ,Ready and Retail
1) Ask to Takeaway /Eat In
2) Take Order - Echo back not in a list.
Is that a large ? Recommend size upgrade.
3) Recommend an add on.
This could be your personal favourite pastry or juice/smoothie.
4) Ask for Allergies
Only If guest orders food, Juice or Smoothie
5) Recommended Retail/ Grind at Home.
Gesture to the open pod tin ask guest to take a pod sample if they want
Let guests know that in store spends over £25 get any pink tin for £5
6) Ask black card or Grind App
(1 Point per coffee or cocktail , free coffee or cocktail, per 10 points)
7) Can i take a Name for the order please ?
Take a guests name enter on Revel order
(This will only be called out if there if there is an order collection issue)
I - Impeccable Service
Invest in the guest’s experience, acknowledge loyalty for regulars, all customers should feel special.
1) Take Payment
Is contactless ok ?
2) Direct the guest to the takeaway area gesturing where appropriate.
2) Direct to table if having in gesturing where appropriate.
If Guest is sitting in Move to R- Recommend, Relay and Ready on the restaurant steps of service
N - Notice & Needs.
1) Speed of Service
Make the coffee order within 2 minutes / let your team know if orders go red, and ask for support.
2) Latte Art every time.
3) Call out order when ready to collect
refer to order name if there is confusion at collection point
D - Delivery & Devotion
1) Give a fond farewell, make sure you make it energetic and authentic!
It’s every team members duty to give fond farewell.
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