Hospitality first, sales second
Great front-of-house service makes guests feel welcomed, respected, informed, and looked after. When we sell well, it feels like helpful guidance, not pressure.
1. What Service That Sells Means
Service that sells is not about pushing people to spend more. It is about noticing what would make their visit better and offering it in a warm, confident, respectful way.
- We greet people quickly and sincerely.
- We use respectful language with every guest.
- We know the menu well enough to guide choices.
- We offer specific suggestions, then accept the answer gracefully.
- We watch for guests who need help before they have to chase us.
Guests should leave feeling like we paid attention, gave useful information, and made their visit easy.
2. Greeting Every Guest
A greeting is not a script. It is the first signal that the guest is seen. Even if you are busy, a quick acknowledgment matters.
| Moment | Good Language | Avoid |
|---|---|---|
| Guest walks in | "Kia ora, welcome in. We'll be right with you." | Ignoring them until you are free. |
| There is a wait | "It will be about 10 minutes. I'll keep you updated." | "It won't be long" when you do not know. |
| Guest leaves | "Thanks for coming in. Have a great afternoon." | Letting them leave without acknowledgment. |
Everyone owns the welcome. If you see a guest waiting, acknowledge them even if another staff member will help them.
3. Respectful Language & Boundaries
Friendly service should still feel professional. Different guests have different comfort levels, cultures, ages, and expectations. Respect creates trust.
- Do not call guests pet names such as honey, sweetheart, darling, babe, or love.
- Do not touch a guest unless there is a true safety emergency.
- Do not comment on a guest's body, age, accent, spending, or personal life.
- Use warm neutral language: "folks", "team", "everyone", "you two", or simply "you".
- If a guest gives a name, use it respectfully and naturally.
Our tone can be relaxed and welcoming without becoming overly personal. The guest chooses how casual the interaction becomes.
4. Own Your Section
Whether you are hosting, serving, running food, pouring drinks, or clearing tables, think of your area as something you are responsible for.
5. Product Knowledge Sells
You cannot make a genuine recommendation if you do not know the product. The best suggestions come from real knowledge and honest enthusiasm.
- Know the beer styles, ABV, flavour notes, and guest-friendly descriptions.
- Know which dishes are spicy, rich, light, shareable, vegetarian, gluten-free, or good for kids.
- Know the current specials and what makes them worth mentioning.
- Taste menu items when offered during training or pre-shift.
- Ask kitchen or bar for one clear selling point when something is new.
"The pilsner is crisp and clean, great if you want something refreshing" is stronger than "All our beers are good."
6. Gentle Suggestive Selling
Guests appreciate helpful ideas. They dislike pressure. The difference is timing, tone, and whether the suggestion fits what they seem to want.
- Build trust first: greet, listen, answer questions.
- Make one specific suggestion.
- Use positive body language: open posture, friendly eye contact, and a relaxed vertical nod when offering a confident recommendation.
- Do not shake your head sideways while making a positive suggestion.
- If the guest declines, accept it immediately and move on.
| Instead Of | Try |
|---|---|
| "Do you want drinks?" | "Can I start you with one of our house beers or something non-alcoholic?" |
| "Any starters?" | "The oysters are a great share option if you want something light before mains." |
| "Dessert?" | "If you want something small to finish, I can show you what we have today." |
| "You should get this." | "My recommendation would be this one because it matches what you said you like." |
A good suggestion helps the guest decide. Repeating it after a no becomes pressure.
7. Read the Guest
Not every table wants the same kind of service. The skill is adjusting without changing the standard of care.
- A quick lunch table may value speed and clarity.
- A group celebrating may welcome more guidance and storytelling.
- A family may need kid-friendly timing and practical help.
- A guest asking detailed questions may enjoy product knowledge.
- A guest giving short answers may want space.
Reading the guest does not mean making assumptions about what they can afford, what they will tip, or what they should order. Treat every guest with equal respect.
8. Recovery: When Something Goes Wrong
Service recovery is part of service that sells because trust is often built in how we handle mistakes.
- Listen without interrupting.
- Acknowledge the issue clearly.
- Apologize without blame.
- Tell the guest what you will do next.
- Follow through or get a manager quickly.
"I'm sorry that happened. I'll check this with the kitchen now and come straight back to you."
9. Practical Sign-Off
This online module checks understanding. A manager should also observe service behaviours during a shift.
- Greets arriving and leaving guests.
- Uses respectful, neutral language.
- Does not touch guests or use pet names.
- Makes one helpful, specific recommendation.
- Accepts no gracefully.
- Knows current specials, beers, and menu talking points.
- Spots guests who need help without waiting to be asked.
- Communicates handoffs clearly to the team.
Knowledge Check
Answer the questions below. You need 8 out of 10 to complete the module.