HOW TO HANDLE SUGGESTIVE SELLING?

OBJECTIVE

To ensure that all F&B team know the standards.

POLICY

To maximize guests satisfaction

It is the policy of the hotel that all F&B team follow the same standard. To ensure the guests’ are aware of the special to enhance the guests’ choice and to generate potentially additional revenues

PROCEDURE

Approach guest table

Uniform are clean, neat and tidy

Greet the guest with a smile

“Good morning/ afternoon/Evening

Gentle tone of voice

Slowly and clearly. Stand upright in good

Posture with a warm smile

Maintain eye contact

Suggest menu items

Say” Excuse me, Sir/Madam, May I recommend you e.g. Our Chef’s special for today?”

or…

“Allow me to suggest our daily special .”

or…

“May I suggest a nice home made _____ to go with your coffee?”

or….

Our signature items, Sir/madam are…”

Gentle tone of voice

Slowly, clearly and politely

Menu items suggested are available

Thank the guest on completion

“Thank you for your order Sir/Madam”

Politely, Cheerfully

With a warm smile