Service E-book for new hostess staff AT GOLDEN BEE RESTAURANT, THE BROADMOOR HOTEL GOLDEN BEE 1 Lake Avenue, Colorado Springs, CO 80906, United States | (844) 602-3343 | Presented By: Yadawadee Kaetthong
Duties of Opener, Mid and Closer HOST DUTIES 04 The appropriate words to use when conversing with guests APPROPRIATE WORDS 05 Important things to use the OpenTable system for taking table reservations Floor plan OPENTABLE SYSTEM 19 CONTENTS Table of What inspired The Golden Bee? THE GOLDEN BEE'S HISTORY 02 Phone number Time of piano live play and sing a long Mug’s location How to use the machine to sell the bee’s souvenir How to do shift report Should and shouldn’t do THE GOLDEN BEE IMPORTANT INFORMATION 11
GOLDEN BEE HISTORY
GOLDEN BEE HISTORY What inspired The Golden Bee? The Golden Bee at The Broadmoor, Colorado Springs, Colorado, is a restored authentic English Pub of the 19th century. It came to America in the early 1800's from London, England, and was in business in the London Terrace section of New York City. The Pub was dismantled to make way for an apartment complex and fortunately was crated and stored in a Chelsea District warehouse where it was discovered by W&J Sloane and Company, a decorating firm commissioned by The Broadmoor in the late 1950's. It opened its doors to patrons of The Broadmoor on May 27, 1961, with the hand-carved African mahogany figures and "gingerbread" glistening anew. Etched glass for the doors was produced from history books portraying pre-war English pubs. The ceiling of the Golden Bee is the oldfashioned pressed metal type, and the light fixtures were reproduced from illustrations of the gaslight era. Some of the armchairs came from an old British schooner. A grog tub commonly found abroad His Majesty' ships of war over a hundred years ago proudly states "The King - God Bless Him" in the entry of the Bee. A pair of coaching horns, sounded originally as the next posting house was approached, hangs over the back bar. The graceful glass container is an "ale yard" from Daphwood House, Buckinghamshire, and replicas are served to patrons in the Bee. The items and English prints adorning the walls were obtained from various antique and print collectors throughout England All varieties of spirits are offered in the Golden Bee as well as the specialty of steak-and-potato pies, and sandwiches. Ragtime and sing-along piano is performed in the evenings. "You can tell a good pub by the way it fits around your shoulders." That's how an Englishman explained the very special atmosphere that tells you instantly you've come to the right place... a blend of warmth and friendliness, of dark wood colors and sparkling glass, of foaming tankards and good talk. The Golden Bee at The Broadmoor. THE GOLDEN BEE OF PUBS, SNUGS & COSIES Service E-book for new hostess staff | Page 2
HOST DUTIES
01 Duties of Opener, Mid and Closer OPENING DUTIES Plot reservation on the Ipad Unlock Cabinets and check stock Call and confirm reservation for big party (More than 5) Assign Sever on the ipad Unforward the phone "Don’t Forget to Do a Morning Shift Report" MID-SIDE DUTIES Restock and Organized merch Restock toothpick, crayons, sing a long sheet, cards Check if from need to be printed (Line ups, Song request, Cancelation list, Cheese spread) Put back mugs CLOSING DUTIES Fold clothes in cases + Lock cases Plot reservations for tomorrow Make sure no glasses are left outside/ lobby Check floor for debris/trash Wipe down highchairs Restock merch CWFD All to concierge 02 03 Service E-book for new hostess staff | Page 4
APPROPRIATE WORDS
VERBIAGE MAKING YOUR VERBIAGE NATURAL Use words that are comfortable to you. This in turn will help you achieve genuine and sincere interactions. Do not use synonyms that are uncomfortable or unfamiliar to you. There are plenty of words in the English language - if one word does not flow naturally, search for an alternative that is both professional and fitting. PRACTICE MAKES PERFECT! Avoid using "you guys," "hey y'all," "sup?" or other common phrases in casual and social settings. It is easier to not use them at all, versus trying to turn proper verbiage "on" and "off. » Service E-book for new hostess staff | Page 6 The appropriate words to use when conversing with guests 1 2
3 RIVE & RECEIVE FEEDBACK CONSTRUCT Support The Broadmoor by encouraging constructive feedback, starting with your team. Everyone should be willing to politely remind each other when improper phrases, slang, or fillers are in use. Change is only possible when one is aware and actively working on improvement. 4 DON'T BE A ROBOT! Your interactions should flow naturally, always with a focus on the guest in front of you. We never want to become transactional. This can be avoided by catering your conversation to each guest by gathering "golden nuggets!" Service E-book for new hostess staff | Page 7
PHONE ETIQUETTE INSTEAD OF SAYING... Can I help you? How may I assist you? Sec or Second Please allow me one moment to check availability. Yeah Yes, Absolutely, Certainly My Pleasure, Of Course Sure My Pleasure, Of Course I don't know May I find out for you? Allow me to verify. Your kids Your children, Your family You Guys, Ya'll Ladies and Gentlemen, Mr. & Mrs., [Use the Guest's Name] Awesome, Sweet, Epic Gorgeous, Sensational, Incredible, Fantastic, Lovely Gonna go get you a brochure Please excuse me while I gather these brochures. Ums, uhs, ahs, ers [Silence while you gather your thoughts] What do you want? No Problem I can book that for va How may I assist you? I would love to, I'm delighted, It would be my pleasure I would be happy to secure these arrangements. Service E-book for new hostess staff | Page 8
1. 2. What should to say? Confirming Reservations Voicemail: Hello, this is (name) calling from The Golden Bee, I just wanted to give you a call to confirm the reservation you have with us this evening for a party of_ at _ You can give us a call back at (719) 577 5776 to confirm, thank you and have a nice day! Answer: Hello this is (name) calling from The Golden Bee, how are you?... I just wanted to give you a call to confirm the reservation you have with us this evening. Ask about kids (if so, ask about highchair or booster seats) and dietary restrictions/ allergies. Thank you for calling The Golden Bee, this is (name), how may I assist you? 3. When Guest Enters: "Hello! Welcome to the Golden Bee, how are you? ... Do you have reservations with us this afternoon/evening?" (If they don't, get party size, last name, and find an open table if possible) 4. After seating guest: "Your server will be right with you, enjoy!" (Or a good closing statement of your choice) Service E-book for new hostess staff | Page 9
Confirming Reservations and leaving a voicemail: "Hello, this is (name) calling from the Golden Bee, I just wanted to give you a call to confirm your reservation for us this evening for a party of _ at (time). You can give us a call back at (719) 577- 5776 to confirm, thank you and have a nice day!" 5. 6. Confirming Reservations and leaving a voicemail: "Hello, this is (name) calling from the Golden Bee, I just wanted to give you a call to confirm your reservation for us this evening for a party of _ at (time). You can give us a call back at (719) 577- 5776 to confirm, thank you and have a nice day!" 7. When Guests are leaving: "Thank you! Have a great day/night!" 8. When Calling Shuttle: "Hello, can I get a shuttle to the Golden Bee?" Service E-book for new hostess staff | Page 10
THE GOLDEN BEE IMPORTANT INFORMATION
Phone Number Assistant Manager 5419 Bar Del Lago Bellman Main Bellman West Bellman South Concierge Cafeteria Convention SVCS Dining Res David Driscoll Expresso Front Desk Staff 5541 Front Desk Main Front Desk West General Cashier Gift Certificate Desk The Grille Guest Services Computer IT Hotel Bar Housekeeping HR IC Kitchen 5110 5112 5111 5251 5201 5382 5799 3733 5808 5246 5247 5540 5242 6691 5782 3752 3106 6305 5320 6145 5380 Lake Terrace DR 5771 La Taverne Laundry Loss Prevention Natural Epicurean Penrose Penrose Lounge Play Restorante Del Lago Room Service Seven Falls Signature Shop 5772 Spa Stewarding Summit Summit Bar Uniforms Valet 1858 Enginering Golden Bee Office Shuttle Golden Bee Chef 5377 5785 5736 5773 5411 5796 5120 5774 6700 5740 4949 6150 5896 5423 5456 3749 6758 5781 5707 5110 5786 Concierge West 5557 Emergency 5100 Service E-book for new hostess staff | Page 12 Restaurant in our property Frequently used
Live piano play start at 7pm Sing a long start at 9pm Everyday Time of piano live play and sing a long Piano Service E-book for new hostess staff | Page 13
Mug’s Location Service E-book for new hostess staff | Page 14 Lobby Host Stand Back Hall Clock Tower Back Bar Locker
1. When guests want to buy souvenirs, How to use the machine to sell the bee’s souvenir Service E-book for new hostess staff | Page 15 The first step is to slide the employee card. After that, select a table to open the check. 2. Scan the barcode of the product and inform the guest of the amount to be paid. When the guest wants to pay, press the Tender button.
3. If the guest wants to pay via card, press the "rGuest CC Auth" button. If they want to pay via another method, press Auth to select another option. (If the guest wants to pay by cash. You have to walk to the bar and ask the bartender for change) 4 When the guest has paid and signed the receipt. The final step is to close the check. Slide the card again, press the “Tender” button and press the “Accept” button to close the check Service E-book for new hostess staff | Page 16
1. The first step in doing How to do shift report Service E-book for new hostess staff | Page 17 so is you must turn on the machine by sliding the employee card. After that press the” Report” button. 2. Press "Shift Report" (At this point, you need to use a manager or Supervisor card) and then press “Shift Reset” 3. When you press the “Shift Report” and “Shift Reset” buttons, you will receive a receipt detailing the amounts for goods sold during your shift and fill the detail in the report sheet. When it's time for you to close your shift Most importantly, you have to do "shift report"
Should and Shouldn’t do Service E-book for new hostess staff | Page 18 Always carry a food allergy charge with guests whenever discover that they have food allergies. If guests want to book tables for party sizes greater than or equal to 10, please ask their information and write it in the “Large party reservation request form” then bring it to the manager or supervisor to consider. For large party reservation, we have to inform the guest every time that we need only one check. To give the waiter enough time to properly serve the guests, avoid double seating them. Before bringing guests to the bar, check the bars. Whether it be examining the bar's cleanliness or the number of rooms that are available. Do not let guests wait for a long time.
OPENTABLE SYSTEM
What is OpenTable? OpenTable is a reservation system for restaurants. OpenTable is the most important system to help organize reservations in a restaurant Whether assigning a server, organizing reservations, making reservations, taking guest information etc. OPENTABLE SYSTEM Service E-book for new hostess staff | Page 20
Making a Reservation 1. In the upper right corner of the Floor Plan, tap the Reservation icon. Service E-book for new hostess staff | Page 21 2. Select the Date. 4. Select a Shift & Time. Make sure that you don't choose a time that appears with red text. Red text means there are no tables available and choosing that time might overbook the restaurant. 3. Select the Party Size. Make sure to read any Special Occasion / Event Notes that may appear on the left hand side How to Use OpenTable
Service E-book for new hostess staff | Page 22 If they haven't dined with you before, type the guest’s first and last name and tap Add to Guestbook. Then, type in the phone number 6. Add any Tags, Visit Notes, and Guestbook Notes for the reservation. Tags: List of commonly used items, such as VIP, Friend of Chef, etc. Visit Notes: Notes that are relevant for this reservation, but not every time the diner visits (ex. Birthday, Anniversary, Requests Patio, etc.) Guestbook Notes: Notes that appear every time the guest visits your restaurant (ex. Gluten Free, Vegan, VIP, etc.) How to Use OpenTable 7. Tap Select your name to choose your name from the list. If your name doesn't appear in the Recent Users, tap Show All to find your name. 8. Tap the green check mark to complete the reservation. 5. Start typing the Guest's name. If they've dined with you before, their name will appear as you begin to type. Tap their name and their information will populate automatically.
Seat or Pre-Assign a Reservation Service E-book for new hostess staff | Page 23 How to Use OpenTable In the OpenTable for Restaurants app, the Floor Plan tab has been selected. On the left side, all existing reservations will be listed. To the right of each reservation will be a table icon. The current table number the reservation is assigned to will appear on the right side of each guest's name. Shown in the example above, the reservations for Clifford Walton and Janice Burgress for the table icon the square around that is black, this shows that those reservations have been hard assigned to that specific table. The other reservations for David Deleon and Elvera Klem have the table icon and the square around that as the same grey color as the rest of the listing. This shows those reservations have been soft assigned to that table by the system. Selecting the Table will bring up the options to Seat Now or Pre-Assign
Service E-book for new hostess staff | Page 24 How to Use OpenTable Table 14 has a dotted line around it as this is the current table the reservation is assigned to Tables 14, 21, 23, and 24 have a circle around them and are lighter in color as these are recommended tables based on the party size and availability In the example below, the following information is shown: One or multiple tables can be selected to Seat or Pre-Assign a reservation to. Once a table has been selected a solid square will outline the table and the option Seat Now will turn blue and is able to be selected. Once Seat Now is selected the reservation status will change to Seated immediately and will be assigned to the one or multiple tables that were selected. Selecting the drop-down arrow next to Seat now will bring up the option to Partially Seat the reservation. Pre-Assign will only adjust the table the reservation is assigned to.
Assigning a Server to a Section Service E-book for new hostess staff | Page 25 How to Use OpenTable This can be from the Server Sections on the iPad app. Servers can be assigned to designated sections on the current day, or for a future date. 1. Select Server Sections from the Menu 2. At the top, select the Date and Shift the servers will be assigned to 3. From the list, select the Table Icon next to the server you wish to assign, the screen will change to Select tables for Server 4. Select the tables from the floor plan for that specific server 5. Select Done assigning when completed The Server Sections will now be visible on the Floor Plan
Service E-book for new hostess staff | Page 26 Floor plan
Floor plan Service E-book for new hostess staff | Page 27
Golden Bee restaurant