Section 10: Housekeeping You Live By
Lesson 10 of 12
How to talk on the floor
+10 XP
Full DO/DON'T table for -facing language.
Do
- • Use the guest's name when you have it.
- • Say my pleasure when a guest thanks you. Always.
- • Smile while you talk.
- • Match the guest's energy. Quiet for quiet, fun for fun.
- • Say my pleasure or you are welcome.
- • Apologize for waits with a real reason.
- • Direct guests with confidence: water is over there, drinks are in the fridge.
- • If a guest says thanks, look them in the eye and say my pleasure.
- • Use phrases that show you care: I will take care of it, I have got you, on it.
Don't
- • Say no problem, no worries, all good, you got it, sure, yep.
- • Talk to coworkers while a guest is at the counter.
- • Argue with a guest about what they ordered.
- • Use slang or jargon the guest does not know.
- • Make excuses for a mistake.
- • Disappear without acknowledging a waiting guest.
- • Roll your eyes, sigh, or look annoyed in front of a guest.
- • Say I just work here or that is not my section.
- • Look at your phone or screen while a guest is talking to you.