Chapter 1
Hospitality
Our Approach to Hospitality
At Yumbii, hospitality is more than just being efficient—it’s about delivering a personalized, memorable experience that keeps our guests coming back. While we operate in a fast-paced environment, taking that extra step to engage with our customers sets us apart.
Hospitality is a balance between structure and the personal touch. Structure ensures consistency, while the personal touch makes each guest feel valued and unique.
Key Hospitality Practices
Engage with Guests: Hospitality at Yumbii means making personal connections. Whether it’s remembering a regular’s favorite order or suggesting something new, it’s about showing you care.
Little Extras Matter: Always be ready to go the extra mile—whether that’s suggesting a cocktail pairing or ensuring a guest knows about our sauce options. These small gestures enhance the guest’s experience.
Proactive Service: Anticipate guest needs. Don’t wait for a guest to ask for something—if you see a need, address it before it becomes an issue.
Measuring Success:
Metrics used to assess performance include tips vs sales, alcohol sales, total sales, COGS, average check amount/guest spend, reviews, expo efficiency, and order-taking efficiency. These will be evaluated regularly to ensure Yumbii's hospitality standards are being met.
Greetings & Steps of Service
Greeting Guests
Greet guests within 10 seconds of entering the restaurant.
Use an enthusiastic, energetic greeting like, "Hey there! Welcome to Yumbii, ready for some tacos and margaritas?"
Make eye contact, smile, and be approachable—set the vibe for a fun and relaxed experience.
Handling Line Buildups
If the line begins to build up, acknowledge guests immediately with a quick, "We’ll be right with you!"
When fully staffed and expo is covered, utilize handheld POS devices to take orders directly from customers in line. This speeds up service and keeps the line moving efficiently.
DON’T STRESS ABOUT A LINE AT THE POS! Ever noticed there’s always a line at Starbucks? That’s what makes beloved brands so popular - demand! When we started the first Yumbii food truck, we were always stressed about the line… until we realized the line was success! Our customers know that it might take time to place their order but the food will come out quickly on the other side! So do your best and don’t stress!
UPSELLING
Why Upselling is Important
Upselling benefits Yumbii by boosting check averages, but it also enhances the guest experience by introducing them to popular or premium items they might enjoy.
IT HELPS YOU because most people tip based on check price. Higher check averages equal higher tips!
Upselling Techniques (Examples)
Add-ons: Suggest pairing tacos with our house-made guacamole or queso: “How about adding some guac to your order?”
Drinks: Promote the bar, “Our margaritas pair perfectly with those tacos—would you like to try one of our signature cocktails?”
Specials: “We have an awesome special right now—try our [special item] before it’s gone!”
Modifications: Offer suggestions on how guests can customize their meal to fit their preferences, whether it’s adding protein, swapping ingredients, or making dietary modifications.
Timing
Offer suggestions at natural points during the conversation, but never push too hard. The key is to make the guest feel they’re getting extra value.
POS Operation & Order Taking
Using the POS System
Logging In: Ensure you log into the system under your assigned profile before beginning service.
Order Input: Input orders accurately and quickly, including any special requests or modifications. Use your knowledge of the menu to assist guests in choosing the best options.
Menu Navigation: Familiarize yourself with the POS layout and all menu categories to make the order process efficient.
Payment Processing: Yumbii is a cashless establishment, so you’ll only handle credit card, debit card, and mobile payments like Apple Pay.
Correcting Errors: Know how to correct errors in the system, adjust orders, or void items. If unsure, ask a manager for assistance.
Order Taking Best Practices
Upselling is Key: Upselling is critical for enhancing the guest experience and increasing check value and tips. Always be ready to suggest modifications, additions, and upgrades.
Guest Experience Focus: Order taking at Yumbii isn’t just about efficiency—it’s about delivering a personalized experience.
Confirm Every Order: Always repeat the order back to the guest for accuracy. Confirm any special requests or modifications to avoid mistakes.
Speed & Attention: Be efficient in taking orders, but never rush the guest. Maintain a balance between speed and hospitality.
Opening Side-Work
Preparing the FOH for Service
Handwashing & Sanitizing: First, wash your hands thoroughly. Then, grab a red sanitizing bucket, fill it with sanitizer, and place 1-2 towels inside.
A-Frame Setup: Ensure all A-Frames are set up in their designated locations outside.
Beverage Station Setup:
Brew fresh teas and fill agua frescas.
Make sure the bar is stocked and ready—set up bar mats, shakers, salt/sugar/Tajin rimmers, and check the cooler lights.
Bar Setup: Gently place chairs on the ground and arrange the bar area, ensuring it's ready for service.
Check with Kitchen: Communicate with the kitchen to confirm sauce levels and any other needs before the rush begins.
Condiments and Supplies: Stock all necessary items (napkins, utensils, takeout containers, etc.) for both the bar and self-serve areas.
Stocking & Organizing Supplies (Placeholder for Details):
FIFO (First-In, First-Out) for food safety and stock rotation.
Labeled chemicals for FOH, binders for training/reference materials, and recipe books.
Specific measurements and detailed instructions are covered in detail in the Opening Side-Work Section.
RESOURCES
Utilize the Opening Checklist HERE to make sure ALL opening steps are complete.
On-Shift Side-Work
Maintaining FOH Cleanliness & Efficiency During Service
Customer Area: Regularly wipe down tables, counters, and bar areas to maintain cleanliness. Keep the space looking inviting.
Stocking: Check and restock items frequently (napkins, utensils, cups, etc.) in both the dining and bar areas.
Trash Disposal: Empty trash bins as they fill up and make sure the disposal areas are clean.
Restroom Checks: Conduct hourly restroom checks to ensure they are stocked and clean.
Inventory: Make note of items that appear to be in low stock on the inventory notice board.
Utilize the Mid-Shift Checklist HERE to make sure ALL opening steps are complete.
Closing Side-Work
Cleaning: Thoroughly clean and sanitize all surfaces—countertops, tables, beverage stations, and the bar.
Replenishing Stock: Ensure all supplies are stocked for the next day—sauces, condiments, teas, agua frescas, and bar items.
Breakdown & Clean Equipment: Breakdown, scrub, and wash all food service equipment including tea urns, Cratcho machines, & bar equipment.
Clean & Sanitize Restrooms: Use appropriately labeled chemicals to clean and sanitize all mirrors, sinks, surfaces, & toilets in that order. Sweep floors, remove trash, and mop floors after mopping the dining room.
Trash Removal: Empty all trash bins and replace with fresh liners.
POS Shut Down: Log out of the POS system and ensure everything is organized for the next shift.
RESOURCES: Utilize the Closing Checklist HERE to make sure ALL opening steps are complete.
Handling Customer Complaints
Approach 1: Apologize & Act Quickly
Immediately acknowledge any complaints. Apologize sincerely and offer a solution quickly.
Example: “I’m so sorry about that. Let me see how we can fix that for you!”
Ensure any issues are resolved to the customer’s satisfaction before they leave the restaurant.
Approach 2: Empathy & Follow-Up
Listen to the customer’s concerns and show empathy.
Take steps to ensure the issue won’t happen again, and thank them for bringing it to your attention.
If needed, escalate to a manager if the situation requires further attention, compensation, or if the guest is dissatisfied in any way.
Conclusion
At Yumbii, your role is central to creating a unique and personalized dining experience. It’s the balance of efficiency and hospitality—that extra step, the personal touch—that makes Yumbii special. Whether you’re serving tacos or margaritas, it’s your Yumbii vibe and attention to detail that leave a lasting impression on our guests.
Continue learning, growing, and delivering a dining experience that’s uniquely Yumbii. We’re excited to have you on the team and can’t wait to see the impact you’ll make!
