Chapter 2
The Yumbii Philosophy
At Yumbii, our service is more than just taking orders and delivering food—it’s about creating a memorable, welcoming experience that keeps guests coming back. As members of the FOH team, you’re at the heart of every interaction, shaping each guest’s impression of Yumbii.
We believe that every moment, from the first greeting to the final farewell, is an opportunity to make a positive impact. This training will walk you through our Steps of Service, laying out the essentials for providing attentive, friendly, and efficient service in our counter-service setting.
CORE CONCEPTS
To deliver the Yumbii experience, we focus on five key concepts that tie together each step of service. These guiding principles will shape how we approach every interaction, ensuring that guests feel valued, enjoy their meal, and leave excited to return.
Warm Hospitality at Every Interaction
A genuine welcome and a friendly tone make a lasting first impression. As the initial point of contact, your role in greeting each guest warmly sets the stage for their entire experience with us. Every encounter should convey that they’re in a place where they’re valued and appreciated.Elevated Service in a Fast-Paced Environment
Yumbii’s counter-service model is designed for efficiency, but we go beyond by adding personal touches that make each interaction special. Guiding guests through their choices, offering thoughtful suggestions, and confirming details show that we’re attentive to their needs and committed to delivering an elevated dining experience.Uncompromising Quality at Expo
Expo is our final checkpoint to ensure that every meal is accurate, well-presented, and complete. Attention to detail here is critical—it’s our commitment to quality and consistency that makes every Yumbii meal something guests look forward to and enjoy without worry.Proactive Service and Cleanliness for a Welcoming Atmosphere
An organized and clean dining area reflects our commitment to comfort and quality. By staying attentive to guest needs, pre-bussing, and keeping the dining area spotless, we ensure a welcoming environment that guests feel comfortable in, encouraging them to linger, relax, and enjoy.A Lasting Farewell
A thoughtful goodbye reinforces the positive experience we’ve provided and leaves a final, lasting impression. Thanking guests sincerely, inviting them back, and mentioning upcoming specials lets them know they’re welcome anytime and encourages them to return.
What to Expect in Our Training
Setting the Tone
In the following modules, you’ll learn how to apply these core concepts to every step of the Yumbii service experience. Each module will cover practical techniques and best practices for specific service steps, including greetings, order-taking, upselling, expo, follow-up care, pre-bussing, table turnover, and farewells. You’ll gain the tools and skills to create a consistent, memorable experience that brings our core values to life.
As you move through the training, keep in mind that every action, no matter how small, is an opportunity to deliver on our promise of hospitality. At Yumbii, we aim to exceed expectations, making each guest feel like they’re not just at a quick-service restaurant, but at a place that truly values their experience. With each module, you’ll see how our core concepts come together to make Yumbii a destination for flavor, warmth, and exceptional service. We’re excited to have you as part of the Yumbii team—let’s bring our unique blend of hospitality and quality to every guest, every day.
Why This Matters to You
At Yumbii, we know that our success depends on the dedication and enthusiasm of our team. Providing great service isn’t just about following steps—it’s about building a work environment that’s enjoyable, efficient, and rewarding for everyone. Here’s how the principles and steps of service we’re about to cover benefit you directly:
Higher Tips Through Exceptional Service
When guests feel welcomed, valued, and satisfied, they’re more likely to leave higher tips. Simple touches like a warm greeting, thoughtful upselling, and proactive attention to their needs translate into a more enjoyable experience for guests and ultimately lead to better earnings for you. Each positive interaction you create builds guest loyalty—and loyal guests are generous guests.An Organized, Stress-Free Shift
Following Yumbii’s steps of service helps maintain order and flow during every shift. From setting up the dining area to keeping it clean and organized, each part of the service flow is designed to make your job easier and the shift smoother. When everyone plays their part, you’ll find that the day moves faster, challenges are easier to tackle, and work becomes more enjoyable.Teamwork and a Positive Environment
Working together to create a great guest experience builds camaraderie and trust among team members. When everyone’s focused on quality, hospitality, and efficiency, shifts feel smoother, energy stays positive, and the work environment becomes a place where you look forward to being. Strong teamwork doesn’t just make the job easier—it makes it more fun.Personal Growth and Recognition
As you develop these skills, you’ll become more confident and capable in your role, building valuable experience in customer service, organization, and communication. You’re not just a server; you’re an essential part of the guest experience at Yumbii. Success in these areas can open doors for more responsibility, recognition, and growth within the company.More Fun and Job Satisfaction
When guests are happy, the energy in the restaurant is uplifting, and that makes the job more enjoyable for you. Each step of service is crafted to create a rewarding experience—for both the guest and you. Working in a fun, positive environment isn’t just good for business; it makes every shift feel rewarding and helps you feel proud of the work you do.
Your role at Yumbii is crucial in creating a positive, successful restaurant experience for everyone involved. The attention to detail, personal connections, and proactive approach you bring to each interaction don’t just benefit the guests—they benefit you and your team. When we all commit to the Yumbii way, the result is a rewarding, efficient, and profitable work environment that makes every shift better.
Let’s dive into how we put these values into action and make every guest experience a memorable one!
SECTION 1
Greeting Guests at Yumbii
The greeting is the guest’s first impression of Yumbii and sets the standard for the entire dining experience. By creating a warm, personalized welcome, we immediately demonstrate our commitment to hospitality, making guests feel valued from the start. This module covers how to deliver a professional yet friendly greeting, make quick but impactful connections, and establish the tone for each guest’s visit.
Purpose of the Greeting
Key Practices for Effective Greetings
Why It Matters: A friendly and prompt greeting within the first few seconds of a guest’s arrival creates an inviting atmosphere. At Yumbii, a warm greeting isn’t just a pleasantry—it’s a signal to guests that they’re about to receive attentive and thoughtful service, unique to our brand. Making guests feel welcome from the outset builds trust and reinforces our brand as an elevated QSR experience.
Goal: Each team member should make the guest feel welcome within 10 seconds of entering.
Key Outcome: Guests feel instantly at ease and ready to enjoy their experience with us.
Acknowledge Guests Quickly: As soon as a guest enters, greet them within 10 seconds, even if you’re finishing up another task. A simple smile and nod, with a quick “We’ll be right with you!” if you’re busy, lets them know they’re seen and valued.
Be Approachable and Friendly:
Smile warmly and maintain eye contact.
Use open body language—stand facing the guest, without crossing your arms or looking at other tasks.
Personalize the Greeting:
Returning Guests: Acknowledge repeat customers by noting something familiar, like their usual order or a recent visit.
Example: “Welcome back! Are you going for the tacos again today, or would you like to try our special?”
New Guests: Tailor the greeting to introduce Yumbii’s concept.
Example: “Hi there! Welcome to Yumbii! We’re known for our tacos with a Tex-Mex twist and fresh margaritas—let me know if you’d like any recommendations!”
Highlight Specials and Best Sellers: Use the greeting to introduce the guest to something popular or unique.
Example: “Our house margarita is a fan favorite—perfect with any of our tacos. Can I get one started for you?”
Reflect Our Brand’s Energy:
Keep your tone upbeat and energetic.
Maintain consistency in greetings so each guest experiences a warm welcome, regardless of when or how busy the shift is.
Example Scripts for a Yumbii Greeting
Script 1: Welcoming New Guests
“Hi! Welcome to Yumbii. Is it your first time here? Let me know if you’d like any suggestions—we’ve got some great taco combinations and drinks.”
Script 2: Engaging Returning Guests
“Hey, welcome back! Going for the [guest’s usual order] today, or do you want to try something new?”
Script 3: Busy Times Greeting
“Hello! We’ll be right with you—feel free to take a look at our specials in the meantime!”
Script 4: Highlighting Specials and Add-Ons
“We’ve got a great drink special today—our house margarita! Would you like one to enjoy with your meal?”
Encouragement to Personalize: Team members should feel free to add their personality to each greeting, keeping it professional but natural. An enthusiastic welcome that feels authentic makes a stronger impression than memorizing lines word-for-word.
INTERACTIVE HOSPITALITY TRAINING EXERCISE
(ROLE PLAY SCENARIO COMING SOON)
Measuring Success:
Greeting as a Key Metric
Why Measure?: The greeting is a primary touchpoint and contributes directly to guest satisfaction. Consistently positive greetings correlate with higher tips, positive reviews, and repeat business.
Guest Feedback on Greeting: Encourage guests to leave feedback on their experience, especially their initial impression, in reviews or during post-meal follow-up. Managers can review feedback to gauge the effectiveness of greetings over time.
Self-Check and Peer Review:
Weekly Reflection: Each team member should reflect on their greeting performance, identifying any opportunities for improvement or increased personalization.
Peer Review: Once per shift, have a team member observe and provide feedback on greetings, focusing on speed, tone, and personalization.
A genuine, warm greeting defines the Yumbii experience from the start. By combining timeliness, personalization, and positivity, FOH staff can make every guest feel valued and excited to dine with us. This first interaction is a key part of our service model and contributes directly to creating a loyal customer base.
SECTION 2
Order-Taking at Yumbii
Order-taking at Yumbii goes beyond simply recording what the guest wants. It’s an opportunity to connect with guests, guide them through the menu, and offer personalized suggestions that enhance their dining experience. By learning to introduce the menu with confidence, personalize the order process, and suggest valuable add-ons, FOH staff help shape a positive guest experience and contribute directly to check averages.
Purpose of Order-Taking
Why It Matters: The order-taking process should feel seamless, welcoming, and personalized. Yumbii’s approach to order-taking is designed to make guests feel understood and well taken care of, while offering options that elevate their experience. By guiding guests through the menu with thoughtful suggestions, staff create a more enjoyable and memorable dining experience.
Goal: Every order interaction is accurate, efficient, and personalized to enhance the guest’s meal.
Key Outcome: Guests feel attended to, receive relevant suggestions, and leave with a positive impression of both the food and service.
Key Practices for Effective Order-Taking
Introducing the Menu:
When greeting new guests, give a brief introduction to Yumbii’s menu concept.
Example: “Our menu has a Tex-Mex foundation with a unique twist—infusing Asian and KBBQ flavors in dishes like our popular tacos and quesadillas. We also have a great selection of margaritas and cocktails that pair well with any meal.”
Highlight popular items or specials, such as the 2 Taco Combo or a house margarita.
Confirming and Personalizing the Order:
Ask if the guest has any preferences or dietary restrictions, such as “Do you have any preferences or dietary needs? I’d be happy to recommend options!”
Repeat each order back to the guest to confirm accuracy, especially for customizations.
Upselling with Purpose:
Suggest complementary items like sides, drinks, or add-ons that naturally go with their order.
Examples: “Our tacos pair perfectly with the house-made guacamole or queso. Would you like to add that to your order?”
“How about a house margarita to start?”
Avoid pushing too hard; keep the upsell friendly and in the guest’s best interest.
Using the POS System Effectively:
Input orders promptly and accurately, including any customizations. Familiarize yourself with the POS layout to streamline the process.
Confirm the order with the guest one last time before finalizing to minimize errors.
Smooth Handling of Modifications:
Always acknowledge special requests positively, like “Of course! I’ll make sure we get that without onions.”
When adding customizations, confirm each one to ensure guest satisfaction.
Sample Scripts for Order-Taking
Script 1: Guiding a New Guest Through the Menu
“Hi! We’re known for our unique twist on Tex-Mex with Asian flavors. Our 2 Taco Combo is popular, and we have fresh margaritas that pair perfectly with our dishes. Let me know if you’d like any recommendations!”
Script 2: Offering Complementary Items
“How about adding some house-made guacamole or queso? They’re great additions to our tacos.”
“Can I get a house margarita started for you to enjoy with your meal?”
Script 3: Handling Customizations
“Got it—one taco, no onions. I’ll make sure they get that right for you!”
“We can definitely substitute guacamole for the queso on that. Anything else you’d like to customize?”
Script 4: Confirming the Order
“Let me repeat that back to you to make sure I got it right: two tacos, one with no onions, and a side of guac. Sound good?”
INTERACTIVE HOSPITALITY TRAINING EXERCISE
(COMING SOON)
Measuring Success:
Order-Taking as a Performance Metric
Why Measure?: Order-taking accuracy and effective upselling directly impact both guest satisfaction and revenue. Guests who experience efficient, accurate, and engaging order-taking are likelier to leave satisfied and return, and effective upselling increases check averages.
Metrics for Success:
Order Accuracy: Track order accuracy through guest feedback and POS data to identify common issues and improve.
Upselling Effectiveness: Review check averages and add-on rates to gauge the impact of upselling practices.
Self-Check and Peer Review:
Weekly Self-Check: Each team member should reflect on their accuracy and efficiency in order-taking, noting areas for improvement.
Peer Review: Periodically observe each other’s order-taking techniques, focusing on menu introduction, upselling, and order confirmation.
Order-taking at Yumbii is about personalization, accuracy, and efficiency. By mastering the techniques in this module, team members not only ensure that each guest receives the correct order, but also feels personally attended to and more likely to explore the menu through thoughtful upselling. This approach reinforces Yumbii’s values of quality and guest engagement, making each order a memorable part of the guest’s dining experience.
SECTION 3
Up-selling at Yumbii
Up-selling at Yumbii isn’t just about increasing the check size—it’s about enhancing the guest’s dining experience by suggesting complementary items that align with their preferences. Through thoughtful recommendations, FOH staff can add value to each guest’s meal, build rapport, and boost guest satisfaction.
Up-selling Scenarios & Sample Dialogues
Scenario 1: Suggesting Drinks to Accompany a Meal
Objective: To practice suggesting a drink pairing that enhances the guest’s meal.
Example Dialogue:
FOH: “Our margaritas are a big hit and pair really well with our tacos. Would you like to try one with your meal today?”
Guest: “Sure, what do you recommend?”
FOH: “If you like something refreshing, our classic lime margarita is a great choice, and we also have [seasonal option] if you’re in the mood for something unique.”
Debrief: Highlight that guests appreciate thoughtful drink recommendations that complement their main dish.
Scenario 2: Recommending Sides or Add-Ons
Objective: To practice recommending sides and add-ons that enhance the meal without feeling pushy.
Example Dialogue:
Guest: “I’ll have the 2 Taco Combo.”
FOH: “Great choice! Our chips and guac are a perfect addition to that combo—would you like to add that on today?”
Guest: “Yeah, that sounds good.”
Debrief: Emphasize that pairing suggestions feel natural when they’re based on what guests already enjoy.
Scenario 3: Encouraging Guests to Try Specials or Limited-Time Items
Objective: To build excitement around limited-time or special items during the ordering process.
Example Dialogue:
FOH: “Just so you know, today we’re featuring our [special item], and it’s only available this week. It’s been really popular, and I think you’d enjoy it with your order.”
Guest: “That sounds interesting; I’ll give it a try.”
Debrief: Encourage staff to promote specials as unique, exclusive experiences that add excitement to the meal.
Best Practices for Up-selling
Know the Menu Inside and Out
Objective: FOH staff should be well-versed in all menu items, including ingredients, flavors, and ideal pairings, to make effective recommendations.
Examples:
If a guest orders a spicy taco, suggest a refreshing drink pairing like a margarita or agua fresca.
For guests ordering smaller items, recommend sides or additional add-ons to complete the meal.
Read Guest Cues and Customize Recommendations
Objective: Tailor up-sell suggestions based on guest preferences, using attentive listening and observation.
Examples:
If a guest asks about spicy items, recommend the Buffalo Chicken taco with a cooling side like guacamole.
For guests who seem undecided or ask for suggestions, highlight popular items or specialties.
Present Up-sells as Enhancements, Not Extras
Objective: Use positive, engaging language that emphasizes the value of each suggestion.
Examples:
“Our house-made queso makes a great starter while you wait for your tacos.”
“This taco is even better with a little of our signature sauce on the side—would you like to add it?”
Offer Specific, High-Value Add-Ons
Objective: Suggest high-value add-ons like drinks, sides, and sauces that complement the main order and improve the overall experience.
Examples:
Recommend a margarita to pair with spicy tacos.
Suggest a combo meal option that includes a drink or dessert.
INTERACTIVE HOSPITALITY TRAINING EXERCISE
(ROLE PLAYING FOR UPSELLING)