Chapter 2
SECTION 1
Expediting = Excellence
Expo is the final checkpoint where Yumbii’s food quality and service standards come together. At this stage, FOH staff ensure each order meets quality standards, is correctly prepared, and is packaged thoughtfully for guests.
This module covers the steps for maintaining accuracy, presentation, and communication with BOH to keep the flow efficient and ensure every order delights the guest.
Purpose of Expo
Key Practices for Effective Expo
Why It Matters: Expo is the last opportunity to verify that each order meets Yumbii’s standards for quality, accuracy, and presentation. Attention to detail and proactive communication at expo prevents mistakes and ensures guests receive orders exactly as they expect, which builds trust and reinforces our commitment to quality.
Goal: FOH team members should confirm accuracy, quality, and presentation for every order before it reaches the guest.
Key Outcome: Orders are delivered complete, correct, and visually appealing, enhancing guest satisfaction.
Best Practices:
Order Accuracy Check:
Carefully review each item against the ticket, checking for add-ons or special requests.
Mark items as they are placed in the bag or on the tray to ensure no items are missed.
Example: “This order has one taco with no onions and a side of guacamole. Everything looks correct—let’s package it up.”
Food Presentation and Quality Control:
Inspect each item to ensure it meets Yumbii’s standards for portion size, garnishing, and temperature.
For cold and hot items, confirm they are at the correct temperatures, and request a fresh preparation if any items fall short.
Visual Cue: Keep sauces, garnishes, and utensils upright and neatly arranged to reflect a professional presentation.
Communication with BOH:
Use clear, respectful language when requesting adjustments. Include specifics about missing or incorrect items to avoid confusion.
Example for Missing Ingredient: “Disculpa, falta guacamole en el taco” (Excuse me, the taco is missing guacamole).
Example for Temperature Adjustment: “Disculpa, por favor, rehaga el taco—it’s not hot enough to meet our standards.”
Proactive Tray Setup:
Anticipate upcoming orders by arranging trays with sauces, utensils, and any other essentials in advance.
Use the check system to move tickets down the line as items are prepared, and ensure trays are complete before delivering.
Tip: Group sauces, utensils, and napkins based on order size to speed up packing and delivery.
Managing the Check System:
Place checks on the check holder to maintain visibility.
Move each check down the line as items are prepared, and “stab” completed checks to indicate readiness.
This step keeps orders organized, ensuring items aren’t missed during busy times.
Sample Phrases for Expo Communication
Script 1: Requesting a Correction for a Missing Item
“Disculpa, falta [missing item] en el plato. Gracias.”
Script 2: Confirming Customizations with BOH
“Necesito una corrección—este plato sin cebolla, por favor.”
Script 3: Polite Temperature Adjustment
“Por favor, rehaga el plato—no está caliente” (Please remake the dish—it’s not hot).
Script 4: Ensuring Completeness Before Delivery
“This order is ready to go—one taco with extra guac, checked and complete.”
Encouragement for Consistent Communication: Team members should aim to communicate clearly and politely at all times, especially during corrections. Building rapport with BOH helps everyone work more smoothly and keeps the focus on delivering the best guest experience.
INTERACTIVE HOSPITALITY TRAINING EXERCISE
(ROLE PLAY SCENARIO COMING SOON)
Measuring Success:
Expo as a Key Metric
Why Measure?: Expo is critical for maintaining quality and efficiency, directly impacting guest satisfaction and overall service flow. Accurate, timely expo leads to fewer complaints, higher guest satisfaction, and smoother BOH-FOH collaboration.
Metrics for Success:
Order Accuracy: Track order accuracy through guest feedback and FOH reviews of completed orders.
Completion Time: Measure time taken from order assembly to delivery, aiming to maintain efficiency without sacrificing quality.
Self-Check and Peer Review:
Weekly Self-Check: Each team member reflects on their accuracy and efficiency in expo, noting areas for improvement.
Peer Review: Pair team members to observe each other’s expo technique, focusing on organization, communication with BOH, and speed.
Expo is where Yumbii’s quality standards meet guest expectations. By focusing on order accuracy, presentation, and effective communication, FOH staff ensure every order leaves the kitchen just as the guest expects, with a touch of Yumbii’s quality and consistency. Mastery of these practices reinforces our commitment to delivering memorable experiences.
SECTION 2
Follow-Up Care—Building Connections Beyond the Counter
Follow-up care transforms a transaction into a memorable experience by showing proactive attentiveness to guests’ needs as they dine. By making regular, friendly check-ins with guests, offering assistance, and suggesting any additional items, FOH staff create an elevated sense of hospitality that sets Yumbii apart from typical QSRs.
This module covers timing, phrasing, and techniques for follow-up interactions that enhance both guest satisfaction and the opportunity for upselling.
Purpose of Follow Up Care
Key Practices for Effective Follow-Up Care
Why It Matters: Follow-up care lets guests know they’re valued and cared for beyond their initial order. Checking in as guests dine allows FOH staff to proactively address any needs, reinforcing Yumbii’s commitment to hospitality. This is a key opportunity to offer additional items, such as drink refills or desserts, making the guest feel attended to while adding value to their visit.
Goal: Every guest feels acknowledged, comfortable, and well taken care of throughout their meal.
Key Outcome: Guests experience a higher level of service, feel engaged, and are more likely to return.
Best Practices:
Timely, Proactive Check-Ins:
Make a brief, friendly check-in shortly after the guest receives their food to ensure everything meets their expectations.
Follow up periodically during the meal, but avoid hovering. Aim for a few well-timed visits that feel helpful, not intrusive.
Example: “How’s everything tasting? Do you need any extra napkins or another drink?”
Offer Additional Items Thoughtfully:
Use the check-in as a chance to offer refills, an extra round, or a dessert if appropriate.
If the guest seems interested, proceed with the upsell; if they seem hesitant, simply offer assistance.
Example: “Can I get you a refill on your drink, or would you like to try one of our desserts today?”
Be Observant and Discreet:
Stay aware of guests’ body language and table cues—empty plates or glasses often signal a need.
If you notice that guests are finishing a course, offer to take away empty dishes to keep the table clean and comfortable.
Tip: Approach quietly and respectfully, so guests feel attended to without feeling interrupted.
Encourage Feedback:
Ask if there’s anything else they need or anything that would improve their experience.
Acknowledge their feedback positively, even if it’s constructive criticism.
Example: “Is everything to your liking? We’re always happy to hear how we can make your experience even better!”
Personalize the Experience:
Recognize and address returning guests with a personalized approach, remembering preferences where possible.
This extra effort shows guests that Yumbii values their repeat visits and aims to make each experience as enjoyable as possible.
Example Scripts for Follow Up
Script 1: Initial Check-In
“How’s everything tasting? Let me know if you need any extra sauces or napkins!”
Script 2: Offering a Refill or Additional Round
“Can I get you a refill on your drink, or would you like to try one of our margaritas for the second round?”
Script 3: Suggesting Dessert
“If you’re in the mood for something sweet, our churros are amazing”!
Script 4: Encouraging Feedback
“Is everything to your liking? We’re always looking for ways to make your experience even better, so don’t hesitate to let me know.”
Encouragement to Adapt: FOH staff should feel free to use their personality when checking in, keeping the approach friendly and sincere. Personalization makes guests feel seen and valued, creating a stronger connection with the Yumbii brand.
INTERACTIVE HOSPITALITY TRAINING EXERCISE
(ROLE PLAY SCENARIO COMING SOON)
Measuring Success:
Follow-Up as a Performance Metric
Why Measure?: Effective follow-up care ensures that guests feel attended to and that any issues are addressed promptly. Tracking follow-up effectiveness helps maintain consistent service quality and identifies opportunities for training improvements.
Metrics for Success:
Guest Feedback on Follow-Up: Gather feedback from guests on their experience, particularly on whether they felt well attended to throughout their meal.
Check Average: Monitor upsell success rate during follow-ups, such as additional drink or dessert sales.
Table Turnover Efficiency: Track how follow-up and pre-bussing efforts impact table turnover time, especially during peak hours.
Self-Check and Peer Review:
Weekly Reflection: FOH staff reflect on follow-up interactions, noting which techniques felt most effective and where improvements could be made.
Peer Observation: Team members observe and provide feedback on each other’s follow-up care, focusing on timing, tone, and guest response.
Follow-up care is an essential part of Yumbii’s service model, allowing FOH staff to build rapport, ensure satisfaction, and offer additional items that enhance the guest experience. By mastering timing, tone, and awareness, FOH staff can provide guests with proactive, attentive service that sets Yumbii apart and encourages repeat visits.
SECTION 3
Upselling Extra Rounds—Enhancing the Guest Experience
Upselling extra rounds of drinks, particularly Yumbii’s signature margaritas, is a strategic part of enhancing guest experience and driving revenue. This module focuses on the best practices for timing, phrasing, and approaching guests about additional drink rounds in a natural, non-intrusive way. By mastering this, FOH staff can create a more relaxed and engaging experience, ultimately contributing to both guest satisfaction and check averages.
Purpose of Upselling Extra Rounds
Why It Matters: Upselling extra rounds of margaritas or other alcoholic drinks keeps guests engaged, allows them to fully enjoy their experience, and provides an opportunity for FOH staff to build rapport. When done thoughtfully, this step adds value to the guest’s visit, creating a memorable dining experience.
Goal: FOH staff should be attentive to opportunities for additional rounds, with an approach that feels natural, friendly, and considerate of the guest’s dining pace.
Key Outcome: Guests feel relaxed, attended to, and encouraged to enjoy a full experience at Yumbii, while check averages benefit from the added drinks.
Key Practices for Upselling Extra Rounds
Best Practices:
Time the Upsell Appropriately:
Look for natural pauses in the guest’s meal as cues for suggesting another round.
A good time to approach might be when the main course is about halfway finished or if a drink is nearing empty.
Example: “How’s everything tasting? I noticed you’re almost out—would you like another margarita?”
Highlight Specials and Popular Pairings:
Use Yumbii’s signature margaritas and drink specials as an anchor for the upsell.
Example: “Our house margarita is a guest favorite—it pairs really well with tacos. Can I get another round for you?”
Suggest Rounds with a Relaxed, Enjoyment-Oriented Approach:
Emphasize the idea of unwinding and enhancing the meal rather than simply “selling” a drink.
Example: “Can I bring you another drink to keep the good vibes going? The [drink special] is perfect if you’d like to try something new.”
Be Attentive and Responsive to Guests’ Body Language:
Pay attention to guests’ responses and body language—if they seem interested, proceed with the upsell; if they seem reluctant, offer a gentle alternative or simply respect their choice.
Avoid Over-Upselling:
While upselling is key, be mindful of guests’ preferences and avoid pushing. One well-timed suggestion is usually enough.
Example: “No problem at all—if you change your mind, just give me a wave, and I’d be happy to get another round started.”
INTERACTIVE HOSPITALITY TRAINING EXERCISE
(COMING SOON)
Measuring Success:
Upselling as a Performance Metric
Why Measure?: Upselling is an important part of both guest experience and profitability. Measuring effectiveness helps FOH staff see the impact of upselling on check averages, and it ensures that guests are enjoying a well-rounded, relaxing experience.
Metrics for Success:
Upsell Rate: Track the rate of extra rounds sold during a shift to gauge effectiveness.
Guest Feedback: Monitor guest feedback to confirm that upselling feels helpful and not pushy.
Check Average: Track average check totals to see the impact of additional rounds on overall revenue.
Self-Check and Peer Review:
Weekly Self-Check: FOH staff reflect on their upselling success, noting both what worked well and any areas to adjust.
Peer Review: Observations from team members on the timing, tone, and guest response during upsells, with constructive feedback for improvement.
Upselling extra rounds at Yumbii isn’t just about driving revenue—it’s about enhancing the guest experience by creating a relaxed, enjoyable atmosphere where they feel taken care of. By mastering the timing, tone, and approach for offering additional rounds, FOH staff play an essential role in creating memorable dining experiences that guests will want to return for.
Sample Scripts for Upselling Extra Rounds
Script 1: Mid-Meal Margarita Suggestion
“How are the tacos? Would you like to pair another round of margaritas with your meal? Our house margarita is a guest favorite!”
Script 2: Highlighting Specials with an Upsell
“We have a great margarita special right now, perfect with tacos. How about another round to go with your meal?”
Script 3: Non-Alcoholic Upsell for a Relaxed Experience
“Can I bring you a fresh agua fresca or another round of margaritas to enjoy with your meal?”
Script 4: Relaxed and Casual Approach
“Can I get you another drink to keep things relaxed? Our house margarita is a perfect choice to keep the good vibes going.”
Encouragement for Personalized Upselling: FOH staff should feel free to adapt these scripts to fit their personality and the guest’s vibe, aiming to make the upsell feel like a natural part of the dining experience rather than a sales push.
IMPORTANT NOTE
While we always aim to make our guests as happy as possible - we NEVER attempt to sell or serve to guest who is visibility intoxicated or under influence of alcohol or drugs.
RESOURCE: Please review our Alcoholic Beverage Service Policy Document for more information.
SECTION 4
Pre-Bussing—Cultivating Cleanliness and Comfort
Pre-bussing is about maintaining a clean, welcoming environment that enhances the guest’s comfort throughout their meal. Clearing empty items as guests finish each part of their meal not only improves the dining area’s appearance but also makes guests feel attended to. This module covers best practices, timing, and techniques for pre-bussing in a way that aligns with Yumbii’s hospitality model.
Purpose of Pre-Bussing
Why It Matters: A clean and organized dining area signals attentiveness, enhances guest comfort, and supports efficient table turnover. Regular pre-bussing keeps the space neat, creates a more enjoyable environment for guests, and prepares tables for the next group without disrupting the current guests’ experience.
Goal: FOH staff should discretely clear empty items from tables throughout the guest’s meal, maintaining a tidy dining area.
Key Outcome: Guests feel attended to without interruption, and tables remain presentable, improving the overall dining experience.
Key Practices for Effective Pre-Bussing
Best Practices:
Observe Guest Cues for Timing
Practice: Look for natural opportunities to clear plates as guests finish a course. Avoid interrupting their conversation or meal.
Approach: Only approach when guests have clearly finished with an item, such as an empty plate or a napkin set aside.
Example: Say, “May I take this for you?” in a polite, soft tone to show attentiveness without being intrusive.
Respect Guests’ Space and Personal Pace
Practice: Approach the table quietly and unobtrusively. If guests are deep in conversation, wait for a natural pause before approaching.
Keep it Brief: Aim to clear items quickly and respectfully, keeping interactions low-profile.
Tip: Always ask before removing items, demonstrating respect for guests’ space and pace.
Stay Attentive to Table Needs
Observe: Keep an eye on tables throughout service to determine when pre-bussing is needed. Empty or set-aside items are often cues for clearing.
Ensure Availability: Make sure necessary items like napkins or utensils remain on the table, even as you clear used ones.
Maintain a Clean and Inviting Dining Area
Clean Up: Wipe down tables and chairs as you clear items to maintain a fresh and appealing space.
Set Up for Success: Realign chairs and leave the table tidy for new guests, setting up efficient table turnover when needed.
Full Hands In, Full Hands Out
Practice: Always carry something when moving to and from the dining area or kitchen, maximizing efficiency. This reduces trips and ensures you’re consistently helping keep the dining space organized.
Tip: If heading to the kitchen, bring empty dishes; on the return, carry fresh items or anything that needs restocking. This “Full Hands In, Full Hands Out” habit is key to staying efficient and managing side-work without missing an opportunity to enhance the guest experience.
Sample Scripts for Pre-Bussing
Script 1: Clearing Plates Mid-Meal
“May I take this for you?”
Script 2: Offering Additional Items While Pre-Bussing
“Can I take these plates, or would you like any extra napkins or a refill?”
Script 3: Discreet Pre-Bussing During Conversation
Approach quietly, clear the empty plate with a smile and nod, and leave without interrupting their conversation.
Script 4: Preparing for New Guests with a Final Clean-Up
After pre-bussing and as guests are preparing to leave, give the table a quick wipe-down to set up for the next group.
Encouragement for Consistency: FOH staff should aim to make pre-bussing feel seamless and respectful, incorporating their own style of discreet hospitality.
INTERACTIVE HOSPITALITY TRAINING EXERCISE
(ROLE PLAYING FOR UPSELLING)
Measuring Success:
Pre-Bussing as a Performance Metric
Why Measure?: Effective pre-bussing supports a clean, efficient dining area and improves guest satisfaction. Tracking pre-bussing effectiveness helps ensure tables remain presentable, encouraging faster table turnover and a more comfortable dining environment.
Metrics for Success:
Guest Feedback on Cleanliness: Monitor guest feedback, particularly comments on the dining area’s cleanliness and comfort.
Table Turnover Efficiency: Track turnover time, focusing on how efficient pre-bussing impacts the flow during peak hours.
Consistency in Pre-Bussing: Managers can observe shifts to ensure pre-bussing standards are consistently met across all FOH staff.
Self-Check and Peer Review:
Weekly Reflection: Each team member reflects on their pre-bussing habits, noting opportunities for improvement.
Peer Observation: FOH staff observe each other’s pre-bussing techniques, providing feedback on timing, tone, and thoroughness.