INTRODUCING REMI Flashcards
(20 cards)
Remi is owned by who? managed by? backed by?
Transwestern properties, Managed by westmont and backed by the excellence of Episcope hospitality
Remi was designed by who?
Kara Childress
What is the remi concept?
Refined take on classic American cuisine with modern twists with texas hospitality and a world-class beverage program.
What types of events can we do at Granduca?
- Small and intimate
- Business meetings
- Grand celebrations
What hours are breakfast served
7am - 11am
Coffee, pastry and full service breakfast, high tea (weekends)
What are the lunch hours?
11 am - 3pm
seasonal salads, sandwiches and signature plates
What are the dinner hours?
- 5pm - 11pm
What are our signature foods? (4)
- Truffled Tagliolini
- Steak Frites
- Remi Burger
- Brick Chicken
Marketing strategy
- Regular gatherings: hotel guests and local professionals
Key Transwestern executives
Key transwestern Operational
What does tyler lavin do?
Chief Development Officer
Transwestern Hospitality Group
What does hospitality mean to Episcope?
Hospitality is felt, it comes from the heart, and occurs when something happens for us, not when something happens to us. The level of hospitality we seek is realized when a guest feels like he or she is the most important person in the room. The truth is that people have a genuine need to be taken care of and consciously or subconsciously choose a restaurant based on how they felt the last time they were in.
What does Service mean to Episcope?
Service is defined as the necessary functions we provide. These include all of the items associated with the table, such as clean silverware, linens and glassware; efficient service; and technical accuracy of order taking. These task driven activities are standard at each of our restaurants. It will be your job to master these skills and the language associated with each position.
Service is given – it happens to us, and it comes from the brain. Good service will often keep a guest satisfied, but seldom builds loyalty the same way hospitality does. Great service, however, is necessary for hospitality to exist. Without technical accuracy, very little time is left for hospitality.
What are the three pillars of Episcope hospitality?
- Recognition: acknowledge guests often, remember names, faces, drink orders and preferences.
- Speed: actual vs precieved time something takes
- Recovery: how quickly we respond to a situation
What are the three steps for recovery?
- Acknowledge
- Apologize
- Take Action
What is the procedure for when a guest does not like something?
Enhancement is when we give the guest something unexpected, something in addition to what they have already chosen to purchase from us. It is a gracious act of hospitality. Enhancement is the recovery tool we will use most often to show our guests how much we care about them. Enhancement is a very good practice. Enhancement often leads us to an exceeding expectation experience.
Replacement is when we take something off a guest’s check that they have already ordered and were willing to pay for. Replacement is an overrated and generally poor decision, seldom creating an exceeding expectation experience for our guests.
Enhancement creates a win-win-win experience for the company, the guest and for you, the server.
What defines contagious Hospitality (30)
The guest is always right
Be positive and personable
Greet and acknowledge guests before they acknowledge you
Smile
If something is “fine” or “OK”, then we have missed the mark. Immediately go into Recovery
Feedback, positive or negative, is our only measurement
McDonalds has it right – keep the “hot food hot and cold food cold”
Always give the right of way to the guest
Suggest, don’t push or up-sell
Act as if you only have one table. To the guest, their table is all that matters
There is no such thing as too many “thank yous”
If the guest is in a hurry, then you should be, too
On the flipside, if the guest is taking their time … slow down
Observe and anticipate. Know what they want before they do
If a guest is rubbing their arms or still wearing a jacket… they are cold. Adjust the temperature for the guest
If a guest is late for a reservation… so what! Seat them
If a guest is early for a reservation… so what! Seat them
Give the guests the options for a cocktail at the bar or to be sat at their table, regardless if their party is complete
Let the guests sit where they want to sit
Always walk all guests to their table or the bathroom. Never point to direct where to go. If bathrooms are located outside the restaurant, then walk the guest to the host stand and the one of the hosts will escort them.
It is up to the guest if they want to transfer their bar check or settle with the bartender. Give them the option.
We will do anything in our power to never say no
The guests return visit is our up sell
If you remember them, the guest feels special
Today’s “first timers” are “tomorrow’s regulars”
The guest will pay when they would like to pay, as slow or as quickly as that may be
Don’t invade the guest’s space
Don’t talk to a guest like they are your friend on the street
Be friendly, not familiar
Don’t discuss money or tips in front of guests
Water service steps (5)
- Use clean and / or polished pitcher
- Water is poured in a clockwise order
- Always serve from the right side of the guests
- Pour water slowly into glass using the spout end
- When pulling back, use square folded napkin as a shield to prevent dribbling
What things should we know about our regulars? (5)
Names
Favorite drinks
Favorite table
Favorite menu items
What they ordered on their last visit
