Guest Relations

Developing Familiarity with Members + VIPs

Remember names of members you meet. When you learn someone’s name you must make a conscious effort to remember their name. Tip: Think of one other person I know with the same name. 

VIPs
The owners of a nightclub/restaurant Erin was the beverage director of once said, "you have to run to a VIP like you are running for air." Urgency and enthusiasm will get the job done. 

  • Communicate to chef and service team

  • Read the table: Some VIPs are so well known, privacy and a nonchalant approach are what is best. Others need lots of attention to properly acknowledge and honor them.

  • Send extras. 

Discover things you can use to build on for the next interaction. Record what you learn in Seven Rooms: names of family members, hobbies, etc.

Keep them looking forward to the next interaction.

  • Avoid speaking too long or too often. You might have one memorable interaction per week with regular visitors. 
    Be yourself. Authenticity is refreshing. 

  • In general, avoid negativity. It affects the ambiance in the room. Think positive, charming, funny, and impressive.

Table Touching

You should speak to every table / group in the club every shift

The Interruption:

Use a step of service to touch the table. Approach a table while pouring water, clearing plates or refolding a napkin. Take a moment just when the food arrives to wish the table “bon appetit” and see if you might bring them anything else. These moments of service give you purpose at the table and help you speak up in front of these guests who are new to you.

The 180: If you are facing one table and taking time with them, that means the table directly behind you has been looking at your backside for just as long. When finishing a lengthy conversation with one guest, turn around 180 degrees and assess the situation: do those people who just had your back need a little face time? Very often they do, so take a moment to show the love evenly throughout the dining room.

Be a distraction. If the waiter is concerned that things are taking too long at the table (and the guest hasn’t complained) engage these guests in conversation as a form of distraction. Your friendly approach might fill in the time that would otherwise be spent waiting. So, come prepared with a specific question (about the wine they’re drinking or course they just enjoyed) or a point of conversation (the weather, or a factoid about the restaurant) and strike up an open and friendly dialogue. This usually fills in the gap between plates being cleared and food that is yet to come. And if the food has still not arrived you can exit by promising to “check on your next course.” Which makes you the hero. 

Watch body language. When you choose a table to touch, watch the body language of the guests at the table. Are the guests involved in deep conversation or light chatter? Are they looking loose or uncomfortable? No matter what, choose your moment wisely before you truly interrupt a personal or professional moment at the table. Your presence is most welcome when guests appear open and interested in the experience at the restaurant. 

The Exit:

Remember the time: while it might be nice to engage in conversation at the table, you shouldn’t be there too long; chances are you’re needed elsewhere. Be aware of the time and before departing you can reference it with “excuse me, I must check on something in the kitchen” (or at the bar, at the door, etc.).

You’re busy: The guests can see that you’re busy and have things to do, so unless you are actively solving a problem, never feel like you can’t reference the job at hand. “Excuse me, but I can see that I’m needed at the bar (or in the kitchen, at the door etc.).”

Remember the time, part II: the people you’re talking to are eating and enjoying their time together so don’t overstay your welcome at the table. It’s ok to graciously call it out: “I’ve taken too much of your time, it was lovely speaking with you.” 

Promise to return: You may be having a great conversation and enjoying the moment so you can let the guest know that you’ll be back. “Hold that thought, I need to step away but would love to continue our chat before you leave!”

All of these examples are ways to manage your time with your guests, be equitable with that time and be efficient during service. You have a big job as a service manager so try these examples and build your strategy for connecting with your guests, table by table.

 Complaint Recovery

In-House Negative Experiences

    • If there is a situation that takes place in the House between members or between staff and members, the MOD needs to submit the incident report by the end of their shift that same day.

    • Examples of qualifying incidences are alcohol cut-offs / asking someone to leave / harassment / fights / loud verbal arguments / injuries. Common or minor complaints do not need to have an incident report.

    • Notes in SevenRooms: Tag member with “incident report” in SR so we are aware that something happened in the past with this member. Put a brief description in the profile notes.

  • Once a mistake has been made, there is no undoing it. Accept failure and concentrate on having an impressive recovery. If done right, you can create an even more favorable impression. If a guest’s emotions are more intense than is reasonably related to the circumstances, don’t try to educate them on how to respond. Match them. If they are totally outraged, show them you care just as much or more. Reflect their emotions in your urgency to correct the issue. It will give the guest peace of mind. Underreacting will only add to their anxiety. Any complaint needs to be logged in Seven Rooms and communicated to the rest of the management team.

    • Errors happen, and eventually you will develop a system for yourself to defend against possible future mistakes, but first we need to get the guest what they ordered. The issue is the guest waiting too long for the replacement and having nothing to eat, the other guests at the table politely waiting for the correction as their own food gets cold, as well as them being aware of our mistake and losing confidence and trust.

    • You must get them something so they can be distracted as they wait for the correct dish to be prepared, and the other guests at the table will eat comfortably too. Say: “Please enjoy (the incorrect dish) while we prepare the (correct dish).” If they cannot eat that dish because of a dietary preference or restriction, then get them something, anything else: bread, something fast, anything.

    • Get silverware ready for when the correct dish is ready to serve. Then when the correct dish is ready, you quickly clear the incorrect dish, mark the silverware for the correct one, and serve the correct one.

    • Give them a snack like bread or olives / ask chef for an amuse bouche

    • If the delivery is moments away, simply chat with the table to distract them. You being at the table essentially freezes the clock

    • Be genuinely concerned, but confident we can find them something they’ll love. Then bring them something they do like. The issue then is the awkward period waiting for the new dish to arrive. Bring them a snack or a sip of something from the bar (½ glass of bubbly) while they wait.

    • Comp it. Always err on the side of generosity. Even if they ate it. Usually these are isolated incidences. If certain members never like anything, then adapt your approach.

    • Make sure we rain service and gifts upon them. Serve the table yourself if you need to. Earn the guest’s trust by the end.

    • Once you are recovered, launch a full investigation into factors contributing to the complaint. The individual, the schedule...etc.; and take corrective action.

    • Pour a sip from the bar while their wine chills

    • The quickest way to chill a bottle is ice and water

    • Refire the food

    • Distract them while they wait with a sip from the bar or snack from kitchen

    • Discount the food

    • Try your best to make them comfortable somewhere. Bring a table up from the first floor, be creative. They will notice your effort and appreciate it.

    • Give them your card and have them contact you personally for future bookings.

    • If the table isn’t ready, gauge how upset they are by checking in with them.

    • Offer them a drink after 15m. Choose the drink yourself if you can. If it is a large party, send a bottle of cava for them to split.

    • Concierge will keep an ongoing record at the desk of members who are turned away at the door when we are at capacity. At the moment, the concierge team should offer to make a reservation for them in the system and then the Concierge Manager of each location will follow up with each of these individuals with a f&b voucher.

If we feel that a food & beverage voucher would be helpful in any of these situations, feel free to let the Concierge Manager know and they can add it to their Square profile. We want everyone to feel empowered to make a decision in the moment to help make the situation better (comped food, F&B voucher or special treat)

SevenRooms Complaints

Develop the relationship: working through a complaint/recovery with a guest is an easy opportunity to leave the situation more personally connected
Reset and restore trust: let people know the issue at hand is a fixable one

  • These reviews come in batches each week so the staff should reach out to the member directly via email (prefer email over call so that we can have documentation)

    • Dining/service reviews - GM to respond

    • Member experience/billing/member-to-member interaction reviews - Director of Membership & Concierge Manager to respond

    • Make brief notes in the members’ (and spouse’s) 7R profiles about the complaint and how we responded.

    If you reach out to a member regarding a review, you MUST BCC the membership@commonhouse.com email on the response. This lets the broader team know that the issue has been handled and this also will help with tracking data on reviews.

  • Apology: some people might be off put if you don't apologize, so work it in there. Too much apologizing can make you look weak. They should think you are caring, brave, and solution oriented.

    Share concern: Demonstrate how their problem is equally or more important to you. If you don't, they might try even harder to convince you.

    Thank them: for their visit, and for the feedback. "I realize sharing candid feedback is a burden..."

    Offer solutions: use your best judgment as to how far you pull the curtain back revealing our operation, but specific solutions are reassuring to guests. Instead of "we promise to fix the problem..." you might say "we have reviewed the challenges with the staff and will focus on better communication with guests about separate checks at the start of and during the visit to ensure a more accurate and pleasant departure."

    Gift: offer something in exchange for their troubles. Make it worth it. This is as small as an acknowledgement, or as substantial as a refund or credit.

    Punctuality: A prompt response to negative feedback is impressive and inspires trust. It is not unnatural for waitstaff to avoid their tables who they suspect might complain.

    • Give them a snack like bread or olives / ask chef for an amuse bouche

    • If the delivery is moments away, simply chat with the table to distract them. You being at the table essentially freezes the clock.

Direct Email Complaints

Complaint responses:

  • Dining/service related emails - GM to respond

  • Member experience/billing/member-to-member interaction emails - Director of Membership + Concierge Manager + tech team to respond

  • Make brief notes in the members’ (and spouse’s) 7R profiles about the complaint and how we responded.