In-house trainingF&B Service Excellence & Upselling
Key Outcomes
Run one service sequence from greeting to farewell
E.g., greet at the table, offer a recommendation, check back after the first bites, close with a thank-you and an invitation to return.
Recommend naturally by asking preference first
E.g., "Would you like something light or hearty?", then suggest a main and a drink, or offer a taste.
Time each suggestion
E.g., drinks at seating, add-ons at ordering, dessert menu after plates are cleared.
Hold the sequence when it's busy
E.g., find the failure point (orders stuck at the kitchen pass) and keep the check-back and dessert offer in a shortened rush-hour sequence.
Why teams need this
Service varies by server and shift. One guest gets a warm greeting and a recommendation. Another waits for a menu and never hears about dessert. Many teams also feel upselling is pushy. A restaurant study in the Journal of Organizational Behavior Management found suggestive selling varied substantially across individual servers. Servers suggested less when the restaurant was crowded, and more after dinner than after lunch. So bill size depends on luck, not method.