Tacology Miami, FL

hostess

1) “Welcome to Tacology ! How many guests will be joining us today?” 

NEVER USE “CAN I HELP YOU?” or “MAY I HELP YOU!” AS A GREETING.

This our guest please greet them respectfully not like your friends on the street. Our guests should always assume we are here to help!

2) “Is there a reservation for your party this evening”?

– If yes, then seat guest on their reserved table. Set your floor up before our reservations arrive. Have in mind how many will be arriving and where you will place them upon their arrival. Be sure to check if the guest wants to seat inside or outside.

 – If no, and there is no waitlist, seat right away as long as there is no overlap with reservations or seating capacity in the restaurant .

 – If no, and there is a tight timeframe between reservations and prime time advise the guest as follows: “It will be our pleasure to take care of you. Today/tonight, our restaurant has a significant amount of reservations. I can offer you a table right away, however, we kindly request return the table within (1.5 or 2 hours, depending on timing), to honor our guests with reservations. We hope this will be enough time for you to enjoy your dining experience, at the same time allowing immediate seating without you having to go on our wait list.” 

 – If they chose to go with this option, seat them and while seating, reassure that you will try to not bother them but if the reservations come, you will have to offer a kind reminder

 – If no, and there is a wait then: We are committed to our reservations until (next available time example, 8:00pm). If you’d like to enjoy our bar and have a margarita or an appetizer from one of our stations, I will get you the moment your table is ready. May I get your name and phone number for our waitlist?”

 – If they claim they know the owner: “Of course! Thank you for choosing us again. We will be able to immediately assist you as we understand you are family. We hope you understand we are following our protocol and appreciate your patience. Please allow us a few moments and we will gladly accommodate you”

Try to sell the restaurant in a suggestive way. Don’t just let the guest walk away! Suggest what we have to offer that will be worth their wait i.e. Invite them to watch the game while they wait, invite them to wait at the bar at one of our signature cocktails, or also invite them to seat at one of our many stations!

➡ Answer the phone:

  • Thank you for choosing Tacology  this is ____________ how may assist you?

➡  Placing a customer on Hold: 

    • Yes Sir/Ma’am may i place you on hold for a moment please?
    • Thank you for holding, this is ________ How may I assist you?Transferring call:
      • Certainly, with Pleasure!

➡ Taking a Message for Management:

    • May I have your name or your Company you are with?
    • What is the best phone number that you can be reached at?
    • May I tell them the reason for you call?
    • Thank you, i will see that they get the message.

➡  Call backs:

    • “Hello, Mr./Mrs. ______, this is ______. I’m calling from Tacology. I understand that you came in for dinner last night and wanted to ensure that you had a wonderful dining experience.”
    • Respond to comments saying, “Thank you for your business and we look forward to your next visit with us!”
    • Respond to complaints by getting the MOD and having him / her taking call to correct the situation immediately.
    • When leaving a message- “Hello, Mr./Mrs._____, this is ______ from Tacology. I understand that you came in for dinner last night and I wanted to thank you for your business and ensure that you had a wonderful dining experience. We look forward to your next visit with us.”

➡ Taking a reservation:

    • “What name may I place this under? May I have your telephone number? How many guests will be in your party?”
    • “Are you celebrating any special occasion with us?”
    • “Have you dined with us before?”
    • “Any special notes or allergies we should be aware of?”
    • “Thank you for choosing Cantina la 20, we will see you soon mm/dd, day, and time”
    • ANY PARTY 15 PEOPLE OR MORE MUST BE APPROVED BY A MANAGER OR EVENT COORDINATOR! Take the customer’s information ( name, phone number, and party size ) down including phone number and guarantee a call back by a manager end of day.

Smile- It is very important to always be in good attitude and smiling with all customers, you are the first person to see entering the restaurant, your duty is to make them feel welcome to Tacology!

  • Quoting an ESTIMATED time for the guest is very important. Please follow suggested wait times from opentable while also being aware of the restaurant flow
  • Make sure the board is being continuously monitored and updated. i.e. dessert, finished, open etc
  • Take down the guests full information, INCLUDING THEIR PHONE NUMBER. This way we can send them a text via open table AND a phone call when their table is ready. If the guest does not have a phone number, please note their description under guest notes and where they will be while waiting.
  • When registering guests onto the waitlist, ALWAYS note a description of the guest in case they cannot be communicated with at the time of seating. The description must be in a tasteful, most descriptive and non offensive manner i.e. Lady with a ponytail, long sleeved pink shirt, and gentleman with glasses, blue suit with checkered shirt.
  • IT IS OUR RESPONSIBILITY TO MAKE SURE WE WATCH OUR WAIT LIST! We must keep an eye on quoted times. If the quoted time is going over, please notify a manager immediately so they may control the situation. Begin to accommodate guests on wait to the best of our availability. Anything over 5 minutes quoted time is unacceptable and requires immediate attention!
  • When tables become available to seat guests on wait, text and call the guest. After 3 minutes of no response, please search for the guest according to their description.
  • Seat guests on wait in order of those waiting the longest and order of arrival.
  • We MUST check back with guest. If the guest is on the waitlist they are as important as a reservation. Please do not assume the guest has “stayed at the bar” or left, unless you have completely confirmed with that guest that that it is the case. Communicate and confirm.
  • When seating a guest that has been on wait, thank them for their patience and welcome them to Tacology
  • People who are waiting have to be treated as a guest with reservation.
  • Quoting an ESTIMATED time for the guest is very important. Please follow suggested wait times from opentable while also being aware of the restaurant flow
  • Make sure the board is being continuously monitored and updated. i.e. dessert, finished, open etc
  • Take down the guests full information, INCLUDING THEIR PHONE NUMBER. This way we can send them a text via open table AND a phone call when their table is ready. If the guest does not have a phone number, please note their description under guest notes and where they will be while waiting.
  • When registering guests onto the waitlist, ALWAYS note a description of the guest in case they cannot be communicated with at the time of seating. The description must be in a tasteful, most descriptive and non offensive manner i.e. Lady with a ponytail, long sleeved pink shirt, and gentleman with glasses, blue suit with checkered shirt.
  • IT IS OUR RESPONSIBILITY TO MAKE SURE WE WATCH OUR WAIT LIST! We must keep an eye on quoted times. If the quoted time is going over, please notify a manager immediately so they may control the situation. Begin to accommodate guests on wait to the best of our availability. Anything over 5 minutes quoted time is unacceptable and requires immediate attention!
  • When tables become available to seat guests on wait, text and call the guest. After 3 minutes of no response, please search for the guest according to their description.
  • Seat guests on wait in order of those waiting the longest and order of arrival.
  • We MUST check back with guest. If the guest is on the waitlist they are as important as a reservation. Please do not assume the guest has “stayed at the bar” or left, unless you have completely confirmed with that guest that that it is the case. Communicate and confirm.
  • When seating a guest that has been on wait, thank them for their patience and welcome them to Tacology
  • People who are waiting have to be treated as a guest with reservation.

We must make sure to bid our guests farewell the same way we welcomed them in. Offer the same warm hospitality you would like to receive when dining out, visiting someone’s home, or how you would treat a family member of your own. Remember, our guests come in as guests but leave as family!

  • Ask the guest how was their experience. Make eye contact, and be genuine showing you truly do care want to ensure we provided an exceptional dining experience. We need to make sure we touch EVERY SINGLE GUEST on their way out. If their experience was not up to par, GET A MANAGER ASAP. Try to take down as much information as you can as well
  • SMILE ! You are the first person the guest sees when they walk in and the last one they see when they walk out
  • Make sure to try to remember a guest by name and/or their special occasion if they had one, while bidding them farewell
  • Welcome them back for another special night. Try to build a rapport with the guest. Let them know about our sporting events we are featuring on TV, happy hour, brunch, holiday special