Guest Experience Standard

At MTE, employees are expected to:

Greet guests warmly and promptly.
Make eye contact and smile.
Use professional and friendly language.
Anticipate guest needs.
Communicate clearly.
Keep the restaurant clean and organized.
Know the menu and make confident recommendations.
Handle guest concerns calmly and respectfully.
Work as a team to support the entire dining experience.
Thank guests sincerely and invite them back.

The standard is not robotic service. The standard is genuine hospitality with professional consistency.

1. First Impressions

The guest experience begins before the guest orders anything.

First impressions are created by:

The host stand
The greeting
The cleanliness of the entrance
The music and atmosphere
The employee’s body language
The speed of acknowledgment
The confidence of the team

Every guest should be acknowledged quickly, even if we are busy.

What to Say

Good examples:

“Welcome in! We’re glad you’re here.”
“Good evening! How many will be joining us?”
“Hi there, welcome to MTE. We’ll be right with you.”

If busy:

“Welcome in! I’ll be right with you in just a moment.”

Key Rule

A guest should never feel invisible.

2. Warm Hospitality

Hospitality means making people feel comfortable, cared for, and welcome.

Warm hospitality does not require long conversations. It requires awareness, kindness, and effort.

Examples of Warm Hospitality

Opening the door when possible.
Acknowledging guests quickly.
Remembering regulars.
Offering help before being asked.
Speaking with a friendly tone.
Noticing when a guest looks confused.
Making children, families, and older guests feel comfortable.
Treating every guest like they matter.

Key Rule

Hospitality is not just what we do. It is how we make people feel.

3. Guest Awareness

Great service begins with awareness.

Employees should constantly scan their area and notice what guests may need.

Look For

Empty drinks
Menus closed
Guests looking around
Guests waiting to order
Dirty plates
A guest trying to get attention
Food sitting in the window
Tables that need to be reset
Guests looking uncomfortable
Guests who may be upset
Guests waiting for checks
Children needing extra napkins or spills cleaned

Key Rule

Do not wait for the guest to ask for everything. Notice and act.

4. Communication With Guests

Clear communication prevents frustration.

Guests should know what is happening, especially when there is a delay, mistake, wait, or change.

Good Communication Includes

Greeting the guest promptly.
Explaining wait times honestly.
Repeating orders when needed.
Describing specials clearly.
Mentioning prices on specials when appropriate.
Explaining delays before the guest has to ask.
Checking back after food arrives.
Letting the guest know when you are taking care of something.

What to Say During a Delay

“I apologize for the wait. I’m checking on that for you now.”

“Thank you for your patience. Your food is being plated and should be out shortly.”

“I want to make sure we get this right for you. Let me confirm with the kitchen.”

Key Rule

Silence makes delays feel longer.

5. Menu Confidence

Employees should be able to guide guests through the menu with confidence.

Guests appreciate recommendations. They do not always want to be left alone to figure everything out.

Employees Should Know

Popular items
New items
Daily specials
Drink features
Desserts
Allergens and who to ask
Basic ingredients
Cooking temperatures
Sides and substitutions
Items that take longer
Best pairings

Strong Recommendation Example

“Our Grilled Oysters are a great starter. They have pecorino, chorizo butter, and Mediterranean chimichurri, so they’re rich, smoky, and bright.”

Weak Recommendation Example

“Everything is good.”

Key Rule

Specific recommendations create trust.

6. Cleanliness Is Part of the Experience

Guests notice cleanliness immediately.

A clean restaurant tells guests that we care about the details. A dirty table, messy restroom, sticky menu, or cluttered station can damage the entire experience.

Employees Should Watch For

Dirty tables
Sticky menus
Food on the floor
Full trash cans
Messy bathrooms
Empty toilet paper or paper towels
Dirty glassware
Spots on silverware
Cluttered host stand
Messy server stations
Trash near entrances
Dirty doors or windows

Key Rule

Cleanliness is not side work. It is guest experience.

7. Speed and Timing

Guests should never feel forgotten.

Speed does not mean rushing the guest. It means keeping the experience moving comfortably.

Timing Standards

Guests should be greeted quickly.
Drinks should arrive promptly.
Orders should be entered correctly and quickly.
Food should be checked after delivery.
Empty plates should be cleared in a timely way.
Checks should be processed promptly.

Key Rule

Fast is good. Rushed is not.

8. Personalization

Small personal touches can turn a normal visit into a memorable one.

Examples

Using the guest’s name when appropriate.
Remembering a regular’s favorite drink.
Noticing a birthday or celebration.
Offering a high chair before being asked.
Bringing extra napkins for kids.
Helping an elderly guest with seating.
Acknowledging repeat guests.
Remembering preferences when possible.

Key Rule

Personal touches create regulars.

9. Handling Guest Complaints

Guest complaints are opportunities to recover the experience.

Employees should never argue, blame, dismiss, or make excuses. The goal is to listen, care, and get the right person involved.

Service Recovery Formula

Listen. Apologize. Fix. Follow up.

What to Do

Listen without interrupting.
Stay calm.
Thank the guest for telling you.
Apologize for the experience.
Get a manager when needed.
Communicate clearly.
Follow up after the issue is addressed.

What to Say

“I’m sorry that happened. Thank you for letting me know. I’m going to get this fixed for you.”

“I understand. Let me get my manager so we can take care of this properly.”

What Not to Say

“That’s not my fault.”
“The kitchen is backed up.”
“You should have told me sooner.”
“No one else has complained.”
“There’s nothing I can do.”

Key Rule

Do not win the argument and lose the guest.

10. Team Service

Guests see one restaurant, not individual sections.

If a guest needs help, we help when we can. If we cannot handle it ourselves, we find the right person.

Examples of Team Service

Running food to another section.
Refilling water when passing by.
Clearing a plate if appropriate.
Telling a server their table needs them.
Helping reset a table.
Alerting a manager to a concern.
Answering a guest’s question or finding someone who can.

Key Rule

“That’s not my table” is not the MTE standard.

11. Professional Body Language

Guests notice body language, even when employees say the right words.

Positive Body Language

Smiling
Eye contact
Standing upright
Facing the guest
Nodding while listening
Moving with purpose
Looking approachable

Negative Body Language

Eye rolling
Crossed arms
Slouching
Ignoring guests
Looking annoyed
Pointing aggressively
Walking away while a guest is speaking
Standing around while guests need help

Key Rule

Your body language speaks before you do.

12. Phone Etiquette

Phone calls are part of the guest experience.

The guest on the phone should receive the same professionalism as the guest standing in front of us.

Phone Standards

Answer professionally.
Speak clearly.
Smile while speaking.
Use the restaurant name.
Ask before placing someone on hold.
Check back if hold time is long.
Take messages accurately.
Do not sound rushed or annoyed.

Example Greeting

“Thank you for calling MTE, this is [Name]. How may I help you?”

Key Rule

The phone is often a guest’s first impression.

13. Handling Special Requests

Guests may ask for substitutions, allergy accommodations, seating preferences, celebrations, or timing adjustments.

Employee Expectations

Listen carefully.
Do not promise what you cannot confirm.
Communicate clearly with the kitchen or manager.
Enter notes properly in the POS.
Follow up with the guest.

What to Say

“Let me check with the kitchen to make sure we can do that correctly.”

“I’ll make a note and confirm it with the team.”

Key Rule

It is better to confirm than to guess.

14. Respect for Every Guest

Every guest should receive respectful service regardless of age, appearance, background, spending level, party size, or attitude.

Employees may not judge guests, make rude comments, ignore tables, or provide lower service because of personal assumptions.

Key Rule

Every guest deserves professional hospitality.

15. Ending the Experience

The end of the visit matters as much as the beginning.

A slow check, cold goodbye, or missing thank-you can leave a poor final impression.

Strong Ending Includes

Offering dessert or coffee.
Presenting the check professionally.
Processing payment quickly.
Thanking the guest sincerely.
Inviting them back.
Making sure they leave feeling appreciated.

What to Say

“Thank you so much for joining us tonight. We hope to see you again soon.”

“I appreciate you coming in. Have a great rest of your evening.”

Key Rule

Last impressions are lasting impressions.

Quick Guest Experience Rules to Remember

Acknowledge guests quickly.

Smile and make eye contact.

Never let a guest feel invisible.

Communicate delays early.

Know the menu.

Make specific recommendations.

Cleanliness is part of service.

Never argue with guests.

Listen, apologize, fix, and follow up.

Help outside your section when possible.

Body language matters.

End every visit with a sincere thank-you.