Front of house

When a guest enters the shop, they notice what they see and how they feel.

As front of house team members, it is our responsibility to ensure our guests are given the best experience time after time!

WHAT THEY SEE

It might seem obvious, but cleanliness of the shop is important at all times – we want guests to feel comfortable! What they see when they walk in is their first impression of Big Spoon, and we want that to be a positive one!

HOW THEY FEEL

Beyond what they can see, we also strive to create an upbeat, comfortable, and welcoming atmosphere in our shops. Atmosphere is the intangible x-factor that everyone can feel when they walk into a room. We achieve this by smiling at guests, greeting them, and engage with them throughout the entire ordering process!

•  If they seem excited – Match and exceed their excitement! Feel excited with them and verbalize it!

• If they seem confused – Walk through the menu with them and help direct them to wherever they need to go.

• If they seem stressed – We want to make sure they feel taken care of, especially if they have something serious going on in their life.

• If they seem rushed – Help accommodate to-go orders, or get straight to the point with what they are asking. If they are rushing, we don't want to make them frustrated by dragging our feet, going slow, or trying to persuade them to buy another product.