Quick Link to Updated Manager Dining Incentive and Reservation Form

Hospitality +

Guest Relations

Talking about hospitality…

For us, hospitality is not just about the guest. It’s about treating everyone we interact with in a kind, warm, genuine and caring way. This mantra should apply to guests, our team (they are our internal guests, after all…) our neighbors, our vendors, our valet teams, delivery drivers, and all others we interact with.

The golden rule approach is so important: we treat others as we would want to be treated- and we go above and beyond to make others feel great! The guest choosing us out of 1,000s of other options daily is what makes all of this possible. We have one chance to make an impact with each guest- and it starts before they even walk in the door: from how we answer the phones, the cleanliness and accessibility of our sidewalks, the way they are greeted and how they are wished a good evening on their way out. It’s truly amazing to think of all of the details a successful restaurant pulls together on a day to day basis to craft memorable experiences- and all of the parts have to work together to make a solid whole.

The Phone

Phone manner should be warm, helpful and professional.

Smile through the phone- meaning literally, if

you smile as you speak- the guest will be able to hear it in your tone.

We should always be the guests

advocate- and trying our very best to accommodate their wishes in any way we can.

Finding ways to say YES!

Give multiple options so that the guest is the one eventually declining, not you!

Always come from a place of YES.

There may be times that we cannot accommodate a specific reservation time or party size but multiple other options should be offered.

Are there other times that we can mention?
Walk in areas we can suggest or maybe even reserve?
Bar seating?
We could even offer to check availability at one of the other restaurants in the group.

PPX, VIP, HP, and Regulars

We have made a lot of friends over the years, and we honor our friends and repeat guests by making sure they feel acknowledged and appreciated.

You may see the terms PPX, HP, and VIP, this means is that those guests should receive special attention!

If there is a VIP guest, be sure to introduce them to other managers if they haven’t met yet. If Rob, Kevin, Ian or anyone from the Executive or Operations team is present, make sure they know that guest is in house, so they may say hello or introduce themselves.

Acknowledging Employees, VIPS, Black Card and other special Guests

Every single team member from anywhere in Boka Restaurant group should be acknowledged by management and service staff alike when they dine- as well as regulars and VIPs. These guests should be greeted right away. Do not wait until the end of the meal or halfway through to say hello.

We like to enhance experiences with smart gifts. Don’t just send a dessert at the end the guests may not even like dessert- and then you have lost an opportunity. As managers, we should be dialed into the dining experience of these tables and the service staff should be coming to you to make the call on what we are going to do to make it special, never assume the service staff is on it! Encourage and train the teams they should come to you right away for guidance when one of these guests is inhouse. *Make sure you are aware of dietary restrictions before sending anything to a table! *

What is the BRG Black Card Program?

• Invitation only, extended by senior leadership (or GM’s post approval)

• Membership is determined by patronage over the course of time (number of visits, regulars,investors, friends and family of senior leadership etc.)

• Members have access to first priority reservations through our VIP concierge (vip@bokagrp.com)

• Members may also be included on guests lists to opening parties, friends and family or first access to ticketed events

• Should never be discussed or mentioned to any guests who are not members

• There is NO discount for members

• Not a “loyalty program”

Page updated

Google Sites

Report abuse