Restaurant Cashiers: How to Give Great Guest Service

In any business, employee-customer relations is the key to success. No matter how good the product is, if the experience is unpleasant guests are unlikely to return. Restaurants rely on their front of house workers to keep customers happy and coming back. In fast food, it is usually the same person who takes the order, rings the order, makes the drinks, and delivers the food. The guest experience lies in their hands. There are a few simple guidelines to being a great cashier.

KNOW YOUR MENU. Being familiar with the restaurant's menu is essential. You should know what comes on and with each menu item, and be able to make suggestions. Also, know what substitutions can be made and the price of each.

KEEP YOUR AREA CLEAN. The area around your register or workspace should be kept clean and free of debris. No one wants to eat somewhere that looks dirty. Many people wonder "if it's like this out here, what does the kitchen look like?".

GREET EVERYONE WITH A SMILE. This is a basic rule of customer service. A warm, friendly smile is contagious. You want to start your transactions on the highest note possible, and smiling is the first step. Happy customers are not only your goal, but they are much easier to deal with. Your company may have a greeting they prefer you to use, like "Hi, welcome to____" or a simple "how are you today?". I try to avoid "how may I help you" because it's so commonly used that it seems impersonal, but your company may encourage it.

UPSELL. Suggest an appetizer, dessert, or promotional item at every transaction. Suggestive selling will make more money for the store, and in turn give you the opportunity to make more money yourself. Even big chains have to operate at a certain level before they are authorized to give raises.

READ BACK EACH ORDER. Reading back the order to the customer is the best way to stop problems before they start. It only takes a moment, and cuts back on guest complaints. Be sure you're not talking so fast that they can't understand you, though, or it defeats the purpose.

COUNT BACK CHANGE. Counting back change to each guest reduces mistakes, something both the customer and your supervisor will appreciate.