Roti Customer Service Guide

Purpose

The purpose of this guide is to provide franchise owners with a clear understanding of customer service expectations and best practices in our restaurant. Consistent, positive guest interactions are critical to brand reputation, customer retention, and long-term success.

Core Customer Service Philosophy

Guests First: Every action taken by the team should prioritize the guest experience. Consistency: Deliver the same high standard of service every day, every shift. Ownership: All staff members are responsible for resolving customer concerns. Hospitality: Go beyond serving food—make every visit feel warm and welcoming.

Franchise Owner Responsibilities

Franchise owners are responsible for ensuring all team members are trained in customer service policies, modeling outstanding customer service behaviors, monitoring performance and implementing corrective action when needed, and promoting a guest-centric culture through leadership and recognition.

Customer Service Expectations by Role

Role	Key Responsibilities
Front of House	Greet promptly, maintain eye contact, be polite, upsell naturally, resolve complaints
Back of House	Maintain food quality, communicate with FOH, support timely service
Managers	Floor presence, handle escalations, lead by example, coach staff

Customer Interaction Standards

1. Greeting the Guest

Smile, make eye contact, and greet within 30 seconds, using a welcoming tone such as "Welcome to Roti!" or "Great to see you again!"

2. Service Recovery Steps

1. Acknowledge the issue without interruption.
2. Apologize sincerely and thank them for bringing it up.
3. Act immediately or escalate to a manager.
4. Follow up to ensure satisfaction.

Use the AAA Model:

• A - Acknowledge
• A - Apologize
• A - Act

3. Guest Complaints Process

Document complaints in the daily manager log or in Restaurant365 CTUIT as needed. All complaints must be reviewed at the end of each day, and patterns should be escalated to corporate/franchise leadership.

Measuring Guest Satisfaction

Guest satisfaction can be measured through comment cards or digital surveys, secret shopper programs, online review monitoring, and daily service review meetings with the team.

Training & Coaching

New hires must complete customer service training in their first week. Monthly refreshers and role-playing exercises are recommended, and guest feedback—both positive and negative—should be used as a training tool.

Handling Online Reviews

Respond within 24–48 hours and always thank the guest for their feedback. Acknowledge the issue and offer to continue the conversation offline, and flag trends or serious complaints for escalation.

Franchise Support Resources

• Standard Operating Procedures
• Restaurant365 Incident Reporting & Staff Notes
• Corporate support team contact: [e-mail]