上海翻譯公司完成食品介紹英文翻譯

Chapter 1-Menchie’s Competitive Advantage
 
Chapter 2- Program Overview
 
Chapter 3-Greeting-Menchie’s first impression
 
Chapter 4-Guide-Offering assistance and giving suggestions
 
Chapter 5-Genuine Connection-The personal touch
 
Chapter 6-Gift-Giving away smiles to go!
 
Chapter 7-Good-bye-Hope to see you soon
 
Chapter 8-Additional Guest Care-Every Smile Matters
 
Chapter 9-5G’s Team Member Quiz
 

Page 3 of 14
 
 
Preface
 
Menchie’s believes in making the world a more smiley place, one cup of yogurt at a
time. This mission can only be achieved with a united effort from every member of the
Menchie’s family; headquarters team, franchisees and you, our valued team members.
 
Our mission is simply, “we make you smile” and how we achieve that goal is by creating
the same experience where every interaction with every guest is flawlessly fun in all restaurants
all over the world. Providing service that exceeds expectations and working to wow every guest,
every time, is sure to result in keeping Menchie’s as best in class of frozen desserts that inspires
guests to share the experience with friends and family. As part of a global company, it is up to
you to impart this important mission to your community. Each and every guest deserves to
receive the true Menchie’s experience when they visit your restaurant. The key ingredient to that
experience is you.
 
We have created a program called the “5Gs” as a tool for you to create this experience.
When used in conjunction with your commitment, dedication and focus, you will be sure to
create the Menchie’s experience and make your guests smile. Following this program will
sharpen your customer service skills, which we refer to as guest care. Remember to add your
own personal touch and have fun. Once you have completed the program, ask yourself:
 
“Can I deliver the Menchie’s Experience, every day on every shift?”
 
If the answer is “Yes,” you will find your work rewarding. You are a team member of Menchie’s,
and you serve more than frozen yogurt, you serve smiles.
 

Fun/happiness
Community
Education
Health
Family
Quality
Long-term relationships
Leadership

 
 
 
The Menchie’s Experience (3P’s)-
 
There are 3P’s that defines the Menchie’s experience for your guests which are:

 
People
 
Place
 
Product


Provide world class guest care.
 
Create an environment that is flawlessly fun.
 
Offer products that are high quality, provide a variety of options, and encourage

guest innovation for mixes.
 
YOU are a huge part of the Menchie’s Competitive Advantage.
 

Page 5 of 14
 
 
 
 
Chapter 2-Program Overview
 
 
 
Our Smileosophy
 
At Menchie’s we aren’t employees who ring up customers. We are team members who host
guests and make sure that every guest leaves with a smile. To do that we use a simple system
called the 5G’s.
 
 
Thinking moment: What is the different between a customer and a guest?
 
Menchie’s 5G’s Guest Care Program
 
Greeting
 
As a guest enters your restaurant it is essential they receive an energetic and authentic, “Hi,
Welcome to Menchie’s.”
 
Guide
 
Next your role is to take care of your guest’s needs and introduce them to what’s new in the
restaurant. While regulars could be shown the latest flavor or new food item, first time visitors
should be introduced to how it works.
 
Genuine Connection
 
Once a guest arrives to the register, begin every transaction with a connection. Show them you
genuinely care that they are having a smiley experience. The genuine connection can be
made at any point in your guest’s visit.
 
Gift
 
You should surprise and delight children with stickers, tattoos, color-in sheets or balloons. Every
child under 10 should be offered a gift before they leave the restaurant. You may find that even
adults can be kids at heart (Always hand to parents.)
 
Good-bye
 
Give a friendly goodbye and show your guest that their visit made you smile and that you look
forward to seeing them again.
 

Chapter 3-Greeting – Menchie’s first impression
 
 
 
This is your chance to make your guests feel welcome. Make every greeting authentic and
meaningful.
 
 
Thinking moment: Do you want guests who enter our restaurant to feel welcome? How can
you make sure this always happens?
 
 
 
Three key checks:
 
For each of the 5G’s, we have provided three key checks to give you the tools you need to
deliver the 5G’s properly.
 
Start with a smile
 
Smiles are contagious. As guests walk in, greet them with a smile, followed by “Hi, Welcome to
Menchie’s.” We want you to make the 5G’s your own through your unique personality. However,
this specific greeting is always required. Our guests should be greeted within 5 seconds of
entering your restaurant.
 
Make eye contact
 
Make the greeting personal by making eye contact with your guests. Making eye contact
shows that you care.
 
Set the tone
 
Your tone of voice gives meaning to your greeting and your tone should reflect that you are
excited to see your guests. With excitement in your voice and a smile, you will make your guests
feel welcome.

Watch two greetings from other team members and take notice how the guests react to
a Menchie’s greeting.
Give greetings to at least seven guests (You can practice with another team member to
get comfortable).
Get feedback from your educator on how you did.
Keep practicing until you and your leader feel 100% satisfied with your greeting.

Page 7 of 14
 
 
Chapter 4-Guide -Offering assistance and giving suggestions
 
 
 
The key to being a guide is knowing your guests’ needs and sharing with them what’s new in the
restaurant. With experience, you will be able to anticipate what your guests need and want.
 
 
Thinking moment: How do you know when guest may need help? How will a guest know
what’s new in your restaurant?
 
Three key checks:
 
Know your guests’ needs
 
Observe your guests to identify their needs. Pay attention to both verbal cues (“Where are the
cups?”) and non-verbal cues (Guests looking lost and/or confused). Take initiative. Approach
your guests and offer them assistance; they should never have to ask for your help before you
offer it. Interact with your guests while they’re at the yogurt bar. Be aware of body language.
You can tell when someone does not want to be bothered. Do not interrupt conversations
between guests.
 
Offer a Suggestion
 
There are many ways to give suggestions to your guests, you can: Recommend your favorite mix,
highlight promotional flavors, or introduce a new flavor in your restaurant. You should always
have a suggestion for your guests and be knowledgeable about our products.
 
Show them how it works
 
Take the time to introduce first timers to the Menchie’s experience by showing them how
everything works (waffle bowls, samples, flavors…). You are the host and the guest will need
your assistance.
 
 

Have a team member guide you through your restaurant as if you were a first time
guest.
Switch roles, now you guide them as if they were a first time guest.
Give a guide to at least two guests. Get feedback from your educator on how you
did.
Keep practicing until you and your leader feel 100% satisfied with your guiding skills.

Page 8 of 14
 
 
Chapter 5-Genuine Connection - The personal touch
 
 
 
A genuine connection is all about showing the guests that you really care about their
experience. This connection will make the guests’ experience personal and fun. Every guest
interaction at the register should have a genuine connection, however, don’t limit your genuine
connections to the register. One of the other things you can do to connect is a “table touch”.
A table touch is when you stop by a table and start a brief conversation; they can be as simple
as “Are you enjoying your yogurt?” Other ways to make genuine connections is to bring stickers,
tattoos, or color-in sheets to families with children.
 
 
Thinking moment: How can you bring your personality into every interaction? Where can a
genuine connection happen?
 
Three Key Checks:
 
Check for satisfaction
 
At the register, make sure your guest’s experience was a great one. Asking guests about their
experience is one way to check for their satisfaction.
 
It is difficult to make a genuine connection when there is a line and you are alone in the bubble.
If there are two or more guests in line, reach out to another team member for help.
 
Personalize their experience
 
Don’t be a robot. Show your personality and personalize each genuine connection. Try giving a
compliment or offering some kind words. You can also get personal by learning your guests’
names or favorite mixes. Make every guest feel like a regular by treating them like one. If the
restaurant is busy, keep it short and smiley.
 
Offer mySmileage rewards
 
Ask every guest if they are a member or would like to join. Let them know “It’s free and it’s
easy.” The MySmileage grid will describe how to explain the program.
 

Write down three ways to start a conversation with a guest.
Review these with your leader.
Review the MySmileage flow chart and read a MySmileage passport.
Make three genuine connections with guests (without handling cash).
Keep practicing until you feel 100% satisfied making genuine connections.

 
Page 9 of 14
 
 
MySmileage Flow Chart
 
TM: May I have your MySmileage card?

 
 
I do not have
one.
 
 
 
TM: It’s a free and easy rewards
program which earns you a smile
for every dollar you spend.
 
Once you get to 50 Smiles, you
get $5.00 Menchie’s money
loaded on to your card.


 
Yes
 
 
 
 
TM: Great! Let’s add some more
smiles to your account.
 
 
 
 
 
Action: Look at the
receipt to see if it is a

registered account.
 
Let me get you started today!

Action: Press
MySmileage button and


No.


Yes.

swipe card.
Below is a sample of an

 
Action: Present passport
+ MySmileage card +
MySmileage receipt.
 
 
Action: Continue
with payment.
 
 
 
 
TM: Make sure you register your
card online at menchies.com.
 
Afterwards, you’ll receive 25 Free
Smiles! That’s halfway to your
free $5.00.
 

 
Page 10 of 14
 
 
Chapter 6-Gift -Giving away smiles to go!
 
 
 
Giving a gift is the “cherry on top” and is a way for us to say to guests, “here’s an added bonus
for visiting us today.” This gives guests the opportunity to take the Menchie’s experience home
with them. Gifts should be given to any child 10 and under
 
 
Thinking moment: What impact does a gift have on a child?
 
Three Key Checks:
 
Know your sweet friends
 
Most of our gifts are based on Menchie and his sweet friends. Review the Sweet Friends Job Aid,
so you can bring the sweet friends to life.
 
Give with excitement
 
The gift is free, the wrapping is your excitement, and the ribbon is your smile. Be excited to give
a gift and your guests will be excited to receive one. Remember to always give gifts to parents
and let them give the gift to their child. Offer children under 3 the under 3 toy, which is a mini
Menchie cut out. You will review more about this in the rollout pack.
 
Keep it simple
 
Pick a sticker, tattoo, color in sheet or balloon. Make sure the gift you offer is easily available
and ready for the rush. Remember to give this to any child that is 10 and under. If you have a
question about their age, kindly offer it anyway. If someone comes and ask for a gift please
make it available for them.
 

Review the Sweet Friends Job Aid.
Offer gifts to 5 guests 10 and under.
Do a table touch and offer color in sheet, stickers, or tattoos.
Practice giving the gift until you feel 100% satisfied.

 
Page 11 of 14
 
 
Chapter 7-Good-bye-Hope to see you soon
 
A friendly good-bye shows your guests that their visit made you smile and that you look forward
to seeing them again. We have a signature good-bye which is “Thank you, have a smiley
day/night.” Have fun with this and see how many of your own exciting goodbyes you can
create.
 
 
Thinking moment: Why is saying thank you and good-bye important?
 
Three Key Checks:
 
It was a pleasure seeing you
 
Let your guests know you care about their visit and you value their business. Your tone should
reflect this statement: “It was great seeing you, can’t wait to see you again.”
 
Thank you
 
The phrase “thank you” is powerful. It shows your guests that you are genuinely happy they
came to visit and encourage them to come again. “Thank you” should always be part of your
good-bye.
 
End with a Smile
 
Your guests’ visit should end just like it started, with a smile. When all 5Gs have been applied,
you can say “have a smiley day/night” with pride. Here are more good-bye suggestions to keep
the good-bye personal and sincere:
 
“Thank you for visiting Menchie’s”, “Have a wonderful day/night”, “Hope we made you smile,
see you next time”, “Enjoy your day/night”.

Say our signature good-bye (Thank you, have a smiley day/night) to three guests. Did
they smile?
Think of two other good-byes that you personally enjoy and share them with three guests.
Did they smile?
Practice your good-byes until you feel 100% comfortable.

 
 
Final Activity

Put it all together: Do all 5G’s with guests until you are comfortable. Sit with your leader

to discuss feedback.
 

 
Page 12 of 14
 
 
Chapter 8-Additional Guest Care-Every Smile Matters
 
 
Now that you have mastered the 5G’s, here are additional tools to help you deliver a world class
guest experience.
 
 
Thinking moment: Can the guest see your smile by the tone of your voice?
 
Phone greeting-Making them smile from a distance
 
Guests often call to ask about flavors, check on hours of operations, make community requests,
etc. Having a consistent phone greeting is another way to make your guests smile.
 
Your Store Leader will inform you of your restaurant’s phone greeting.
 
Here are two suggested phone greetings:

 
Good [Morning, Afternoon, Evening]
Thank you for calling Menchie’s of [Restaurant
Name]
This is [insert your name here] speaking


It’s a Smiley day/night at Menchie’s of
[Restaurant Name]
This is (your name) speaking
How may I assist you?

How may I make you smile?
 
 
 
 
Thinking moment: What can you do to increase the value of a guest’s visit?
 
Going the extra smile-More Genuine Connections
 
Here are examples of more genuine connections you can make during your shift:

Table touches-Speaking to a guest at their table to connect and get to know them.
Expedite lines-Always be aware of guest waiting in line, if there are two or more in line
you should have two registers open.
Get to know guests by name.
Activity sample new flavors and waffle pieces to guests as they enter your restaurant.
Gifts in line-During peak times which may create long lines, offer gifts to a guest in line to
connect with them while they wait and to speed up the process at the register.
Always look for ways to connect with your guests-When you’re doing any front of house
task (sweeping, cleaning tables, etc.) take time to smile and interact with your guests.
Open doors, give balloons, stickers, color in-sheets, take community board pictures,

dance in the Menchie costume, actively sample, help guests out with big orders, the list
goes on….