Greet & Introduce Yourself
What happens in the first couple of minutes after a guest sits down, and why it sets the tone for the entire visit.
The assigned server makes personal contact, tells the guest what we do best with beverages, takes the drink order, and marks the table so the rest of the floor knows where things stand.
- Guest introductionThe assigned server introduces themselves personally within 2 minutes of the guest being seated.
- What we do best (beverage)After introducing themselves, the server tells the guest that craft beer is our specialty. We carry a wide selection of styles, and the server should be ready for questions. Wine and cocktails are available too, but lead with craft beer as the specialty.
- Beverage order takenAim for within 3 minutes of the guest being seated, allowing more time if the guest needs it.
- Acknowledgment markerOnce the beverage order is taken, a coaster is placed on the table. It signals to any other server or runner that this table’s order has been taken and their server is on the way to get it.
- Water servicePoured upon request.
Across 680 guest reviews spanning all three locations, the single most repeated complaint was not about food. It was service pacing: long unacknowledged waits and servers who seemed to disappear. That pattern showed up even at Downtown SLC, our best-performing location, which is a sign this isn’t a one-restaurant training gap, it’s a company-wide standard worth holding the line on.
Every guest expects to be noticed quickly and to know who’s taking care of their table. That’s not a high bar. It’s the baseline of eating out anywhere, and meeting it isn’t a wow moment. It’s just what the guest is counting on.
The guest expected to be noticed within the first few seconds of sitting down, and nobody did, because every nearby server assumed the table belonged to someone else. That’s exactly the gap the non-negotiable rule exists to close: if it’s not your table, you still make eye contact and say the table will be helped.