Recipe Cards
-
Dessert
Dessert
-
Greens
Greens
On a Crust
Graphic Identity
-
Marketing
Marketing
Menus
Signage
Signage
Packaging
Packaging
Graphic Identity Guidelines
Graphic Identity Guidelines
Standard Operating Procedures
-
In Room Delivery
In Room Delivery
Each order will be delivered within five minutes of the provided delivery time, and if that time cannot be met, guests will receive a telephone update and explanation. Each order will be inspected before delivery to meet E’terie quality standards and prepared thoughtfully with the appropriate condiments, tableware and glassware.
DOWNLOAD
-
Retail Visual Merchandising
Retail Visual Merchandising
With consistent attention and the brand’s expertise, the E’terie team will keep their visual merchandizing displays stocked, cleaned and aesthetically pleasing to the guests at all times.
DOWNLOAD
-
Guest Relations
Guest Relations
E’terie will make itself available to criticism and document all guest complaints. Management will acknowledge guest complaints within 48 hours of receipt—whether written or over the telephone—and must begin working toward a resolution satisfactory to the customer and Embassy Suites by Hilton.
DOWNLOAD
-
General Guest Service
General Guest Service
E’terie promises to consistently deliver excellent guest service in the spirit of our brand pillars of Quick, Mindful and Genuine by upholding the tenets outlined below.
Download
-
Food Runner Service
Food Runner Service
E’Terie Food Runners are the team members responsible for providing quick and efficient food and beverage service in a friendly, courteous and professional manner to our E’Terie guests. They greet guests at tables based on numbered delivery system, provide a brief description of the product(s) delivered to the table and place the product(s) in front of the appropriate guest. They consistently ensure guest satisfaction through routine table visits and enhance the guest dining experience by offering to provide additional beverages that are eligible for refill. Their responsibility also includes fast and efficient clearing and resetting of the dining room along with maintaining cleanliness of areas for maximum turns per seat.
DOWNLOAD
-
Telephone Communications
Telephone Communications
All telephone calls will be answered within three rings and handled in a calm and professional manner. Before operating the telephone, team members must first be trained to understand E’Terie telephone expectations and etiquette.
DOWNLOAD
-
Brand and Team Modules
Brand and Team Modules
E’Terie is a new concept to Embassy Suites. Our brand pillars are quick, mindful, and genuine. We are excited to launch this new concept and we want to ensure you have the knowledge and tools to make E’Terie a success. We are going to start out by talking about the importance of first impressions. Then, we will look at how we can upsell at the evening reception through personalizing and customizing the guests’ experience. We will then have an opportunity to practice through role playing.
DOWNLOAD
-
Journal
Journal
“55% of the first impression you give off is based on your body language and other visual components, 38% on your tone of voice, and only 7% on the actual words you speak.”
DOWNLOAD
-
Bar Service
Bar Service
E’Terie Servers will greet guests at their table and provide a positive impression of our operation while also ensuring guest satisfaction through routine table visits. Bar team members will deliver the same impression to guests ordering at the bar. The brand pillars of Quick, Mindful and Genuine should be demonstrated through our service and our demeanor.
DOWNLOAD
-
Bar Billing
Bar Billing
Following the guidelines ensure a lively and comfortable experience for each guest at the bar while operating in the most efficient manner possible.
DOWNLOAD
Loading
