The E'terie concept is in essence two food service models. The first being the E’Terie Bar and Grill and E’Terie Food To Go Market. Food preparation for the full service counter comes from either the cooked to order station or the main service kitchen.
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.
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.
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.
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.
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.
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.