SOP — Be an Order Maker, Not an Order Taker¶
VooDoo Hut's house service standard. Every position, every guest interaction.
VooDoo Hut is proud to be one of the premier party destinations in Texas. Our employees have built a culture of communication defined by one key phrase: "Be an order maker, not an order taker."
But what does this mean? Should I not take orders? Well, not exactly…
It's a two-part communication technique designed to maximize guest experience and tips — usable by any employee, regardless of position.
Guests come to VooDoo Hut for delicious food, cold beverages, entertaining shows, and the company of others. From that starting point you can build a framework of what each guest needs:
1. Listen and observe¶
- Communicate with the guest to better understand their needs
- Listen intently and make eye contact — affirm the guest
- Watch body language
2. Make suggestions that enhance the guest's experience¶
- Use suggestive selling to "upgrade" the guest
- Share useful information — upcoming events and promos
- Take action: get ahead of guest wants before they become needs
Bilateral communication¶
You may only have a few sentences to understand a guest's expectations. After introducing yourself, ask probing questions: "Is this your first time at VooDoo Hut?" — "Are we celebrating anything special today?" This invites the guest to open up. Listen carefully. This is your chance to affirm the guest and understand their expectations — and to assess the guest for signs of intoxication. Communication is critical every time we encounter our guests.
Offer upgraded experiences¶
With what you've learned, offer upgrades. Upselling or offering complementary items raises the check and gives the guest a guided tour of new things from a food-and-beverage professional. Even actions that don't increase the check — remembering to ask their dressing preference — increase satisfaction. And by frequently assessing a guest's needs, a server can save a guest's life by recognizing signs of intoxication and stopping alcohol service (see Responsible Alcohol Service).
"Be an order maker, not an order taker" simply states: "What can I get for you?" is not an option. Every interaction is a process of listening, observing, and providing.