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1.13 Think Like a Guest While You’re Working

Policy Statement

Delivering an exceptional guest experience is one of THE COMPANY’s highest priorities. Every Team Member plays a critical role in ensuring that guests feel welcomed, valued, and confident in the quality and safety of their food. One of the most effective ways to achieve this is to think like a guest while performing your duties. 

Team Members are expected to view the restaurant from the guest’s perspective and act accordingly during every shift, interaction, and service moment.

 

See the Restaurant Through the Guest’s Eyes

Every guest judges their experience based on what they see, hear, and feel the moment they walk in. Team Members should regularly step back, observe their surroundings, and ask:

  • Would I feel comfortable eating here right now?
  • Does the restaurant look, smell, and sound clean and inviting?
  • Would I want to be greeted the way we’re greeting guests today?
  • Would I feel confident in the food safety and cleanliness I’m seeing?

This mindset helps identify issues before guests notice them—such as clutter, fingerprints, spills, smudged glass, overflowing trash, or untidy dining areas.

 

Anticipate Guest Needs

Thinking like a guest means anticipating what they may want or need before they ask. Examples include:

  • Greeting guests quickly and warmly
  • Offering assistance when someone looks unsure or confused
  • Keeping the line moving efficiently
  • Maintaining a clean dining room, restrooms, and beverage station
  • Being proactive during busy periods to minimize wait times
  • Making sure utensils, napkins, and lids are stocked

Guests should never feel ignored, rushed, or like they’re interrupting you.

 

Present Yourself the Way a Guest Expects

Uniform, grooming, hygiene, and body language directly influence guest confidence. Thinking like a guest means asking:

  • Would I trust someone who looked like me right now to prepare my food?
  • Am I giving off positive, professional body language?
  • Do I look clean, neat, and ready to serve?

Professional appearance enhances trust and reinforces the SUBWAY® brand.

 

Communicate the Way Guests Expect

Guests expect clear, friendly communication. Team Members should:

  • Speak politely and respectfully
  • Use professional language and tone
  • Avoid side conversations while guests are present
  • Listen carefully to orders without interrupting
  • Avoid complaining, gossiping, or personal conversations on the line

Guests can hear everything — even when you think they can’t.

 

Protect the Guest Experience at All Times

Team Members should avoid all behaviors that could negatively impact the guest experience, including:

  • Arguing with coworkers or managers
  • Talking loudly or inappropriately
  • Eating in front of guests
  • Ignoring a guest while focusing on non-customer tasks
  • Displaying frustration, annoyance, or impatience

Guests should always feel welcome, valued, and appreciated.

 

Make Decisions with the Guest in Mind

When unsure how to handle a situation, Team Members should ask:

“What is the right thing to do for the guest?”

This includes:

  • Correcting mistakes promptly
  • Remaking food items when necessary
  • Apologizing sincerely when something goes wrong
  • Asking a Manager for help before a small issue becomes a big one

Doing the right thing for the guest almost always results in the right outcome for the business.

 

Your Behavior Shapes the Entire Restaurant Environment

Guests form opinions based on:

  • Cleanliness
  • Food quality
  • Friendliness
  • Attention to detail
  • Professionalism
  • Safety and sanitation practices

Every Team Member contributes to these impressions. Thinking like a guest ensures consistent, high-quality experiences that encourage return visits and positive word-of-mouth.

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