Hospitality and Product Knowledge: The Maine Way

Vocabulary and key concepts regarding guest service, hospitality standards, and product sourcing from the Luke's Lobster training transcript.

Guest

The term used for diners to promote the values of hospitality and ensure they feel cared for rather than just being a customer.

Luke's Way

The traditional way lobster rolls are made at Luke's, featuring chilled seafood.

Finding the Yes

A service philosophy focused on what the staff can do for a guest versus what they cannot do, such as offering warm butter if a guest wants a hot roll.

Mobsta Card

A rewards program where guests receive a punch for spending over $10$ in one order (limit one per day); every $5$ punches results in $10$ off.

5:10 Rule

A rule for guest hospitality and engagement while working in the dining room.

Ocean to Shack

The seven steps of the product process: (1) Sourcing, (2) Stunning, (3) Separation & Grading, (4) Convention Steam Cooking, (5) Cooling, (6) Hand-Picking, and (7) Packing and Transporting.

B-Corp

A certification held by Luke's Lobster for being a high-scoring seafood company in practices of traceability and sustainability.

Lobster Roll

A split New England style bun toasted golden brown on both sides with a swipe of mayo, chilled seafood, lemon-butter, and Luke’s seasoning.

Jonah Crab

The primary type of crab used at Luke's, sourced from New Bedford, Maine.

North Atlantic Shrimp

The type of shrimp used at Luke's, sourced from Gaspe, QB; never referred to as "the lobster of the sea."

Maine-style Roll

A roll where the lobster is served chilled.

Connecticut-style Roll

A roll where the lobster is served hot.

New England Clam Chowder

A soup characterized by a rich, creamy texture and a milky white color.

Manhattan Clam Chowder

A soup characterized as tomatoey, brothy, and clear.

Hurricane Soups

The source of Luke's soups, located in Greene, Maine and founded by Phil Wilbur.

Potato Starch

The ingredient used to make Luke's soups gluten-free.

Lobster Bisque

A velvet base of pureed lobster, cream, sweet potato, and onion, finished with chunks of knuckle and claw meat.

Luke's Slaw

A mayo-less cabbage salad prepared with a poppyseed dressing.

Five Steps for Food Allergies

(1) Review ingredient index, (2) Inform guest of ingredients, (3) Determine allergy vs. preference, (4) Involve an allergy-trained Shift Leader or GM, (5) Mention cross-contamination risks.