The Olivia
Chain Handbook.
One chain, one standard, one warm welcome. The operating manual for every Olivia location — written for hosts, servers, managers and owners alike.
↓ Download PDF editionBrand & Guest Experience
The Olivia way of welcoming a guest.
Olivia is not a restaurant chain. It is a family of trattorias with one beating heart. Every guest, in every city, should feel they have arrived somewhere that knows them.
Voice & tone
Warm, confident, never servile. We speak Norwegian, English and Italian fluently — and we lean into Italian for moments of celebration. Never use corporate phrases like 'how may I assist you'. Say 'good to see you again' instead.
The first ninety seconds
A guest decides how the evening will feel within ninety seconds of walking in. The host stand is therefore the most important square metre in the restaurant.
- •Eye contact within 5 seconds, even if the host is on the phone — a small nod is enough.
- •Greet by name when Guest Hub recognises the guest.
- •Acknowledge occasions out loud: 'happy anniversary', 'welcome back', 'first time with us — bellissimo'.
Hospitality standards
We never say no to a reasonable request. We find a way, or we offer something better. A guest with a complaint is a guest giving us a second chance — treat the moment like a gift.
Visual identity
Deep Italian green for trust and rootedness. Terracotta for warmth and appetite. Cream for breathing room. Cormorant Garamond for headings — never substitute. Inter for the rest. No stock photography, ever.
"Olivia runs great restaurants. Now it knows its guests just as well."