Table of Contents General Host / Hostess Information. Telephone Procedure. How to Answer a Phone Call. Reservation. Large Parties Reservation. Special Request. Greeting. Waiting List. Information from guest.!a"les are Rea#$.% eating guests.! Public "elations # Communication $ill.!
Table of Contents General Host / Hostess Information. Telephone Procedure. How to Answer a Phone Call. Reservation. Large Parties Reservation. Special Request. Greeting. Waiting List. Information from guest.!a"les are Rea#$.% eating guests.! Public "elations # Communication $ill.!
Table of Contents General Host / Hostess Information. Telephone Procedure. How to Answer a Phone Call. Reservation. Large Parties Reservation. Special Request. Greeting. Waiting List. Information from guest.!a"les are Rea#$.% eating guests.! Public "elations # Communication $ill.!
General Host/Hostess Information.............................................................................................2
Telephone Procedure...................................................................................................................2 How to Answer a Phone Call..........................................................................................................................2 Reservation......................................................................................................................................................3 Large Parties Reservation................................................................................................................................3 Special Request...............................................................................................................................................3 Greeting........................................................................................................................................4 Waiting List..................................................................................................................................4 Information from guest.................................................................................................................................... !a"les are Rea#$.............................................................................................................................................% eating guests...............................................................................................................................! Public "elations # Communication $ill..................................................................................! &enu 'nowle#ge............................................................................................................................................% Specialties ( Promotions................................................................................................................................% Compan$ ( Restaurant Information...............................................................................................................% Problems ol%ing.........................................................................................................................& )aiting for !oo Long......................................................................................................................................* +uestions.........................................................................................................................................................* Acci#ents.........................................................................................................................................................* Complaints.......................................................................................................................................................* 'are(ell Guest.............................................................................................................................) GENERAL HOST/ HOSTESS I NFORMATI ON ,ou are the first an# usuall$ the last person a customer sees. !he customer-s first an# last impression of our restaurant is $ou. All incoming guests must receive a frien#l$. sincere greeting an# goo#"$e. /eing a host0hostess. $ou set the moo# for the guest an# #rive the flow for the sta$ an# #eparture. !he smiles $ou put on people-s faces through $our #ealings with them 1 whether answering the phone. greeting. sa$ing goo#night. or answering questions 1 can 2&A'3 A 4I553R36C3-. ,our appearance an# attitu#e is important. Customers watch the operation $ou perform. so loo7 organi8e#. calm an# confi#ent. If $ou are having a pro"lem. alwa$s as7 the manager for help. Alwa$s a##ress the customer first. If $ou are completing a seating 2transaction-. let the customer 7now $ou will "e right with him0her. 9ive e$e contact an# smile. !here shoul# alwa$s "e someone at the front #oor. If $ou must leave for a minute. have someone cover for $ou. )hen tal7ing on the phone. alwa$s smile. it will ma7e $ou feel goo#. 6ever lean over the reception. this loo7s unprofessional an# #oes not allow $ou to greet our customers professionall$. 6o emplo$ees are to receive phone calls. If caller sa$s it is an emergenc$. fin# $our manager. Alwa$s 7eep the entrance an# $our reception #es7 clean an# ti#$. !his gives a positive impression of our restaurant to the customer. As a host0hostess. $ou are not alone at the entrance. #uring operation. $ou must communicate well with $our colleagues to ma7e the whole restaurant operation smooth. TELEPHONE PROCEDURE 3ach time we answer the phone. we are selling the restaurant to a potential customer. Answering the telephone is the responsi"ilit$ of the host0hostess #uring operating hours: however. "e aware when the phone is ringing an# ma7e sure it is answere# after a ma;imum of three rings. Its also important to lean to use the phone properl$. e.g. hol# or transfer. HOW TO ANSWER A PHONE CALL 29oo# afternoon0evening. 2restaurant name-. ;;;;;; spea7ing. how ma$ I help $ou<- )hen $ou nee# the phone to "e on hol#. tr$ to get "ac7 to the guest within 3= secon#s. 2 )e will not allow emplo$ees to ma7e or receive telephone calls. unless there is an emergenc$. If there is an emergenc$. get a manager right awa$. >ff?#ut$ emplo$ees are not allowe# to use the house phones. RESERVATI ON !he following are essential information $ou nee# to ta7e@ Repeat an# spell the guest-s name AInclu#ing guests- initialB !he #ate an# time of #esire# reservation !he num"er of people As7 the guest-s telephone num"er AIf it is an office num"er. as7 for a mo"ileCB Prefer smo7ing or non?smo7ing section Repeat all the information that $ou receive#. !han7 $our caller for the reservation an# e;press $our feeling of loo7ing forwar# to seeing them soon. LARGE PARTI ES RESERVATI ON )hen ta7ing reservations for parties of ADB or more. host0hostess must also as7 if that is for an$ special occasion. such as "irth#a$ or anniversar$. As7 the guest if there is an$ special assistance the$ nee#. Ca7e charge as well as cor7age fee shoul# "e informe# to guests. Suggest preparing a special menu for the parties to minimi8e the time for or#ering an# at the same time helping ease with the 7itchen operations. +uestions nee#e# to "e as7e# "efore prepare the menu inclu#e "u#get. #ishes the$ li7e. foo# the$ #isli7e or are allergic to. SPECI AL REQUEST 9uests ma$ alwa$s have special requests. e.g. )ant to or#er special #ishes in a#vance Requeste# for a specific ta"le Special #ecorations are #esire# Requeste# for special arrangement Ae.g. ProposalB /oo7ing for a ca7e 3 !r$ to offer help as much as $ou can. e.g. if guests request for a special ta"le. chec7 $our reservation "oo7 to see if a ta"le is availa"le. If no ta"les are availa"le at the #esire# time@ chec7 to see if an appropriate ta"le is availa"le earlier or later an# suggest that time to the guest. Remin# the guest that $ou will confirm their reservation on the #a$. Remem"er to confirm their entire special request an# e;press $our feeling of loo7ing forwar# to seeing them soon. GREETI NG ,our greeting is the guest-s first impression of the restaurant. Remem"er. neither $ou. nor the restaurant. get a secon# chance to ma7e a goo# first impression. 9reet guests. whenever possi"le. within 3= secon#s upon their entr$ to the restaurant@ i.e.. 2I-ll "e right with $ou.- an# use their names whenever possi"le. 4o not use the reception #es7 as a shiel# to stan# "ehin#. Stan# up front: #o not ma7e the guest approach $ou. ,ou must ma7e the first move in welcoming $our new guests. &a7e ever$ guest feel wante# an# appreciate# the minute the$ set foot into our front #oor. 9ive e$e contact an# smile. ,our greeting shoul# "e change# to what feels comforta"le to $ou. 4o not "e repetitious "$ using the same greeting ever$ time. /e careful not to let the frien#s $ou ma7e ta7e up too much of $our time. It is of great importance. an# a "usiness value. that each guest receives a special greeting. WAI TI NG LI ST I NFORMATI ON FROM GUEST Customer name 6um"er in part$ !ime chec7e# in !ime quote# 6otes Smo7ing or non
!elephone num"er if nee#e#
TABLES ARE READY )hen $ou are rea#$ to seat a customer. use the guest-s name@ i.e.. 2&r. Eones. $our ta"le is rea#$C- or 23nFo$ $our lunch. &s. Smith.- Alwa$s tr$ to carr$ $our guests- to the ta"le. an# hang up their coats. an# pull out their chairs. SEATI NG GUESTS )hen $ou are lea#ing guests to the ta"le. ma7e sure $ou wal7 at an appropriate spee#. !r$ to loo7 "ac7 an# see if the$ are following $our stepC )hen there are stairs. ma7e sure to remin# guests to 2min# their steps-. )hen seating guest. remem"er to pull out chairs whenever possi"le. PUBLI C RELATI ONS & COMMUNI CATI ON SKI LL MENU KNOWLEDGE )hen $ou Foine# the restaurant. $ou will "e e;pose# to the menu an# its ingre#ients. It is imperative. as a host0hostess. $ou 7now the menu items an# the accompaniments that go with them. !his will ena"le $ou to assist $our guest when questions in person. or on the phone. SPECI ALTI ES & PROMOTI ONS It is important to 7now a"out the #ail$ specials of $our restaurant. these specials ma$ inclu#e a #rin7 special. an appeti8er. a sala#. a pi88a. an entrGe or a #essert item. 3speciall$ #uring festivals. e.g. Christmas. Halentines 4a$ etc. it-s ver$ important for host0hostess to 7now the price. menu an# the reservation proce#ures of the restaurant. >thers information inclu#e all the promotions offering in the restaurant. e.g. cre#it car# promotions. COMPANY & RESTAURANT I NFORMATI ON Phone calls are not onl$ for reservations. People will as7 information a"out $our companies an# restaurant. So $ou must "e familiar with all the information an# prepare for offering help at an$time. !his information will also "e useful for $ou to chat with waiting guests. Eust tell them some interesting information to ma7e them feel at ease while the$ are waiting. Promoting other restaurant in the #ivision. % PROBLEMS SOLVI NG /ecause $our position at the #oor is semi?stationar$. guest will loo7 to $ou to solve pro"lems@ i.e.. lost items. questions a"out the wait. their seating arrangements. the nee# for a ta;i. etc. 6o matter how "us$ $ou are. each guest must "e treate# with sensitive concern for their pro"lems or interests. !act an# #iplomac$ un#er pressure is a s7ill essential to $our success at m.a.;. concepts. ,our a"ilit$ to smile an# remain calm in the face of a#versit$ will eliminate or ease the stress encountere# in $our Fo". >ften. the onl$ solution to a pro"lem will "e to get a manager. 4o not hesitate to #o this: however. most pro"lems can "e solve# Fust "$ provi#ing a listening ear. WAI TI NG FOR TOO LONG !here will alwa$s "e complaints from customers waiting too long to get ta"les. If $ou can. tr$ to let the guest 7now a"out the appro;imate time for waiting an# 7eep them up#ate#. If $ou see a long wait in the restaurant. $ou ma$ as7 chef or "ar ten#er to prepare some foo# or "everages for tasting. !his is also a ver$ goo# time for $ou to sell $our menu to the guest. QUESTI ONS 9uests will as7 $ou all 7in# of questions a"out the restaurant or compan$. so as mentione# "efore: $ou must 7now all information a"out $our compan$. >ther information that $ou nee# to 7now is a"out $our environment. !he reception is alwa$s an enquir$ centre. people passing "$ love to as7 an$ 7in# of questions a"out $our surroun#ings. 3.g. 2)here is the nearest washroom<- or 2)hich wa$ can I get to the nearest supermar7et<- or 2)here is the nearest &!R station. or e;it I nee# to ta7e to get to the restaurant<-. ACCI DENTS )hen guests tell $ou a"out acci#ents happening. e.g. the$ loss of their personal "elongings. $ou must listen to them carefull$. tr$ to offer help as much as $ou can. If $ou can-t solve the pro"lems. alwa$s tr$ to get $our managers or supervisors to help. COMPLAI NTS An$ time a customer has a complaint. alwa$s #eal with them calml$ an# get a manager imme#iatel$. !his is important for complaints in person. as well as over the telephone. >ur goal is to ta7e a negative situation an# turn it into a positive e;perience. Apologi8e to the guest for an$ inconvenience. an# get the manager imme#iatel$. * FAREWELL GUEST ,ou as a host0hostess are the guest-s first an# last impression of m.a.;. concepts. Eust as $our frien#l$ smile an# attitu#e welcome# the guest into m.a.;. concepts. $our pleasant farewell leaves the guest feeling goo# an# wanting to return. )e have four #istinct o"Fectives with ever$ #eparting guest@ I. !o ma7e sure their e;perience in our Restaurant was pleasura"le. 2. !o than7 them. "$ name. for their patronage. 3. !o invite them "ac7 for another visit soon. . !o ma7e sure their last impression is a positive one. Host staff. "ussers. servers. an# managers all have the responsi"ilit$ to "i# our #eparting guests farewell: "ut host staff an# managers usuall$ have the most frequent opportunities to #o so. Here is the "ehavior associate# with a farewell that is guarantee# to generate a repeat visit@ Help guests on with their Fac7ets or coats. >pen the #oor for ever$ #eparting guest. !han7s guests "$ name an# invite them "ac7 for a specific occasion@ 2Come "ac7 an# enFo$ our A)ee7l$ special. 6ew promotion or Special eventB- It ta7es onl$ a fleeting moment to wrap an# #eliver it. "ut the memor$ of it can last a lifetime. It-s the onl$ thing people can wear that never goes out of st$le. An#. one si8e fits ever$one. It is calle# a 2S&IL3-. J