Table of Content

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