reception training

5/23/2018 Reception Training

1/7

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.............................................................................................................................)


2/7

GENERAL HOST /HOSTESS INFORMATION

,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 $our #ealings with them 1 whether answering the phonegreeting sa$ing goo#night or answering questions 1 can &A' A 4I55R6C-.

,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 transaction- 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.

T E L E P H O N E PR O C E D U R Each 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.

HOWTOAN S W E R A PH O N E CA L L

9oo# afternoon0evening restaurant name- ;;;;;; spea7ing how ma$ I help $ou


3/7

)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.

RESERVATION

!he following are essential information $ou nee# to ta7e@

Repeat an# spell the guest-s name Inclu#ing guests- initialB

!he #ate an# time of #esire# reservation

!he num"er of people

As7 the guest-s telephone num"er If it is an office num"er as7 for a mo"ileB

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 PA R T I E S RESERVATION

)hen ta7ing reservations for parties of DB 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.

SP E C I A L RE Q U E S T

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 e.g. ProposalB

/oo7ing for a ca7e

3


4/7

!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.

R E E T I N,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. I-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.

W A I T I N L I S TINFORM AT IONFROM G U E S T

Customer name

6um"er in part$

!ime chec7e# in

!ime quote#

6otes

Smo7ing or non


5/7

!elephone num"er if nee#e#

TA B L E S A R ERE ADY

)hen $ou are rea#$ to seat a customer use the guest-s name@ i.e. &r. Eones $our ta"le is

rea#$- or nFo$ $our lunch &s. Smith.- Alwa$s tr$ to carr$ $our guests- to the ta"le an#

hang up their coats an# pull out their chairs.

S E A T I N U E S T S)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 step

)hen there are stairs ma7e sure to remin# guests to min# their steps-.

)hen seating guest remem"er to pull out chairs whenever possi"le.

P U B L I C RE L A T I O N S & CO M M U N I C A T I O N SK I L LME N UKN O W L E D G E

)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.

SP E CIALT IE S & PROM OT IONS

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.

speciall$ #uring festivals e.g. Christmas alentines 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& RE S T AURANT INFORM AT ION

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.

%


6/7

P R O B L E M SSO L V I N/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.

WA I T I N G F ORTO OLO NG

!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.

QU E S T I O N S

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 $oursurroun#ings. .g. )here is the nearest washroom


7/7

F A R E W E L L U E S T,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@

. !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@ Come "ac7 an# enFo$

our )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 S&IL-.

J

reception training

Documents