Restaurant Training Manual – Welcoming Guests in the Restaurant
The Restaurant Hostess should be well groomed and be present at all times during working hours at the entrance of the restaurant.
She should acknowledge guests arrival with a bright smile on her face and pleasant eye contact, while stepping forward towards the guest. Hostess must greet guests by their names (if available) with a courtesy bow. Children should be acknowledged and greeted individually by name (if available). If guest’s name is not known, hostess should confirm name by asking politely “You are Mr. or Mrs….?” Once the name is known, she should say: “Welcome to (name of outlet), Mr./s (name of guest)”. Hostess will escort guests to the table, showing the way to guests with open palm hand, while walking side by side or at a slight distance in front, by saying: “This way please, Mr./s (name of guest)”.
Hostess must suggest aperitif by saying: “Would you like to sit at the bar for an aperitif first or would you prefer to go straight to your table, Mr./s (name of guest)?” She should follow the guest’s response and acknowledge by saying: “With pleasure Mr./s (name of guest), this way please” Hostess should enquire about guest’ preferred section of the restaurant, by saying: “Would you prefer a smoking or a non-smoking section of the restaurant, Mr./s (name of guest)?” Hostess must engage in a light conversation tone with the guests while escorting them. It should be natural and conversational way (not overburdening with excessive conversation – conversation could be on guests stay, which activities guests have enjoyed so far, etc.)
Hostess must pull out the chair lightly from the table, and offer them to sit. Disabled persons should be approached first, women and then men. Hostess should assist the guests such that they are comfortable and should push the chair gently forward and ask: “Please Mr./s (name of guest), are you comfortably seated?” For first time guests, in case a child is present, hostess must propose a high chair as appropriate, and ask: “Would you like me to bring a high chair Mr./s (name of guest)?”
Hostess should unfold napkin on the guest’s lap, from the right hand side, ladies first then gentlemen, with a smile and eye contact. For subsequent visits to the restaurant, high chair is automatically offered to guests without asking. Hostess must ensure that guests are promptly seated and that the correct number of place settings are in place. Hostess should inform guests that their order will be taken right away by saying: “Waiter would take your order right away, Mr./s (name of guest)”.
Hostess should also wish guests a pleasant meal experience and retire with a courtesy bow along with a smile saying: “Please enjoy your (meal) Mr./s (name of guest)”. Hostess should advise headwaiter/waiter whether guests have already had an aperitif at the bar, in order for the headwaiter/waiter to propose aperitif to guests as appropriate. Hostess should present herself well to the guests, should be calm, polite and appealing to the guests.