Licenciado

Table of Contents





Introduction 3


HOST/HOSTESS FUNCTION AND RESPONSIBILITIES 4

GENERAL HOST INFORMATION 5

The Greeting 6

The Waiting List 7

Telephone Procedures 9


Personal Appearance 11

UNIFORM 11

Dress Code 12


The Guest 13

SERVICE 15

Reservations 19

Waiting List Calls 19

Customer Complaints 20

Diplomacyand Tact 20

Bidding Farewell 21


Alcohol Awareness 22


MENU KNOWLEDGE 24


METHODS OF PAYMENT 26

CREDIT CARDS 26

Checks 26


Performance Standards 27

POINTS OF DIFFERENCE 30

Front of the House Behavior 30

Eating or Drinking 31

After Shift Behavior 31

Opening, Running, Closing Duties 31


Additional Host/Hostess Information 32PAGING SYSTEM 32


PROMOTIONS 32


LOST AND FOUND 33


TIPPING 33


CONCLUSION 34

INTRODUCTION


Congratulations on your employment as a host/hostess at [Restaurant Name]! We will provide you with the training you need to be successful. As a host/hostess you’ll be an important part of each guest’s experience in our restaurant. We take great pride in our quality food and friendly,responsive service. Our high standards can only be maintained through great people like you who share our values and desire to do the very best job possible for our guests every day.


The guidelines listed on the following pages have been established to help you in your effort to provide these qualities to our guests. Along with the hands-on training you will receive, this manual will provideanswers to questions you may have regarding the operating procedures for [Restaurant Name].


Once again, welcome to the [Restaurant Name] Team!



Host/Hostess Functions & Responsibilities


Welcome! You are now part of a TEAM dedicated to providing the very finest in dining and courteous service to every customer who walks through the doors. Hospitality is our keynote and"You Can Make A Difference" is our key phrase: both are essential to our continued success.


As the Host/Hostess of the "party," you must make the guest feel welcome. You should provide a cheery greeting, a compliment, and recognize regular customers by name. You should make each and every guest feel "special." It is up to you to turn our guests on, and make them feel at ease andwelcome. A guest may have had a hard day at the office, and now wants to relax; a guest may be celebrating a special occasion; a guest may be lonely, and want to meet people. Whatever the reason, you are the host, a salesperson, a crazy person with the answers to any and all questions and needs.


You are the life of your party: You must keep your energy level and enthusiasm up,entertain your guests, and make your service special. The excitement of the aroma, the decor, the music, and the lighting are stimulated by your dynamic personality and service.


You are the first person a customer sees; so greet the customer with a smile. The customer's first impression of our Restaurant is you. All incoming guests must receive a friendly, sincere greeting.As the Host/Hostess, you are also the last person the guest will come in contact with. When the customer leaves, the door should be opened, the customer thanked, and invited to return. Provide the guest with a good last impression of our Restaurant.


Our Hosts/Hostesses are successful because of TEAMWORK. In order for a team to function effectively, it must be guided bycertain basic principles. The information, instructions, and philosophies in this manual are the basic principles to which you will be expected to adhere to.


Remember, you set the mood for the guest. The smiles you put on people's faces through your dealings with them -- whether answering the phone, greeting, saying goodnight, or answering questions -- can "MAKE A DIFFERENCE."...