Restaurantes

Host/Hostess Training Manual

Wurst Haus German Deli & Restaurant

1

5/01/05

Host/Hostess Training Manual

Table of Contents
INTRODUCTION ...............................................................................................................................................3 HOST/HOSTESS FUNCTION AND RESPONSIBILITIES......................................................................................4 General Host Information.........................................................................................................................5 The Greeting.............................................................................................................................................6 The WaitingList.......................................................................................................................................7 Telephone Procedures ..............................................................................................................................9 PERSONAL APPEARANCE ..............................................................................................................................11Dress Code .............................................................................................................................................11 THE GUEST ...................................................................................................................................................13Service....................................................................................................................................................15 Reservations ...........................................................................................................................................20 Waiting List Calls...................................................................................................................................20 CustomerComplaints .............................................................................................................................20 Diplomacy and Tact ...............................................................................................................................21 Bidding Farewell....................................................................................................................................22 ALCOHOL AWARENESS.................................................................................................................................23 MENU KNOWLEDGE .....................................................................................................................................25 METHODS OF PAYMENT...............................................................................................................................27 Credit Cards ...........................................................................................................................................27 Checks....................................................................................................................................................27 PERFORMANCE STANDARDS .........................................................................................................................28 Points of Difference ...............................................................................................................................30 Front of the House Behavior..................................................................................................................31 Eating or Drinking..................................................................................................................................32 After Shift Behavior ...............................................................................................................................32 Opening, Running, Closing...