Skills
Communication ,
Active Listening ,
Verbal Communication ,
Problem Solving ,
Decision Making ,
Time Management ,
Attention to Detail ,
Multitasking ,
Responsibility ,
Professionalism ,
Positive Attitude ,
Customer Service ,
Patience ,
Problem Sensitivity ,
Observation Skills
1. Check the reservation book for reservations for the next meal period.
2. Notify the supervisor of any parties of more than six.
3. Distribute reservations among all servers equally, informing them of all information necessary. Example, Birthdays, anniversaries, or any other unusual requests.
4. See that the reservation signs are placed on the tables.
5. Inquire with the kitchen what the daily specials are for the shift.
6. Always answer the phone politely using a friendly tone and being informative.
7. The telephone must be answered on a maximum of three rings.
8. If a customer has any questions, it is your responsibility to answer them accurately. Therefore, know your product and price list.
9. You must have complete knowledge of all food and beverage menus: The ingredients; the preparation; how items are served and with what; know your prices; know the daily specials.
10. Ask the day and date required.
11. Ask the time they would like to dine.
12. Ask how many pax.
13. Ask if they would prefer smoking or non-smoking.
14. Ask under what name they would like the reservation.
15. Ask the phone number or room number.
16. Ask if there is any special occasion or requirements.
17. Once all the information is obtained, repeat it to the customer using their name.
18. All reservations are to be printed directly into the reservation book. Never write a reservation on a piece of paper.
19. Please inform the reservation that we will hold their reservations for 15 minutes and then we will be releasing it.
20. Except in emergency situations, no employees are permitted personal phone calls or have the use of the telephone at any time.
21. You are not permitted to give out any personal information over the telephone. Example, Phone numbers, schedules to anyone except staff members.
22. When a staff member calls to inform us that they will be absent or late, you are to inform the supervisor on duty.
23. All messagesare to be taken on the appropriate message pad, and not on a scrap piece of paper.
24. The hostess is a very important part of Your Restaurant’s experience. Always remember you are the first and the last person the customer sees. Therefore, you are their first and last impression.
25. It is of utmost importance that someone is present at the hostess station at all times.
26. Go to the guest at the entrance and welcome them and introduce yourself.
27. Never walk more than three paces in front of the guest.
28. Never walk to fast.
29. Once at the table, pull out the chairs for the ladies first and then any other guest you can accommodate.
30. Once the guests are seated, hand them the menu in their hand and tell them whotheir server will be. Then tell them to enjoy their evening at Your Restaurant.
31. On departure of a guest, you must make contact with them. Ask them how their evening was and say good-bye.
32. If there are any complaints, retrieve a manager or supervisor immediately
33. Handover the Restaurant Survey tracking form and get feedback from the guest.
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