Hostess Service Sequence DEPARTMENT: ALL DAY DINING TASK NO : ADD!
JOB TITLE: HOSTING
TASK : Ho" To T#$e A Rese Re serv# rv#ti tion on In Pe Pers rson on %& %&or or #' #''' (e#' )erio*s+ E,-IPMENT RE,-IRED : Reserv#tion 'ist #n* Re.ent )en )en /0#t to *o1 Ho" to *o1 /021 Greet guest *0 Say “Good morning Greeting standard$ /afternoon /evening *1 Rivera restaurant, xxx speaking *2 Sir/madam, how may he!p you"# %tten tend to gues uest
*& 'sta( ta(!is !ish eye )on onta ta)t )t * Smi!e Smi!e )o )ourt urteo eous us!y !y
ou must o(serve$
to
*+ hen they say “-an make a !un)h/dinner reservation *. “ -ertain!y -ertain!y,, Sir/mada Sir/madam m # ou a!ways rep!y to guest$
hen guest Reservation (ook ou shou!d reuest for a ready for ta(!e reservation %sk their name reservation$ ime ate 3um(er of person dining %ny spe)ia! reuests e$g$ (a(y )hairs
get take
Say “4ay have your name p!ease"# his is most import %sk guest to spe!! their name information$ Say “4ay know what time are you )oming 4r/4rs/4s5# Say# hen wou!d you !ike to dine with us"# Say “6or how many peop!e p!ease" Sir/4adam Say# 4ay have your room num(er/)onta)t num(er 4r/4rs/4s 5 Say s!ow!y and )ourteous!y
Repeat reservation
%!so import information$ ou )an get )onta)t with guest if something )hanges$
the %fter guest have )omp!eted o ensure the reservation mistake happen Repeat in detai!s “4ay repeat your reservation, 4r/4rs/4s5#
S!ow!y 7 )!ear!y with a )ourteous smi!e nform guest of Say #4ay inform you ho!ding time 4r/4rs/4s5$that we wou!d ho!d your ta(!e for approximate!y 1+ minutes#
no does
8o!ite!y and )ourteous!y hank guest
Say, “hank you 4r/4rs/4s5 9m !ooking forward to see you this evening/next ednesday# 8o!ite!y and )ourteous!y
rite down rite in out!et9s reservation reservation !ist/(ook o ensure every detai!s (ody )an get right -!ear!y, written in pen %!! detai!s are fi!!ed up information$ a))ording!y
'8%R4'3: %;; % <=> ;': ?=S3G 33G %S@ 3= : %1$2 %S@ : ?ow o Greet % Guest 'AB84'3 R'ABR' : 2 )hairs, 1 ta(!e and 2 menus hat to do" ?ow to do" hy" 'sta(!ish eye Bpon guest9s approa)h$ )onta)t %t the entran)e of the restaurant$ ith a very warm natura! smi!e$ Greet guest
hen the guest is 1$+ m away from you$ Good 4orning/%fternoon/'vening, Sir/4adam ?ow may he!p you" n a )!ear and !oud voi)e ith )!ear pronun)iation >e friend!y 4aintain eye )onta)t o not shout 4akes the greeting f possi(!e, greet guest (y more persona!$ name f you know the guest (y the name
e!)oming
the Sin)ere!y, in a )!ear and !oud
guest
tone
'8%R4'3: %;; % 33G %S@ 3=
:
<=> ;': ?=S3G
%1$&
%S@ : ?ow o 's)ort %nd Seat % Guest 'AB84'3 R'ABR' : 1 )hair and 1 ta(!e hat to do" ?ow to do" hy" Reuest guests 'x)use me, “Sir/4adam, this to fo!!ow you way p!ease, and p!ease mind the steps$# hank you ndi)ate the dire)tion with your hand 8!easant smi!e ;ead the way (y o not wa!k too fast ahead wa!king in front of the guest of the guest 'nsure guests are fo!!owing
ou must to ensure$
o ensure guest )an fo!!ow you when es)orting guest$
you$ istan)e not more than 1meter o not )reate unne)essary steps for the guest nform guest to mind their steps when wa!king up the stairs Reuest guest >reakfast information and “'x)use me Sir/4adam, 4ay se!e)tion have your room num(er"# o inform guest if the room9s in)!uding (reakfast (uffet$ “hank you 4r/4rs/4s5 our room9s pa)kage is in)!uding (reakfast (uffet$# “4r/4rs/4s5 ou!d you !ike Smoking or 3o smoking area"#
o avoid ask regu!ar guests if you a!ready know a(out it$
;un)h/inner “'x)use me Sir/4adam, o you have reservations"# Shou!d the guest “ou!d you !ike Smoking or have no reservation, 3o smoking area"# ask for guest9s name to (e re)orded in reservation (ook to address guest (y name ntrodu)e (uffet >reakfast ntrodu)e (uffet to “;et me exp!ain our (uffet to ensure guest you# CStand front of the red fami!iarity our (uffet wine )e!!arD set up$ ?ere we have our %sian se)tion E whi)h has nood!es/porridge/ ?ere we have our western se)tion E for you hot (reakfast our )hef wi!! )ook your eggs your )erea! and )o!d items are here
he (akery item is !o)ated over there$ ;un)h/inner “;et me exp!ain our (uffet to you# CStand front of the red wine )e!!arD ?ere we have our %sian se)tion E whi)h offer a se!e)tion %sian and -hinese dishes ?ere we have our western se)tion Ewhi)h offer internationa! main )ourse his is the sa!ad (ar and seafood )ounter$ %t the end is our dessert (ar$ Serve the ni)e internationa! sweets$# %pprove the “ou!d you !ike this ta(!e# o ensure guest !ike ta(!e (y guest %!ways prepare se)ond the ta(!e )hoi)e for guest$ arrangement$ 8u!! )hair out for
o ensure seater to )arry and offer a !a )art menu to guest on searing, no
they !ike our (uffet$ assumption that 8resent menu a))ording S=8 guest wishes for %1$+ if guest )hoi)e a !a (uffet$ )art menu$
'8%R4'3: %;; % 33G
<=> ;': ?=S3G
%S@ 3=
%S@ : ?ow o %!!o)ate Guests 6or % Smooth orkf!ow
:
%1$
'AB84'3 R'ABR' : 6!oor p!an hat to do" ?ow to do" hy" =(serve station ;ook out for the num(er of he ta(!e is ready va)ant )!ean ta(!es, o))upied for guest$ ta(!es and soi!ed va)ant ta(!es$
=(serve staff
-he)k the staff strength a))ording to the station p!an i$e$ the num(er of staff working in ea)h station -he)k with he num(er of persons guest dining in the restaurant and any spe)ia! reuest$ 6or examp!e : %way from the kit)hen Somewhere (right Guest with whee!)hair f guest is having (uffet or a !a)arte %ssign guest to ;ook at work!oad and station workf!ow in ea)h station hi)h ta(!es have had their food order taken hi)h are the ta(!es waiting for their food hi)h are the ta(!es that needs to (e )!eared and re set 'nsure you do not over!oad one station
o ensure enough staff the servi)e$
have offer
o ensure your arrangement is a))ording to guest9s needs$
'8%R4'3: %;; % <=> ;': ?=S3G 33G %S@ 3= : %S@ : ?ow o 8resent %1$+ % 4enu =r >everage ;ist 'AB84'3 R'ABR' : 1 menu hat to do" ?ow to do" hy" -o!!e)t 6rom hostess stand menus 4ake sure it is )!ean and in good o ensure )ondition -orre)t menu for serve )orre)t )orre)t mea! period item to guest$ e$g$ (reakfast / a!! day dining / (everage !ist ?and menu 8resent to the !adies to guest first 8resent from the right hand side of guest Cwhen ne)essaryD Say, “'x)use me, Sir/4adam this is our 'nsure menu is )!ean and menu# C show presenta(!e$ examp!eD 'nsure the menu is not presented upside down 8resent to -!o)kwise dire)tion 8ro)eed to the the next Cwhere next guest guest possi(!e/ne)essaryD with professiona!
way$ ;eave ta(!e
the ith a warm smi!e ;et guest know that they wi!! (e attended to short!y '$g$ “ 9!! (e (a)k short!y for your order# or “4y )o!!eagues wi!! (e here to take your drink orders in a whi!e#
'8%R4'3: %;; % 33G
<=> ;': GB'S R';%=3S
%S@ 3=
%S@ : ?ow o >id 6arewe!! o Guest
:
%H$
'AB84'3 R'ABR' : hat to do" ?ow to do" hy" %pproa)h guest hi!e guest is wa!king Guest a!ways first towards the exit and importantp 'ven if we are performing a task, remem(er to pause (rief!y to (id farewe!! ith a smi!e
hank guest for “'x)use me Sir/madam, Regent manner patroniIing the thank you and have a out!et p!easant day/evening$ Good(ye$# -heerfu!!y ith a smi!e
3our ste)s o& 0ostess 4Greetin.
4Gui*e 4Se#t 4P#ss Bre#$&#st Perio* Goo* (ornin.5sir6(#*#(!/e'co(e to our rest#ur#nt! Ho" #re 2ou to*#21 M#2 I 0#ve 2our roo( nu(7er1 T0is "#25)'e#se!Ho" #7out t0is t#7'e1 P'e#se 0#ve t0e se#t! /ou'* 2ou 'i$e so(e co&&ee or te#1 P'e#se "#it # (o(ent! Lunc08Dinner Perio*%H#ve reserv#tion+ Goo* #&ternoon6Goo* evenin.5sir6(#*#(!/e'co(e to our rest#ur#nt! Ho" #re 2ou to*#21 H#ve 2ou .ot # reserv#tion16Do 2ou 0#ve # reserv#tion1 M#2 I 0#ve 2our reserve* n#(e1 Let (e 0#ve t0e c0ec$!Yes5t0is "#2 )'e#se! Ho" #7out t0is t#7'e1 P'e#se 0#ve t0e se#t!T0is is our *rin$ 'ist #n* "ine 'ist!P'e#se 0#ve # 'oo$! Lunc08Dinner Perio*%No reserv#tion+ Goo* #&ternoon6Goo* evenin.5sir6(#*#(!/e'co(e to our rest#ur#nt! Ho" #re 2ou to*#21 H#ve 2ou .ot # reserv#tion16Do 2ou 0#ve # reserv#tion1 /ou'* 2ou 'i$e 7u&&et or # '# c#rt1 T0is "#25)'e#se!Ho" #7out t0is t#7'e1 P'e#se 0#ve t0e se#t!T0is is our *rin$ 'ist #n* "ine 'ist5)'e#se 0#ve # 'oo$!
