Host/Hostess Training Manual
Contents
1. Host Hostess Training Manual Menu Knowledge During your training you will be exposed to the menu and it s ingredients It is imperative as a Host Hostess which you know the menu items and the accompaniments that go with them This will E enable you to assist any guest with questions in person or on the phone Menu and Drink Prices The prices will be listed in the host bible at the front Host stand These prices may change therefore check with your Management team to stay informed Specialties The Wurst Haus German Deli amp Restaurant specializes in German Specialties and Signature Steaks Specials amp Features Of The Day Each day at pre shift meetings that day s Specials will be discussed at the Wurst Haus German Deli amp Restaurant We offer daily specials for three reasons 1 To add variety to our menu 2 To allow our customers the best of seasonal items 3 To allow us to test items for future menu development These specials may include a drink special an appetizer a salad an entree or a dessert item In addition to placing a special card on the table you as the server will present the specials verbally This enables you to describe them thoroughly and answer any questions the customer may have Wurst Haus German Deli amp Restaurant 25 8 25 2006 Host Hostess Training Manual When presenting the specials you should start with drink specials then appet2. ASK FOR IT Even if you become an excellent server there will be times when you will get behind Have enough consideration for your customers and the house to get assistance WHEN NECESSARY Remember Teamwork no business can survive without it We have provided you with a service manual In it we have outlined some helpful suggestions to make your job here more profitable and enjoyable These are the tools of your trade Use them wisely and they will help you prosper Arrive on time for your shift properly dressed with scrubbed hands and nails pressed shirt and clean shoes If your appearance is sloppy your performance will be sloppy Your appearance dress posture and expressions broadcast to everyone how you feel about YOU Take pride in yourself and others will be proud of you Introduce yourself Customers want to know who is serving them It is the added personal touch they enjoy Also if they have enjoyed their Wurst Haus German Deli amp Restaurant 18 8 25 2006 Host Hostess Training Manual visit they can request your station again They might even tell their friends to ask for you Call parties are the best tippers In this manner you can develop a following When people go out to eat they want to relax They want you to help them decide what to eat when to order what to drink etc You are there to fulfill their needs Don t be pushy do be confident Often a customer is nervous It is your job to make gu
3. Training Manual You may not receive personal phone calls at the Restaurant except in a real emergency Please inform your friends and family Schedule requests are due by the Monday prior to the Thursday posting Leave them in the designated area You may not come into the back of the house after you have been drinking If you want to return to the Restaurant after work and have a cocktail maintain a very high standard of behavior leave at last call and be the very first to leave when the lights go up If you have a suggestion on how to make the Restaurant run more efficiently please give them to a Manager Remember to enjoy yourselves and have fun while you are here Let the Managers handle all problems big or small You will greet your guests with a A smile b Your name c A welcome d Promotional information and specials When your guests leave you will thank them for coming and invite them back You will clean stations during your shift EVERYTHING from floor to ceiling Teamwork is ESSENTIAL Do not grab glasses from people s hands at last call Find a Manager and let them assist Wurst Haus German Deli amp Restaurant 29 8 25 2006 Host Hostess Training Manual Points of Difference The Telephone gt gt We will answer the telephone within the first two rings with a smile on our face and enthusiasm in our voice We will check back with guests on hold every 30 sec
4. but host staff and managers usually have the most frequent opportunities to do so Here is the behavior associated with a farewell that is guaranteed to generate a repeat visit gt Help guests on with their jackets or coats gt Open the door for every departing guest gt Thank guests by name and invite them back for a specific occasion Come back and enjoy our WEEKLY SPECIAL NEW PROMOTION OR SPECIAL EVENT It takes only a fleeting moment to wrap and deliver it but the memory of it can last a lifetime It s the only thing people can wear that never goes out of style And one size fits everyone It is called a Smile NOTE If a man is leaving with a purse or a woman with several purses inquire about identification for each bag If a problem arises get a Manager Wurst Haus German Deli amp Restaurant 22 8 25 2006 Host Hostess Training Manual Alcohol Awareness Alcohol Awareness is a growing concern within the Hospitality Industry nationwide By recognizing the early signs of intoxication monitoring your customer s consumption and treating them as you would a guest in your own home you fulfill your responsibility and protect the guest To serve or not to serve By understanding and fulfilling your responsibilities Your Role gt Observe gt Monitor gt Report Assisted by the guidance and support of management Your Manager s Role gt Confirm gt Co
5. customer DO NOT ARGUE keep calm and get a manager The same applies to employee relations No yelling or arguing get a manager Wurst Haus German Deli amp Restaurant 31 8 25 2006 Host Hostess Training Manual Eating or Drinking There is to be no eating or drinking in the front of the house at any time Food is only to be eaten during management approved breaks in appropriately designed areas After Shift Behavior Employees may not sit with customers at a table or at the bar while in dress attire If you are visiting the restaurant off duty you are still a representative of the Wurst Haus German Deli amp Restaurant For this and other reasons we will appreciate you maintaining a very high standard of behavior Opening Running Closing Duties Every shift at the restaurant has opening running and closing duties These duties are posted in the host hostess bible These duties are extremely important in assuring smooth daily operations and ongoing quality service They require teamwork and through teamwork we will maintain excellence in service Opening and closing duties will not be considered complete until approved by the manager on duty Running duties refer to ongoing duties while the Restaurant is open for business The responsibility of making sure these duties are being done during the shift is that of you and your teammates Each station is assigned its own duties Some duties will requir
6. do everything I can to make that wait as short as possible I am happy you are here Wurst Haus German Deli amp Restaurant 7 8 25 2006 Host Hostess Training Manual When you are ready to seat a customer use the guest s name i e Mr Jones your table is ready or Enjoy your lunch Ms Smith Always try to carry your guests drinks to the table and hang up their coats and pull out their chairs When seating a guest inform them of our daily specials and make suggestions i e Our tender aged Steaks are trimed daily and served with sauteed mushrooms Don t forget to save room for dessert the Black Forest Cherry Cake is wonderful and satisfies any sweet tooth Starting a Waiting List gt Customer Name Number in Party Time Checked In Time Quoted Description Writing a Good Description gt gt Women are usually easier to describe than men so go for them Don t describe something they can take off i e sweater coat etc Use abbreviations to speed up the process L Lady M Man PtSt Pant Suit A good description need not be lengthy to be accurate Estimated waits are increased by five 5 minute intervals Waits should be updated continuously Take into consideration the number of names on the wait list and the times seated on the floor plan Wurst Haus German Deli amp Restaurant 8 8 25 2006 Host Hostess Training Manual Seating Seating Ro
7. will shake hands and compliment our guests Be careful not to let the friends you make take up too much of your time It is of great importance and a business value that each guest receives a special greeting Wurst Haus German Deli amp Restaurant 6 8 25 2006 Host Hostess Training Manual Waiting Lists Waits are difficult to determine because every day in the restaurant business is different Sometimes tables sit forever There may be a lot of special gatherings birthday s anniversaries or people may sit and discuss business Other days the tables will turn very fast So how do you determine what the wait time is The answer is not easy therefore always ask a Manager Remember the wait for tables of two and four are different than for large parties five or more If there is a waiting list sell the wait rather than challenge a guest WRONG TRANSLATION Four for dinner There is a Your move twenty minute wait RIGHT TRANSLATION Welcome to the Wurst Haus German Deli amp Restaurant How are you this evening How many in your party May I please have your name There is a short twenty minute wait but if you would like to have a seat in the lounge I ll come get you the minute your table is ready Mr Reynolds We can set you up with some of our crispy fried schnitzel strips or an ice cold beer the Beck s Dark is one of my favorites I know you hate to wait but I ll
8. 7 Io UM 28 Poinis of Difference 2a one nar aca en pa rd a eR GA TU Riders dee ri E 30 Front of the House Behavior ect tte nenn on sen nina nn ski 31 Eating or Drinking espe eet ER RR RR e RE ets 32 After Shift Behavior ceni rre ert Is ree eR A eee e ERU Fe oer exe 32 Opening Running Closing Duties ursuursessessessnnsnnesnnesnnennnennonnnonsensnnnnonsnensonnnonnnnnnennnennnennne 32 ADDITIONAL HOST HOSTESS INFORMATION ee enses seen nons tn tnnt tn snas tasa sons ta snae n s tasa sens tatu sens tn snae neta sn ann 33 nnno 33 r Q 33 Wurst Haus German Deli amp Restaurant 1 5 01 05 Host Hostess Training Manual LOST AND FOUND wise te cerae op da coco ope rV aeos eai e a URS nee p soista saako aon SRL eS NN eaaa de qo Dp ues Gee oasa KE UIN To Qo Pese sa da see setia 34 MNiugi cr tere 34 CONCLUSION GG deris eventa ae QD EDO Baad as ue tesa sets Pope V Ova desta ec Eee bu A rede eR PE bd ew aa E EIUS 35 Wurst Haus German Deli amp Restaurant 2 8 25 2006 Host Hostess Training Manual Introduction Congratulations on your employment as a host hostess at the Wurst Haus German Deli amp Restaurant We will provide you with the training you need to be successful As a host hostess you ll
9. Wurst Haus German Deli amp Restaurant Host Hostess Training Manual Host Hostess Training Manual Table of Contents INTRODUCTION cT M 3 HOST HOSTESS FUNCTION AND RESPONSIBILITIES ee ee ee eee ee seen esto setas estos etas esto setas eee to s tane sete seen seen 4 General Host Information eese tn nennen tren tenere en eren enne tnn rnnt nene nennen 5 The Greeting nennt tiet nta rin al o Rt A e e aa 6 The Waiting Bist D M 7 Telephone Procedures 5 0 nete ett eie b ER D terere tH dte 9 PERSONAL APPEARANCE snnnenesnennenesnennenesnennenesnennenesnennenennennenesnennenesnennesesnennesesnennesesnennesesnennssesnennssssnesassesnenane 11 Dress Code T 11 THE GUEST P A 13 SOL VICE eu I PR 15 R servations iet oU Raton me lite rte ate es 20 Waiting List Calls ne 22 220 282 ar pepe tee uu eb eot Blues 20 Customer Complaints iis E 20 Diplomacy and Tactic rere aa Rs I bes beet rhe ee ee Tere es 21 Bidding E rewell 4 ior raro ri ami obit ad ni bas 22 jPPUOPno 23 OOr 25 METHODS OF ui oh gc 27 Credit Cards M X 27 Checks enata REOR ORA a ORGANE 2
10. 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 provide answers to questions you may have regarding the operating procedures for the Wurst Haus German Deli amp Restaurant The Wurst Haus German Deli amp Restaurant s mission is to enrich the lives of our guests our employees and owners We do this through superior quality food and beverages legendary customer service sales growth cost controls and treating our employees like family We believe that our employees are our most important resource and our success depends upon creating and retaining a staff capable of delivering an exceptional dining experience to every customer everytime Our Mission statement simply put C A R E S Customers are our focus Attitude affects everything Respect others have fun Earn profits for everyone Service is EVERYTHING Once again welcome to the Wurst Haus German Deli amp Restaurant Team Wurst Haus German Deli amp Restaurant 3 8 25 2006 Host Hostess Training Manual H
11. ccording to Webster To work for To minister to To set on a table for a meal To manage or work To deliver or transmit The Problem Webster never worked in a restaurant or took care of our guests The Wurst Haus German Deli amp Restaurant s definition of service The manner in which the customer is treated If you think we are in the restaurant business you are wrong We are in the business of retail sales We manufacture a variety of products and merchandise in our kitchen and bar Then we offer it for sale to customers in a display service area known as counter tops tables and dining rooms Unlike most retail operations such as department stores our product has a limited shelf life due to potential spoilage There is a greater sense of urgency for selling moving and serving our products Our Restaurant is not merely a place to eat or drink but rather a building designed to accommodate facilitate and promote the retail sales of food and beverage to customers through service We provide service as a way of making sales to our guests Wurst Haus German Deli amp Restaurant 15 8 25 2006 Host Hostess Training Manual To Serve Is To Sell You don t buy coal you buy heat You don t buy glasses you buy vision You don t buy circus tickets you buy thrills You don t buy the paper you buy the news You don t buy circus tickets you buy thrills You don t buy the paper you buy the news You don t buy din
12. e individual effort while others will require team effort Wurst Haus German Deli amp Restaurant 32 8 25 2006 Host Hostess Training Manual Additional Host Hostess Information Paging System N B Promotions If there is an emergency phone call for a guest get an accurate description of that individual so that you can physically look for them in the Restaurant and lounge area Notify the Manager for assistance It may be necessary to walk the lounge area and call the party s name with a loud clear voice all the while offering a smile And carrying the chalk board with the guests name on it At the Wurst Haus German Deli amp Restaurant we do not page we use personal descriptions to identify a specific party and person Be certain the customer has closed out their bar tab prior to escorting them to their table If they wish to transfer their tab to the table we will be happy to do so Be aware of all current and upcoming in house promotions Your Management team will remind you of current promotions and inform you of upcoming promotions during the daily pre shift meetings Advertising brings the product to the consumer promotion brings the guest to the product We have found that our sales volume increases when special promotions occur We expect all staff to promote all activities with enthusiasm Our biggest return should be from word of mouth through our staff An example of an in house promotion would b
13. e our Mother s Day Luncheon As a Host Hostess you may recognize a regular dinner customer and inquire if they have ever visited the Wurst Haus German Deli amp Restaurant on Mother s Day when food and beverage discounts are featured When that guest leaves after dinner thank them by name and invite them to return on another occasion You have just successfully completed the Sell to Sell Again creed of our Restaurant You enrolled a customer into an activity that day and encouraged them to participate in an upcoming promotional activity You through your Wurst Haus German Deli amp Restaurant 33 8 25 2006 Host Hostess Training Manual knowledge of in house promotions have just increased our sales potential Lost And Found All items found are turned into a Manager and immediately listed in the Lost and Found Log Items are then placed in the Lost and Found area as soon as possible by the Manager During operating hours any inquiries made by a guest regarding lost items should be directed to the front door A Manager or Host Hostess will list any guest with a report of a lost item along with its description in the Lost and Found Log The log is kept at the host stand The opening Host Hostess will pick up the log at the beginning of the shift so that they may answer and record inquiries Articles found in the facility are kept in the for two weeks and if not claimed they will then be donated to a charitable or
14. ests feel comfortable so comfortable they want to come back Don t be afraid of customers 90 of the people dining out won t notice a small mistake Be relaxed but alert and efficient Always be in control of a situation Be strong yet polite Always be yourself Develop your own tableside manner Avoid using repetitious phrases or seeming plastic Your customers will know you are faking it and they will resent your attitude Customer service turn offs gt Dirty plates in hand when greeting customers Hi ready for dessert gt Not knowing what they are drinking i e I think this is the Diet Coke Discussion Groups of three or four idle servers All discussions should be held in employee break area during approved break period gt Not acknowledging waiting guests gt Answering the phone with Hold please gt Greeting guests with a number i e Two instead of a smile and Welcome Will anyone be joining you for lunch today Reservations Reservations will be taken by the managers for parties of 8 or more and will be limited on how many can be received per half hour This Wurst Haus German Deli amp Restaurant 19 8 25 2006 Host Hostess Training Manual requirement will change by the degree of business each night For example three separate reservations for large parties at 7 30 may be accepted on a Tuesday evening but may be impossible on a Saturday evening Our business t
15. esy good manners enthusiasm and teamwork In short project a professional attitude Unless you attain this goal you will not be able to Wurst Haus German Deli amp Restaurant 17 8 25 2006 Host Hostess Training Manual provide the high quality of service we expect here at the Wurst Haus German Deli amp Restaurant Each time you service a table our reputation rests in your hands You have the power to influence the opinion of those people If they are happy with you and your service they will probably return They may also recommend the restaurant to their friends However if they are not happy In order to be properly efficient service people must be constantly aware of their customers needs Anticipate what they will want Learn to read expressions and body language If a customer is frantically rubber necking waving his arms or nodding chances are he needs something The more he must ask for service the less enjoyable his evening will be The tip he leaves you will reflect his feelings You will be trained by our most experienced qualified people The more attentive enthusiastic and patient you are the sooner you will develop the work habits which make you an excellent server capable of taking great care of our guests and be rewarded financially too Servicing the public in any business requires a vast amount of humility and patience Always maintain a friendly but professional attitude If you need help
16. ganization Tipping Tips are never under any circumstances accepted by any Host personnel Management and staff alike for preferred seating placement in waiting lines or any other such favors When tips are offered for other services requested at the door such as passing messages the tips are graciously refused and the services requested by the guest are performed in the normal course of serving our guests Wurst Haus German Deli amp Restaurant 34 8 25 2006 Host Hostess Training Manual Conclusion There is a lot of information contained in this manual Believe it or not however there is even more information that is not We have given you the basics as we view them and how we would like them to be conducted There is no section in this manual concerning Teamwork The reason for this is that we feel this topic falls under the Common Sense category We expect the host staff at the Wurst Haus German Deli amp Restaurant to possess this common sense from the word GO We want you to use the service tips in the manual along with your common sense and above all YOUR individuality to help create an atmosphere that will encourage good times for our customers and yourself If this happens you will be ensuring the success of not only the Wurst Haus German Deli amp Restaurant but also yourself GOOD LUCK Wurst Haus German Deli amp Restaurant 35 8 25 2006
17. h 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 by certain 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 Wurst Haus German Deli amp Restaurant 4 8 25 2006 Host Hostess Training Manual the phone greeting saying goodnight or answering questions can MAKE A DIFFERENCE General Host Information gt In the evening bid your guests good night gt Whenever possible open the front door for guests as the enter and leave gt There should always be someone at the front door If you must leave for a minute have someone cover for you gt Consistently check the ladies and mens rooms approximately every 15 minutes looking for trash clean mirrors and toilet paper stock gt Keep Host stand clean gt No employees are to receive phone calls If caller says it is an emergency find a Manager gt When you are in the foyer looking for people do not carry your description or wait list All the customers en route will stop you and ask yo
18. izers soups and entrees In describing the specials you must use adjectives which will entice the customers Bad Example Tonight we have New York strip with Vegetable Medley Good Example Featured this evening is the tender New York Strip wood fired and served with fresh saut ed vegetables The blend of hickory and oak add to the flavor of the juicy steak complimented by the crisp combination of broccoli cauliflower carrots and squash It is obvious which of these descriptions sounds more appetizing and reflects your confidence in the special If you are not sure which adjectives you should use ask your fellow sales staff or manager on duty how they would describe the special You may find that incorporating others verbiage helps your special descriptions sound appealing Wurst Haus German Deli amp Restaurant 26 8 25 2006 Host Hostess Training Manual Methods of Payment Credit Cards Approved methods of payment are Cash Visa Master Card Diners Club Discover and American Express All other methods of payment i e Traveler s Cheques and personal checks require a Manager s approval Checks If there are no other means of payment and you MUST take a check all checks must include the following information gt Manager s Approval gt Driver s License Number gt Current Address gt Current Phone Number day and evening Wurst Haus German Deli amp Restaurant 27 8 25 2006 H
19. kes even when they may seem peculiar to the average person Be courteous dignified and avoid long conversations Stay away from the table except when actual service is needed Never try to give a wise crack answer to a smart remark You will only cheapen yourself and lower yourself to the same level as the rudeness of the guest Don t call attention by asking if he is alone Seat him where he can see what is going on The guest may be lonely and want someone to talk to Be friendly but don t neglect other guests With nobody to talk to time seems long so serve as quickly as possible This could be your most critical guest Don t be drawn into arguments Speak softly Don t antagonize Refuse to participate in criticism of management the establishment or other personnel Seat blind people with a dog so that the Wurst Haus German Deli amp Restaurant 14 8 25 2006 Host Hostess Training Manual dog will not be noticed Never hover over blind customers Always stand near enough to help if needed Always make a blind customer feel appreciated and important Guest with hand or arm Seat as quickly as possible Be helpful injuries disability ask if you may assist them but do not be too eager Be considerate do not call attention by hovering Seat wheelchair guests at a table that does not block an aisle Always make a disabled guest feel important and accommodated Service Definition of service a
20. m or eat while in the public areas of our store gt Do not report to work with un pressed or dirty clothing or un kept hair Dress Code When you walk through the front door of the Restaurant YOU ARE ON You will be informed of the dress requirements when you start with us Your designated attire also includes a CONTAGIOUS ENTHUSIASTIC ATTITUDE You are required to enter the building for your shift in FULL ATTIRE You are also required when you leave the building to be in FULL ATTIRE Your dress attire also includes the following without exception gt At least two pens gt Smile Wurst Haus German Deli amp Restaurant 11 8 25 2006 Host Hostess Training Manual Guest Dress Code The Wurst Haus German Deli amp Restaurant is a upper casual restaurant that requires casual attire NOTE Attire must be checked as guests enter the front door NOT after they have already waited for awhile in the bar If you are ever in question or if any problems concerning dress code occur get a Manager immediately Wurst Haus German Deli amp Restaurant 12 8 25 2006 Host Hostess Training Manual The Guest Never underestimate the importance of a guest gt A guest is not dependent upon us we are dependent upon him or her gt A guest is NEVER an interruption of our work he is the purpose of it gt A guest does us a favor when he comes here we are not doing him a favor b
21. ner you buy sales and service Wurst Haus German Deli amp Restaurant 16 8 25 2006 Host Hostess Training Manual The difference between a restaurant and other retail sales organizations 1 In arestaurant we manufacture AND sell our product under the same roof 2 Inarestaurant we know our guests are here to buy not browse no one comes in to try on the goulasch 3 In arestaurant our guests may return as many as two times a day lunch and dinner Although this is unlikely some guests may be regulars day after day No one buys the same shoes pants or socks three days in a row 4 Department stores provide service Restaurants provide hospitality a warm feeling from feeding both the body and the soul 5 More entertainers open restaurants and bars than department stores Why Because this is showbiz Our function as a Restaurant is to acquire and maintain business to turn casual customers into loyal repeat guests Five basics of service excellence 6 Look at me 7 Smile at me 8 Talk to me 9 Listen to me 10 Thank me Remember every restaurant owes its existence to its customers When a customer forms an opinion of any food establishment service and food presentation stand alone No matter how beautiful the surroundings or how delicious the food poor service will certainly ruin the entire dining experience When developing good service promote these qualities promptness court
22. nfront gt Resolve Wurst Haus German Deli amp Restaurant 23 8 25 2006 Host Hostess Training Manual With adherence to the company s policies 5 We will not knowingly serve alcohol to an obviously intoxicated or underage customer We will offer alternatives to alcohol We will create an atmosphere to promote responsible drinking We will make a reasonable attempt to prevent obviously intoxicated customers from driving We can accurately and confidently answer that very important question gt Responsible service of alcohol requires a team effort Know and watch for the signs of intoxication If there is any question avoid further service and report to a manager who will make the final decision and determine whether the guest should remain or leave If you know what it takes to get someone drunk you can prevent it by monitoring their consumption and offering alternatives Do not allow drunks to come in and do not allow intoxicated guests to drive Hospitality is our business Beverage service is only one element Cooperation between employees and management allows us to exercise a degree of influence on the behavior of our customers that will result in an atmosphere of responsible drinking This is just a portion of our company Alcohol Awareness program A complete handbook with certification test is provided at orientation Wurst Haus German Deli amp Restaurant 24 8 25 2006
23. ond ring Wurst Haus German Deli amp Restaurant 9 8 25 2006 Host Hostess Training Manual Example of how to answer the telephone Good afternoon evening thank you for calling the Wurst Haus German Deli amp Restaurant this is may I help you You will have a general information fact sheet with hours of operation menu price scale directions to the Wurst Haus German Deli amp Restaurant from different areas specials etc We will not allow employees to make or receive telephone calls unless there is an emergency If there is an emergency get a Manager right away Off duty employees are not allowed to use the house phones at the hostess stand Wurst Haus German Deli amp Restaurant 10 8 25 2006 Host Hostess Training Manual Personal Appearance Your overall image is our image You make a distinct impression on each of our guests The image you create can enhance or detract from our overall concept and the way our Restaurant is perceived in the minds of the guest You are entrusted with handling our guests needs and must therefore reflect cleanliness and wholesomeness at all times Always remember gt You are responsible for keeping your clothing neat and clean at all times There is no excuse for reporting to work out of dress code Do not wear scented lotion on your hands as it clings to glassware gt A smile is part of our dress code gt Atno time will employees chew gu
24. onds The Greeting gt gt We will not use the host stand as a barrier We will make every guest feel wanted and appreciated We will greet our guests within 30 seconds upon their entry into the Restaurant We will shake hands and compliment our guests We will make sure the entryway to the Restaurant is always clean of all debris Waiting List gt If there is a wait we will sell the wait NOT challenge our guests We not only page we use our persona We show enthusiasm and excitement with a wait NOT irritability and stress Seating The Guest gt We will walk slowly and with the guest Wurst Haus German Deli amp Restaurant 30 8 25 2006 Host Hostess Training Manual We will pull chairs out whenever possible We will suggest specials or favorite menu items We will be seating sensitive to customers needs i e do not seat a romantic couple next to a family with children do not seat a guest in a wheelchair in an aisle Bidding Farewell gt gt We will help all guests with their coats We will open the door when guests are leaving We will say good bye using guests names We will invite all guests back for a specific occasion We will offer to go menus We will answer all questions from our guests with concern and a smile Front of the House Behavior There is to be no yelling or arguing in the front of the house If you have a problem with a
25. ost Hostess Functions amp 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 and welcome 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 wit
26. ost Hostess Training Manual Performance Standards ER gt We do not have to go cups under any circumstances No one d lt may take any bottle or glass outside of the building ern gt We do not keep purses or any personal belongings for the x customers This includes employees when they are in on their off nights Advise a Manager of any customer who appears to be intoxicated w IF YOU ASK TO LEAVE YOU CLOSE ww If you fail to show up for a shift you will meet with the General Manager prior to your next scheduled shift Notify a Manager of anything out of the ordinary or any possible problem w A smile and friendly attitude are part of everyone s uniform w All employees are required to have a telephone number where they can be reached gt If you notice anything in the Restaurant that is broken or damaged notify a Manager w Do not leave your station on break without checking with a Manager gt Do not eat drink or smoke while on the floor gt You must be in your station working in completed dress attire at your scheduled time w All schedule changes must be approved by a Manager gt You must clock in and out as scheduled BE ON TIME gt Print a copy of your schedule each week Do not call up to the Restaurant to find out your schedule You are responsible for knowing your schedule Wurst Haus German Deli amp Restaurant 28 8 25 2006 Host Hostess
27. position at the door is semi stationary guests will look to you to solve problems i e lost items questions about the wait their seating arrangements etc No matter how busy you are each guest must be treated with sensitive concern for their problems or interests Tact and diplomacy under pressure is a skill essential to your success at the Unit Your ability to smile and remain calm in the face of adversity will eliminate the stress encountered in your job Often the only solution to a problem will be to get a Manager Do not hesitate to do this however most problems can be solved just by providing a listening ear Wurst Haus German Deli amp Restaurant 21 8 25 2006 Host Hostess Training Manual Bidding Farewell You as a Host Hostess are the guest s first and last impression of the Wurst Haus German Deli amp Restaurant Just as your friendly smile and attitude welcomed the guest into the Wurst Haus German Deli amp Restaurant your pleasant farewell leaves the guest feeling good and wanting to return We have four distinct objectives with every departing guest l 2 3 4 To make sure their experience in our Restaurant was pleasurable To thank them by name for their patronage To invite them back for another visit soon To make sure their last impression is a positive one Host staff bussers servers and managers all have the responsibility to bid our departing guests farewell
28. rends will dictate our availability and further policies on reservations Please consult your Manager during training for complete instructions on this policy Always be courteous and diplomatic when receiving calls for reservations especially when we are unable to accommodate them at their specific time Offer another available time slot or encourage them to come in and we will get them a table as soon as possible Waiting List Calls If a customer calls and asks how long the wait is for a table ask for how many are in their group and give them the approximate time Offer the customer this service point If you would like to put your name on the list now as long as you arrive within the specified time with your party complete I can expedite getting you a table Please check in with your name at the host stand when you arrive so I know you are here Thank you and I ll see youin minutes This is a service point we believe our customers will appreciate Customer Complaints Any time a customer has a complaint always deal with them calmly and get a Manager immediately This is important for complaints in person as well as over the telephone Our goal is to take a negative situation and make it a positive one Apologize to the guest for any inconvenience and get the Manager immediately Wurst Haus German Deli amp Restaurant 20 8 25 2006 Host Hostess Training Manual Diplomacy amp Tact Because your
29. tation At the beginning of each shift you will receive a floor plan with designated stations for the servers Remember seat two tops with parties of two before using four tops for them Seat four tops at tables and parties of five or more putting tables together Try to rotate from one station to the next whenever possible i e station one then two three etc Try not to double seat a station unless the customer requests a particular table Once you leave the Host stand to seat a party be certain to post the time seated on that table on your floor plan As business slows down stations may close and the floor plan will change A Manager and Manager only can close stations and change the floor plan Telephone Procedures Each time we answer the phone we are selling the Restaurant to a potential customer Answering the telephone is the responsibility of the host hostess and Deli during operating hours however be aware when the phone is ringing and make sure it is answered after a maximum of two rings The call should then be transferred to the managers if necessary gt All reservation and party bookings will be transferred to the manager on duty gt Waiting list inquiries will be transferred to the host stand Answer the phone with a bright cheerful upbeat greeting which creates interest and excitement Use your imagination but always be courteous and helpful The phone should always be answered by the sec
30. u where they are on the list Read the description then go find the customer gt Your appearance and attitude is important Customers watch the operation you perform so do not look disorganized or mad If you are having a problem ask the Manager to help you Always address the customer first If you are completing a seating transaction let the customer know you will be right with him her gt If you are going over your estimated times immediately inform the Managers so that the wait staff can be alerted When talking on the phone always smile it will make you feel good Wurst Haus German Deli amp Restaurant 5 8 25 2006 Host Hostess Training Manual The Greeting Your greeting is the guest s first impression of the Restaurant Remember neither you nor the Restaurant get a second chance to make a good first impression gt Greet guests whenever possible within 30 seconds upon their entry to the Restaurant i e I ll be right with you and use their names whenever possible Do not use the Host stand as a shield to stand behind Stand up front do not make the guest approach you You must make the first move in welcoming your new guests Make every guest feel wanted and appreciated the minute they set foot into our front door Your greeting should be changed to what feels comfortable to you Do not be repetitious by using the same greeting every time When greeting the doorman
31. y serving him gt A guest is part of our business not an outsider gt A guest is not a cold statistic he is a flesh and blood human being with feelings and emotions like our own gt A guest is a person who brings us his wants it is our job to fill those wants gt A guest is deserving of the most courteous and attentive treatment we can give him gt A guest is the lifeblood of the Wurst Haus German Deli amp Restaurant You Must Be Able To Serve Many Different Types Of Guests To make appropriate selling suggestions and give good service it is helpful to recognize and know how to handle all types of guests For example The Timid Guest Genuine interest and patient understanding will put this type of guest at ease Even a comment on the weather can make him feel at home Wurst Haus German Deli amp Restaurant 13 8 25 2006 Host Hostess Training Manual The Aggressive Guest The Fussy Guest The Over Familiar Guest The Guest who is Alone The Noisy Trouble maker The Blind Guest This type must be handled in a courteous and businesslike manner Kindness and politeness can often change him into a steady and appreciative customer This is one of the hardest guests to please Try to stay one step ahead of him by learning the things that irritate him Be sure to have everything just right before serving the fussy guest Remember all of the little things the fussy guest especially li
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