HOW TO GREET, LEAD AND SEAT GUESTS

Guests expect to be greeted in a friendly, timely, and warm manner with a smile and to make the guest feel welcome at the Restaurant or Bar or any other F&B outlet and to acknowledge them by name when they are a returning guest to the establishment. The staff can lead and seat the guest properly and they expect least of preferences when dining.

Why is this task important for you and our guests?

Answers: 

1. To make the guest feel welcome and acknowledge them as regular guests

2. To maximize the guest satisfaction

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Welcome guest	Stand upright with eye contact and smile sincerely besides the hostess/F&B guest service assistant stand	Why should you stand upright? Why should you have eye contact? Why should you smile?
Greet the guest	Greet the guest by saying,   “Good Morning/Afternoon-Day/Evening,  If you know the name: Mr. / Mrs. XXX  If you don’t know the name: Sir / Madam welcome to Coffee shop” (Name of outlet)	Why should you use the guest’s name? 2.  Why should you use the name of the outlet?
Check the reservation	If the guest wants to dine in, ask if he / she has a reservation.  If the guests have a reservation, find it from the TMS system / booking system according to guests’ information. If guest without reservation: Ask for the guest’s name/the No. of pax / smoking preferences, etc…Then mark it down in the TMS system / booking system accordingly, and make a correct indication on the seating plan. NOTE：If the TMS system is not available use a reservation book	1.  Why should you ask the guests they have reservation or not? Why should you prepare a reservation book? Why should you ask the information prior the guest enetering the outlet?
4)  Lead and the guests	Lead guests to the assigned table by requesting the guest to follow you. Say “Sir / Madam or (name of  Guest), this way please.” Walk 3 to 4 steps ahead of the guest. Glance back to ensure that the guest is following. Mention the steps. Don’t walk too fast. Stop at the table, smile and pull the chair out for the guest. standard etiquette: ladies first, followed by gentlemen host always last always assist children if members of the government and diplomats are involved, check with the organizer first	1.  Why should you walk slowly? 2.  Why should you check with the organizer first?
5）Inform the captain/supervisor	Inform the captain/supervisor discretely of the host’s name Know the seat number plan well and communicate the host seating # to the captain/supervisor	1.  Why should you inform the captain/supervisor discretely of the host’s name?

Now ask the trainee to practice the task from start to end to test competency.

Summary questions:

1. Why should you stand upright?

2. Why should you have eye contact?

3. Why should you smile?

4. Why should you use the guest’s name?

5. Why should you use the name of the outlet?

6. Why do you need to know the number of guests?