Acknowledge
“You never get a second chance at a first impression”
Every front of the house employee is a greeter!
We must never be too busy to greet our guests. The entrance
area is an important focal point. We must be diligent in watching this area for
guests needing to be seated, directions or assistance. The staff must be aware
of what is taking place in the entrance area and not all be congregated in the
wait station or kitchen. We must never leave the front unattended. If you
cannot attend to someone right away, please let them know that they will be
taken care of as soon as possible.
Always greet the guest with a warm welcoming smile and
greeting such as “Good evening, welcome to ________, how are you folks
tonight?” Never, never, never generalize the gender by using “you guys.” It is
best if you strike that greeting from your vocabulary.
If you know the guests by name, please greet them by name,
people like to be recognized and called by name. Make them feel as if they are being welcomed
into your home.
Escorting the guest to a table must not be rushed or
hurried; this step as with the greeting is when they are assessing how their
experience with us will be. When we are busy, a happy and relaxed guest will be
much more patient than someone who has felt rushed and hassled as soon as they
come in.
Waitstaff, be sure to acknowledge new tables as quickly as
possible. Even if you are with one table, try to make eye contact with the new
table and give them a nod, or if you are walking by with a tray of food, slow
down for a second and with a friendly “Folks, I will be right with you”
greeting, let them know that you are aware that they are there.
This is also an especially important time for server
assistants to realize their valuable role. As they are watering the table, they
should also greet the guests with a big friendly smile and inform the guests
that the server would be right with them. Very often, the server assistants are
the initial contact at the table and they must realize their importance in the
greeting process.
Server assistants must show confidence in welcoming our
guests and relay any information/orders to the appropriate server. If unsure of
a question, promise the guest you will find out and then do so immediately.
Take personal responsibility for answering that customer’s question.
Every server should also greet a customer they are walking
past. If they notice that the guest has not been greeted by a server assistant
or the host server they should stop and let the guest know that their server
will be with them, or if time permitting, take an initial drink order.
Remember we are a team and guests always appreciate being
surrounded by a winning, helpful team.
Together we achieve more!
Have an awesome day and make more money!
JD
Put More Cash In Your Pocket!
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