DIVISION F&B

DEPARTMENT Mezzaluna

CATEGORY 1.HOSTING
POSITIONS Hostess
STANDARD 1.1 – 1.6
MEZZALUNA
STANDARD BREAKDOWN APPROVED Guenter Gebhard, F&B
BY Director
OBJECTIVE
How to accomplish hosting
IMPORTANCE
All F & B employees
NEED
To have a unique guiding line for all F & B employees
Standard Breakdown Notes
1.1 1. The phone has to be To make sure we can
How to take a reservation(for answered not more than three accomplish the best service,
all meal periods) rings. we need information !
2. The required greetings is:
”Marhaba, welcome the
Mezzaluna Restaurant this is
(your name) speaking, how
may I assist you?” Ask the
guest for the following details:
• time of reservation
• number of guests
• smoking preferences
• special requirements; i.e.
birthday, anniversary
• private-room
requirements
• hotel/outside guest
• call back phone number
• children in need of
highchairs
3. Write all details readable
into the reservations book.
4. Repeat all details back to the
guest and have him/her
reconfirm.
5. If the restaurant is full, offer
guest alternative dining time
or suggest to the guest to
have a drink/wait at the bar.

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1.2. 11 Welcome the guest with Recognizing and greeting the
How to greet a guest a smile and a friendly “Good guest is the most important
morning/afternoon/evening order of guest relation and
(Guest name)/Sir/Madam. hospitality
Welcome to the Emirates
Palace. How may I assist you?”
stand in front of the guest
without a physical separation,
such as a desk.
11 At least one hostess to be
at the entrance all the times
during operation.

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1.3
How to escort and seat a guest -
I with “Great to have you here,
11 After establishing the We give the guest a helping
guest’s name, welcome the guest hand by escorting and seating
him. We never just tell or
at the Mezzaluna Restaurant, show the guest the direction,
(Guest name), Sir/Madam. we guide him/her to avoid
Would you like to have a drink misunderstandings
at the bar before you go to your
table? We have a nice bar with
pianist and opera singer
playing every hour for 10-15
minutes.
11 If the guest want to have
they aperitif show them to the
bar.
11 If they prefer to go
straight to the table ask them to
follow you.(Guest
name)/Sir/Madam, Please let
me escort you to the table.
11 Point in the direction of
your path. Lead the guest,
without turning your back to
him/her.
11 While walking the guest
to they table tell them about our
restaurant.”(Guest
name)/Sir/Madam, we have a
nice bar counter, bakery oven,
two private dining rooms,
extensive wine list and etc…..”
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1.3 1 1 Pull out the chair with
How to escort and seat a guest - the best view for the lady to be
II seated. Smile at the guest and
offer them to be seated.
1 1 Assist by gently pushing
the chair toward the guest.
1 1 After you have seated
the guest, linen’s runner will
bring the unfold napkin to the
guest.
11 Minimize touching the
napkin, hold it at the edge of the
napkin and place slowly to the
guest lap but Do Not Touch
The Guest Lap!
1.4 1. The guest standing at the As we work professionally we
How to allocate guest for a entrance of the Mezzaluna have to allocate a smooth
smooth workflow Restaurant waiting to be workflow to provide the best
escorted has to be reached in the service
pleasant manner that has been
clearly explained under “How to
greet the guest.”
2. If you already know the
guest by name, ensure that you
address him/her by name, as the
guest feels that he/she is highly
recognized. Make the guest feel
at home.
3. If the name is not known,
ask the guest politely if he/she
have made a reservation. “Do
you have made any reservation
with us Sir/Madam?”
4. If yes,May I know your
name please Sir/Madam?”
Then refer to the reservation
book, confirm the table and turn
to the guest and tell the guest,
“Please follow me Sir/Madam.”
5. You lead the guest towards
the allocated table.
6. If the guest don’t have a
reservation, escort him/her to a
station where it isn’t busy so
that guest can be attended to
immediately. This enables a
smooth operation and smooth
workflow.
7. Ensure that the handicapped
guest is seated at a place where
is easy for him/her.

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1.5 1. After the entire party has Presenting a menu is our
How to present a menu or been seated, present the menu to first chance to impress the
beverage list the lady at the table first. guest as a service
2. Introduce your to the guest: employee. This is the first
“(Guest name)/Sir/Madam, impression the guest gets
welcome to Mezzaluna, my of you and you can also
name is(your name),would like make recommendations as
to present to you our very nice well
Mediterranean antipasti buffet
over there for you to start or
you can choose from our a la
carte menu with a different
cuisine from the
Mediterranean. Our daily
special is……….Please take
your time with the menu, if you
need any assistance please feel
free to let me know.”
3. Explain in short words, the
menu you are presenting and its
sections.
4. Repeat this step with each
person in the party. If possible
ask the chef to go with you to
the table and lets him explain
about the menu.
5. Be prepared to answer
questions as to the layout or
location of specific items.
1.6 1. After the entire table has
How to present a dessert menu been cleared of the main course
and cleaned, present the dessert
menu to the lady at the table
first.
2. Explain in short word, menu
you are presenting and its
sections. Repeat this step with
each person in the party.
3. Be prepared to answer
questions as to the layout or
location of specific items.
4. Advise the guest: “(Guest
name)/Sir/Madam, today we
have a very nice home-made
chocolate truffle served with
caramel sauce……..Please
take your time.I’ll be back to
take your order, when you’re
ready”

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