Seameo Voctech Restaurant Operations Chapter 4 Hosting

SEAMEO VOCTECH PROGRAM
Restaurant Service & Operations
Day 2
Carry Out Hosting Duties
Chapter 4
Version 1.0
Updated on March 2017
Food & Beverage Operations Essentials of Food and Beverage Operations 1
Lesson Objectives
• Describe the guidelines in carrying out the hosting function
• Explain the importance of verifying the guest’s reservation
• Explain the importance of displaying positive guest relations techniques
• Explain what is a full‐house situation and how to handle it using
positive guest relations techniques
• List alternatives offered to guest in a full‐house situation
Essentials of Food and Beverage Operations FB 2046FP 2
Lesson Objectives
• Describe the procedure to make a reservation for guests at another
outlet from the same establishment
• Explain the importance of acquiring and providing up to date tourist
information to dining guests
• Identify local and international events that attract visitors
• Describe the popular tourist attractions in Singapore
Guidelines for carrying out the hosting function
Responsibilities of the host
• Ensure front of restaurant well maintained
• Check hostess stand is well equipped
• Update reservations book
• Keep up to date with regular or VIP guest
• Maintain presentable menus & wine lists
• Balance out table assignment
• Be prepared to help out service staff
Responsibilities of a Host
A host should:
• Make a good first and last impression
• Be happy and positive
• Smile
• Answer phone within 3 rings
• Greet guests immediately and make eye contact
• Recognize regular guest and address guest by names
• Pay attention and be alert to guest waiting for tables
• Scan the dining room to assist and inform dining staff of any possible
concerns
• Review and update reservations and seating plans
Example of a Seating Plan
Carry Out Hosting Functions
The host carries out the following functions:
• Welcome the guests
• Verify reservations
• Escort guests to the assigned table
• Unfold napkins
• Present menus
• Provide beverage service
• Assist dining room staff
• Present guest check
• Guests are thanked and bid farewell
Welcome the Guest
Upon seeing guests, host must
• Eye contact
• Greet guests (by name if it is known, especially regulars)
• Friendly
• Smile
• Willing to assist guest
• Positive
• Polite
• “Good morning/afternoon/evening. Welcome to Amber. May I have
the name of your reservation please?”
Verify reservations
Check reservations book to verify the booking
Escort guests to the assigned table

1. Inform guest that you will show them
to the their table
2. Use open palm to show way
“Please follow me. I will show you to your table.”
3. Walk at normal pace
4. Turn back after every few steps to check on
guest
5. When reach assigned table, pull out the chair for lady guests.
Unfold napkins
• Pick up the napkin from the guest’s right
• Shake or unfold the napkin and form a triangle
• Place napkin across the guest’s lap with the
longest side of the triangle closest to the guest
Present menus
• Open the menu before presenting it to the guest.
• Open the menu from the top with the right hand
• Present the menu to the right of guest
• Inform guest that the dining staff will be there
shortly to take their orders.
Thank the guest and bid them farewell
The host is probably the last person that the guest will see when they
leave the restaurant and therefore a warm and friendly farewell is
necessary to every guest.
“Thank you for coming. See you again soon. Good night!”
“It was nice to see you this evening. Thank you for coming. See you soon.
Good night”
Importance of verifying the guest’s reservation
• Ensure that the restaurant honours the reservations
• Check that the guest in front of you has indeed made a reservation
especially during full house situation
• Show that the restaurant is well organised and well managed
Full‐house situation
• A full‐house situation is when the restaurant is fully booked and that
there are no more available seats or tables for guests that did not make
any reservations.
• It is always good to practice positive guest relations.
• Be sincere (Be truthful, do not lie)
• Be helpful (Recommend them other restaurant within the premise of
the organisation)
• Be empathetic (Put yourself in their shoes)
What can you say?
• “My apologies sir/m’am, but our restaurant is full at this moment?
Would you like to wait?”
A situation may also occur that the restaurant is closed for a private
function.
• “My apologies sir/m’am but the restaurant is closed for an event this
afternoon/evening. May I suggest another restaurant in our hotel?”
Full‐house situation ‐ Alternatives
Put guests on wait‐list If the restaurant has a wait list, suggest to the guest
if they would like to put their name down in the wait list.
• “Sir/M’am, would you mind leaving down your name and contact
number? I would inform you as soon as a table is available for you.”
Should the guest ask how long it will take, tell them truthfully that you
cannot be sure how long it will take. Even if you are very sure that a
table will be available in a certain period of time, do not promise or
state the time.
“I am really sorry but I am unable to tell you how long you will have to
wait for a table.”
After the guest has left his/her name and contact number, thank the
guest:
“Thank you Mr/Ms_____ (use the name of the guest). I will call you as
soon as a table is ready for you.”
If you have made a promise to call the guest – KEEP THAT PROMISE!
This is about positive guest relations.
What else can be done?
• Request guests to change the date and time of reservation
• If a particular date and time is fully booked, it might be good to suggest
a new date and time.
“I am very sorry but the date and time you have requested is fully
booked. May I suggest dinner instead?”
What else can be done?
“I am very sorry but the date and time you have requested is fully
booked. May I suggest the following day at the same time?”
“I am sorry but the date and time you have requested for lunch is fully
booked. Would it be possible to change to another date?”
Offer to make a reservation for guests at another outlet from the same
establishment
Different outlet but still in the hotel, so the revenue still benefits the
company.
If there is another outlet or branch offer to make reservations for the guest.
“I am sorry that we are fully booked today. May I suggest our Italian
restaurant on the 4th floor of our hotel?”
If the guest agrees to go to another restaurant within the hotel, you could
offer to make the reservations for the guest.
“Would you like me to make a reservation for you at the Italian
restaurant?”
Positive Guest Relations
Why is it important to show positive guest relations?
• Show warmth and a sense of good hospitality to all guests whether they
are first time visitors or repeat or regular guests.
• Make the guest feel comfortable, relaxed and welcomed dining at the
restaurant.
• Success of the restaurant depends on the delight of the guests.
Activity 12A
Role play
 Class is divided into 2 groups. One group will be the host and the
other the guest. Later the roles will be reversed.
Scenario
Role call is over and John has been assigned to be the host for the day. He
goes about his duties when a guest appears before him.
Providing up to date tourism information to dining
guests
• These information can be gathered through reliable source such as
through the official websites and Singapore Tourism Board (STB).
• These information may change from time to time as such it is the
responsibility of each establishment to update it on a monthly basis.
• Fair, exhibition, festivals, sports events, tourist attractions and etc

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Escort guests to the assigned table

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