Issue Type:

Section:
New Restaurant / Revised Copy
Café Chef Wan

Department: Date Issued/ Revised:

Front of House January 2022

Section: Standard Operating Procedure

Customer Service Reference:

How To: CCW MLK - 001

Hostess / Host

STANDARD:

Objective:

Operating Procedure:

 Every Guest is greeted within 1 minute in a friendly manner with a

genuine smile
 Always welcoming Guest whenever possible for arriving Guests
 Guests experience friendly attentive service from all Hostess/host,
personalized to their needs
 Guest seating preference is quickly determined
 Floor plan indicates which tables are to be sat next
 Host interacts with guest on a wait.
 Walks at the proper pace and offers light conversation to the Guests
 Let’s the Guest know their name and where they will be if anything is
needed
 Guest parties are staged and initial--fill, full--maintenance, and
business decline are managed professionally
 Large parties are planned for and executed properly
 All Guests receive a genuine invitation to return and a warm friendly
farewell
 All Guests are observed to ensure no Guest leaves with unresolved
issues of any kind
Attachments/ References:
Prepared by: Date:

Nur Izzati Bt Hamid 18 January 2022

Endorsed by: (Facilitator) Date:

Approved by: (General Manager/ Date:

Corporate Functional Head)