STAFF TRAINING & JOB DESCRIPTIONS
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SAMPLE
THE FRONT LINE SERVICE OF OUR CUSTOMERS
THE FRONT DESK CREW
Planning and Setting of the Front Desk Upon Arrival
Effective preparation procedures and side work duties are the beginning of every shift and vital to service in a well-organized environment. Arriving for your shift focused and with determination in your setup translates into excellent service preparation.
Begin all side work upon arrival. Check computer is in working order. Prepare items necessary for taking phone and takeout orders. Prepare takeout orders side dishes: mustards, hot sauce, ketchups or other items listed on the side work schedule. Prepare table assignments worksheet. Be ready for guests arrival early.
Check Reservations and verify large tables are ready in the dining room. Report large tables to the Chef and Manager.
Pre-assign initial tables.
Request Specials from the Chef: Write and print specials menu. Know the Specials of the Day. You are writing them and printing them. STUDY THEM.
Continuous inspection of front desk area, temperature, and floor cleanliness throughout shift.
In preparation of guest arrivals, you should prepare yourself like you are a performer on stage. Always Smile-Always Helpful-Always Calm-Always Engaging, and Always Offer Solutions.
Guests are coming hungry and/or thirsty. They want to be recognized and seated quickly.
Know the paging system in the computer. Use this when a table has to wait. There is no excuse for forgetting a guest waiting to be seated, and time is wasted looking for them. USE THE PAGING SYSTEM.
Be helpful to others when you have completed your setup. Train others in the processes you have learned, and support each other on every shift.
Taking care of guests at front desk standpoint is easier when there is more than one person working. When two or three front desk staff has been assigned always try to have one person at station at all times. If you are alone you must learn to maneuver yourself as best as you can, sometimes dealing with many guests at the same time. Do your best to stay calm. Guests observing that you are not confident in your work may become agitated. Stay in control and make the best decisions to can under the circumstances.
Customer Introduction and Listening: THIS IS YOUR MOMENT TO SHINE
Say Hello, Hi, Welcome, Greetings, Good Afternoon, Good Evening, or a Phrase you are comfortable with to begin the story you are about to create for your guests. You are the start for the outcome of the guests experience, make it a great one.
Introduce yourself but do not rush your name or beginning speech. All too often front line staff rushes their introduction and loses this moment of importance to the beginning of the service experience.
BE ASSERTIVE when guests arrive. YOU ARE IN CHARGE BUT YOU ARE ALSO KIND. Ask guests if they are: Here for the Main Bar, the Dining Room Bar, or the Dining Room or Patio.
Always try to accompany guests to the Main Bar when they try to go themselves. Do not be afraid to tell guests to please allow you to accompany them.
ASK if not known: Are you Regulars-New to the Restaurant-Here for a Special Occasion, here for the party room (if you tell this to the Waiter they can arrive at the table with this information ready).
HEAR and LISTEN to what they are saying. Translate (concerns, unknowns, questions, body language) into your questions and solutions. Do they look unhappy? (Perhaps trouble locating parking, which can initiate an unhappy start).
Ask questions, if necessary, to determine how you may help them or provide solutions to their story.
Wait for all guests to be in attendance if going into the dining room. If early arrivals want to be seated do not take menus. Menus can be delivered after everyone arrives.
WALK guests to the bar or table. Do not walk way ahead of them. Slow down, maybe they are waiting for someone or see a friend along the way. Be patient.
Walk guests into the areas slowly. As you seat, pull chairs for women. Wait for all guests to be seated and HAND menus to each guest beginning with women.
Ask if they are comfortable and inform them of their food servers name prior to leaving.
Awareness of Environment
Acknowledge surroundings, guests that look out of place. Pay attention and Support Your Team and what is going on in all areas of service as you walk through them.
Working Together with the Kitchen
This is an extension of the Team-If the kitchen is struggling you must provide support not criticism. Know what to do or say to customers when food is delayed. Offer a solution to your take out guests, not an excuse.
If you are struggling because of the kitchen, a solution must be remedied quickly. Alert the floor manager of the situation just in case they need to intervene or a comp item solution needs to be considered.
Dealing with Difficult Guests and Situations
Calm-Ask Team for help-Address quickly-Address quietly. Often a quiet talk is the solution.
Ask Floor Manager to intervene if necessary.
Ask Chef to intervene if necessary.
Offer solution, or with approval a complimentary drink or complimentary dessert.
Have a Good Day
It is not acceptable to allow a guest to leave without saying Thank You.
Also say have a wonderful day/evening, Have a great day/evening, Enjoy your day/evening.
Say how great it was to see them.
Come up with your own acceptable way to make sure guests leave BELIEVING your regards.
Before Leaving for the Day
Closing duties are essential to the effective service of the next shift.
THE FRONT LINE SERVICE OF OUR CUSTOMERS
THE FRONT DESK CREW
Planning and Setting of the Front Desk Upon Arrival
Effective preparation procedures and side work duties are the beginning of every shift and vital to service in a well-organized environment. Arriving for your shift focused and with determination in your setup translates into excellent service preparation.
Begin all side work upon arrival. Check computer is in working order. Prepare items necessary for taking phone and takeout orders. Prepare takeout orders side dishes: mustards, hot sauce, ketchups or other items listed on the side work schedule. Prepare table assignments worksheet. Be ready for guests arrival early.
Check Reservations and verify large tables are ready in the dining room. Report large tables to the Chef and Manager.
Pre-assign initial tables.
Request Specials from the Chef: Write and print specials menu. Know the Specials of the Day. You are writing them and printing them. STUDY THEM.
Continuous inspection of front desk area, temperature, and floor cleanliness throughout shift.
In preparation of guest arrivals, you should prepare yourself like you are a performer on stage. Always Smile-Always Helpful-Always Calm-Always Engaging, and Always Offer Solutions.
Guests are coming hungry and/or thirsty. They want to be recognized and seated quickly.
Know the paging system in the computer. Use this when a table has to wait. There is no excuse for forgetting a guest waiting to be seated, and time is wasted looking for them. USE THE PAGING SYSTEM.
Be helpful to others when you have completed your setup. Train others in the processes you have learned, and support each other on every shift.
Taking care of guests at front desk standpoint is easier when there is more than one person working. When two or three front desk staff has been assigned always try to have one person at station at all times. If you are alone you must learn to maneuver yourself as best as you can, sometimes dealing with many guests at the same time. Do your best to stay calm. Guests observing that you are not confident in your work may become agitated. Stay in control and make the best decisions to can under the circumstances.
Customer Introduction and Listening: THIS IS YOUR MOMENT TO SHINE
Say Hello, Hi, Welcome, Greetings, Good Afternoon, Good Evening, or a Phrase you are comfortable with to begin the story you are about to create for your guests. You are the start for the outcome of the guests experience, make it a great one.
Introduce yourself but do not rush your name or beginning speech. All too often front line staff rushes their introduction and loses this moment of importance to the beginning of the service experience.
BE ASSERTIVE when guests arrive. YOU ARE IN CHARGE BUT YOU ARE ALSO KIND. Ask guests if they are: Here for the Main Bar, the Dining Room Bar, or the Dining Room or Patio.
Always try to accompany guests to the Main Bar when they try to go themselves. Do not be afraid to tell guests to please allow you to accompany them.
ASK if not known: Are you Regulars-New to the Restaurant-Here for a Special Occasion, here for the party room (if you tell this to the Waiter they can arrive at the table with this information ready).
HEAR and LISTEN to what they are saying. Translate (concerns, unknowns, questions, body language) into your questions and solutions. Do they look unhappy? (Perhaps trouble locating parking, which can initiate an unhappy start).
Ask questions, if necessary, to determine how you may help them or provide solutions to their story.
Wait for all guests to be in attendance if going into the dining room. If early arrivals want to be seated do not take menus. Menus can be delivered after everyone arrives.
WALK guests to the bar or table. Do not walk way ahead of them. Slow down, maybe they are waiting for someone or see a friend along the way. Be patient.
Walk guests into the areas slowly. As you seat, pull chairs for women. Wait for all guests to be seated and HAND menus to each guest beginning with women.
Ask if they are comfortable and inform them of their food servers name prior to leaving.
Awareness of Environment
Acknowledge surroundings, guests that look out of place. Pay attention and Support Your Team and what is going on in all areas of service as you walk through them.
Working Together with the Kitchen
This is an extension of the Team-If the kitchen is struggling you must provide support not criticism. Know what to do or say to customers when food is delayed. Offer a solution to your take out guests, not an excuse.
If you are struggling because of the kitchen, a solution must be remedied quickly. Alert the floor manager of the situation just in case they need to intervene or a comp item solution needs to be considered.
Dealing with Difficult Guests and Situations
Calm-Ask Team for help-Address quickly-Address quietly. Often a quiet talk is the solution.
Ask Floor Manager to intervene if necessary.
Ask Chef to intervene if necessary.
Offer solution, or with approval a complimentary drink or complimentary dessert.
Have a Good Day
It is not acceptable to allow a guest to leave without saying Thank You.
Also say have a wonderful day/evening, Have a great day/evening, Enjoy your day/evening.
Say how great it was to see them.
Come up with your own acceptable way to make sure guests leave BELIEVING your regards.
Before Leaving for the Day
Closing duties are essential to the effective service of the next shift.
