Content

• To step
• Part 1 of 3: Staying organized
• Part 2 of 3: Greeting customers
• Part 3 of 3: Have your customers take a seat
• Tips

As a host or hostess, you are the first and last person customers see in a restaurant. That is why you must always be alert, considerate and efficient. Keeping the restaurant tidy, keeping customers happy, and keeping an eye on what's going on at each table are just some of the things you need to do to ensure happy customers.

To step

Part 1 of 3: Staying organized

1. Make sure you have everything before the service starts. You should have enough pens and markers, an overview of the tables and paper where you stand so that you can write things down. If you need anything else, ask the manager. Also make sure that there is enough clean cutlery.
2. Keep an eye on every part of the restaurant. Make an overview of the arrangement of the tables and which section belongs to which waiter. Keep track of how many tables are in each section, how many people are in each group, and at what time each group will arrive. This will make it easier for you to assign new tables to servers with the most available tables.
   • If the restaurant takes reservations, make sure you have processed them before making the overview with your tables!
3. Communicate with your waiters. You need to know when a waiter has their hands full with just two tables and when they can assist someone even though they already serve six tables themselves. The best way to know what more waiters can handle is to talk to them. Don't forget that you are all part of the same team!
   • If possible, ask if a waiter is ready to serve a new table before putting the customers there. You can also ask waiters if they have time to serve a large group when such a group arrives.
4. Walk around the room to keep up with the tables. Sometimes during a hectic shift you can lose track of which table has already left. In that case you have to ask someone to take your seat and walk around the room with your overview of the tables. Look for tables that are marked as occupied, but where no one is seated anymore. You can also check which customers are already eating dessert, as the waiter in that section will likely have a table free soon.
5. Help clear tables if necessary. You probably aren't expected to help clear tables, but you should be willing to help out when necessary. Wipe down tables, put cutlery and adjust the chairs when you have nothing else to do.

Part 2 of 3: Greeting customers

1. Greet customers with a smile and welcome them to the restaurant. You're the restaurant's first chance to make a good impression, so make sure you are attentive when new customers arrive. Greet customers warmly and call them by name if they are returning customers. Immediately let customers know if they need to wait a while so they can decide whether or not to make other plans to eat.
   • If you're dealing with another customer when someone arrives, say with a smile to the new customer something like "I'll be right with you!"
2. Ask how many people the group consists of. Don't assume that two people walking into the restaurant will automatically make up the entire group. The rest of the group may still be on the way. So always ask how many people a table should be provided for.
3. Ask customers if they have a table preference. Slightly wider people are unlikely to feel as comfortable when assigned a small space, and customers who are not as mobile will likely like to be seated close to the door so they don't have to walk that far. Make the best judgment and don't be afraid to ask your customers where they would most like to sit.
4. Answer the phone immediately. The host of the restaurant is usually the one responsible for answering the phone. Make sure to answer the phone quickly and professionally. Say the name of the restaurant, your name and ask the caller how you can help them. Kindly ask to wait while you're at it.
5. Even if the restaurant is hectic, keep calm. When the rush of the shift starts it can be difficult to keep your cool, but if you get restless then the entire restaurant can become disorganized. If you are stressed, take a deep breath and remember that even the busiest shift will be over in a few hours.

Part 3 of 3: Have your customers take a seat

1. Guide your customers to their table. Make sure you don't walk faster than your customers. Walk a little ahead of them, carry the menus and cutlery in your hands and place them on the appropriate table. Ask if this table is okay before the customers sit down.
2. Apologize to the customers if they have had to wait a long time. Most customers expect to wait at least 10 minutes to be seated in a restaurant, especially if they have not made a reservation. If your customers have had to wait much longer, offer them a sincere apology as you guide them to their table. Ask the management if you can offer them a free drink or appetizer (but do not propose this to the customers until you have been granted permission).
3. Make sure guests are comfortable. If the restaurant is not busy, try not to place customers right next to an occupied table. Obviously, customers will have to sit next to other diners when the restaurant is full, but try to make sure everyone has enough space to get comfortable.
4. Rotate sections. By placing customers in rotating sections, you can ensure that all of your waiters can make some money. Rotating sections will also help prevent waiters from being overwhelmed by multiple tables at the same time.
5. Put a menu and cutlery on the table for each guest. You should not throw all the menus on the table at the same time, as this will look rude and dismissive. Instead, carefully lay out a menu for each customer and make sure your customers are seated before you leave the table.
   • Be prepared to get water or other small items for your customers. If they ask for more than that, kindly make it clear to them that the waiter will be right there.
6. Talk to the customers when they leave. You will be the last person they will interact with, so say a friendly goodbye when they leave the restaurant. This will make them feel more like they have had a pleasant dining experience.

Tips

• Customers must always receive a clean menu. Wipe the menus before the shift starts and also when they return during the shift.