Is Anyone Training These ?

I was discussing Training and Development at lunch one day recently and thought of the restaurant hostesses as a prime example of poor training by their boss(es). They were not trained to think ahead. Rather than knowing where they would seat the next party of two, grabbing a couple of menus, and leading us directly to a table, they had to look at the seating chart and discuss which table should be seated next. Shouldn’t that have been done before we arrived?

I recognize that a restaurant host or hostess is often a part-time job for high school or college students and does not require a college education to be effective but part of the training should certainly be to have a plan when the next party of diners comes into the operation regarding where they will seat a party of two. A part of four. A party of five or six, and so one. The planning stage should not begin after the guests arrive. A PLAN should be ready to execute.

The restaurant would have tables seated more quickly and would likely make more money if time wasn’t wasted figuring our where to seat routine-sized parties. After all most restaurants still rely on butts in the seats to generate a fair percentage of their sales. People waiting around the host/hostess stand are not yet spending money. This is especially important during the lunch hour when many diners are on time restrictions before they must return to work. If they have to wait a long time for a table, they may make an alternative choice next time.

Hosts and hostesses are too often viewed as simply brainless menu carriers, but they can add a great deal to the guests’ dining experience when they appear to know what they are doing, get parties seated efficiently and effectively, and by making the guests feel more welcome with a little conversation about their day instead of creating a game plan AFTER the guests arrive.

Training every employee as though they would work there for extended periods of time, had a brain with which they could make good decisions, and serving as the initial contact with guests to make them feel welcome could often make an operation more professional or, at least, appear to be. Restauranteurs should train these folks to be proactive rather than reactive. Be ready for guests. Don’t act as though guests are an interruption or nuisance.

After all Proper Planning Prevents Poor Performance.