Empower Your Host Stand with These Best Practices
Every team member in a truly successful restaurant knows that all staff must be on the same page regarding serving guests according to company values. Without this alignment, details fall through the cracks, guests are disappointed or worse, and business dwindles. An optimized blend of delicious food, talented people, sound operating procedures, and an inviting venue create a solid foundation, but the people in your employ must be empowered and determined to provide excellent customer service if your business model is truly going to work.
Before your guests can sit down and enjoy your culinary offerings, they must interact with your host stand. The following best practices will enable hosts and hostesses to provide your guests with outstanding customer service and keep restaurant operations running smoothly.
Welcoming Greeting
Regardless of how busy or exclusive your restaurant is, every prospective customer that walks through the doors should be acknowledged with courtesy and respect. Though the host stand functions as a partition between guests and their respective dining experiences, it is not appropriate for them to impart sentiments that make guests feel unwelcome, under-dressed, or underappreciated. Choose hosts for their friendly and helpful attitudes, train them for skills, and clarify expectations surrounding guest services.
Understanding Preferences
Knowing where guests want to sit, who they want to sit with, and how they expect to be received is the key function of the host stand. More than carrying menu’s, communicating with servers, and giving directions to the restrooms, hosts have the opportunity to create a positive foundation for the overall dining experience. Train your host staff to inquire about seating preferences even if they cannot always be observed. Encourage your staff (if appropriate) to engage your guests during the seating process to glean information about how to better serve them in the future.
Managing Expectations
The hospitality industry is not for the meek of heart. Clear and concise communication skills, unflagging discipline to perform under pressure, and a resilient ability to give every guest the customer service they deserve is mandatory for a successful host team. A major part of keeping guests happy is to creating a balance between managing and exceeding expectations. Giving conservative time estimates for wait, preparing guests for available seating options, and staying accountable is crucial.
Optimizing Technology
Confirming reservations, inquiring about special requests, and being ever ready to celebrate special occasions is paramount to your host stand’s ability to shine. Using technology to keep guests informed about new offerings, changes in operating hours, and special events can be yet, another channel to support your guests and your business. Whether it be a text message to let your guests know when their table is ready, or an app to give them easy access to reservations and your menu, choose technology that simplifies your restaurant’s business practices and offers guests a convenient and easy way to frequent your business.
Please let us know how we can help: email [email protected] or call 1-800-851-9273 Monday through Friday, 8 am to 5 pm CT. We look forward to serving you soon.