Training For New Hosts: 10 Industry Best Practices to Make Guests Feel Welcome
The Rezku Team
The host or hostess is the first person customers interact with when arriving at your restaurant. They play a crucial role in creating a positive first impression and setting the tone for the entire dining experience.
What Is Expected from a Restaurant Host?
The role of hosts and hostesses is typically found in full service restaurants, where guests are seated at assigned tables.
This position is filled by front-of-house staff members who have shown strong customer service and organizational skills and is usually considered a leadership position in the restaurant.
Hosts and hostesses play a critical role, with many important duties they are responsible for. Depending on the concept, the duties of a restaurant host can include:
- Greeting guests at the entrance
- Adding guests to the waitlist
- Confirming reservations
- Quoting wait times
- Answering phone calls
- Placing reservations
- Balancing seating between servers
- Walking guests to their table
- Entering call-in orders
- Managing pickup orders
10 Industry Best Practices for Training New Hosts/Hostesses
If you are a manager training a new employee, or you have recently found yourself in the position of restaurant host, follow these 10 industry best practices for how a host can ensure every guest feels welcome.
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Emphasize Warm and Friendly Greetings
Hosts/hostesses should greet every guest with a genuine smile, make eye contact, and use a friendly, welcoming tone.
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Use Proper Phone Etiquette
Answer phone calls professionally, take reservations accurately, and handle any special requests or inquiries per guidelines established by the restaurant.
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Follow Seating Procedures
Hosts/hostesses must be familiar with the restaurant’s seating policies, table rotations, and any special seating arrangements for larger parties or VIPs.
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Become Familiar with the Menu
Hosts/hostesses need to have a working knowledge of the menu, including specials, dietary accommodations, and popular dishes, to answer basic questions from guests.
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Complete Opening and Closing Duties
Follow the responsibilities outlined for opening and closing the host stand, such as preparing the reservation book, checking inventory levels, and completing end-of-shift reports.
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Follow Grooming and Uniform Standards
Become an exceptional example of the restaurant’s dress code and grooming expectations to maintain a professional appearance at all times.
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Practice Conflict Resolution Techniques
Follow hosts/hostesses training on how to handle difficult situations, such as managing long wait times, resolving customer complaints, and dealing with disruptive guests according to restaurant policies.
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Emphasize Teamwork and Communication
Collaborate and communicate clearly with other front-of-house staff, including other hosts, servers, bartenders, and managers, to ensure smooth operations.
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Follow Emergency Procedures
New hosts/hostesses must understand and be able to execute the restaurant’s protocols for handling emergencies, such as evacuations, medical incidents, or security issues.
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Provide Ongoing Training and Feedback
Implement regular training sessions and performance evaluations to reinforce best practices and to address any areas for improvement. Ensure hosts/hostesses stay up-to-date with any changes or updates to restaurant policies.
Conclusion
By following these 10 training tips for new hosts and hostesses, restaurants can effectively ensure they are well-prepared to welcome guests, deliver exceptional customer service and contribute to a positive dining experience.
This free resource is part of a series of articles on restaurant management and operations provided by Rezku. Rezku provides point of sale and management technology exclusively for restaurants.
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