Welcoming And Seating Guests In The Restaurant
Welcoming and seating guests is one of the first and most important interactions we do with guests. How we greet and welcome guests once they enter the restaurant or any other facility of the hotel, sets the tone for their entire dining experience because as we all know, first impression matters. A warm and friendly welcome creates a positive first impression, making guests feel valued and appreciated. Feeling welcomed contributes to overall customer satisfaction.
When guests feel acknowledged and greeted with genuine hospitality, they are more likely to have a positive perception of the restaurant and its service. Let’s go further and read all the important steps and SOP of welcoming and seating guests.
SOP: Welcoming And Seating Guests In The Restaurant
SOP: Welcoming and seating guests In the restaurant |
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Applicable To: Hostess & Host |
Department: Food & Beverage |
1. Warm Greeting: As soon the guests enter the restaurant, promptly acknowledge their presence with a warm and genuine greeting. Smile and make eye contact to convey friendliness. If there is more than one guest make sure you make eye contact with the one behind to let him know that you acknowledged his presence. Use Polite Language and address guests with such as “Good [morning/afternoon/evening], welcome to [Restaurant Name].“. |
2. Checking Reservations: Ask the guest if they have a reservation and if so, confirm it by checking the reservation list. Thank them for choosing your restaurant and inform them that their table is ready. If guests do not have a reservation, inform them of the estimated wait time if there aren’t empty tables, and offer them the option to wait at the bar or in a comfortable waiting area. |
3. Escorting And Seating The Guests: If a reservation is confirmed or a table is available, escort guests to their table. Walk slightly ahead of them and guide them to the assigned table. If possible, inquire about seating preferences, such as a booth or near a window. Accommodate these preferences when assigning a table. Pull out chairs for guests if appropriate, and ensure that they are comfortable before leaving. |
4. Menu Presentation: Once guests are seated, offer them the menu. If applicable, explain any specials or signature dishes. If the restaurant has a unique concept or specific ordering process, briefly explain it to the guests. |
5. Express Appreciation: Before leaving the table, express gratitude for choosing the restaurant and convey enthusiasm for serving them. |
6. Inform The Server/Section Holder: After the guest has been escorted, sited on the table and the menu has been presented, make sure the section holder or the server is aware of the new guest’s arrival and let them know of any additional information you have about the guest such as guest name or preferences/allergies that u might be aware guest have. |
Welcoming and seating guests in a restaurant are very important steps that can impact guest satisfaction, the restaurant’s reputation, and overall success. A positive and efficient experience from the moment guests enter the establishment can lead to increased guest loyalty and business growth.
Remember to adapt these steps to the specific policies and atmosphere of your restaurant, and ensure that all staff members are trained on the SOP to maintain consistency in customer service. Keep in mind that different restaurants or facilities might have slightly different SOPs for welcoming and seating guests but the international guideline remains the same.
Feature Image From: Customer Service Manager
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