Hostess @HospitalityDoodle

Hostess is a female staff who receives the guest at the entrance, and entertains guests in Restaurant or Bar or Lounge.
Hostess is responsible person to seat the guest in assigned area in Restaurant or Bar. However in this video, we going to see the proper steps for hostess to follow Sequence of Service at the Restaurants and Bars.

Step 1.
Welcoming the Guest.

Hostess must stands by the entrance in a professional manner at all times.
Hostess must be in Straight posture with a pleasant smile and wellgroomed.
Acknowledge the guest within 30 seconds upon entering the restaurant.
Use 15 by 5 feet rule to greet the guest at Entrance.
It means, within 15 feet, that is 5 steps away, hostess must make an eye contact to the guest.
Within 5 feet, that is 2 steps away, approach the guest with a cheerful smile.
Wish the guest as per the hour of the day…
“Good evening Madam/Sir, (use guest name if known)! Welcome the guest, by saying the outlet name, "Welcome to ABC Restaurant".

If the flow of guests are high, the hostess must seeks the manager’s or supervisor assistance, in order to provide best guest experience at the Entrance.

Step 2.
Information Gathering.

Hostess must ask for pre booking, when the guest approaches the desk.By asking, “Have you made a booking with us”?
If the guest have made reservation, check for the name and confirm the reservation details.
If the guest doesn't have any reservation, then ask weather guest is inhouse or walk in.

If guest is inhouse, then you can ask for the guest room number and how many guests for dinner. By asking,“May I have your room number please?”
Remember, Room guest’s information could be found easily from reception, to update the system.

If the guest is walk in, then you can ask for the name and mobile number or a business card to make things easier.
"May I have your good name please?"

Asking the guest for contact details, will be helpful for data base collection. This data base details,will be useful to share outlet promotions and activities to the guest.
Step 3.
Escort Guest to the Table.

Hostess must Confirm the best available seating,before leading guest to the selected table.
Lead the guest to table by walking two steps ahead of guest.
“I will show you the way please,
or
“Please allow me to escort you to the table.

Hostess must Never walk faster while escorting the guest. Hostess,Always maintain the pace,with the guest while walking.

Seat the guest on their table requested, Hostess must pull the chair to assist the guest for seating.

Hostess must present the QR CODE Menu to the guest, and introduce the special cocktails or special dishes from the menu.

Hostess needs to communicate to the station holder on guest name.
Always Hostess must share the reservation information to the station holders, in case they have any special celebration like, birthday or anniversary.
Hostess need to say "Enjoy your evening” before leaving from the guest table.