AJAR.id – Hello Ajarian! When customers arrive, it is the responsibility of the service staff to promptly meet them. This normally includes a smile and an appropriate greeting at the door. Remember that customers like to feel important and they should always be treated accordingly. Besides, first impressions count and as they say “You only get one chance to make a first impression”.
When guests arrive in your dining area, the first two steps should be:
- To greet or welcome them
- To enquire whether or not they have a reservation or booking.
Where guests say that they have a reservation, you should confirm this in your reservations book, to identify the table they have been allocated on the table/floor plan. Check with them the number of guests expected. Often there can be an extra one, and sometimes there are one or two who will be cancellations. Where there are cancellations, the chair and cover should be removed from the table so that the table is not embarrassed by empty places.
Where an extra person has presented with the booking, staff should immediately set another place and add a chair where possible, or another table should be quickly identified for the party. The key is to ensure that guests do not feel, in either case, that they have done the wrong thing, or inconvenienced us.
When confirming the reservation, also confirm any details that may be written against that booking – “And you’re off to the cinema, so you’d like to be away by 8.30, is that right?”, “And you requested a high chair, I believe?” Where there is a note that a birthday cake, or similar, has been arranged, this should also be discreetly checked with the host, either at the table or elsewhere.
A visit to the table informing the host that there is a phone call at reception for them can aid in getting them away from the table. If the guest has no reservation, check the floor plan to see if they can be accommodated.
Read more: Be Alert to the Opportunity to Maximize Sales!
Nurturing You to Grow®
Written by: Alan Hickman, Nick Hyland
Subject Matter: Provide food and beverage services