Wednesday, July 1, 2015

Do your hosts/hostesses know the answers?

FAQ rezku
Restaurant managers know that First Impressions Start at the Host Stand. That's why it is important to provide all the resources and training you can to a new host/hostess. Often new hosts are young and the position is entry level to the restaurant, yet they are one of the most important employees because they are the initial contact for a guest.
There's another important reason why hosts need to be well trained.
Imagine a very busy night — full restaurant, short staffed, other complications arise that need immediate attention. The managers are occupied with pressing issues and not available. A guest calls in or approaches the host stand and answers a simple question — one that a seasoned host would be able to answer instantly, but a new host doesn't know the answer. Now that host needs to track down a manager or another staff person to get the correct answer for the guest.
The best way to handle this is to have a cheat sheet or a list of Frequently Asked Questions (FAQs) for the host stand.  Items to include:
  • Restaurant's address, phone, email
  • Restaurant hours and happy hours
  • Daily specials — Margarita Mondays, Taco Tuesdays
  • Directions and landmarks
  • Parking/valet information
  • Website information
  • Reservation information
  • Social media accounts — Facebook, Twitter, Instagram
  • Menu information — Kids, Dietary/Allergies
  • Managers'/Owners' names
  • Holiday information
  • Special event information
  • Catering/Banquet information
  • Taxi phone numbers
Arming your hosts with this information will empower them to handle guest inquiries themselves without having to rely upon a manager.
A simple solution is a one click on on your FOH system. The right FOH system can address all of these issues as well as drastically reduce the stress level. Be sure to ask about a demo of Rezku Prime, to see how these FAQs are integrated into the system.

Presented by Guest Innovations. Be sure to check out our affordable hospitality products RezkuWaitkuSendku, and Dinnerwire.

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