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.