Steps of Service
Hosts
Greeting a Guest
As a host or hostess, you are the first and last person guests see at a restaurant. Because of this,
you must always be on your A-game. Keeping the restaurant orderly, making sure guests are
happy, and keeping track of what’s going on at each table are just some of the ways you can keep
your guests and boss happy. When a guest enters the restaurant greet them with a warm
welcoming smile. When greeting a guest make sure to use the 3 I’s.
-What are the 3 I’s?
-Introduce: Introduce yourself to the guest, remember, you are the first point of contact
for them when entering the restaurant
-Inquire: Inquire about the guests needs. Have they dined with us before? Do they have
a reservation? How many in their party? Where would they like to be seated (inside or
outside)? Would they prefer a table or booth (?) Do they require any kids menus?
-Inform: Informing the guest is key in ensuring they enjoy their time at the restaurant. If
the restaurant is on a wait, make sure to let them know. Make sure to inform them of any
specials that are currently going on.
Seating a Guest
-When seating a guest, make sure to walk at a pace that is comfortable to the guest. They
should never be further than 2-3 feet behind you.
-Make conversation with the guest. Ask them if they have dined with us before, ask how
they heard of us. If they have dined with us, ask them what they enjoyed when they were
here last.
-Once you arrive to the table, let the guests sit down first. Once they all seated hand each
guest a menu (starting with the women). Make sure to explain each menu you are
handing them (this is our food menu, wine and cocktails are located on the back. This is
our beer menu, draft beers are on the front and bottled beers on the back etc.)
-Place the server chit on the end of the table, and let the guests know that their server will
be right with them. Please make sure to mention the server by name.
The Fond Farewell
-When a guest is leaving the restaurant, make sure to offer them a fond farewell. Never
say “Bye” or “Goodbye”. Neither one of the phrases are hospitable, nor do not leave a
guest feeling welcomed back. Instead uses phrases such as “Have a wonderful
afternoon/evening”, “I hope you enjoyed everything, please come visit us again soon”.
-If a guest express that they did not have a positive dining experience, radio a manager
immediately. Apologize to the guest, and inform them that you have contacted a manager
and
-On the same note, if a guest wishes to compliment the restaurant and/or the service,
radio a manager.
-By speaking with a manager with both positive and negative experiences, the guest
knows that their feedback was received.
Answering the Phone
-All phone calls should be answered within 3 rings. When answering the phone please
use the following language: “Thank you for calling Park Tavern, this is ______________,
how can I help you”
-When speaking with a guest on the phone, remember to use the 3 I’s (the same way you
would when greeting a guest walking into the restaurant).
-Introduce: Introduce yourself to the guest. Again, remember that you are the
first point of contact for the guest. Even when speaking on the phone you need to
be polite and friendly.
-Inquire: Figure out the guests needs. Are the calling for a reservation, carry-out
order, to find out more information about our restaurant, or to speak with a
manager?
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-Inform: Answer the guests questions the best you can, if you need assistance, do
not hesitate to radio a manager.
-If a guest is calling for a manager, please get their name and what they are calling for.
Make sure to then put the guest on hold and radio the necessary manager. If a manager
is not available, make sure to take a detailed message including the following
information: Name, Phone number, reason for calling, and what time they called.