H. CLOSING DUTIES

TAKE THE QUIZ

The maître d' (short for maître d'hôtel, literally "master of the hall") in a suitably staffed restaurant is the person in charge of assigning customers to tables in the establishment, and dividing the dining area into areas of responsibility for the various servers on duty. He or she may also be the person who receives and records advance reservations for dining, as well as dealing with any customer complaints and making sure all servers are completing their tasks in an efficient manner. In some localities or traditions practically small organizations like a single restaurant the post is also known as the headwaiter or host.

In large organizations such as hotels or cruise ships where more restaurants are available, he or she is responsible for the overall dining experience including room service and buffet, service quality and guest satisfaction, while the head waiters or supervisors are responsible for the specific restaurant or dining room they work in.

In the United States, these functions may be vested in a manager, supervisor, or cashier. The distinction between a maître d'hôtel and host is, in practice, one of nomenclature.

In order to be effective as a host or hostess, it helps to reflect on the guests' perceptions of how we run our business. They don't have the inside knowledge or understanding that you do.

When people come into a restaurant, they want to be greeted promptly and treated well. We need to convey to them that "We're glad they have come in." The regular guests need to be recognized and called by name whenever possible. New guests need to be put at ease. Don't assume that people know things - be sure to inform them of the next step in the process, direct them to the bar, etc.

How the guests feel they have been treated at the front door carries over to the rest of their dining experience. It affects them either positively, or negatively, how they feel about the food and service.

Our guests don't know how our system works for reservations and seating. For example, here are some common areas of confusion:

The guests see empty tables in the dining room, but are told there is a wait. They assume we are doing that in order to push drinks.

A guest calls for a reservation, but the desired time is not available and they don't want another time. The guest is told that if the party comes in, they can get on a waiting list. The guest doesn't understand why we can't just add one more reservation.

A party comes in early and is seated right next to the only other party in the restaurant. It's annoying to them. They don't know that it is the "Opening Station."

The point is should the guest have to learn? Or can we be more aware and explain why we are doing something. Perhaps we are the ones who should change. Let your manager know so he/she can make the changes, if possible.

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As guests enter the restaurant and approach the podium area, smile, make eye contact and welcome them immediately. Don't wait for them to get all the way up to the podium, take a step forward and greet them. Try to welcome them within ten seconds! Depending upon how busy it is at the moment, the greeting may be made by the lead host/hostess or by a floor host/hostess. During particularly busy meals, one floor host/hostess may be a "greeter" - whose responsibility is to greet guests and coordinate with the lead.

Your welcome should be pleasant but not an over kill. You want to convey a sincere and genuine interest in their dinning experience with us. The words you use should be natural and comfortable for you to say:

"Good evening. How are you tonight?"

"Welcome."

"Hello. How are you?"

"How are you tonight?"

If you recognize the guest, call him or her by name. This is very flattering and makes the guest feel very special. If you don't know the person's name but he or she has been in regularly, introduce yourself and find out his or her name for future recognition.

A prompt greeting makes all guests feel welcome and comfortable. This is particularly true for guest who have been in this restaurant before. Your job is to eliminate any discomfort they may feel. This discomfort (however slight) is usually because they don't know where things are located or what they must do to get to a table to dine.

Find out the guest's name and whether or not we have reservation for that party. One way to ask is, "Did you call today?"

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If the party has a reservations, the host/hostess will fill out a guest check, and the party will be seated. If there is a delay and we can't seat a reservation immediately, you should say, "Mr. Jones, we are running a bit behind. We should have your table for you in 5-10 minutes. If you would care to have a seat, we'll come and get you when your table is ready."

We do much of our business in reservations, but walk-in guests are also important to us. Perhaps they didn't realize we accepted reservations, it was a spur of the moment decision to come in or we had filled our reservations and they were willing to come in and wait.

If the party does not have a reservation, get the name of the party and the number of guests. If there is a wait to be seated, convey the waiting time in a positive manner to avoid losing guests unnecessarily: "Mr. Jones, we should be able to seat you in 30-40 minutes." Take down the guest's name and then quote the waiting time. It says to the guests that we will get them in. Direct the party to the bar and explain that we will come get them when their table is ready.

If a party does not want to wait, be sure to hand them a business card and suggest they call for reservations in the future.

Should the occasion arise when a guest cannot be seated right away, take notes to their description or where they are waiting. This will help us find them when they are ready to seat them. Pick distinctive features or items of clothing. Avoid noting shawls or coats because they often get taken off while people are waiting. Your restaurant may have agreed on some common descriptions to use and a "shorthand" notation system. (A note of caution: Guests do see the sheets, so avoid any unflattering terms.)

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If the party can be seated right away, the host/hostess will take the guest check and gather the appropriate number of menus and a wine list.

The host/hostess should greet the party by name and ask them to follow you. "Mr. Jones, I'll take you to your table", or point, "Mr. Jones, right this way please."

As you escort the party to their table, maintain a slow but steady pace. Check to be certain that the guests are keeping up with you. You should be no more than five feet in front of your guests. As you proceed to the table, decide where to walk. Avoid busy area like salad/pick-up area or aisles where the servers are using a tray to serve their guests.

When you reach the table, put out the chairs to make it easier for the guests to be seated. If, for example, you are seating two guests at a table that can seat four, select which chairs to pull out based on the "view". Try to avoid seating a guest so they are looking directly into a side station, the P.O.S. area, etc. This one extra step on your part can prevent unnecessary distractions to the guests as they enjoy their meal.

Once the guests have settled, present each one with a menu. Call their attention to the wine list ("Here is your wine list for the evening," or "Here is our wine list.") and leave it standing on the table near the host.

As you leave say, "Enjoy you dinner," or "have a nice lunch." (Avoid saying, "I hope you have..." it doesn't sound like we know they will!)

When we are ready to seat a waiting party, the lead will give you the guest check and description and/or location of the waiting party. Proceed directly to the cocktail waitress or bartender and inquire if she has a bar check for the "Jones party of 4". If she does not have a bar check for them, approach the party and let them know that their table is ready.

Pick up their drinks by the base of the glass (never by the rim or drinking surface) and place their cocktails on the tray in a new way that you can remember which drink belongs to each person. Be sure to remove the cocktails napkin when placing the drink on the table.

Large parties - To facilitate seating parties of 12 or more, the menu and wine lists can be pre-set. Place the menus on the bread and butter place at each place. Bring a wine list for every six people and stand the wine lists on the table.

Guest with small children - offer to bet booster seats or high chairs.

Guests in Wheelchairs - Remove a chair from the table for the wheelchair. Select a seat that is easy for the wheelchair to get to, but not in an aisle where it may get bumped.

Wrong table or the table is not set - if you get to a table it is already seated, or is not ready, apologize to the guests and escort them back to the front. The host/hostess will assign another table or decide what to do. Do not leave the guests standing in the dinning room.

Guests Refuse The Table - if the guests refuse the table where you were going to seat them, escort them back to the host/hostess area. Explain the problem to the door host/hostess who will decide what to do.

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Answering the telephone is an important part of the job of a host/hostess. Most of our reservations are made over the telephone as well as inquiries that may lead to reservations. How we "sound" to the guests, both the words and our tone, may determine whether or not the guest will come in. When you answer the telephone the guest cannot see your smile - so try to project it as you talk.

When the phone rings, answer it promptly (no more than three rings), with the name of the restaurant: "Kellari!!"

If you need to place a call on hold to complete the caller's request, excuse yourself by saying, "Will you excuse me while I get the reservation book?" (or whatever is appropriate). Wait for the caller to agree and say, "Thank you" and then place the call on hold. We never want our guests to feel cut off.

If you have to leave a call on hold for more than one minute, check back to let the caller know you haven't forgotten about him or her. If you can see that a call has been on hold for a while and you don't know about it, pick up the call and ask if the caller has been helped.

When you return to a call that you have put on hold say, "Thank you for waiting" and continue your conversation.

Occasionally, two lines are ringing at once and no one else can help answer the calls. Answer the first line and allow the caller to state the purpose of the call. Then excuse yourself ("Will you excuse me for a moment?") waiting for the caller's OK and then answer the second line. It is very rude to answer with, Kellari Taverna, hold please."

1. Reservations - see next section of "Reservations"

2. General Inquires:

Personal checks - it is not our company's policy to accept personal checks, however, we do accept travelers checks, Visa Master Charge and American Express.

Menu Prices - In response to "how much do your dinner prices run?" You could say, "Our dinners range; Appetizers from $8.00 to $18.00. and Main Courses from $18.00 to $29.00." If the caller wants detailed information on menu items and prices and you cannot spend the time, then find someone who is available.

Directions - Be able to give directions on how to get the restaurant from all areas.

Dress Codes – Elegant Casual.

3. Calls for Customers - When you receive a call for a guest, try to locate the guest from the reservation sheets.

4. Calls for the Manager - You should always know if the manager is in and who is the manager on duty.

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Reservations are an important part of our business. Our guests like knowing they won't have to wait to be seated. It also helps anticipate the day's business so we can plan accordingly.

Types of Reservations

Current and Future Reservations - Reservations requests for the current meal should go the lead host/hostess. In addition, any changes in current reservations increase in party size, time change, special requests or a cancellation) would also go to the lead. Any other reservations are considered future reservations.

Large Parties - Management approval is needed on all parties over ten (10) (or as otherwise instructed by your restaurant manager). When taking the reservation ask for the person's daytime and evening telephone numbers and home phone numbers for all Saturday reservations. These parties should be contacted either the day before or at the beginning of the meal period to confirm the day, time and number in the party, as well as any special or last minute arrangements.

Holidays - Reservations sheets for holidays will be made up well in advance of each holiday. Specific instructions will be given to you at the time. For holidays we use a "full house reservation system" that differs from our normal plan. On all holiday reservations, request the guest's telephone number. We will call and reconfirm each reservation prior to the holiday.

Banquet Reservation - All banquet inquiries should be referred to a manager. Everyone at the front door should be aware of the manager's schedule. If the manager is not available take a message so the General Manager or manager-on-duty can call back. We never ask the guest to call back at another time.

How to Take Reservations

Basic Information - We need to know the date, time number of guests and the name of the person making the reservation. Print the guest's name and verify the spelling.

The Reservation Book - All reservations should be taken in the reservation book (Open Table System). Always go to Open Table (the book) to record a reservation. Notes jotted on pieces of paper get lost or forgotten - much to our dismay and that of our guests.

When recording a reservation, we will ask you to circle the number on all parties over four. This helps the lead see, at a glance, how many large parties there are. Then he or she can plan where to seat them.

Specific Reservation Requests

Our guest have many specific requests of us when they make a reservation. Our job is to fulfill those requests as best as we can. Your words and tone of voice need to convey a "can do" attitude.

Here are some of the requests you will have:

Specific Times - Take the necessary information and record it in the Open Table System. Then confirm the reservation with the guest, "That's confirmed for Johnson, party of four, tonight (or future: Wednesday, October 15th) at 8:30 p.m. Thank you for calling."

Requests for Specific Time Slot That Is Filled:

1. Suggest another time: "Our reservation list is filled at 7:30, but I can accommodate your party at 7:00 or 8:00."

2. If the guest does not want alternate time - "I'm sorry I cannot offer you a reservation at that time, but we do have a waiting list that is handed on a first-come basis. If you would like to come in we will seat you as soon as possible."

At this point, the guest may ask you how long the wait will be. "On Saturday night the wait varies from 45 minutes to two (2) hours." Set the waiting time in a range. You might also suggest times you know are better to come in.

Booth/Specific table requests - "I've noted your request and we'll do our best."

Request for Specific Server - "I've noted your request for (Server’s name) and we will make every effort to see that you are seated in his/her section." If the request is for a time when the server is not available - "I'm sorry, but (Server’s name) does not come on duty until (Time in). Do you wish a later reservation so you may be seated with him/her?"

Large parties - Obtain management approval on all parties over ten (or as otherwise instructed by your manager).

Repeat back the reservation information as a double-check. Ask the guest for both daytime and evening telephone numbers so the reservation can be confirmed.

When calling to confirm large parties, double-check all details. Then add, "If there is a change in the size of your party or time of arrival, please call us - even at the last minute. Also mention to the guest that reservations are held for fifteen minutes only and parties will not be seated until complete or a majority (greater than 75%) has arrived!

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As you seat guests, be aware of what is going on in the dining room. Keep the host/hostess informed of tables that are set and ready to be seated, as well as those that have broken will soon be re-set.

You may be asked to do a table I.D. (table check) for the lead. This is usually done by going around the dining room and observing the varied stages of dining on each table.

This information helps the host/hostess plan where to seat parties. In addition, it helps the host/hostess determine the waiting time.

Also be aware of your guests in the dining room. If they need some attention, do whatever you can to help keep them happy. It may mean getting the server for them. If a guest makes eye contact, acknowledge the guest immediately, do not ignore this form of communication!

Every so often, after seating a party, pick up the menus from the various stations and return them to the front.

Constantly maintain the appearance makes an impression with our guests. We want that impression to be a positive one. On a regular basis throughout a shift, check the restrooms for supplies and tidiness and notify the bussboys or manager on duty of any problems or issues. Know where the extra supplies are kept and who to tell when your supply gets low.

Guests will sometimes have flowers or a cake delivered to the restaurant prior to the arrival of their party. Mark the item with the name of the party and the table number if you know it. Note on the restaurant sheet what was delivered where it is being stored.

A most important part of an effective front door team is communication. The hosts and hostesses and the manager-on-duty need to work closely together and keep each other informed during a shift. This would include the flow of parties, the length of the wait and any customer complaints or potential problems.

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Acknowledge and thanking departing guests adds a finishing touch to a nice dining experience. We want to convey our appreciation of their patronage and the desire for them to return in the near future.

"Good night. Thank you very much."
"Thank you."
"Good night."
"Kali Nihta"

Whatever words you choose, your thank should be natural and sincere. Select words that are positive, as we assume all went well. "Did you enjoy..." or "Was everyting all right tonight?" Can give the impression we aren't sure they did.

Saying thank you to our guests also gives them an opportunity to comment to us about their experience. Their comments, both positive and negative, are very helpful to us. Make notes on customer comments. Compliments or complains should be brought to the attention of the manager-on-duty so he or she can pass the complaint or praise to the appropriate person(s).

On minor complaints, where the guest is bringing something to our attention, listen, write down the comments, thank the guest for bringing it to our attention and then inform the manager-on-duty.

If the guest has a complaint, problem or is obviously unhappy, get the manager-on-duty to help the guest. We never want a guest to leave the restaurant feeling their problem was not resolved.

If there is an accident and something is spilled on a guest, inform the M.O.D. immediately. The M.O.D. will make the necessary apologies and handle the details for the cleaning of the garment.

It is important that we show our guest we are interested and concerned with the quality of their entire dining experience. We are a restaurant that does things right and we want the guest to know we intend to do things right each and every time.

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At the end of your shift, you will assist with closing duties. This would include cleaning menus, tidying the landing area and refilling supplies. There are other tasks and functions that you will perform and these are listed on the side work schedule.

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