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Category: Service
The host staff is the first and last impression your guests have of the restaurant.
It is very important that your host staff is genuinely outgoing, with a great personality and can make your guests feel warm and welcome. If all this is not genuine, the guests will see right through this and it will be meaningless.This will make the restaurant feel very inviting and that first impression they make on your guests will be lasting.
They must possess great knowledge of the restaurant and including good menu knowledge. Since part of their job is answering the phone, they will be asked various quests that they must be able to answer. Otherwise, they have to get a manager for every guest question and this will take them away from managing the operation.
It is very important when the guests are leaving that the hosts say good bye, ask them how everything was and tell them to have a wonderful evening.
If the Host staff is in tune with the guests, they help acknowledge any potential unhappy guests and get the manager involved so they do not leave with their negative experience as the last thing on their mind.
Line checks are one of the most important procedures you need to complete when getting ready for a lunch or dinner service. A good line check can prevent a lot of unnecessary headaches during a service.
A proper line check ensures that the food quality is up to specifications, the food is being rotated, and that any portioned items are the proper weight. This is not only important to ensure food quality, but also food cost. When performing a proper line check it is important that you taste, touch, smell and weigh all product.
In order for a proper line check to be done, a good solid check list should be in place for each station. The check list should include a list of every item on the station with proper holding temperatures for each item, a brief flavor profile as well as quality points. The proper size for measuring spoons, spoodles, ladles, scoops, or measuring cups should also be listed. Any other utensils or items needed for shift execution should also be listed, such as tongs, towels, pans, sanitation buckets etc…. The cooks can also use this check list to properly set up their station.
Good solid line check sheets are especially important for newer managers as it greatly reduces the risk of not being properly set up for shift execution.
As simple as this seems, there are very few people that actually get it when it comes to giving great service. What I like to call keep your eyes open and your head on a swivel lets you see a lot. You can read a lot about your guests, and the service your employees are providing simply by scanning the dining room, looking at and reading the guests facial expressions and body language. Is their table clean and free of debris? Are they in need of drink refills? How is the staff doing on pre-bussing? Believe it or not, a majority of your average dining room staff will not make it a priority to keep up with thier tables, or the tables near their section.
This is why it is so important to have good managers running the floor to make sure the staff is staying on top of this, and ensuring they are working as a team. The managers may also have to assist the team with these tasks during heavy volume. It is becoming more and more difficult to find managers that possess these skills and are willing to do this.
I think it really comes down to caring and believing. So many people simply do not care about their job which causes the good staff members to not believe in their teammates and this makes it difficult to create a team atmosphere.
