The Brilliant Basics to Exceptional Restaurant Service HTML version

The Brilliant Basics to Exceptional Service
1. Welcoming Guests in the Restaurant
Hostess should be well groomed and be present at all times during working hours at
the entrance of the restaurant. She should acknowledge guests arrival with a bright
smile on her face and pleasant eye contact, while stepping forward towards the guest.
Hostess must greet guests by their names (if available) with a courtesy bow.
Children should be acknowledged and greeted individually by name (if available).
If guest‟s name is not known, hostess should confirm name by asking politely
“You are Mr. or Mrs.…?”
Once the name is known, she should say:
“Welcome to (name of outlet), Mr./s (name of guest)”.
Hostess will escort guests to the table, showing the way to guests with open palm
hand, while walking side by side or at a slight distance in front, by saying: “This way
please, Mr./s (name of guest)”. Hostess must suggest aperitif by saying: “Would you
like to sit at the bar for an aperitif first or would you prefer to go straight to your table,
Mr./s (name of guest)?”
She should follow the guest‟s response and acknowledge by saying: “With pleasure
Mr./s (name of guest), this way please”
Hostess should enquire about guest‟s preferred section of the restaurant, by saying:
“Would you prefer a smoking or a non-smoking section of the restaurant, Mr./s (name
of guest)?”
Hostess must engage in a light conversation tone with the guests while escorting them.
It should be natural and conversational way (not overburdening with excessive
conversation – conversation could be on guests stay, which activities guests have
enjoyed so far, etc.)
Hostess must pull out the chair lightly from the table, and offer them to sit. Disabled
persons should be approached first, women and then men.
Hostess should assist the guests such that they are comfortable and should push the
chair gently forward and ask: “Please Mr./s (name of guest), are you comfortably
For first time guests, in case a child is present, hostess must propose a high chair as
appropriate, and ask: “Would you like me to bring a high chair Mr./s (name of guest)?”
Hostess should unfold napkin on the guest‟s lap, from the right hand side, ladies first
then gentlemen, with a smile and eye contact.
-A Fine Dining Service Guide