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This article was co-authored by Mimi Perryman and by How.com.vn staff writer, Amy Bobinger. Mimi Perryman is a Bartender and the Owner of Events with LML, an events company based in the Los Angeles Metropolitan Area but serving the full state of California. With over 15 years of experience in the serving industry, she specializes in traveling bartender services and event planning. She earned a BS in Marketing from California State University-Dominguez Hills, is ServSafe & RBS Certified, and carries a bartending license. She also has a Marketing & Graphic Design background and is a member of the American Marketing Association. Events with LML has a 5-star rating on Yelp and is a featured vendor on The Knot.
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This article has been viewed 850,952 times.
As a host, you are the first and last person guests see at a restaurant. Because of this, you must always be alert, attentive and efficient. 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 happy.
Steps
Make sure you have all of the supplies you need before your shift starts. You should have plenty of pens and highlighters, a seating chart, and paper for making notes at your host stand. If there’s anything you need, ask your manager to bring it to you. You should also check to make sure there is plenty of clean silverware available.[1]- Being well-organized is an important part of being a good host or hostess.
Keep track of each section. Make a chart of the table layout and each server’s station. Keep track of how many tables are seated in each section, how many people are in each party, and what time each party arrived. This will help you assign new tables to the servers who have the most open tables.[2]- If your restaurant takes reservations, be sure to factor them in when you’re planning your seating chart!
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Communicate with your servers. You need to know if a server is overwhelmed with just 2 tables or if they can handle another one even if they already have a 6-top. The best way to know what your servers can handle is to talk to them. Remember that you’re all working on the same team![3]- If possible, ask busy servers if they're ready for another table before you seat them. You can also ask servers if they're comfortable handling big groups if you have a large party come in.
Walk the floor to keep track of the tables. Sometimes during a hectic dinner shift, you might lose track of who’s already left. If that’s the case, ask someone to watch your host stand and walk the floor with your seating chart. Look for any tables that are marked as seated but which are actually free. You can also check to see which customers have moved on to dessert, as the server in that section will probably be ready for a new table soon.[4]
Help to clear and set tables when necessary. You probably won’t be expected to bus and set tables as part of your job description, but you should be willing to lend a helping hand when you’re needed. Wipe down tables, put down silverware, and straighten chairs when you’re not busy doing anything else.[5]
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Greet guests with a smile and welcome them to the restaurant. You’re the first chance the restaurant has to make an impression, so make sure you’re aware whenever new guests arrive. Greet guests warmly, addressing them by name if they are repeat customers. Let guests know right away if there will be a wait so they can decide whether they want to make other dinner plans.[6]- Make eye contact. A host can't afford to be shy! Making eye contact shows you value a guest's patronage.[7]
- If you’re busy with another guest when someone arrives, acknowledge the new arrival with a smile or by saying something like “I’ll be right with you!”
- Your goal as a host is to make customers feel welcomed and appreciated—that's why being charismatic and having a positive attitude are so important.
Ask how many people are in the party. Don’t assume that just because 2 people walk in that they will be the only ones in their party. The rest of their group might not have joined them yet. Always ask so you’ll know what size table your guests need.[8]
Ask customers if they have a seating preference. Guests with a larger frame might not be comfortable squeezed into a small booth, and customers who have trouble walking might prefer a seat close to the door so they don’t have to walk as far. Make your best judgement call, but don’t be afraid to ask your customers what type of seating they’d prefer.[9]
Answer the phone promptly. The host of a restaurant is usually the one responsible for answering the phone. Make sure you answer the phone promptly and professionally. State the name of the restaurant, your name, and ask the caller how you can help them. Politely ask if you can put them on hold if you’re busy.[10]
Maintain your composure even if the restaurant gets hectic. When the dinner rush hits, it can be hard to stay calm and composed, but if you get frazzled, the whole restaurant could become disorganized. If you feel stressed, take deep breaths and remember that even the busiest dinner service will be over in a couple of hours.[11]
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Show your guests to their table. Make sure you do not walk faster than your customers. Walk slightly ahead of them, carrying menus and silverware to the table where you want them to sit. Ask if the table is okay before the customers sit down.
Apologize to your customers if they have had to wait long. Most customers expect to wait at least 10 minutes to be seated at a restaurant, especially if they didn’t have a reservation. If your guests have waited much longer than that, offer a sincere apology as you show them to their table. Ask management if it’s okay to comp them a free drink or appetizer (but don’t offer it to the guests until you get permission).
Make sure your guests are seated comfortably. If the restaurant is slow, try to seat guests at a table that’s not directly next to another full table. Of course, if the restaurant is very busy, guests will have to sit near other diners, but try to make sure all of your guests have enough space to be comfortable.[12]
Rotate stations. By seating guests in rotating sections, you’ll help ensure that all of your servers are able to make money for the night. Rotating stations will also help keep servers from becoming overwhelmed by getting several tables at the same time.[13]
Place a menu and silverware for each guest at their place setting. You never want to throw all of the menus down on a table, as this seems rude and dismissive. Instead, carefully lay a menu and silverware at each place setting, and make sure your guests are seated before you leave the table.- Be prepared to get water or other small items for guests. If they request more than that, politely let them know that their server will be right with them.
Speak to guests as they leave. You’re the last person guests will have contact with, so offer a friendly farewell to guests as they walk out the door. This will help them leave feeling like they had a pleasant dining experience.[14]
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Talking with Guests
Community Q&A
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- QuestionAny more tips or tricks for my first day as a hostess?
Community AnswerKeep this in mind: You're the organizer, the herder, and the first and last impression of the restaurant. - QuestionWhat should I do if the restaurant is very busy?Community AnswerFocus, ask for help filling water, and explain to impatient customers that you're doing everything you can to accommodate them. Offer conversation, a free drink at the bar while they wait and be honest. Importantly, don't blame other staff as this reflects badly on you and the restaurant as a whole, often leading to the customer presuming that if the place is poorly run, then the food might not be worth waiting for.
- QuestionWhat is the correct way to ask what they want to drink?
Community Answer"Can I get you all something to drink?" or "Would you like to start off with some drinks this morning/afternoon/evening?"
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Tips
- Guests should always have a clean menu. Wipe down menus before your shift starts and as they are returned to you throughout your shift.Thanks
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Expert Interview
Thanks for reading our article! If you'd like to learn more about being a host or hostess, check out our in-depth interview with Mimi Perryman.
References
- ↑ https://sirvo.com/career/host-hacks-taking-reservations/
- ↑ https://sirvo.com/career/seat-restaurant-sections/
- ↑ https://sirvo.com/career/seat-restaurant-sections/
- ↑ https://sirvo.com/career/seat-restaurant-sections/
- ↑ https://resources.workable.com/host-or-hostess-job-description
- ↑ https://sirvo.com/career/host-hacks-taking-reservations/
- ↑ https://www.webstaurantstore.com/blog/3794/restaurant-host-training.html
- ↑ https://sirvo.com/career/host-hacks-taking-reservations/
- ↑ https://careertrend.com/facts-5600324-restaurant-seating-etiquette-hostess.html
- ↑ https://sirvo.com/career/host-hacks-taking-reservations/
- ↑ https://www.inc.com/clarissa-cruz/what-makes-a-great-restaurant-host.html
- ↑ https://sirvo.com/career/host-hacks-taking-reservations/
- ↑ https://sirvo.com/career/seat-restaurant-sections/
- ↑ https://careertrend.com/facts-5600324-restaurant-seating-etiquette-hostess.html
About This Article
Business Owner & Bartender
This article was co-authored by Mimi Perryman and by How.com.vn staff writer, Amy Bobinger. Mimi Perryman is a Bartender and the Owner of Events with LML, an events company based in the Los Angeles Metropolitan Area but serving the full state of California. With over 15 years of experience in the serving industry, she specializes in traveling bartender services and event planning. She earned a BS in Marketing from California State University-Dominguez Hills, is ServSafe & RBS Certified, and carries a bartending license. She also has a Marketing & Graphic Design background and is a member of the American Marketing Association. Events with LML has a 5-star rating on Yelp and is a featured vendor on The Knot. This article has been viewed 850,952 times.
Co-authors: 62
Updated: June 8, 2023
Views: 850,952
Categories: Hospitality and Tourism Careers
Article SummaryX
To be a great host or hostess in a restaurant, start your shift by making sure you have everything you need in the host stand, like pens, highlighters, paper, and the seating chart. When guests start to arrive, greet them with a smile, welcome them to the restaurant, and ask how many people they have in their party. On busy nights, help to clear and set the tables so you can get waiting guests seated as promptly as possible. Then, show your guests to their table and make sure they're seated comfortably before you return to the host stand. Guests will also appreciate being acknowledged on their way out, so thank them or wish them a good night as they walk past your station. For tips on keeping track of your sections and communicating with the servers, read on!
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"Very helpful, thank you! At my restaurant we don't have bussers, the host busses, seats, and mans the host stand. It's difficult to balance the three on a busy night, but this article helped me understand what efficient bussing is, can't wait to try it!"..." more
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