Host/Hostess Training Manual - Wurst Haus
Host/Hostess Training ManualWurst Haus German Deli & Restaurant15/01/05
Host/Hostess Training ManualTable of ContentsINTRODUCTION .3HOST/HOSTESS FUNCTION AND RESPONSIBILITIES .4General Host Information.5The Greeting.6The Waiting List.7Telephone Procedures .9PERSONAL APPEARANCE .11Dress Code .11THE GUEST .13Service.15Reservations .20Waiting List Calls.20Customer Complaints .20Diplomacy and Tact .21Bidding Farewell .22ALCOHOL AWARENESS.23MENU KNOWLEDGE .25METHODS OF PAYMENT .27Credit Cards .27Checks .27PERFORMANCE STANDARDS .28Points of Difference .30Front of the House Behavior .31Eating or Drinking.32After Shift Behavior .32Opening, Running, Closing Duties.32ADDITIONAL HOST/HOSTESS INFORMATION .33PAGING SYSTEM .33PROMOTIONS .33Wurst Haus German Deli & Restaurant15/01/05
Host/Hostess Training ManualLOST AND FOUND.34TIPPING .34CONCLUSION .35Wurst Haus German Deli & Restaurant28/25/2006
Host/Hostess Training ManualIntroductionCongratulations on your employment as a host/hostess at the Wurst Haus German Deli &Restaurant! We will provide you with the training you need to be successful. As ahost/hostess you’ll be an important part of each guest’s experience in our restaurant. Wetake great pride in our quality food and friendly, responsive service. Our high standardscan only be maintained through great people like you who share our values and desire todo the very best job possible for our guests every day.The guidelines listed on the following pages have been established to help you in youreffort to provide these qualities to our guests. Along with the hands-on training you willreceive, this manual will provide answers to questions you may have regarding theoperating procedures for the Wurst Haus German Deli & Restaurant.The Wurst Haus German Deli & Restaurant's mission is to enrich the lives of our guests,our employees and owners. We do this through superior quality food and beverages,legendary customer service, sales growth, cost controls and treating our employees likefamily. We believe that our employees are our most important resource and our successdepends upon creating and retaining a staff capable of delivering an exceptional diningexperience to every customer, everytime. Our Mission statement simply put!C.A.R.E.S. Customers are our focusAttitude affects everythingRespect others-have funEarn profits for everyoneService is EVERYTHING!Once again, welcome to the Wurst Haus German Deli & Restaurant Team!Wurst Haus German Deli & Restaurant38/25/2006
Host/Hostess Training ManualHost/Hostess Functions & ResponsibilitiesWelcome! You are now part of a TEAM dedicated to providing thevery finest in dining and courteous service to every customer whowalks through the doors. Hospitality is our keynote and "You CanMake A Difference" is our key phrase: both are essential to ourcontinued success.As the Host/Hostess of the "party," you must make the guest feelwelcome. You should provide a cheery greeting, a compliment, andrecognize regular customers by name. You should make each and everyguest feel "special." It is up to you to turn our guests on, and make themfeel at ease and welcome. A guest may have had a hard day at theoffice, and now wants to relax; a guest may be celebrating a specialoccasion; a guest may be lonely, and want to meet people. Whateverthe reason, you are the host, a salesperson, a crazy person with theanswers to any and all questions and needs.You are the life of your party: You must keep your energy level andenthusiasm up, entertain your guests, and make your service special.The excitement of the aroma, the decor, the music, and the lighting arestimulated by your dynamic personality and service.You are the first person a customer sees; so greet the customer with asmile. The customer's first impression of our Restaurant is you. Allincoming guests must receive a friendly, sincere greeting.As the Host/Hostess, you are also the last person the guest will come incontact with. When the customer leaves, the door should be opened,the customer thanked, and invited to return. Provide the guest with agood last impression of our Restaurant.Our Hosts/Hostesses are successful because of TEAMWORK. In orderfor a team to function effectively, it must be guided by certain basicprinciples. The information, instructions, and philosophies in thismanual are the basic principles to which you will be expected to adhereto.Remember, you set the mood for the guest. The smiles you put onpeople's faces through your dealings with them -- whether answeringWurst Haus German Deli & Restaurant48/25/2006
Host/Hostess Training Manualthe phone, greeting, saying goodnight, or answering questions -- can"MAKE A DIFFERENCE."General Host Information In the evening, bid your guests, good night. Whenever possible, open the front door for guests as the enterand leave. There should always be someone at the front door. If you mustleave for a minute, have someone cover for you. Consistently check the ladies and mens rooms (approximatelyevery 15 minutes), looking for trash, clean mirrors, and toiletpaper stock. Keep Host stand clean. No employees are to receive phone calls. If caller says it is anemergency, find a Manager. When you are in the foyer looking for people, do not carryyour description or wait list. All the customers en route willstop you and ask you where they are on the list. Read thedescription, then go find the customer. Your appearance and attitude is important. Customers watchthe operation you perform, so do not look disorganized or mad.If you are having a problem, ask the Manager to help you. Always address the customer first. If you are completing aseating “transaction,” let the customer know you will be rightwith him/her. If you are going over your estimated times, immediately informthe Managers so that the wait staff can be alerted. When talking on the phone, always smile, it will make you feelgood!Wurst Haus German Deli & Restaurant58/25/2006
Host/Hostess Training ManualThe GreetingYour greeting is the guest's first impression of the Restaurant.Remember, neither you, nor the Restaurant, get a second chance tomake a good first impression. Greet guests, whenever possible, within 30 seconds upon theirentry to the Restaurant: i.e., "I'll be right with you," and usetheir names whenever possible. Do not use the Host stand as a shield to stand behind. Stand up front, do not make the guest approach you. You mustmake the first move in welcoming your new guests. Make every guest feel wanted and appreciated the minute theyset foot into our front door. Your greeting should be changed to what feels comfortable toyou. Do not be repetitious by using the same greeting every time. When greeting, the doorman will shake hands and complimentour guests. Be careful not to let the friends you make take up too much ofyour time. It is of great importance, and a business value, that each guestreceives a special greeting.Wurst Haus German Deli & Restaurant68/25/2006
Host/Hostess Training ManualWaiting ListsWaits are difficult to determine because every day in the restaurantbusiness is different. Sometimes tables sit forever. There may be a lotof special gatherings: birthday’s, anniversaries, or people may sit anddiscuss business. Other days, the tables will turn very fast. So, how doyou determine what the wait time is? The answer is not easy; therefore,always ask a Manager. Remember, the wait for tables of two and fourare different than for large parties (five or more). If there is a waitinglist, "sell" the wait rather than "challenge" a guest.WRONG:TRANSLATION:"Four for dinner? There is atwenty-minute wait!”"Your move."RIGHT:TRANSLATION:Welcome to the Wurst HausGerman Deli & Restaurant. Howare you this evening? How manyin your party? May I please haveyour name. There is a shorttwenty-minute wait, but if youwould like to have a seat in thelounge, I'll come get you theminute your table is ready, Mr.Reynolds. We can set you up withsome of our crispy fried schnitzelstrips or an ice cold beer, theBeck’s Dark is one of myfavorites!""I know you hate to wait, butI'll do everything I can to makethat wait as short as possible. Iam happy you are here!"Wurst Haus German Deli & Restaurant78/25/2006
Host/Hostess Training ManualWhen you are ready to seat a customer, use the guest's name: i.e., "Mr.Jones, your table is ready!" or "Enjoy your lunch, Ms. Smith." Alwaystry to carry your guests' drinks to the table, and hang up their coats, andpull out their chairs. When seating a guest, inform them of our dailyspecials, and make suggestions: i.e., “Our tender aged Steaks are trimeddaily and served with sauteed mushrooms“. Don't forget to save roomfor dessert, the Black Forest Cherry Cake is wonderful, and satisfiesany sweet tooth."Starting a Waiting List Customer Name Number in Party Time Checked In Time Quoted DescriptionWriting a Good Description Women are usually easier to describe than men, so go for them. Don't describe something they can take off: i.e., sweater, coat,etc. Use abbreviations to speed up the process: L Lady, M Man,PtSt Pant Suit. A good description need not be lengthy to be accurate.Estimated waits are increased by five (5) minute intervals. Waits shouldbe updated continuously. Take into consideration the number of nameson the wait list and the times seated on the floor plan.Wurst Haus German Deli & Restaurant88/25/2006
Host/Hostess Training ManualSeating/Seating RotationAt the beginning of each shift, you will receive a floor plan withdesignated stations for the servers. Remember, seat two-tops withparties of two, before using four-tops for them. Seat four-tops at tables,and parties of five or more putting tables together. Try to rotate fromone station to the next whenever possible: i.e., station one, then two,three, etc. Try not to double seat a station unless the customer requestsa particular table. Once you leave the Host stand to seat a party, becertain to post the time seated on that table on your floor plan. Asbusiness slows down, stations may close, and the floor plan willchange. A Manager -- and Manager only -- can close stations andchange the floor plan.Telephone Procedures Each time we answer the phone, we are selling the Restaurantto a potential customer. Answering the telephone is theresponsibility of the host/hostess and Deli during operatinghours; however, be aware when the phone is ringing and makesure it is answered after a maximum of two rings. The callshould then be transferred to the managers, if necessary. All reservation and party bookings will be transferred to themanager on duty. Waiting-list inquiries will be transferred to the host stand. Answer the phone with a bright, cheerful, upbeat greeting,which creates interest and excitement. Use your imagination,but always be courteous and helpful. The phone should alwaysbe answered by the second ring.Wurst Haus German Deli & Restaurant98/25/2006
Host/Hostess Training ManualExample of how to answer the telephone:"Good afternoon/evening, thank you for calling the Wurst HausGerman Deli & Restaurant; this is , may I help you?"You will have a general information fact sheet with hours of operation,menu price scale, directions to the Wurst Haus German Deli &Restaurant from different areas, specials, etc.We will not allow employees to make or receive telephone calls, unlessthere is an emergency. If there is an emergency, get a Manager rightaway. Off-duty employees are not allowed to use the house phones atthe hostess stand.Wurst Haus German Deli & Restaurant108/25/2006
Host/Hostess Training ManualPersonal AppearanceYour overall image is our image. You make a distinct impression oneach of our guests. The image you create can enhance or detract fromour overall concept and the way our Restaurant is perceived in theminds of the guest. You are entrusted with handling our guests' needsand must, therefore, reflect cleanliness and wholesomeness at all times.Always remember . . . You are responsible for keeping your clothing neat and clean atall times. There is no excuse for reporting to work out of dresscode. Do not wear scented lotion on your hands, as it clings toglassware. A smile is part of our dress code. At no time will employees chew gum or eat while in the publicareas of our store. Do not report to work with un-pressed or dirty clothing, or unkept hair.Dress CodeWhen you walk through the front door of the Restaurant, "YOU AREON.” You will be informed of the dress requirements when you startwith us. Your designated attire also includes a CONTAGIOUS,ENTHUSIASTIC ATTITUDE. You are required to enter the buildingfor your shift in FULL ATTIRE. You are also required, when you leavethe building, to be in FULL ATTIRE.Your dress attire also includes the following, without exception: At least two pens SmileWurst Haus German Deli & Restaurant118/25/2006
Host/Hostess Training ManualGuest Dress CodeThe Wurst Haus German Deli & Restaurant is a upper casualrestaurant, that requires casual attire. NOTE: Attire must bechecked as guests enter the front door, NOT after they havealready waited for awhile in the bar. If you are ever in question, orif any problems concerning dress code occur, get a Managerimmediately.Wurst Haus German Deli & Restaurant128/25/2006
Host/Hostess Training ManualThe GuestNever underestimate the importance of a guest!!! A guest is not dependent upon us -- we are dependent uponhim (or her). A guest is NEVER an interruption of our work - he is thepurpose of it. A guest does us a favor when he comes here -- we are notdoing him a favor by serving him. A guest is part of our business -- not an outsider. A guest is not a cold statistic -- he is a flesh and bloodhuman being with feelings and emotions, like our own. A guest is a person who brings us his wants -- it is our jobto fill those wants. A guest is deserving of the most courteous and attentivetreatment we can give him. A guest is the lifeblood of the Wurst Haus German Deli &Restaurant.You Must Be Able To Serve Many Different Types Of GuestsTo make appropriate selling suggestions, and give good service, it ishelpful to recognize and know how to handle all types of guests. ForexampleGenuine interest and patientunderstanding will put this type of guestat ease. Even a comment on the weathercan make him feel at home.The Timid Guest:Wurst Haus German Deli & Restaurant138/25/2006
Host/Hostess Training ManualThe Aggressive Guest:This type must be handled in acourteous and businesslike manner.Kindness and politeness can oftenchange him into a steady andappreciative customer.The Fussy Guest:This is one of the hardest guests toplease. Try to stay one step ahead ofhim by learning the things that irritatehim. Be sure to have everything justright, before serving the fussy guest.Remember all of the little things thefussy guest especially likes, even whenthey may seem peculiar to the averageperson.The Over-Familiar Guest:Be courteous, dignified, and avoid longconversations. Stay away from the table,except when actual service is needed.Never try to give a wise crack answer toa smart remark. You will only cheapenyourself and lower yourself to the samelevel as the rudeness of the guest.The Guest who is Alone:Don't call attention by asking if he isalone. Seat him where he can see whatis going on. The guest may be lonelyand want someone to talk to. Befriendly, but don't neglect other guests.With nobody to talk to, time seems long,so serve as quickly as possible. Thiscould be your most critical guest.The Noisy Trouble-maker:Don't be drawn into arguments. Speaksoftly. Don't antagonize. Refuse toparticipate in criticism of management,the establishment, or other personnel.The Blind Guest:Seat blind people with a dog so that theWurst Haus German Deli & Restaurant148/25/2006
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Host/Hostess Training Manual Wurst Haus German Deli & Restaurant 6 8/25/2006 The Greeting Your greeting is the guest's first impression of the Restaurant. Remember, neither you, nor the Restaurant, get a second chance to make a good first impression. Greet guests, whenever possible, within 30 seconds upon their entry to the Restaurant: i.e.,
Prep Cook Training Manual Wurst Haus German Deli & Restaurant 2 5/28/2005 Introduction Congratulations on your employment as a Prep Cook at the Wurst Haus German Deli and Restaurant! We will provide you with the training you need to be successful. As a Prep Cook you'll be an important part of every meal we serve and each guest's experience in
Hosts Your cluster's hosts perform different functions. Master host: An LSF server host that acts as the overall coordinator for the cluster, doing all job scheduling and dispatch. Server host: A host that submits and executes jobs. Client host: A host that only submits jobs and tasks. Execution host: A host that executes jobs and tasks. Submission host: A host from which .
Server Training Manual Wurst Haus German Deli & Restaurant 7 5/01/2005 No server is to change his or her station or pick up extra tables without the consent of the manager on duty. Tips are not included: except for parties of 8 or more, and only with the manager's consent (15%).
JOB ROLE: SHOWROOM HOSTESS REFERENCE ID: ASC/Q1103 Showroom Hostess is also known as a nulla lobortis front office executive, showroom co-ordinator and showroom receptionist and greeter. Brief Job Description: A Showroom Hostess is responsible for handling the front office work. The ind
2 Host and Hostess Duties: Read and give a copy to your host/ hostess couple to inform them of and help them perform their duties. Wedding Coordinator Responsibilities: Read to learn what you can expect from your Wedding Coordinator. Please contact your wedding coordinator for specific questions you may have
Step4 ChooseAdminstrator@vra_name Library vRealize Automation Configuration Add the IaaS host of a vRA host. Step5 Right-clickAdd the IaaS host of a vRA host andchooseStart Workflow. Step6 IntheStart Workflow: Add the IaaS host of a vRA host dialogbox,performthefollowingactions: a) InthevRA host field,enteryourvRealizeHandle. b) ClickNext.
104 Host Agency Roles and Responsibilities . A. Criteria for Host Agencies . B. Host Agency Safety and Other Monitoring . C. Documentation of Host Agency Safety and Other Monitoring Is Required . D. Host Agency Prohibited from Determining Eligibility or Terminating Participants . E. Host Agency Prohibited from Paying Participant's Workers .
5 SUGGESTED READINGS Smith, G.M. 1971. Cryptogamic Botny. Vol.I Algae & Fungi. Tata McGraw Hill Publishing Co., New Delhi. Sharma, O.P. 1992.
