This role is very important. You’re the first and last person that our guests will see. Also you will decide the speed of rotation and flow of guests in the restaurant. Assisting in maintaining the cleanliness of the restaurant is another important task for our host. Which entails making sure the outside, entrance and lounge area are free of trash, cleaning the windows and door, vacuuming the carpet and dusting throughout the restaurant.
Here are the standard guidelines for hosting:
- When guests enter the building, greet them in a friendly manner. If there are options, ask them if they prefer sitting in our dining area, the bar, a high top in the bar area. If there wasn’t available seating with the Waitlist app enter their name, number and party size. Provide them an estimated wait time by saying “we’re estimating a __ minute wait”.
- Invite them to the Lounge area while they wait. Offer them a bottle of water and cups, also make sure they have menus to check out while waiting. Let them know to approach the bar when ready to order appetizers or drinks.
- Before sitting people, communicate with servers and bartenders to make sure they are ready for them. Follow a rotation when tables on both sections are available.
- Also make sure with bartenders if they have closed up their bar tab before taking them to their table.
- When table, high top or bar spot is ready for guests waiting, take them to their seats, bring them water and make sure you’re delivering clean menus. Use a tray to bring drinks or appetizers that they might have ordered at lounge. Make eye contact and wish them a pleasant meal before leaving. Make small conversation on the short walk to their tables.
- Come back to your station. Repeat.
- Remember to always greet guests with a smile and a welcoming voice.
- Estimating waiting times depends on the speed of rotation of the servers working the shift and the average time guests spend at a table. If possible, update guests that have been waiting past their quoted time of their status that are seated in our waiting area. If you happen to see that drinks are low – offer them another drink, appetizers plates need to be cleared – remove them or they need fresh water – bring them another bottle
- Also being a small restaurant, we can sometimes fit 3 people in a table for two (if it’s 2 adults and a small child) or 5 people at a 4 top table, etc.
- We don’t have high chairs or booster seats. Also, we don’t have a kids menu but can modify food items to their preference. If there are children under 21 in the group, the bar is NOT and option for seating. Add the guests to Waitlist and quote them a time for seating.
- We do not sit incomplete parties or take reservations, our policy is first come first serve. Make sure to communicate this to our guest to prevent any confusion or upset guests. If the group was incomplete, add them to Waitlst and let you know when the party is complete to start planning the arrangement for their tables.
- Let bartenders and servers know when seating guests at their section. Make sure to keep an eye on tables in case there were cards to run or tables to be bussed.
- The bar seats and high tops are not open seating when having a long wait. They also have to follow the waiting list.
- Phone: We can answer phones when slow, but if we get busy your priority is the guest in front of you, then phone needs to be put in the back. You will be in charge of answering phone calls and replying to voice mails.
This is the standard greeting for phone calls: Hello; this is Pepe Osaka’s; (your name) speaking, how may I help you? Inform guests about us not taking reservations, but that they can grab a drink and or appetizer while waiting for table. At the end of the conversation, always finish with a thank you.
- To go orders: During busy shifts, we do not take to go orders, even from seating guests. Always ask the kitchen before ringing in a to go order. To go orders cannot be for more than 10 tacos or for more than 4 people. If there’s a lot of appetizers or Crudo orders, make sure to first ask the Crudo cook. To go orders are rung in under number #3333
- Please communicate with your manager if leaving your station (bathroom break, going outside to take trash out).
- If you believe you’re done, make sure to double check and ask managers if they have any more tasks for you before leaving. If you have any doubts, always ask: we are a team.
|Set up Host Station. Make sure you have enough paper, pens, clean menus|
|Sweep restaurant’s entrance|
|Check that bathrooms are clean and stocked with soap, toilet paper and paper towels|
|Windex windows and glass surfaces|
|Wipe down door|
|Get waters from fridge|
|Know what section corresponds to what server|
|Check all messages on the phone. Reply to voicemails|
|Wipe down menus and checkbooks|
|Take out recycling and trash|
|Close all to go tickets, print out report and complete Tip Log for cooks|
|Check voice mails|
Slow shift tasks
Windex glass and windows
Cut butcher paper for dining area tables and small lounge tables
Wipe down objects in our hallway display
Organize and wipe down host station shelf
Check with bar if any soda restocking should be done