HOST / HOSTESS

Training Manual
Month / Year
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Table of Contents
Host Training ................................................................................................................................... 1
Host Job Description ....................................................................................................................... 2
Hospitality & Service Standards ...................................................................................................... 3
General Job Guidelines And Responsibilities .............................................................................. 5
Providing Exceptional Hospitality ................................................................................................... 9
Host Roles ..................................................................................................................................... 11
First & Last Impressions ................................................................................................................ 12
Greeting, Seating, and Serving the Guest ..................................................................................... 14
Steps to Greeting the Guest...................................................................................................... 14
Steps to Seating the Guest ........................................................................................................ 16
Rotating Guest Seating ............................................................................................................. 19
Handling Types of Guests.......................................................................................................... 20
Menu Presentation ....................................................................................................................... 22
Phone Procedures ......................................................................................................................... 23
Reservation Procedures ................................................................................................................ 24
To-Go Service Procedures ............................................................................................................. 26
Preventing Guest Complaints ....................................................................................................... 29
Handling Guest Complaints ...................................................................................................... 30
Sidework Duties ............................................................................................................................ 31
End of Shift/Checkout Procedures ................................................................................................ 33
In Summary ................................................................................................................................... 34
Host Training
We welcome you to Rebar Kitchen & Taproom. As a Host, you are responsible for creating a positive
first impression and making every guest feel welcome, special and appreciated. You can accomplish
this by meeting and exceeding your guest’s expectations.
We take great pride in our quality food and friendly, responsive service. We will provide you with the
training you need to be successful. Our high standards can only be maintained through great people
like you who share our values and desire to do the very best job possible for our guests every day.
The guidelines listed on the following pages will help you in your effort to provide these qualities to
our guests. Along with the hands-on training you will receive, this manual will provide answers to
questions you may have regarding your tasks, responsibilities, and operating procedures for Rebar
Kitchen & Taproom. Once again, welcome to the Rebar Kitchen & Taproom Team!
Below you will find the Host topics covered in this guide.
1. Host Job Description
2. Hospitality & Service Standards
3. Providing Exceptional Service
4. Host Roles
5. First & Last Impressions
6. Greeting, Seating, and Serving the Guest
7. Menu Presentation
8. Phone Procedures
9. Reservation Procedures
10. To-Go Service Procedures
11. Preventing Guest Complaints
12. Performing Sidework Duties
13. End of Shift/Check Out Procedures

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Host Job Description
Job Summary
As a Host, you will greet guests as they enter the restaurant in a courteous, friendly and helpful
manner. Take reservations or put guests on wait lists. Provide menus and shows guests to their seats.
May take phone orders and assist with bussing and resetting tables. Bid Guests farewell, ensuring we
exceeded their expectations.

Job Standards
◼ Follow all policies and procedures as outlines by the company.
◼ Maintain a positive attendance record by reporting to work for assigned shifts at the scheduled
time.
◼ Follow all sanitation and safety standards set forth by the company.
◼ Meet all uniform, appearance, and grooming standards as specified by the company.
◼ Maintain guest service philosophy by following guest service standards.
◼ Know menu items offered at the restaurant and be able to explain specials to guests.
◼ Maintain a waitlist on TOAST when immediate seating is limited and seat guests within 3 minutes
of the quoted wait time.
◼ Accommodate special seating requests for guests whenever possible.
◼ Communicate reservations for large parties to management and kitchen staff to ensure readiness.
◼ Conduct a first greet with guests within 30 seconds of guests entering the restaurant.
◼ Understand table numbering procedures and rotate tables properly through server sections.
◼ Upon seating, offers guests menus and inform them of their server names.
◼ Bid guests farewell upon departing, ensuring their satisfaction and inviting them to return.
◼ Perform assigned sidework duties satisfactorily.
◼ Follow all end-of-shift checkout procedures as outlined by the company.
◼ Maintain a good team environment by assisting other team members with their station duties
and sidework when there is a need and/or when available.

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 Job Requirements
◼ Must be able to read and communicate in English clearly and effectively.
◼ Must be able to lift up to 20 pounds repeatedly throughout shift.
◼ Must demonstrate enthusiasm and commitment to guest satisfaction.
◼ Must possess manual ability to manipulate the register system and handle/serve food.
◼ Must have a valid health card or equivalent.

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Hospitality & Service Standards
The Host Team’s goal is to make guests feel instantly welcome and acknowledged when they walk
through our doors. To ensure our guests have a memorable visit, we must deliver exceptional service
and memorable hospitality.

Hospitality Service
(Emotional Aspect of Guest Experience) (Technical Aspect of Guest Experience)

It’s how you make guests feel It’s what you do for the guest

You are the first person a guest sees; so, greet them with a
genuine, welcoming smile, eye contact and positive confident
body language. The guest's first impression of our Restaurant is
you. All incoming guests must receive a friendly, sincere greeting.

As the Host/Hostess, you are also the last person the guest will
come in contact with. When the guest leaves, the door should
be opened, the guest thanked, and invited to return. Provide the
guest with a positive last impression of Rebar Kitchen &
Taproom.

Our Hosts are successful because of TEAMWORK. In order for a

team to function effectively, it must be guided by certain basic
principles. You are expected to adhere to the information,
instructions, and philosophies in this manual.

Remember, you set the tone

There's nothing more impactful than
an authentic, genuine smile! For for the ultimate guest experience. The smiles you put on people's
more info, watch : faces through your dealings with them -- whether answering the
The Power of Your Smile phone, greeting, saying goodnight, or answering questions -- can
"MAKE A DIFFERENCE."
Training Video at RO.com. See your
manager for details.-

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General Job Guidelines And Responsibilities
◼ Welcoming incoming guests in a friendly manner is your top priority. Whenever possible, open
the front door for guests as they enter and leave.
◼ When speaking with a guest, always look the guest directly in the eyes, and stand erect. Never
lean on the host stand or table.
◼ There should always be someone at the front door. If you must leave for a minute, have someone
cover for you.
◼ Always address the guests in front of you first. If you are completing a seating “transaction,” or
answering the phone, let the guests know you will be right with them.
◼ Your appearance and attitude are critically important. Guests watch the operation you perform,
so do not look disorganized or angry. If you are having a problem, ask the Manager to help you.
◼ Know the daily floor plans, sections and the servers working these sections. This will be
important to know so you can inform servers when their section has been seated.
◼ Consistently maintain the ladies’ and men’s rooms (approximately every 15 minutes), check for
trash, clean mirrors, and replenish hand towels and toilet paper stock when needed.
◼ When talking on the phone, always smile, it will make you feel good, and the caller can hear the
smile in your voice!
◼ Keep Host stand and menus clean, sanitized and organized.
◼ No employees are to receive phone calls. If caller says it is an emergency, find a Manager.
◼ When you are in the foyer or bar looking for people, do not carry your description or wait list.
Read the description, then go find the guest. Sometimes, the guests enroute will stop you and ask
you where they are on the list.
◼ If you are going over your estimated times, immediately inform the Managers so that the wait
staff can be alerted.
◼ Never handle a glass by the rim with your hand over the drinking surface.
◼ Never handle silverware with your hand over the eating surface.
◼ When handling plates or food, never let your hand touch the eating surface or the food.
◼ Help your guests as much as possible. Be aware of the city's favored bars and dance places, know
what movies are showing nearby.

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 ◼ Know your schedule.
◼ Know what time to be here for each shift.
◼ Know what the daily specials are and what
they cost.
◼ Know the history of the restaurant.
◼ Know the managers.
◼ Avoid any long conversations at any
particular table. This will only keep you away
from the front door.
◼ Clear your mind of everything except work when you walk in the door. Guests can tell when their
host is not totally mentally present with them, and it has a negative impact on the guests'
experience.
◼ If you get behind, ask for assistance. You'll never get in trouble for asking.
◼ Keep yourself geared up so that you are ready for any rush. We get most of our complaints during
the Restaurant's slow period.
◼ Always ENTER the kitchen keeping to the right. Always walk quickly, but never run. This will
prevent serious accidents and extra work for everyone.
◼ If you learn an order is delayed in the kitchen, inform the manager. The manager will go to the
table and explain the situation as well. Get your stories straight. Never hide from guests.
◼ Learn to use your time wisely. Consolidate your trips. Scan the dining room for open tables as you
are seating guests. This is the secret to running volume and making more money.
◼ If an entire section clears at one time, pace seating so the server can provide excellent service or
ask for help. Think ahead.
◼ You won't believe how patient people will be if they just see you. Don't hide from your guests.
Never spend more than two minutes away from your station.
◼ Anytime you serve on a guest, put yourself in their place and ask yourself if you would be happy
with the job you did at that table.

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◼ If one person asks for something at a table, make sure you ask
everyone at the table if they too would like that item. Inform
their server immediately.
◼ When pouring tea or water, never handle the rim of the glass
and always take the glass off the table and pour in the aisle.
◼ Whenever you are reaching across someone or serving in front
of someone, excuse yourself.
◼ NEVER SIT DOWN WITH A GUEST or friend while on duty, even if
they ask you to.
◼ The most neglected guest in the restaurant is the late guest.
Restaurants are noted for hurrying along late-coming guests.
People who come in the last few minutes of the evening are
usually the best tippers. They don't care how busy it was or how
tired you are. They are here to enjoy themselves. We are not
rushing them, but we must get their order because the kitchen
is closing. They may sit there and enjoy their meal as long as
they wish. Treat them as though they are the first guests of the
evening.
◼ If you must use the restroom during the shift, ask someone if they will please watch your station
while you are gone, and inform a manager so that they are not looking for you.
◼ Unauthorized persons are not allowed in the kitchen. If one appears, politely but firmly escort
them out and get the manager, or whomever it was they wanted to speak to.
◼ 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%).]
◼ No eating or drinking in front of the house during operating hours. No gum chewing or smoking
EVER.
◼ Never attempt to adjust the lights or thermostats in the Restaurant. If there is a problem, get a
manager.
◼ A sales station can only be opened or closed by a manager. NO EXCEPTIONS.

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◼ Never walk away from a table without acknowledging its requests.

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Providing Exceptional Hospitality
The level of service provided at a restaurant is what separates the good from the bad, to the
Exceptional! We want all our team members to make each guest’s experience memorable. The
following are ways to provide exceptional service as a Host.

When acknowledging and greeting the guest…

You only have one chance to make a first impression.
There is a big difference between
◼ Be polite and give a genuine greeting. service and hospitality! To discover
more, watch :
◼ Make each guest feel like you care about him or her. Never use
Service Vs. Hospitality
greetings like “How many in your party?” Ask that after you’ve
made them feel welcome and appreciated. Training Video at RO.com. See
your manager for details.-
◼ If it is a repeat guest, use his or her name, and ask if he or she
would like the same table as before. Show the guest that you
remember and appreciate his or her return.

When showing a guest to a table…

◼ Set tables for larger parties, bring out highchair or booster seats for children and ensure the table
is completely ready before you seat the guests.
◼ Pace yourself with the guests’ gait. Allow the guest time to walk to the table and read special
boards. Do not rush the guest.
◼ Fill water glasses and offer to take drink orders.
◼ Look for service opportunities. For example, notice if the guest has stopped looking at the menu
and the server is not around. Ask if they have any menu questions and let them know their server
will be right with them.

..When using the waitlist…

◼ Take names following our waitlist standard and call people in the order they arrive.
◼ If someone does not respond after calling them the second time, call for the next party on the list.
◼ Give waiting guests accurate wait times within 5-10 minutes of your estimate.
◼ Be considerate to the guest by letting him or her know if the time needs to be extended for some
reason and offer a beverage.
◼ When there is a wait, “sell” the wait rather than “challenge” a guest.

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 Sell the Wait… Translation…
“Welcome! May I have the number of guests in
your party?” (guest response)
“There is a 10-15 minute wait. Would you like me
to add you to the waitlist?” (guest response) “I know waiting isn’t fun, but I’ll do
“Wonderful. May I have a name for the party?” everything I can to make that wait as
(guest response) short and enjoyable as possible. I am
happy you are here!”
“Thank you so much Mr./Mrs. _______. If you
would like, you are more than welcome to enjoy a
drink at the bar. I’ll come get you as soon as your
table is ready.”

Avoid… Translation…

“Your move – are you sure you want

to wait? Your call, because we’re too
“Four for dinner? There is a 15-minute wait!” busy!” You are treating them as and
inconvenience and less than
accommodating.

Make sure to follow up and…

◼ Be available in the dining room for any questions by the guest.
◼ Offer to take empty dishes and glasses away from the table.
◼ Don’t wait for the guest to say there is a problem with the order. Look for possible signs of
dissatisfaction and inquire about the meal and experience.

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Host Roles
When our restaurant is operating at capacity, several Host/Hostesses will be scheduled to work. In
this case, responsibilities are divided into three roles: Greeter, Seater, and Seating Coordinator.

◼ The Greeter is responsible for welcoming guests, learning about their needs and directing them to
the Seating Coordinator to confirm their reservations and to be seated. The Greeter also provides
a fond farewell to departing guests, affirming an excellent experience.
◼ The Seater escorts parties to their tables and assures their comfort. Seaters also monitor the
dining room for open tables, resetting status. and prepare tables for arriving parties. The Seater
communicates closely with the Seating Coordinator and reports the status of open tables and
anticipated open tables.
◼ The Seating Coordinator maintains the speed, flow, and efficiency of seating the guests to
minimize the time between when a guest leaves the table and when a new guest is seated at the
table while properly pacing the restaurant. The Seating Coordinator maintains the floorplan,
communicates to guests when their table is ready, and introduces them to the Seater to be
escorted. The Seating Coordinator also maintains the waitlist, communicates closely with Seaters
and Greeters, and frequently is the person responsible for answering the phone.
The following are examples of how the responsibilities may be divided:

◼ 3 or more Hosts—One Greeter, one Seating Coordinator, multiple Seaters.

◼ 2 Hosts— Seating Coordinator maintains
the floorplan, welcomes guests and bids
them farewell. Both the Seating
Coordinator and the Seater will open
doors for guests when possible.
◼ 1 Host—Assumes all responsibilities.
As the guest flow declines or during certain
shifts the host stand may operate with less
than three hosts. The key is that no matter
how many Hosts are working, we must
provide exceptional hospitality and service.

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First & Last Impressions
First Impressions How you present yourself is how
people first view you.

“First impressions are lasting impressions.” “What are you showcasing?”

We have all heard this saying before and it’s true! Research shows that when we meet someone new,
the other person forms a first impression of us in just 5-7 seconds. The information collected those
first few precious seconds of a conversation - from your facial expressions to way you dress, the tone
of your voice, eye contact, and body language - have a profound effect on how other people will
initially perceive you.
You are the first face a guest sees when they walk in & the first voice they hear over the phone. You
are the “First Impression” of our restaurant. You have a significant amount of influence on how
guests enjoy their dining experience and if they decide to return. Never underestimate the
importance of your position and the power of the first impression.

Last Impressions
Last impressions are just as important and critical as first
impressions. How guests feel leaving Rebar Kitchen &
Taproom affects how they will view their entire dining
experience. We want guests to leave feeling just as
welcomed and appreciated as they did when they first
walked through our front door.
Guests remember the beginning and end of their experience more vividly than everything that
happens in the middle. Research call this the primacy effect and the recency effect. That means you
have a huge impact in how guests feel about our restaurant. The way we treat guests at the front
impacts if guests will return and bring their friends or family. Make sure guests feel just as special and
appreciated when they leave as when they were greeted. How guests feel leaving our restaurant can
impact how they view their entire experience!

“How guests feel leaving our restaurant

affects how they will view their entire
dining experience.”

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 The Importance of Body Language
Communication occurs through both verbal and nonverbal means. Let’s take a minute to focus on
nonverbal behaviors such as appearance, body language, vocal tone, etc. Guests are constantly
interpreting our nonverbal cues. What happens when we audibly say, “Hi. Welcome to (Restaurant)”
to guests with a fake smile and our eyes focused on the iPad in front of us? Guests will interpret our
greeting as insincere and may even think we are distracted because our body language was not in
alignment with our verbal message.
If our nonverbal clues do not align with our verbal message, guests are more likely to believe the
nonverbal clues. Here are a few pointers to make sure your body language leaves guests with a
positive impression of you and our restaurant.

Do’s Don’ts

NEVER put your back to the front door

Smile & make eye contact
Slouch
Stand straight
Lean on the desk or wall
Face guests (feet pointed towards guest
when speaking) Cross your arms
Stand shoulder-to-shoulder with coworkers Frown or look impatient
(backs always faced away from guests) Cross your feet
Let guests have the right of way Huddle with coworkers (aka, not paying
10/4 Rule: attention to guest)
 Acknowledge guests within 10 ft by
smiling and making eye contact
 Verbally acknowledge guests within 4 ft
How to Instantly Connect
with Your Guests and
Make Memorable First
Impressions
Learn more at RO.com. See your
manager for details.-

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Greeting, Seating, and Serving the Guest
The first impression you set with the guest lasts through the entire dining experience, so make sure
you make a good one. It is important that your greeting is genuine and welcoming.

Steps to Greeting the Guest

Welcome Guests to the Restaurant

◼ Open the door, smile, make eye contact, and say, “Hello! Welcome to Rebar Kitchen & Taproom.
Have you ever been here before?” If not, express our appreciation for choosing our restaurant.
◼ Make a personal recommendation (special drink, popular menu item).

When Selecting a Table

◼ Determine guests’ needs quickly.
◼ Ask the guest’s preference with regard to table location when the dining room is not too
crowded. “Do you have a preference for sitting on the patio or in the dining room?”
◼ Always know where the next three parties will be seated.
◼ Confirm the number of guests in each group and seat the group at a suitable table.
◼ Never say “Just one” to the single dining guest.
◼ Always seat in rotation whenever possible.
◼ Never seat a guest unless the table is ready to go.
◼ Seat guests with limited mobility where they will be most comfortable, or close to the door.
◼ Inform the manager whenever a server is “double or triple sat” so the manager may be available
to assist the server as needed.
◼ Never tell a guest a section is closed. If he or she requests a table in a closed station, seat the
guest immediately and ask a server to pick it up.

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 When Using a Waitlist
◼ Inform the guest that there is a short
wait and reassure the guest that he
or she will be seated as quickly as
◼ Ask and record all the necessary
information on the waitlist: Name,
number of guests, arrival time, any
seating preferences (mobile phone
number if you use a paging system),
and the quoted wait time.
◼ Quote an accurate time. A general
formula to calculate the wait:
multiply the number of names on the wait list by 2 minutes and add 5-10 minutes cushion to
determine the wait time range. For example, if you have 5 parties X 2 = 10 + 5-10 minutes
cushion, the wait time is 15-20 minutes. This formula varies by restaurant. Your manager will
explain how wait times are calculated in your restaurant.
◼ Always quote a range of time (for example, 10–15 minutes or 5–10 minutes).
◼ Indicate a place to sit or stand to wait that is out of the way of traffic or offer the bar as a
comfortable waiting place to enjoy a drink.
◼ Thank the guest and let the guest know that we’ll call him or her as soon as the table is ready.

When Calling Names from a Waitlist

◼ Approach the guest personally, whenever possible, to let him or her know the table is available.
Use the paging system if your restaurant has one.
o When you call the party, update the Wait List
o If paper-based, draw the outline of a circle to the left of the guest’s name.
o When you seat the party, fill in the circle completely.
o If a guest does not arrive promptly when his or her name is called:
• Proceed to the next party on the list.
• After a few minutes, call the guest a second time. Place a diagonal line in the circle
next to the name.
• If called a third time, place another diagonal line inside the circle to form an X.

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 o Do not call the guest again after the third attempt. If a guest arrives after his or her name was
called three times, give the guest the next available table, whenever possible.
◼ Record the actual seat time every 5th line. Track pace of wait – high or low – to ensure you are
calculating wait times accurately.
◼ If a guest’s wait time is running longer than the quoted wait time, contact the guest and keep
them informed of the situation. This enables you to build trust with each guest.

Steps to Seating the Guest

When Seating Guests

◼ Greet guests with a smile, make eye contact, use their
name when possible. When you are ready to seat the
party, use their name. For example, “Mr. Anderson,
you table is ready. If you would like to follow me, I’d
love to show you the way.” Or a simple, “Mr.
Anderson, I’d love to show you to your table.”
◼ Walk at the guests’ pace. Indicate caution when
approaching ramps or steps.
◼ Pull out chairs when appropriate.
◼ Stand out of the guests’ way. Wait for guests to sit
before continuing.
◼ If a party does not want to sit where you are taking
them, take them directly to the table they want to sit
at, and tell the Greeter where they sat.
◼ Provide a highchair, infant carrier sling or booster seat
for children.
◼ It is dangerous to prop highchairs upside down to place baby seats in. Always offer an infant
carrier sling for infant seats.
◼ Do not place highchairs in booths or aisles. Highchairs should go to tables with wall space and be
placed by the wall – far from any traffic.
◼ Place an opened menu before each guest from the left side , ladies first.

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 ◼ Especially if it is the guests’ first visit, point
HOSPITALITY TIPS
out popular menu choices, specials, or make
Walking guests to their table provides an recommendations.
awesome opportunity to connect. Here are a few ◼ Fill the water glasses or instruct the bus
ideas to get the conversation rolling: person or server to do so promptly.
➢ If it is their anniversary, ask how many years When Performing a Parting Phrase
they are celebrating. Let them know that you ◼ Wish the guests an enjoyable meal and
would be happy to take a picture of them on ensure them that their Server will be right
their way out. You can offer that with over. For example, “Mary will be right with
birthdays, too. you. Enjoy!”
➢ When you seat guests, thank them for coming
◼ When Returning to the Front Desk
in and let them know who their server is.
◼ Let the Server know they have been
➢ Offer to take pictures of guests leaving. A
seated and communicate any special
picture is worth a thousand words. Whenever
occasions or needs the guests may have
they look at it, they will think of our restaurant
communicated to you during seating.
(so make sure there is a good background).
This works great at destination restaurants. ◼ Circulate the dining room to note available
Guests absolutely love it. open tables and tables that are ready to
“turn” on your way back to the host stand.
◼ Collect menus and return them to the host stand.
◼ Look for opportunities to guide guests to restrooms, or help
Seating is a pivotal touchpoint in
service in general as needed any restaurant experience. To
learn the essentials, watch :
◼ Do a restroom check periodically before returning to the host
stand. 5 Simple But Powerful
Steps to Seating Guests
◼ Communicate status of available open tables and anticipated
table turns to the Seating Coordinator before escorting the next Training Video at RO.com. See
your manager for details.-
party to their table.

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 When Giving a Fond Farewell
◼ Greet all guests upon departure, whenever possible, with a smile and eye contact.
◼ Inquire about their experience to ensure complete satisfaction.
◼ If guest express any dissatisfaction whatsoever, ask them to stay to speak with a manager. Get
the Manager immediately.
◼ Thank guests for visiting us and invite them to return soon.

Never say “Have a great night.” Everyone says that. It’s not special.

Instead, try saying:

“Thank you so much for being our guest.”

“How was your dinner this evening? We look forward to seeing you again.”
If it was a birthday or anniversary celebration, “Thank you so much for celebrating with
you!”
“Thank you so much for dining with us. Have a wonderful rest of your evening.”
“Thank you. Goodnight.” (This is great when guests leave quickly. It is short and to the
point. Adjust “goodnight” if it’s an earlier in the day.)

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Rotating Guest Seating
At the beginning of each shift, you will receive a floor plan with designated stations assigned to the
servers. To ensure we provide the best service possible, it is essential to rotate seating from one
station to the next whenever possible: i.e., station one, then two, three, etc. The Host’s responsibility
is to make sure that as guests leave a table, once it is cleaned and reset, new guests are rotated to
that table, thereby ensuring that each server has proper guest rotation and receives the same
number of tables as all other servers.

Avoid double seating a station unless the guest requests a particular table. Once you leave the Host
stand to seat a party, be certain to post the time seated on that table on your floor plan. As business
slows down, stations may close, and the floor plan will change. A Manager -- and Manager only -- can
close stations and change the floor plan.

◼ Know the daily floor plans, sections and the servers working these sections. This will be important
to know so you can inform servers when their section has been seated.
◼ Give each server the same number of parties.
◼ Distribute large parties evenly as much as
possible, to ensure the best service.
◼ Watch for “waves”. Avoid seating several tables
at once. Stagger slightly to ensure proper
service flow and prevent overloading the
kitchen. Staggering seating allows the kitchen to
execute the orders that are placed in a timely
manner which in turn allows the service
sequence to flow for the Guest.
◼ Know the tables that are best suited for large parties, so planning is the standard. Seat tables that
would typically be pushed together for large groups at the same time, so they turn together.
◼ Parties of 4 or less can be seated at large tables, when on a wait, if it is convenient and
comfortable for them.
◼ When a party requires an extra chair, infant carrier sling, highchair or booster chair, have it at the
table before seating them.
◼ Honor the request of guest(s) over equal number of tables per server.
◼ Tables are bussed immediately after the party leaves and the table is to be seated within 45
seconds of bussing.

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Handling Types of Guests
Because your position at the door is semi-stationary, guests will look to you to solve problems: i.e.,
lost items, questions about the wait, their seating arrangements, the need for a taxi, etc. No matter
how busy you are, each guest must be treated with sensitive concern for their problems or interests.

Tact and diplomacy under pressure is a skill essential to your success at Rebar Kitchen & Taproom.
Your ability to smile and remain calm in the face of adversity will eliminate the stress encountered in
your job. Often, the only solution to a problem will be to get a Manager. Do not hesitate to do this;
however, most problems can be solved just by providing a listening ear. Different types of guests
require different approaches to service. Here are some examples:

Type of guest What to do….

The early guest Receive the guest courteously and explain when service will begin.
Offer a comfortable seat, possibly in the lounge, and provide a
newspaper or magazine.

The late guest Make the guest feel welcome. If the food selection is limited, explain
that it is near closing time. Provide good service without making the
guest feel hurried.

The hurried guest Recommend counter or bar service when this is available. Tell the
guest in advance approximately how long the service will take. Give
the best service possible under the circumstances.

The over-familiar guest Be courteous but dignified with the guest. Avoid long conversations.

The grouchy guest Meet the guest cheerfully and see that the server treats him or her
pleasantly. Do not argue with the guest. Listen to any complaints
courteously, but do not encourage conversation. Do not be distressed
by unreasonable complaints.

The angry guest Listen to the guest, express regret at the occurrence that prompted
the complaint, thank the guest for calling the matter to your
attention, and try to rectify the error.

The troublemaker Be courteous, but do not be drawn into arguments. Do not participate
in criticisms of the management or make statements that may be
construed as complaints about the restaurant. Warn other team
members serving the troublemaker type to avoid antagonizing him or
her.

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Type of guest What to do….

The tired guest Seat the guest at a quiet table. In cold weather, suggest a hot soup, a
hot drink, and some particularly appetizing light food. On a hot day,
suggest a chilled salad or a frosted drink.
Seat blind people with a dog so that the dog will not be noticed.
The blind guest:
Never hover over blind guests. Always stand near enough to help if
needed. Issue menus in Braille to the blind guest. Always make a blind
guest feel appreciated and important.

Guest with Seat as quickly as possible. Be helpful, ask if you may assist them, but
injuries/disability: do not be too eager. Be considerate; do not call attention by hovering.
Seat wheelchair guests at a table on ground level do not block an
aisle. Always make a disabled guest feel important and
accommodated.

The emotions guests experience

during their visit determine
whether they will return :

Emotions Drive Guest

Behavior
Learn how YOU can make a
difference at RO.com. See your
manager for details.-

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Menu Presentation
Menu Presentation refers to the tableside presentation of the menu to the guests. This is also the
best time for making recommendations. A complete knowledge of the menu is necessary for this
presentation process to be successful.
During your training, you will be exposed to the menu and its ingredients. It is imperative you know
the menu items and the accompaniments that go with them. This will enable you to assist any guest
with questions in person, or on the phone.

Menu and Drink Prices

The prices will be listed in the Host Information
Book at the front host stand. These prices may
change, therefore, check with your management
team to stay informed.

Specialties
Rebar Kitchen & Taproom specializes in
customer service. Be the difference you’d like
to see in the industry.

Specials & Features Of The Day

◼ Each day at pre-shift meetings, that day's Specials will be discussed at Rebar Kitchen & Taproom.
◼ These specials may include [a drink special, an appetizer, a salad, a pizza, an entree, or a dessert
item].
◼ In addition to placing a "special" card on the table, you will present the "specials" verbally. This
enables you to describe them thoroughly and answer any questions the guest may have.
◼ When presenting the specials, you should start with drink specials, then appetizers, soups, and
entrees. In describing the specials, you must use adjectives, which will entice the guests.

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Phone Procedures
When Answering the Telephone
◼ Always answer on or before the third ring.
◼ Smile with your voice!
◼ Say, “Hello. Thank you for calling Rebar Kitchen & Taproom. This is [Your Name]. How may I help
you?”
◼ If you must place a caller on hold, ask permission and wait for an answer. When you return to the
call thank the caller for their patience.

..Waiting List Calls

◼ If a guest calls and asks how long the wait is for a table, ask for how many are in their group and
give them the approximate time.
◼ Offer the guest this service point: "If you would like to put your name on the list now, as long as
you arrive within the specified time with your party complete, I can expedite getting you a table.
Please check in with (your name) at the host stand when you arrive, so I know you are here.
Thank you and I'll see you in _____ minutes." This is a service point we believe our guests
appreciate.

When answering the phone for an Employee or Manager

◼ Take a message unless it is an
emergency.
◼ Make sure the employee receives the
message.
◼ Ask the caller, “May I please ask who
is calling?”
◼ Inform the manager of the message

When a caller is looking for a

Guest
◼ Page him or her and direct the guest
to the appropriate phone.

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Reservation Procedures

We will receive reservations through an online service, by phone, in person for the future or as a
“walk in” for an immediate reservation. All reservations are important and must be treated with
enthusiasm, respect, and grace. Taking reservations is one of the duties of a host. Any reservation of
six or more people should be brought to the attention of the manager to ensure the restaurant has
proper staffing levels and the kitchen has enough product prepped.
When taking a reservation, it is important to collect the following information:
◼ Guest’s name
◼ Number of people in the party
◼ Date and time of arrival
◼ Phone number (best number to be reached—home, work, or cell phone number)
◼ If there are no reservations available at the time the guests request, suggest alternative times.

When a Guest’s Preferred Date & Time is Unavailable

◼ When there are no availabilities for a guest’s requested date & time, offer the caller three
options.

For example: Guest wants a 6:30 PM reservation: “I have a 5:15 and 7:30 available for this
evening. I could also do a 6:30 PM time tomorrow if you would be interested.”
If the times do not work for the guest, ask if they would like you to check another date:

“Is there another day I could look at for you?”

“I would be more than happy to check on
another date for you.”
Let caller know there is 1st come, 1st serve
seating available on patio and at the bar.

“You are more than welcome to come in. There

is 1st come, 1st serve seating availability on the
patio and around the bar. Both offer full
service.”
◼ Never tell guests we are full, booked or say,
“No, we can’t do that.”

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 WORDS/PHRASES THAT CONVEY HOSPITALITY
◼ When calling guests to confirm reservations, do not use the word reservation.
Instead say:

“Hi. This is Emma from Southern Social. I wanted to let you know that we do
offer complimentary valet upon arrival. We look forward to seeing you and your
guests tomorrow at 7 PM.”
◼ Avoid saying “WHAT”:

“MAY I have a contact number?”

“MAY I have a name for the table?”

“WILL you be celebrating anything special with us that evening?”’

“CAN you please repeat that sir/ma’am?”

◼ Avoid saying “NO.” Always offer options.
◼ Address them by their name once you have it.
◼ When guests call asking to make a reservation, respond with:

“Absolutely, for which evening?”

“Excellent. May I have the number of guests in your party?”

“May I have your preferred time?”

“Wonderful. May I have a name for the table?”

“Will you be celebrating anything special with us that evening?

3 Reservation
Challenges and How to
Handle Them
Learn more by watching our
video at RO.com. See your
manager for details.-

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To-Go Service Procedures
Carry out food is in high demand and a good percentage of our sales. We offer menu items to go,
excluding alcoholic beverages. To-go orders are taken either by phone or by walk-in. When a guest
picks up an order and takes it home to enjoy it, nothing can create a negative impression faster than
an inaccurate order.

When Giving a Warm Welcome

◼ For walk-ins, immediately acknowledge the guests with a smile and eye contact upon arriving at
the host stand.
◼ Say, “Hi! Welcome to Rebar Kitchen & Taproom.”
◼ For phone orders, answer the phone within three rings.
◼ Always use a proper phone greeting.
◼ Always use a take-out order sheet.
◼ Ask the guest if he or she may be placed on hold.
◼ No guest should be placed on hold for more than 30 seconds.
◼ Smile when you talk.

When Taking the Order

◼ Ask for the guest’s name and record it on the ticket or enter it immediately into POS if you have
one at your station.
◼ If it is a phone order, ask for the guest’s phone number and name.
◼ Ask if the guest would like plastic ware and/or condiments with the order.
◼ Take the order and write it down neatly in the “Items” column.
◼ Ask the right questions about menu options, For example if a Carry out is a big part of our
sandwich comes with a choice of side, or a salad is served with restaurant’s success! To learn
the choice of dressing, gather all information to ensure the more key tips, watch :

item is served correctly. Phone Order Best

◼ Suggest accompaniments such as side salads, appetizers, or Practices
beverages, like iced tea and sodas. Training Video at RO.com. See
your manager for details.-
◼ Repeat the order back to ensure accuracy.

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◼ Estimate the preparation time and inform the guest when the order will be ready. Quote a range
of time in five-minute increments, such as 10–15 minutes.
◼ Be friendly and courteous throughout the conversation.
◼ Thank the guest for calling.
◼ Fill out all sections of the to-go check completely.

When Processing the Order

◼ Start the transaction on the POS
terminal and enter all items ordered,
including any modifications/special
requests.
◼ Review the order carefully for
accuracy before sending it to the
kitchen.
◼ Staple a copy of the receipt to the
top copy of the to-go check and place
it in the designated pickup area.

When Packing Up the Order

◼ Inspect each item to ensure that it matches what the guest ordered, and that the presentation is
to our standard.
◼ Write the contents of each container on the lid. Indicate any modifications so like items may be
identified and attach lids as items are ready.
◼ Place all items neatly and carefully in the to-go bag, keeping hot and cold food separate.
◼ Place the appropriate number of condiments, plastic ware, and napkins in the bag.
◼ Prepare all beverages last so that they are fresh and delicious when the guest arrives.
◼ Staple the top copy of the to-go check and the guest receipt to the to-go bag and place it in the
designated pickup area.

When Presenting the Order

◼ Greet the arriving guest with a warm welcome!
◼ Be sure the order is ready at or before the quoted time.
◼ Open each bag and verbalize what the contents are by reading the lids.

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◼ Ask if there is anything else the guest needs such as plastic ware or extra condiments.
◼ Retrieve any items requested.
◼ Process payment promptly.

When Giving a Fond Farewell

◼ Say goodbye to all guests upon departure, whenever possible with a smile and make eye contact.
◼ Thank guests for visiting and invite guests to return soon.

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Preventing Guest Complaints
No restaurant is immune to guest complaints, but you can try to limit the severity or number of
complaints by heading off an issue before it arises. To prevent complaints, you need to keep your
eyes and ears open and be aware of the guests around you.

You can prevent complaints by always meeting the standards of service.

◼ Serving quality products – If you notice a product is not prepared to our level of standard, bring it
to the attention of the cook or manager, and don’t serve it!
◼ Providing fast, accurate, friendly service – Follow our guest service standards at all times.
◼ Maintaining a clean restaurant – Perform your sidework duties as assigned. If you notice an area
that is not clean, take action immediately by cleaning it yourself, finding someone else that is
available to clean it, or informing the manager.

You can also head off complaints by noticing signs of dissatisfaction:

◼ Irritation when ordering or asking questions

◼ Disgusted, bored, or impatient facial expressions while waiting in line
◼ Half-eaten food left at the table (if more than usual)
◼ Gestures or comments among guests that express dissatisfaction
When you notice any of these signs, ask the guest if there is something you can assist with, or if he or
she is happy with the food and service. Determine what is wrong and remedy the situation as quickly
as possible.
Talking with your guests informally during
service can assist you with preventing problems
before they happen. Perform check-backs at the
table; ask your guests how they feel about the
food quality and service. Guests who are
comfortable talking with employees will be
more willing to answer questions honestly, not
pre-judge the restaurant, and be understanding
when issues do arise.
Following these techniques, every day at the restaurant will limit guest complaints and provide a
pleasing environment for our dining guests.

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Handling Guest Complaints
It is important to deal with a guest’s complaint quickly. If you do not attend to the guest immediately,
he or she will leave feeling dissatisfied. An unhappy guest can damage a restaurant’s reputation
significantly. When handling a guest complaint, it is important that you follow the following steps:
Listen Remain calm and listen to the nature of the complaint.

Acknowledge Show sincere concern for the guest problem and find out all the details of the actual
complaint.

Respond Ask questions to make sure you understand the issue and tell the guest about the
process that will be taken to resolve the complaint. Make sure that the guest agrees
with this process.

Apologize Apologize for any inconvenience.

Take action Try to resolve the complaint by taking into account the guest’s satisfaction and your
own range of abilities (i.e., a replacement item, gift certificate, etc.)

Report If you can’t resolve the complaint, refer it on to your superiors.

Follow up Complete all necessary reporting paperwork.

Here are some common guest complaints and our policies on what you should do to satisfy the guest.
A guest complains of…
An incorrectly filled order: Replace the order with the correct one immediately.

Food being spoiled or If our quality is not up to standard, offer to replace the item and comp the
inedible: ordered item.
Call your manager and check the remaining food items on the line to ensure
it doesn’t happen again.

A dirty table or a messy Apologize, thank the guest for pointing out the problem, and clean it
restroom: immediately.
Extended wait time: Apologize, thank the guest for his or her patience, and offer a free appetizer
or drink.
A server spilling a drink or Apologize and offer to pay the cleaning bill for the clothing item.
food item on a guest:
Poor service or an Promise to speak to the individual involved. Inform the manager about the
impolite employee: problem or talk privately to the person about the complaint as soon as
possible.

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Sidework Duties
Duties performed by Hosts outside of greeting and seating guests are called sidework. These duties
although may come second to seating the guest are just as important. They help to maintain the
restaurant and make it a safe and pleasant place for guests to come and dine. Sidework is normally
done at opening, during slow periods, and at the end of your shift. The following are typical sidework
duties for the Host station.

Opening Duties
◼ Clean glass
◼ Lay down rugs
◼ Wipe benches, highchairs, and booster seats
◼ Check printed menus with kitchen menu to discover omissions, inaccuracies, or corrections.
◼ Complete feature board
◼ Stock hostess stand:
Kids’ menus Menus to go Paper to take to-go
Kids’ items Restroom checklist orders
Waitlist Pens Rolled silverware
Table station chart Grease pencils Mints
Toothpicks
◼ Dust artifacts/blinds
◼ Check reservations for the shift
◼ Ensure proper temperature of dining area
◼ Ensure table reservations and “Reserved” signs are placed
◼ Ensure table arrangements are clean and orderly
◼ Ensure flowers are fresh and attractively arranged

During Shift
◼ Bus tables
◼ Sort items at dish station
◼ Flag table
◼ Wipe tabletops

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 ◼ Wipe up crumbs
◼ Organize table caddy
◼ Clean seats
◼ Sweep floor
◼ Wipe menus
◼ Check restrooms
◼ Check lights and corners for cobwebs
◼ Clean all pictures and mirrors

Closing Duties
◼ Stock depleted items
◼ Organize host stand
◼ Wipe menus
◼ Bissel floors and mats
◼ Perform restroom check
◼ Put away floor mats

Note: See the restaurant-specific sidework sheet for your station.

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End of Shift/Checkout Procedures
Checkout Procedures
Before beginning your checkout each shift, check the following:
◼ Make sure that all guests are seated.
◼ Be certain that the manager has closed your section for the shift.
◼ Make sure that you have collected all your tickets from your to-go or phone orders and have
them with you.
◼ Be certain that all of your sidework and closing duties are completed.
◼ Have the manager or closing employee initial your host report indicating that you have
successfully completed your sidework.
◼ Once your host report is initialed, hand in your report and slips to the manager to be verified.
◼ Have a manager do voids, over-rings, and promo tickets. An over-ring must be signed by a
manager at the time tit occurs and not at the end of the shift.
◼ Make sure that you have your full uniform on at all times while in the front of the house.

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In Summary
Being a Host is fun, and it takes organization and awareness to be successful. Our goal is to help you
become more organized during your shift so that you can become more competent and relaxed when
the “big slam” does come.
In addition to demonstrating a friendly, enthusiastic demeanor, here are ways a Host can stay
organized and ensure exceptional guest service is being provided:

Be Attentive
◼ If you notice guests are wanting to order, inform a server that the table is ready, direct another
server, or take the order yourself. Do not let guests wait.
◼ Watch the service at the tables to avoid lengthy delays between courses.
◼ Keep guests supplied with water by notifying the server or bus person.
◼ Provide service to children as soon as possible. Supply special menus, favors, etc.
◼ Summon the server when the guest requests additional food or other service.
◼ Present the dessert menu to guests who have completed the main course and are waiting for
additional service.
◼ Have tables cleared and reset promptly after the guests leave.

Be Prepared
◼ Come prepared. If you can, arrive at least 10 minutes before your shift is to begin. This will enable
you to ensure you are in uniform and ready to go out on the floor.
◼ Maintain the specials board and remove any items that are no longer available.
◼ Make sure your waiting area is clean and organized.
◼ Make sure you have enough menus and that they are clean.

Stay Focused
◼ During your shift, try to put everything else aside that is on your mind or that you have been
doing that day.
◼ You should always be keeping an eye on the front door, watching for when new guests arrive.
◼ When guests enter, greet them appropriately. If you are busy with other guests, let the new
guests know you will be right with them.

Multi-Tasking Tips

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◼ When putting guests on the waitlist, show them the specials board and offer explanations of the
specials.
◼ After seating guests, pre-buss or buss a table on the way back to the host station.
◼ Enlist your fellow team members for help.
If you assess the situation, thinking along the way how you can save yourself time and steps, you will
be more organized and confident. Most of all, you will have a lot more fun!

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