Host/Hostess Training Manual - The Wurst Haus

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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 & Restaurant 9 8/25/2006
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 & Restaurant 10 8/25/2006
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Host/Hostess Training Manual - The Wurst Haus

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