Host/Hostess Training Manual - The Wurst Haus

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 & Restaurant 1 5/01/05