Host/Hostess Training Manual - The Wurst Haus

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Host/Hostess Training ManualDiplomacy & TactBecause your position at the door is semi-stationary, guests will look toyou to solve problems: i.e., lost items, questions about the wait, theirseating arrangements, etc. No matter how busy you are, each guestmust be treated with sensitive concern for their problems or interests.Tact and diplomacy under pressure is a skill essential to your success atthe Unit. Your ability to smile and remain calm in the face of adversitywill eliminate the stress encountered in your job. Often, the onlysolution to a problem will be to get a Manager. Do not hesitate to dothis; however, most problems can be solved just by providing alistening ear.Wurst Haus German Deli & Restaurant 21 8/25/2006
Host/Hostess Training ManualBidding FarewellYou as a Host/Hostess are the guest's first and last impression of theWurst Haus German Deli & Restaurant. Just as your friendly smile andattitude welcomed the guest into the Wurst Haus German Deli &Restaurant, your pleasant farewell leaves the guest feeling good andwanting to return.We have four distinct objectives with every departing guest:1. To make sure their experience in our Restaurant waspleasurable.2. To thank them, by name, for their patronage.3. To invite them back for another visit soon.4. To make sure their last impression is a positive one.Host staff, bussers, servers, and managers all have the responsibility tobid our departing guests farewell; but host staff and managers usuallyhave the most frequent opportunities to do so. Here is the behaviorassociated with a farewell that is guaranteed to generate a repeat visit: Help guests on with their jackets or coats. Open the door for every departing guest. Thank guests by name and invite them back for a specificoccasion: "Come back and enjoy our (WEEKLY SPECIAL,NEW PROMOTION OR SPECIAL EVENT)" It takes only a fleeting moment to wrap and deliver it, but thememory of it can last a lifetime. It's the only thing people canwear that never goes out of style. And, one size fits everyone.It is called a “Smile.”NOTE: If a man is leaving with a purse or a woman withseveral purses, inquire about identification for each bag. Ifa problem arises, get a Manager.Wurst Haus German Deli & Restaurant 22 8/25/2006
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Host/Hostess Training Manual - The Wurst Haus

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