国际酒店餐饮部西餐厅操作手册 sop Western Restaurant 1 Greeting & Seating Guest1.xls

STANDARD OF OPERATION PROCEDUREDEPARTMENT: FOOD & BEVERAGESECTION: Western RestaurantJOB TITLE: HostessTASK NO: HS.W.R 01TASK: Greeting & Seating GuestPAGE 1 OF 2EQUIPMENT REQUIRED: Reservation BookWHAT TO DOHOW TO DOWHY TO DO1. Use standardAs the guests app roach the reception desk, gre-To give a positive impre-greeting for the guest.eting them at leave 3 meters away, say Good mor ssion of the restaurant.ning / afternoon / evening. Mr/Ms # ( If you knowTo show respect by add-the guest name.ressing our guests by th-eir names will make themfeel at home.2. Look at the guest andWhen the hostess is greeting the guest, EstablishTo show we are genuine-smile to him / her since-and keep eye-contact with the guest and smilely wanting to serve the g-relygenuinely, treat the guest as a friend.uest, is a sign of a caringStand upright with an attentive body posture, at service.Indicates good g- the same time.rooming and confidence.3. Welcome guests to the After greeting the guest, the hostess should say To make guests at home restaurant by showing thewelcome to coffee shop or welcome back coff-as well as to promptly a-way.ee shop if he / she is a retured guest. As a host-nnounce the name of the ess, you should always recognize a retured guest.restaurant,shows that we are sincere in providing4. Ask guests if they haveSay Do you have a reservation, Sir / Madam ? proper service.made reservation.If Yes SayMay I have your name Sir / Madam?Always be humble to our Then repeat the reservation to the guest. Say guests, it is a sign of res-May I show you to your table, Mr / Ms # # ? pect.Then show the way to the guest by using your palmnot the finger.5. Show the guests to Walk in front of the guest,not more than one metre &Ensure that our guests are folo-the table.dont walk too fast, look back the guest occasionally. wing, thiss common courtesy.PREPARED BY: Sharon LIUAPPROVED BY:POSITIONSIGNATUREPOSITIONSIGNATUREW.R Manager