Food & Beverage Department The role of Hostess

Learning outcome Hostess Duties Warm Welcome & Bid Farewell Explain F&B Concept Telephone Etiquette Breakfast “Done Right "Check List

Hostess Duties Preparation for meal period Daily Routine Preparation for meal period Double-check & reconfirm all reservations, check with outlet manager on duty for any inquiries. Ensure that all function sheets, requisitions and billing instructions for that day have been issued and distributed by and to the responsible department. Follow up and check the task / check lists of your particular outlet.

Daily Routine44Thursday, November 29, 2018 Hostess Duties Hostess Duties Daily Routine44Thursday, November 29, 2018 Preparations for Outlet Manager Before start operation, hostesses will prepare the daily lists for the Outlet Manager as follows: Daily repeated / regular guest list with names and preferences. Handover from late shift of the day before Outlet Function sheets Outlet duty roster（hostess leader)

Hostess Duties Hostess Duties The list will be compiled on a clipboard and keep at the manager’s desk / hostess desk for review. The manager will take the information to the group briefing. When the manager returns from the group briefing the following lists have to be published on the staff notice board for everybody’s information: Daily outlet report Daily summary report Up-selling record Outlet function sheet Important matters discussed in the briefing

Warm Welcome & Bid Farewell Keep the following basic rules in mind: Smile Check the booking details Do not keep guests with a confirmed reservation waiting at the hostess desk Check the dress code Check the guest’s age if you are not sure（for children) Use the guest’s name appropriately and in a natural manner Guests are led to their table with verbal cue by the most direct route. Staff should not pace more than 3 steps ahead of guest, warning of obstacles. eye contact & polite service phraseology always used.

Warm Welcome & Bid Farewell Restaurant hostess will take care of guest coats, hats, umbrellas, shopping bags or guest personal belongings if needed. Be sincere to greet the guest First Impression decide by YOU!

Warm Welcome & Bid Farewell How to seat guest Chairs are pulled for guests, napkin will be placed in triangle shape (single folded) on the guest’s lap, do not touch the guest’s body, lady first ). Table must be spotless and fully set before guest is seated. Beverage will be offered immediately.

Warm Welcome & Bid Farewell How to present menu Obtain appropriate number of menus from Hostess stand (one per guest) Hold the menu with left front arm, with menu cover facing upward. Use your palm to maintain the stability and balance. During service, carry all the menus by left hand and left front arm. use your right hand to take one menu and open the first page. Put your right hand in the middle on the top of menu and present to the guest, 40cm away from guest's chest.

Warm Welcome & Bid Farewell How to bid guest farewell Thank the guest, bid a friendly and warm farewell and invite the guest to return. Thank you for your coming , Mr/Ms guest name, Hope to see you again soon!   Thank you for coming , Mr/Ms guest name, Have a nice evening！ Never Only Farewell guest with “bye bye!!!!”

Warm Welcome & Bid Farewell Hostess Service Sequence   Good evening, Mr. Ms Guest name welcome to outlet name, Do you have any reservation with us ? YES NO Not Available Table Available Table I apologize ,at the moment we are fully booked. Would you like to wait for __minutes, Mr./Ms***? (after get guest’s name use the name) How many person you have, shall I help you make a reservation now? May have your name please? I have a nice table for you today. (find guest name in reservation book) May I show you the table? This way please!

Warm Welcome & Bid Farewell 送 Hostess Service Sequence Then reach table, pull the chair, seat the guest, ladies first, Let me introduce our team member staff name, He / She will be serving you! (When see the guest sit down.) Present menus to all guests. (Before you leave) Please enjoy your great time in our outlet name! Casual talk, example: Is this the first time with us?   NO YES I hope you enjoy your last visit. Thank you for coming back! Check wine preference of the guest Have you tried wine name. I can highly recommend wine name. May I introduce our concept to you, Sir? (Then you can introduce the specialties Food, Beverage and function items.

Warm Welcome & Bid Farewell When guests prefer to wait for the seats, we should take below steps Tell guest how long they will be waiting and show them to bar area order a kind of drink. When the table is ready, hostess go to bar area to bring guests to table prepared for them, help to bring the un-finished drinks and use the most direct route.

Explain F&B Concept When guests enquire about any restaurant’s food or beverage concepts, how should we answer them concisely and comprehensively yet they easily understand? Few Points to Remember: Business Hour Outlet Capacity ( Private Room, Terrace, Roof Top etc) Food concept & signature beverage( function theme if available) Proactively offer to take reservation for guest

Any question?

Say things positive and always with a smile! Telephone Etiquette Telephone Pick Up Standard 1. When returning to on-hold calls: Thank you for holding / thank you for waiting, Mr/Ms… 2. End the conversation with: “Thank you for calling Jade Restaurant” and bid farewell guest by saying “Have a nice day, Mr/Ms... Say things positive and always with a smile!

Telephone Etiquette Who do you want to be? Why is it so important? The first guest contact is made over the phone and the first impression is the most important one! Remember that you are representing the Outlet, your outlet and yourself! Telephone conversations / reservations are influencing if the guest feels welcome in coming to your outlet or not. Who do you want to be?

Telephone Etiquette We will answer telephones before the three ring, and always speak calmly & clearly. When talking with guests by telephone, we will ask permission before placing guests on hold, announce to whom they are being connected, and always allow the guest to be the one to end the call.

Telephone Etiquette Basics during a call Use the caller’s name at least 2times during the call Don’t put the caller on hold for more than 30 second Advise the caller if you have to transfer the call (also the person you are transferring the caller to) Listen carefully! (Make notes on a piece of paper to record all details, Name, purpose of call, date for reservation!)Provide the caller with detailed and professional information

Always ask a guest: “May I be of any further assistance?” Telephone Etiquette Basics for ending a call Always ask a guest: “May I be of any further assistance?” End a call: “Thank you for calling, Mr. /Ms. Caller’s name. have a nice day.” Let the guest hang up first! ( Always wait till the guest has hang up the telephone first!)

Telephone Etiquette Prevent the following Any noise disturbance in the background (laughing, loud talking, loud music,...) Putting guests on hold while talking to a colleague on the other line Keeping a guest on hold for more than 30 second without even apologizing Eating or drinking while being on the phone (chewing-gum, drink water etc.) Hang up the telephone before the guest does

Telephone Etiquette Prevent the following Sounding stressed (always keep the smile in mind, speak slow, in a concise manner) Connecting people from one person to the other without informing the other person whom is calling ( maybe this person does not want to talk to the other person, than take a message)

Make sure to get the following information before checking Telephone Etiquette Taking a reservation Make sure to get the following information before checking the availability in the reservation book Exact date and time the guests intend to come. Table preferences (window, etc.) & Number of guests. Check if there is a special occasion for the reservation (birthday, marriage celebration)

Telephone Etiquette Taking a reservation Make the reservation if an adequate table is available by asking for the following details:: Caller’s Name (if different from guest’s name) Contact telephone number (mobile telephone) Any special requests (dietary requests, anniversary, etc.)

Do not forget to advise the guest of the following: Telephone Etiquette Taking a reservation Do not forget to advise the guest of the following: Dress code for the particular restaurant Confirmation number Table will be held for 30 minutes Repeat all reservation details to the guest Thank the guest (use guest name) for making the reservation with the <outlet name> Say : “We are looking forward to your visit, have pleasant day”

Hostess Training- Standard Phrases Put a guest on hold，You can use the following words “May I put you on hold?” “Would you mind holding a second. Releasing the hold button， You can use the following words “Thank you for holding.” “My apologies for keeping you on hold.”

Telephone Etiquette Standard Phrases Transferring a guest “May I transfer your call to my colleague <Name> from <Department>. He/she will be able to assist you with your request immediately.”

Reconfirming a reservation Telephone Etiquette Standard Phrases Reconfirming a reservation “Good Morning / Afternoon / Evening, Ms/ Mr Name of guest. My name is <Name> from <Outlet Name> in Pullman, Kunshan, We are holding a reservation for you in our <outlet name> for today at < mention time> for <no. of guests> persons in the <by window or by bar> section. I am calling to reconfirm your reservation. May we welcome you tonight?”

Reconfirming a reservation eg. Telephone Etiquette Standard Phrases Reconfirming a reservation eg. ”Good Afternoon, Mr. Teo. My name is Heidi, calling from Pullman Kunshan. We are holding a reservation for you in our restaurant tonight at 20.00 hrs for 4 people by the window section. I am calling to reconfirm your reservation. May we welcome you tonight?

Telephone Etiquette Do’s & Don’ts Do not use words like: Use words like: OK. Certainly. No problem. My pleasure. What? Pardon me? Fully booked. Currently not available. Remember always speak clearly, slow and concise and remain calm. If you can’t handle the situation ask the quest to be put on hold and explain to the guest you will get your manager to speak to the guest.

Hostess Training Any question?

Remember! You won’t have the second chance to create a first impression. Thank you very much!

Thank you