DEPT: F&B – Lobby Lounge
this important for you
1. To make the guest feel welcome and acknowledge regular guests
2. To maximize the guest satisfaction
STEPS AND TANDARDS THAT MUST BE DONE
1) Welcome guest
Stand upright with eye contact and smile besides the hostess desk or at the entrance.
2) Greet the guest
Greet the guest by saying, “Good Morning/Afternoon/Evening,If you know the name:Mr. / Mrs. ????
If you don’t know the name: Sir / Madam.welcome to Lobby Lounge” (Name of outlet)
Followed by: A table for ....... ? (Mention the accompanied number of persons)orA table for how many guests would you like?Bring the guest the table.
2.HOW TO GUIDE THE GUEST TO THE TABLE
DEPT : F&B – Lobby Lounge
this important for you ?
1. To maximize guests satisfaction.
2. To ensure the guests is acknowledged
3. To ensure the guest is offer assistance with seated
STEPS AND TANDARDS THAT MUST BE DONE
1) Lead the guests to the table.
Say “Would you follow me, please, Mr./Mrs./Ms. XXX ’,then show the way to the guest by using your open palm,(Not the finger).Walk in front of the guest, not more than one meter and do not walk too fast,ook occasionally back if the guest is following you.
2) Check satisfaction
Upon reaching the table, say, “will this table be all right for you, Mr. /Mrs. XXX or Sir/Madam?”
3) Assist the guests
Pull the chair out for the lady with a smiling face.Say: “There you go Mr. / Mrs. XXX or Sir / Madam”while pointing to the open chair.Helps the lady to be seated by standing behind the chair, positioning the two hands on the chair shoulder, keep left leg straight, right toe to push the end chair forward towards the table.Be careful not to push to fast or hard, otherwise you might hurt the guest. Also don’t be too slow, otherwise the guest might “miss” the chair and fall on the floor.
4) Wish the guest a pleasant breakfast, lunch or dinner
Say: “Thank you and I wish you a pleasant breakfast / lunch / dinner”
3.HOW TO PRESENT THE BEVERAGE MENU & WINELIST
NUMBER : 03
DEPT : F&B – Lobby Lounge
this important for you ?
1. To maximize guests satisfaction.
2. To ensure the guests are quickly attended to
3. To ensure the guests are aware of the special to enhance the guests’ choice and to generate potentially additional revenues
4. To avoid disappointment should the guest order a dish which is not available.
STEPS AND TANDARDS THAT MUST BE DONE
1) Check the state of the menu
Hostesses should always check all the menu pages and cover to ensure the menus are clean.
2) Self introduction.
“Good Morning/Afternoon/Evening, Mr./Mrs. Sir/ Madam, my name is ........., here is the menu please”
3) Presenting the menu.
Standing at the right side of the guest, bend the upper body slightly; present the opened menu (first page) in front of the guest and say: “This is the drink list / beverage menu, please” (use your right hand). If there are ladies in the group, serve the elderly lady first, gentleman next, host last.Leave the winelist on the corner of the table close to the host and inform the guest.
4) Explain which dishes are not available for that day
Apologize and explain to the guests which dishes are not available.Say: ”I am terrible sorry but the ......... is not available today, instead I would recommend, ..............
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