HOW TO GREET THE GUEST?

OBJECTIVE

That expect the service team greet the guest in a friendly, timely and warm manner with a smile and to make them feel welcome at the outlet and to acknowledge by name when a returning guest to the establishment.

POLICY

To make the guest feel welcome and acknowledge regular guests.

To maximize the guest satisfaction.

PROCEDURE

Welcome guest

Stand upright with eye contact and smile towards the approaching guest

Greet the guest

Greet the guest by saying, “Good Morning/Afternoon/Evening, If you know the name: Mr. / Mrs. XXX

If you don’t know the name: Sir / Madam “Welcome to (outlet name)”

Followed by: Did you have a reservation with us this morning/afternoon/evening? If ‘yes, May i have your name Please “  Check reservations and take to assigned table if ‘no’ a table for XXX ? (Mention the accompanied number of persons) Or a table for how many guests would you like?

Ask the guest if they are staying in house and take the room number and Surname to avoid walk outs.

Seat the guest to the allocated table in following the “How to seat a Guest” SOP.