The Front Door Chapter 4 Highlights

First Impressions/Moment of Truth  The Parking Lot  The Front Door  Warm and Welcome Relationship with Guest starts with:  how the reservation is taken  initial greeting at the door  manner in which they are seated  how staff accommodates special requests

Reservations  May be the first contact with the restaurant  Are not always taken at the host stand  Ritz Carlton example  Could be taken on the Internet/Fax

Phone Etiquette  Proper Manners are critical  May vs. Can  Demeanor is important  Smile when talking on the phone  3 ring rule  Standardized Greeting  time of day  name of establishment  name of person answering the phone

Phone Etiquette  Properly Putting Guests on Hold  Ask first then wait for reply  Offer to return call if long period of time is expected  When a caller asks to speak to someone at the establishment ask who may you say is calling.  Use guests’ names where possible

Keep a “Black Book”  Tracking Repeat Customers habits will make them want to return more often.  “Regulars” get the best tables when possible.

Why Reservations Are Useful  They help with forecasting of:  staffing  purchasing  menu planning  cost estimates  Reservations allow the dining room to be filled to capacity staggering guests to accommodate the dining room staff and kitchen.

Why Reservations Are Useful  When guests travel long distances to get there, they want to be sure there is a table  Having an estimated cover count in advance helps with planning of logistics

Reservations for Efficiency  Count chairs as well as tables when considering reservations  Deuce big enough for three people?  Goal is to accommodate as much business as the staff can handle  Write the time and the number of “covers” in advance.  5:30 2-3Smith Tbl. 23

Reservations for Efficiency  Write reservations (name and time) on to floor plan before service  Helps see “incremental flow” of dining room  Traffic Chart for Kitchen helps them plan for rushes

Timing in the Dining Room  “Average Residence Time”  menu  number of covers  style of service  type of credit  time of day  ambiance of restaurant  Note: Large parties take longer

Reservation Systems  Use pencil  Mark cancellations  Have a copy of server station layout  Host should look confident  Always consider number in party and time of reservation together

Reservation Concerns  Overbooking  Too big a risk  Want to maximize capacity of dining room without turning people away  Special Request  Honor when you can  To promise is dangerous  Special Table Request  surcharge, if available

Reservation Concerns  Birthdays and Anniversaries  Always note occasion in Reservation book  Cakes should come with contracts  Writing on plate in chocolate is more flexible  Special Request  Honor when you can  To promise is dangerous  Special Table Request  surcharge, if available

Group Reservation Concerns  Group Reservations  Large Group equals 10 to 20 % of seating capacity  Book early or late  Set menu  Pre-select wines  printed menus  gratuity plan  deposits and guarantees

Reservation Concerns  No Shows  Reconfirm the day before or day of event  Change in initial request might increase chance of no-show  Call the day after to make sure reservation was recorded properly  Deposits  Amex Reservation Program  Contracts