What about them? In the restaurant business we like to say we know how important they are, yet we seem to push them aside when it comes to training and menu knowledge. They aren’t the ones who have the most contact with your guests; therefore, they don’t need to be trained as extensively as your wait staff.
Who is the first person your guests see when they enter your restaurant? Usually it is your host/greeter. Even if he/she is only 16 years old, he/she needs to be knowledgeable and above all, personable. Personable embodies the terms friendly, accommodating, likable and courteous. Everyone has gotten used to the high school student’s part-time job as every restaurant’s first impression when they walk into your establishment. Typically, they are wearing the latest fad, but they wouldn’t know how to put on a smile if you gave them written directions with an illustration. If there is more than one, they are gossiping with their fellow host and continuing doing so right up until they say “Hi, two for dinner? Right this way…” He/she takes you on a course through the restaurant to your table, puts the menus down and walks away. Next, you are visited by your teen-age busperson, who may or may not grunt a “hello” to you as he/she pours your water and then rushes off to clear a table so more people can be seated and served water.
We all know that scene all too well. How much more would you like to visit that restaurant if the host greeted you as if he/she was truly glad to see you? Wouldn’t you feel welcome in that restaurant if he/she then asked you “how many people will be dining with us tonight?” Upon telling you that there is