Hostess Training Checklist

In this task, you will receive an introduction to your job role as a hostess and understand your responsibilities. This includes understanding your role in providing excellent customer service, managing reservations, and ensuring a smooth dining experience for customers. The desired result is for you to have a clear understanding of your job role and how it contributes to the overall success of the restaurant. Do you have any prior experience in a similar role? How do you think your role as a hostess impacts the overall dining experience?

In this task, you will go through the employee handbook and job guidelines provided by the restaurant. These documents contain important information about policies, procedures, and expectations. The desired result is for you to understand and adhere to the guidelines, ensuring a consistent and professional approach in your work. What are some of the important policies and procedures mentioned in the employee handbook? How will you ensure that you consistently follow the guidelines?

In this task, you will learn about the menu offerings and specials at the restaurant. This includes understanding the different categories of dishes, ingredients used, and any specials or promotions currently running. The desired result is for you to have a good knowledge of the menu and specials, enabling you to make recommendations to customers and answer any queries they may have. What are some of the popular dishes on the menu? How will you keep yourself updated about any changes or new additions to the menu?

In this task, you will be given a tour of the restaurant and the hostess station. This includes familiarizing yourself with the layout of the restaurant, different dining areas, and the location of important facilities such as restrooms and the bar. The desired result is for you to be able to confidently navigate the restaurant and guide customers to their tables. Can you identify the different dining areas in the restaurant? How will you ensure that you have a good understanding of the restaurant layout?

In this task, you will learn how to use the reservations system employed by the restaurant. This includes understanding how to make, modify, and cancel reservations, as well as managing waitlists. The desired result is for you to be proficient in using the reservations system, ensuring accurate and efficient management of customer reservations. Have you used a reservations system before? How will you ensure accurate record-keeping and avoid any double bookings?

In this task, you will understand the seating plan and table numbering system used by the restaurant. This includes knowing the different sections of the restaurant and their corresponding table numbers. The desired result is for you to be familiar with the seating plan, enabling you to efficiently allocate tables and provide accurate directions to customers. Can you identify the different sections of the restaurant? How will you ensure accurate table allocation during busy times?

In this task, you will be trained on how to greet customers and establish rapport with them. This includes using welcoming phrases, maintaining eye contact, and appropriately addressing customers. The desired result is for you to create a positive first impression and make customers feel valued and comfortable. How would you greet customers who are regulars? How will you ensure that you are providing personalized and attentive service?

In this task, you will learn how to manage wait times and queues during busy periods. This includes effectively communicating wait times to customers, managing the waiting list, and providing updates on table availability. The desired result is for you to handle wait times efficiently, minimizing customer dissatisfaction. How would you communicate wait times to customers? How will you ensure a fair and organized waiting list?

In this task, you will roleplay common customer scenarios with a colleague or trainer. This includes handling various customer requests, complaints, and special requirements. The desired result is for you to gain practical experience in addressing different customer scenarios confidently and professionally. Can you think of some common customer scenarios that you may encounter? How will you ensure that you handle each situation with empathy and a problem-solving approach?

In this task, you will learn how to set up tables for different party sizes and configurations. This includes understanding table layouts, arranging cutlery and glassware, and ensuring a visually appealing setup. The desired result is for you to be able to efficiently set up tables for different party sizes, creating a welcoming atmosphere for customers. Can you identify the different table layouts used in the restaurant? How will you ensure an efficient and visually appealing table setup?

In this task, you will demonstrate your ability to take phone reservations. This includes answering calls professionally, recording reservation details accurately, and providing confirmation to customers. The desired result is for you to be able to handle phone reservations efficiently, ensuring the accuracy of reservation records. Can you provide a script for answering phone reservations? How will you ensure accurate record-keeping during busy periods?

In this task, you will receive training on how to handle customer complaints effectively. This includes active listening, empathizing with the customer, and finding appropriate solutions to resolve the issue. The desired result is for you to handle customer complaints professionally and ensure customer satisfaction. Can you provide an example of how you would handle a customer complaint? How will you follow up with customers after resolving their complaints?

In this task, you will demonstrate your ability to effectively manage busy times and maintain a smooth flow of operations. This includes coordinating with servers, handling multiple customer requests simultaneously, and ensuring efficient table turnovers. The desired result is for you to handle busy times efficiently, ensuring a positive dining experience for customers. Can you describe a time when you efficiently managed a busy period? How will you prioritize tasks during busy times?

In this task, you will understand the cleaning and organizational standards expected in your role as a hostess. This includes maintaining cleanliness at the hostess station, organizing reservation records, and ensuring a tidy dining area. The desired result is for you to contribute to a clean and well-organized environment, enhancing the overall dining experience. Can you list some of the cleaning tasks assigned to hostesses? How will you ensure the hostess station remains organized throughout your shift?

In this task, you will demonstrate your ability to close your shift and prepare for the next shift. This includes clearing tables, organizing reservation records, and communicating important information to the next hostess. The desired result is for you to efficiently close your shift, ensuring a smooth transition for the next hostess. Can you describe the steps you would take to close your shift? How will you ensure clear communication with the next hostess?

In this task, you will understand the procedures for shift handovers between hostesses. This includes communicating any important information, noting special requests or customer preferences, and updating the reservation system. The desired result is for you to ensure a seamless handover and maintain continuity in customer service. Can you provide an example of important information that should be communicated during a shift handover? How will you ensure accurate transfer of information to the next hostess?

In this task, you will have a discussion about the expectations moving forward in your role as a hostess. This includes discussing areas of improvement, setting goals for professional development, and receiving feedback on your performance. The desired result is for you to have a clear understanding of the expectations and a plan for ongoing growth in your role. What areas do you think you can improve in as a hostess? How will you actively work on your professional development?