Host Training
Day 1: General Restaurant Knowledge
Today you will be learning basic information regarding our restaurant and your position with us. We will be going over our principals and promises, uniforms, basic information regarding the restaurant, host positions and duties, and the restaurant layout.
PRINCIPAL VALUES
1. Honesty in Speaking: We treat everyone with Dignity, Honesty, Respect and Integrity.
2. Being of Service: We are committed to treating people as special and giving of ourselves, doing more than expected, anticipating needs and making a difference.
3. Great People: We hire great people, we set clear expectations, we provide regular feedback and we celebrate great performances.
4. We Function as a Team: We all look good together, we all look bad together.
TEAM MEMBER PROMISES
1. Citizenship: Getting to work on time, dressed and ready to work. Doing my job to our high standards and asking questions when I am unsure.
2. Consistent Growth: We are committed to continuous improvement, getting better day by day, shift by shift. Best today, better tomorrow.
3. Doing the Right Thing: Do it right the first time with integrity in your work.
Uniform
Host – Black dress pants, long-sleeved button-down dress shirt, black shoes, and black belt. Pants and shirt must be ironed.
Hostess – Black dress with black dress shoes and black stockings. The dress should have sleeves and be no more than four inches above the knee. Hair pulled back in a bun or braid.
Hours of Operation
Sunday - Thursday
Bar: 3:00 pm – 10:00 pm
Dining Room: 3:00 pm – 9:00 pm
Friday - Saturday
Bar: 3:00 pm – 12:00 am
Dinner: 3:00 pm – 10:00 pm
Happy Hour
Patio: Every Day 3:00 pm – 6:00 pm
Bar: Every Day – All Day
General Information
Address: 848 SE Becker Rd Port St. Lucie, FL 34984
Phone Number: (772) 224-2553
We strongly recommend reservations. We take reservations for both inside and outside seating, however, we never guarantee outside seating or specific tables. We do not take reservations for bar seating.
Reservations for 9 or more must be approved by a manager.
Happy Hour
Happy hour is available anywhere outside or at the inside bar.
The happy hour special is half priced drinks up to $15. We also offer a Bar Bites menu. This menu is available at the bar ONLY.
Wine Monday
Every Monday we offer a wine promotion. The promotion is 50% off bottles of wine up to $300. This is available anywhere in the restaurant all day every Monday. This offer is not available for To-Go orders.
Corking Policy
Our brand supports a very reasonable corking policy. We allow guests to bring in one bottle to be uncorked at no charge for every 4 guests in a party. This means that party sizes of 1-7 guests can have one bottle opened at no charge and party sizes of 8-11 can bring in 2 bottles at no charge, and so on. Any additional bottles will result in a $25 corking fee per bottle.
To-Go Orders
We offer To-Go Sunday – Thursday. We do not offer To-Go on Holidays. Guests may not order any alcoholic beverages for To-Go. Guests may not use any promotional offers or order from the Bar Bites menu. We ask temperatures on all steaks, salmon, lamb, and pork.
Job Description
A hostess or host greets guests as they enter our restaurant, takes their reservation or puts them on a waiting list, gives them menus and shows them to their seat. They will also handle phone calls and questions about the restaurant and menu.
Roles and Duties
All Host / Hostesses
Converse with guests while they are waiting
Help ushers seat parties when necessary
Be aware of guests put on a waitlist, notify guests when the table is ready
Always face the door
Take phone calls and reservations
Sell gift cards to guests
Clean menus
Usher
Escort guests to the appropriate table
Decorate table for special occasions when appropriate
Pull out chairs for ladies upon arriving at the table
Present menus to guests starting with the children, then proceeding to the women followed by the men
Inform guests pf the servers name
Clear away any additional set ups from the table and remove wine glasses from children
Accommodate guests with wheelchairs, highchairs, or booster seats
Hand the chit to the appropriate server or a manager
Communicate with the coordinator about open tables or guests that have requested to move to a different table
Updater
Use Open Table to update each table’s status throughout their dining experience. Doing so will help the coordinator keep track of the table times and give better assessment of a possible wait
While doing updates look check table statuses to help pre-assign upcoming tables
If a table needs to be flipped for an incoming party, ask a serving assistant to get it set for the appropriate amount of guests
Coordinator
Upon the start of your shift, receive/check floor plans
Remain at host stand at all times
Input all servers into their correct sections on Open Table
Pre-assign all large parties for the next two hours at the beginning of your shift
Welcome guests as they approach the host stand and gather their information. If the guest does not have a reservation take their information and put them on a waitlist if necessary
Seat guests according to their preference and rotation
Notify the usher of special occasions so they can decorate the table before the guest is escorted back
Manage waitlist and incoming reservations
Confirm phone number for reservation if the guest must wait for their table
Review and Study Restaurant Layout / Table Numbers
Day 2: Opening and Introduction to Open Table
Today you will learn the opening duties, how to navigate Open Table, and proper phone etiquette. You will also learn how to take reservations and practice seating tables
Opening the Restaurant
Check the voicemail for messages and call back when appropriate
Confirm all reservations for that day
Make sure appropriate menus are stocked and clean
Put out special occasion cards and confetti
Check oil levels and light candles
Make sure pre-assignments are set up correctly
Receive the floor plan from a manager and input it into Open Table
Open Table
Open Table is a comprehensive online reservation management service and a wonderful guest relation management tool. Bookings are placed through an online service via an Electronic Reservation Book (ERB).
ERB is an integrated software and hardware solution that computerizes restaurant host stand operations. The ERB handles reservation management, table management, guest recognition and email marketing.
Another way we use this multi-dimensional tool is to personalize our guest’s experience. Open Table makes it easier to know our guests so we can deliver a greater level of hospitality service.
Your trainer will review the layout of Open Table and explain how to use it. Your trainer should cover the following:
Opening and viewing todays reservations
Looking up reservations
Confirming, canceling, and no-showing reservations
Checking for special requests or occasions and putting in notes
Changing the time, date, or number of guests for a reservation
Changing the guests name or phone number
Assigning server sections and changing server colors
Pre-assigning tables and removing / changing pre-assignments
Marking a table as arrived, partially arrived, or late
Seating a reservation and moving a reservation to a different table
Unseating a table
Changing the status of a sitting table
Printing chits
How to seat a walk in
How to start a waitlist
How to notify a guest when a table is ready
How to take a reservation
How to view the shift overview
How to view the guest book
Phone Etiquette
When answering the phone is important to be polite and courteous
All phone calls should be answered in the following manner:
“Good (Morning, Afternoon, Evening), Thank you for calling Oak and Ember Steakhouse! My name is ___________, How may I be of assistance?”
If you need to put a guest on hold you should first answer the phone and ask to place them on a brief hold if possible.
General Guidelines
Try to answer all questions to the best of your knowledge, if you are unsure, ask the guest to hold for a moment and ask a team member or manager
If a guest is calling with a complaint ask for their name and a brief description then ask to put them on a brief hold while you get a manager.
If someone calls requesting to speak with a manager ask for their name and what it is regarding. Place them on a brief hold while you find a manager.
If the call is for a team member, politely tell the caller we do not accept personal calls. If it is an emergency get a manager.
Do not give out team members schedules. Tell the guest we do not have access to their schedule.
Taking Reservations
If a guest calls to make a reservation you should request all of the following information in the order listed:
Date of reservation
Number of guests
Preferred reservation time
Phone number for the reservation
The guests first and last name
If they have dined with us before
If this is a special occasion
Occasionally guests will have special requests, it is crucial that we type these requests into the general notes of the reservation in order to provide a good guest experience.
If a guest calls to make a reservation for a party of 9 or larger ask them their preferred date and time, then ask them to hold while you get a manager.
If a guest calls for a reservation outside, politely inform them that we do not guarantee outside tables, however, we will put in the request and do our best to accommodate it
If a guest calls regarding private dining, write all required information in the private dining book and inform them that the private dining coordinator will be in contact with them soon.
Seating Tables
While seating tables it is important to be aware of table numbers and always communicate with the coordinator. You will be given a chit for each table you seat. The chit will have the guests name, special requests and occasions, and the name of the server that will be attending to the table.
If a guest requests to sit a different table, politely ask them to follow you back to the host stand to check with the coordinator before moving their table.
Steps to seating a table
Receive the chit from the coordinator and check it for special occasions – if appropriate decorate the table
Collect the correct amount of menus
Call the guest’s name and party size on the chit and request for them to follow you
Escort guests at a comfortable pace to their assigned table, try to have a friendly conversation with guests while escorting them
Upon arriving at the table, pull out chairs for the ladies and indicate that this will be their table
After the guests have been seated, hand out menus to the children, followed by the ladies, then gentlemen
Announce the servers name
Remove any additional set-ups
Hand the chit to the appropriate server or a manager if you cannot find the server or if the chit does not have a server’s name on it
Your trainer will show you where to get decorations and cards, and how to decorate for special occasions. Your trainer will also show you how to collect additional set-ups and where to place them.
Taking To-Go Orders
When taking a To-Go order it is important to first ask for the guests first and last name along with their phone number. It is imperative to always ask for the guests phone number.
Ask the guests first and last name
Ask for a phone number
Take their order: Ask for temperatures when appropriate and ask if dressing should be on the side for salads
Enter order in POS: Make sure to add “To-Go” for each item ordered and add any special notes
Send order and print check
Ask guest if they would like complimentary bread
Take the guests payment
Have them sign the merchant copy and write your name on the bottom of the receipt afterword
Make sure everything is in the To-Go bag before giving it to the guest
Your trainer will show you how to enter orders on the POS system.
Practice
The remainder of your training today will be practical. You will practice seating guests, decorating tables, answering phones, taking reservations, and putting in To-Go orders with the assistance of your trainer.
Day 3: Gift Cards, Updating, Closing
Today you will learn how to properly document, make, and sell gift cards. You will also learn how to update tables throughout the restaurant and how to do the closing side-work.
Gift Cards
Documenting / General Information
Our gift cards can be used at any restaurants within our brand. They can be purchased online or at any of our locations. Our gift cards do not have an expiration date.
We keep track of all gift cards purchased in the restaurant in case there are ever issues or questions. To keep everything neat and organized there is a binder labeled “Gift Cards” that has a form which must be filled out by you and the guest every time someone buys a gift card. You should collect the following information:
The date of the purchase
The code on the back of the gift card
The amount being put on the gift card
The first and last name of the person purchasing the gift card
The purchasers phone number
A signature from the guest.
The name of the host who made the gift card
After collecting this information, you may proceed with making the gift card.
Making / Selling a Gift Card
To make / sell a gift card you should collect the following items: The gift card, a gift card holder, an envelope, the host card, and the guests form of payment. Once you have collected these items you may proceed to the nearest POS system.
The steps to making a gift card are as follows:
Swipe the host card
Select an empty To-Go slot
Type in the first and last name of the guest purchasing the gift card
Click “Done”
Select “Check Options”
Select “Sell Gift Card
Select “Open Amount”
Enter the amount of money the guest wants added
Select “Done”
Swipe gift card
Two papers will print, put the guest copy with the gift card and put the gift card into the gift card holder, then put the holder into the envelope
Select “Close Check”
Click on the appropriate payment type
Insert credit card if appropriate
Have guest sign the merchant copy
Staple the two merchant copy receipts together, write your name on the bottom, and place it in the cash register
Your trainer will show you a step-by-step walk-through on the POS system and answer any questions you might have.
Updating
Updating is important to ensure a smooth night. By updating a table’s status, the coordinator can know which course each table is on, which tables are bussing, and which tables are open. This helps the coordinator to decide which table to sit next and give accurate wait times.
Table Status
The status of a table lets us know what course a table is on. You will be able to change the status of a table while walking through the restaurant by using an iPad. The available table statuses are as follows:
Seated
Appetizer
Entrée
Dessert
Check dropped
Paid
Bussing
Finished
While walking through the restaurant you can casually look at each table as you pass and determine which status is most appropriate then update it using the I-Pad. Select the table you want to update, then click the current status. This will show you the other status options. Select the correct one, then click on the next table and continue updating.
Practice updating throughout the night with the assistance of your trainer.
Closing
The closing duties for the restaurant are as follows
Wipe all menus and put them away
Clean windows, counters, and phones
Refill business cards
Blow out candles at the host stand
Put away celebration cards and confetti
Clear all tables on Open Table
Pre-assign tables for the next day and give a list to the SA
Plug in all iPads
Check bathrooms
Wipe down highchairs
Throw out rosters and floor plans
Take out trash from the host stand and replace the bag
Take any cups back to the kitchen
Enter all credit tips
Sweep around host stand
Run checkout with a manager
Day 4: Coordinating and Review
Today we will focus on coordinating. You will learn more about rotation and pre-assignments. We will also review your previous training and revisit anything you are still uncomfortable with.
Coordinating
As the coordinator it is your responsibility to greet guests and keep track of reservations, special occasions and requests, walk-ins, wait times, and rotation.
Rotation
It is important to try your best to maintain rotation, however, our main priority is guest satisfaction. If a guest requests a specific table or server, we always to want to accommodate that request if possible.
Rotations is determined by the order the servers come into work. It is important to take not of servers as they come in to start an accurate rotation.
Open table will keep track of rotation as long as the servers are sat within their assigned sections. Otherwise, you may keep track of rotation in any way you are comfortable with.
Reservations
Always check reservations for special notes, requests, or occasions. It is your duty as coordinator to make sure notes and requests are acknowledged. It is also your responsibility to notify ushers when a table needs to be decorated.
Mark all reservations as arrived or partially arrived after greeting them.
If the restaurant is behind and there is a wait for reservations, you should inform guests as they come in and confirm the phone number associated with their reservation. Keep track of waiting reservations and contact them when their table is ready.
If a reservation has not arrived and it is 10-15 minutes passed their reservation time, you should call to confirm whether or not they are still coming in. If they do not answer or call back after 15 minutes they should be marked as a “no show”
Walk-Ins
We give priority to our reservations. If a walk-in comes in, check for availability before seating them.
If we do not have availability you can offer to let them sit at the bar or put them on a waitlist.
Waitlist
If guests come in and we need to put them on a waitlist, take all of their information the same way you would for a reservation. Give them an estimated wait time and call or message them when a table is available.
It is important to keep track of guests on the waitlist. Call the guest as soon as a table is ready. We cannot hold a table for longer than 10 minutes after the guest has been notified. If the guest has not responded after 10 minutes, notate it in their profile and move on to the next guest on the waitlist
Review
Review the following with your trainer and inform them of any questions you still have
Principals and promises
Hours of operation and happy hour
Roles and responsibilities
Opening side work
Open Table
Table numbers and seating
Phone etiquette and taking reservations
To-Go
Gift cards
Updating
Closing
Coordinating
After reviewing, spend the rest of the day performing each hosting role independently. Your trainer will provide you with feedback.
Welcome to the team!