Hostess should be well groomed and be present at all times during working hours at the entrance of the restaurant. She should acknowledge guests arrival with a bright smile on her face and pleasant eye contact, while stepping forward towards the guest. Hostess must greet guests by their names (if available) with a courtesy bow. Children should be acknowledged and greeted individually by name (if available).
If guests name is not known, hostess should confirm name by asking politely “You are Mr. or Mrs.…?”Once the name is known, she should say:
“Welcome to (name of outlet), Mr./s (name of guest)”.
Hostess will escort guests to the table, showing the way to guests with open palm hand, while walking side by side or at a slight distance in front, by saying: “This way please, Mr./s (name of guest)”. Hostess must suggest aperitif by saying: “Would you like to sit at the bar for an aperitif first or would you prefer to go straight to your table, Mr./s (name of guest)?”
She should follow the guests response and acknowledge by saying: “With pleasure Mr./s (name of guest), this way please”Hostess should enquire about guests preferred section of the restaurant, by saying: “Would you prefer a smoking or a non-smoking section of the restaurant, Mr./s (name of guest)?”
Hostess must engage in a light conversation tone with the guests while escorting them. It should be natural and conversational way (not overburdening with excessive conversation – conversation could be on guests stay, which activities guests have enjoyed so far, etc.)
Hostess must pull out the chair lightly from the table, and offer them to sit. Disabled persons should be approached first, women and then men.
Hostess should assist the guests such that they are comfortable and should push the chair gently forward and ask: “Please Mr./s (name of guest), are you comfortably seated?”
Hostess should unfold napkin on the guests lap, from the right hand side, ladies first then gentlemen, with a smile and eye contact.