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I hate most host stands with a passion – and the whole host situation in general. This is the most critical station yet the most abused by operators and managers. Here are my top 10 reason why. Feel free to add yours if you’d like.
More On Hostesses…
Jeffrey is a 30 year veteran of creating, operating, Coaching and consulting with successful restaurant & hotel concepts that include national, international, franchised and independent brands. He is also the president and founder of Summers Hospitality Group a full-service, national and international, Restaurant & Hospitality Coaching and consulting firm based in Fort Worth, Texas. Besides helping clients achieve success by working with them one-on-one, Jeffrey frequently speaks at and attend numerous industry events as well as at local, state and national small business groups in order to share his passion for the business of food and hospitality. You can call Jeffrey toll free at 888-9988-SHG (744) for a free consultation or email him using the form below.
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Jeffrey Summers Apr 12 2009 - 7:53 pm
It’s one of the biggest reasons I hate OpenTable. You make great points Gary. I’d add…
1. Poorly trained often means ‘no training’.
2. The Host/Manager needs to be paid what they’re worth. You can’t build a better guest experience unless you’re willing to pay for it as much as you do your better food.
3. Don’t hire ‘runners’ or other ‘Host support’ positions. They’re either all capable of executing the guest experience or they’re not.
Gary Tripp Apr 12 2009 - 7:19 pm
Great list !
That is one of the reasons I don’t like Host stand based reservation/ dining room software (OpenTable) to many hosts hide behind a screen and don’t interact with the guest.
Lose the computer !
Another issue (if a restaurant has a Host stand) is not managing it correctly. Having 10 hosts behind a 4ft. desk isn’t going to work for obvious reasons.
1. Assign (1) Host to man/manage the floor plan/board
2. Assign specific “runners” (that can follow directions)
3. Make sure they know what their role is during service and do not allow them to manage themselves.
To often I see poorly trained Hosts greeting guests- Is this the first impression you want your guests to see ?
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