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a question and the host doesn t know the answer, he or Organising the Dining Room 91 she will have to find out the answer and return to the guest with it. Preparedness Nothing is more frustrating for guests than to have to wait for something: a reservation, food, or drinks, The host has to be ready to accept guests into the dining room at its stated opening time. If a guest is promised a 3 P.m. reservation, then the table should be ready for them at 3 P.M. Preparedness is the act of planning and organising all equipment and supplies so the guest will not have to wait for service. Procrastinators do not belong in the hospitality industry. The host should have a plan for each situation and be considering alternative plans in case of a problem. Quietness A good host is always available when needed. However, the host has to be aware of the proper time to talk to guests and when to leave them alone. When talking to the guests, it is done in a nice manner, not in a loud or boisterous one. The host must act with dignity, and do the job quietly. Sensitivity Restaurants are where many special occasions are celebrated, such as engagements, wedding anniversaries, births, and job promotions. Unfortunately, it is also the place where many marriages and relationships are ended. People often choose a restaurant in which to tell their spouse or lover that the relationship is finished, because they think that the hurt party will not make a scene in so public a place. The host has to be sensitive to the needs 92 Banquet Management and Room Division of the guests and observe their actions to determine how much attention they want from the host. Sensitivity is a two-part trait: first to observe what is occurring between the guests or to the guests, then act appropriately. If the guests have just become engaged, congratulations should be offered. A dessert or drink may be offered, compliments of the restaurant. If the couple obviously is having a fight, then staying away from the table is best. Going to the table asking how the food is would not be appropriate. That would show a lack of sensitivity. Skill A skillful host knows how to work the floor. He knows how to obtain the most efficient or effective use of the tables in the shortest period of time. The skillful host knows how to keep the guests happy and how to motivate them to return. Skill also involves making salads tableside, carving meats and poultry, and pouring wine. Tact The ability to say the right phrase at the right time without offending the guest would be a definition of tact. Saying to a guest, Where have you been, I haven t seen you in a long time, can be interpreted by many guests as tactless. A more tactful way of saying this would be, It s nice to have you patronise the restaurant, we re glad to have you here again. This says the same thing, but it will not offend the guest. Tact is also involved when inquiring about the guests or their families. The host has to be aware of what is happening in the community. Reading the local newspapers will give the host information needed to avoid embarrassment and appearing tactless. Organising the Dining Room 93 Productivity Productivity is defined as the ability to get the maximum amount of tasks accomplished in the shortest period to time. There are times when the host must take reservations, greet guests, take their orders, and return to their table to see if the meal is to their satisfaction. In addition, the host must monitor the service staff s performance, seeing that the sidework is being done and that the dining room is operating to its maximum potential. Persuasiveness This is another important behavioural trait, especially when dealing with guests who have problems. Persuasiveness could he used to convince the guest to take a different table, or to take a different time because the restaurant is sold out (booked solid). Convincing the guest to change his or her mind about something requires persuasiveness. There are many more behavioural traits that the reader will be able to identify; however, an individual has to exhibit some, if not all, of the traits stated above in order to be an excellent host. RESPONSIBILITIES OF HOSTS In order for any restaurant to run efficiently, the host must be prepared. The key to having a successful restaurant or banquet are the five Ps of management: Prior Planning Prevents Poor Performance. This phrase and the meaning of it are important for all restaurant employees. However, this philosophy is especially critical in the host s job. The five Ps of management mean that if all tasks are planned in advance, problems will be kept to a minimum. Therefore, a plan is needed to use before each meal period. By completing it, 94 Banquet Management and Room Division the host ensures that the restaurant is prepared to accept guests. The following are some examples of what items may be on the checklist and why they are important. The list should include checking both the men s and ladies room for all paper products and for cleanliness. If the host does not do this, it will have to be attended to during a busy time, taking valuable time away from the guests. Another important area to check is the physical cleanliness of the [ Pobierz całość w formacie PDF ] |