Real Life Scenarios
You see a person walking towards the restaurant with a stroller.
What is, open the door for the guest
What are the dark boxes on the inventory view in Resy?
Those are the booking windows that show the online availability.
What are guest note cards?
They are cards we fill out to learn important information about our guests like birthdays, anniversaries, allergies and preferences
What is the corkage fee?
$35 for 750ml bottles (limit 2)
$70 for magnums (limit 1)
What's the first thing you should do when a guest walks in?
SMILE! : )
A guest comes in and mentions they’re celebrating a birthday. How do you make their experience special and memorable?
Find out who the celebrant is and wish them a happy birthday. Add a birthday tag and print the soignee for the server. Bonus* start a birthday card for them and deliver it by the end of their meal!
What is your role with Guest Note Cards?
Hosts need to confirm the identity of the (reservation) host upon check in and start a Guest Note card and add a brief description to a card that is delivered to the server after the guest is sat
A soignee is a paper that prints when all guests are checked into Resy. It can have important information about guests like birthdays, VIP status, notes about past visits, allergies and other useful info
What should we say to each guest as they leave?
Bye, Thank you for coming, Have a Great Night (Day) (anything!)
A customer claims they had a reservation, but it’s not in the system. How would you navigate this situation?
Search for the reservation using their phone number. Ask if there's another name in which the reservation could have been made. Assure the guest that we can get them a table asap. If theres a table available, get their phone number and sit them as a walk in.
Where should you look to find availability for a guest?
Use your restaurants floo rplan or the inventory. DO not go to Resy.com to look for availability.
What kind of info have we learned with Guest Note Cards?
Birthdays, anniversaries, pre
Orders can be placed on our website, Toast, Doordash, Ubereats and Grubhub
A guest is walking very slowly to the table. What do you do?
A table with an out-by is out of time and you have reservations waiting to be seated
Alert a manager so they can check in with the guest and get the table back
How would you check to see if you have availability for a walk in?
Use your booking windows. Look or openings in the book and make sure the turn time will accommodate the party size
Why do we need the hosts to help with Guest Note Cards
It helps us get more accurate information
What do we say instead of "no problem"
We say "my pleasure"
Why is gum not allowed at the host stand?
Because its a healthcode violation
Matt has the front section; he was sat 3 times back to back. An elderly couple who has a hard time walking comes in. Zara's section is next to be seated but her section is at the very back of the restaurant; the only other table available is in Matt’s section. Where would you seat the guests and why?
Seat the guests in Matt's section and alert a manager asking them to assist Matt.
A guest walks in and is requesting to increase their table significantly but you have no availability. How would you handle this situation?
Quote them a wait time that the table will be available and take them number to add to the waitlist
Describe the perfect Guest Note
there is a soignee attached, a brief description is added, all cateogries are filled out with useful information
The Looker Report is a breakdown of the shift by day, cover count, flow, VIP's and events
everyone!