Moments That Matter
How many integral parts are there to a guests dining experience that a HOST has control of?
What are the responsibilities for the opening host?
Installing the batteries in the Aussie Tablemates, getting the host stand set up and presentable, turning the lights on at the host stand, making sure bathrooms are presentable and have paper towels, soap, and toilet paper in all their spots, turning the TVs on, and setting up the foyer and signs outside.
True or False: We Take Reservations.
False.
How many different roles are there for the host?
A. 1 B. 2 C. 3 D. 4
D. 4
What is another name for the host commitment and purpose?
The Authentic Service Purpose
True or False: You should be swinging the door open for the guest when they arrive AND leave
TRUE.
But why?
When should you sweep the front lobby and foyer? Who should be sweeping the front lobby and foyer?
At the end of the night and throughout the day.
All hosts should be taking accountability on making sure the floor is swept and maintained.
When do we need to get a manager involved for parties?
Once there is a party of 8 or more.
As a Host, what emotion should we always be focusing on to make the guests day better?
A. Hunger B. Happiness C. Hospitality
C. Hospitality
What is a self-commitment that a host should always have at the top of their mind before entering the building?
Self-hygiene, cleanliness, and clothing that is still up to standards.
What is the expectation for a greeter when it comes to the door?
A. Nothing, the guests can open the door themselves
B. Swing the Door open with enthusiasm and welcome them into Outback
C. Double swing BOTH doors open and have a whole party in the foyer for the guests to show your enthusiasm
B. Swing the Door open with enthusiasm and welcome them into Outback
Who is in charge of making sure the bathrooms are clean and there is no extra debris on the floor?
ALL HOSTS, not just the opening and closing hosts.
Why do we never tell a guest "no" directly over the phone. What is this a belief of for Outback?
Answers Vary
We are there to make the guests day better, and we should always be using the mentality of No Rules, Just Right to make it happen.
What role is a host assuming if they are at the host stand, maintaining the wait, and giving accurate quotes over the phone and to guests?
The Coordinator
What does it mean to know your 2-4-6? What does this do when you are the only host on the floor?
2-4-6: Knowing where your next two top, 4-top, and 6-top tables will be sat and whom they wil be sat with.
This helps ensure the guest has a smooth and easy transition into their dining experience and it ensures that you won't be looking at the host stand, unsure of where to sit a guest which limits additional people standing at the stand.
How many steps are there for a host to make sure we nail the guest experience?
A. 6 B. 8 C. 10 D. 12
C. 10
Also, what should the closing host do before they leave in regards to the manager?
1. Checking the outs of the hosts to ensure they are done to exacting standards.
2. Checking out with a manager to make sure all responsibilities have been taken care of, including taking care of the lights, resetting the host stand, and turning off the tvs.
Why is it important to ask about special occassions, children menus, high chairs, and preferences for a guest if they are doing a call ahead?
It gives the host an idea of where to sit and can help get a potentially larger table ready and set up prior to the party getting here.
Which one of these describes the role of the GREETER?
1. Smile at the guest and speaking first
2. Walking at a Customers Pace and talking to them along the way to the table
3. Maintaining the wait and giving accurate quote times.
1. Smile at the guest and speaking first
When a guest has less than an ideal experience with us, what acronym should you use to make them feel better about their experience? What does it stand for?
A.R.M.
Acknowledge, React, Manager Involvement
What is the order for the steps that matter when it comes to GREETING The guests?
1. Speak with a smile and have genuine conversation
2. Swing the door open for Guests and welcome them to Outback
3. Remain Table ready with menus and Server's Name
4. Make a memorable first impression.
First (2), Second (4), Third (1), Fourth (3)
When a host is cut, what are they reponsible for?
Silverware rolling to get the closers caught up, checking in on the bathrooms and making sure that there is toilet paper, paper towels, and soap in each area, talking to the hosts about what they did, and sweeping the front lobby and foyer of any dirt and debris that is there from the dinner rush.
What is the difference between a Call Ahead and an Advanced Call Ahead? How do call aheads help a host be aware of possible quote/wait times?
A call ahead is for the same day, typically within the next 20 minutes. An advanced call ahead is for longer than 20minutes and can be notified months in advance if a guest wanted to call then.
You are about to seat a table of five and you notice that one of the guests is in a walker and struggles to move effectively when they got up. The coordinator is wanting you to sit the group at a booth far from the door and away from the restrooms but we are busy and there is not a lot of other tables that can take a party of 5 and the coordinator does not want to double sit. What should you do?
Express your concerns to the coordinator, use No Rules, Just Right and get the guest sat at a more comfortable spot closer to the front of the building and bathrooms, if applicable. Then get a manager involved to let them know of the double sat server.
What is the host commitment and purpose?
Purpose: "I will ensure a memorable experience that makes each Guest's day better....
Commitment: "...by smiling and having genuine conversations with each Guest."