Host Steps of Service

Question 1

Host Step 1/ Greeting

Answer 1

Welcome to Broken Spirits Distillery, how can I help you today?

of people = # of silverware

Question 2

What if you can’t find the reservation?

Answer 2

“Looks like
we’re setting up your party right now. Let me get you a drink at the bar while you
wait.”

Question 3

What if there’s no tables available?

Answer 3

“I have good news and even better news for you.

The good news is that it’s only going to be about a 10-15 minute wait.

The better news is that I’m going to buy you a drink at the bar on me.

Let me walk you over and introduce you to _______________ in the bar.” Then enter the name and party into your wait.

Question 4

Host Step 2

Answer 4

The runway walk

Never walk more than 3 steps in
front of your guests. Make small talk and smile throughout the process.

Question 5

Host Step 3

Answer 5

Engage all guests

1. On your way to do a restroom check? Smile and make eye contact with all guests
   within a 5 foot radius.
2. Bussing a table? Smile and ask the tables around if they need anything or how their
   meal is.
3. Rolling Silverware at the host desk? Smile and make small talk with guests on a
   wait or people walking by.

Question 6

Host Step 4

Answer 6

C – Clean the floors, toilet seat, and handles
L – Lift up any debris on the floor
E – Everything should smell clean. Use Febreeze
A – Always wear gloves and wash your hands
N – Never leave without checking all 3 restrooms and sign your checklist

Restroom Every 15 minutes

Question 7

Proper Phone Etiquette

Answer 7

Answer the phone within 2 rings

“Thank you for calling Broken Spirits, this is _______________
how can I help you?

“May I put you on a brief hold”.
- Guest complaints should be transferred to a manager immediately

If someone asks for a takeout order, say, “We actually have a much easier
way of doing takeout by going to our website
www.brokenspiritsdistillery.com and clicking on “takeout”

Question 8

Takeout Walk In Orders

Answer 8

Personally walk the guest to the bar and INTRODUCE them by name to the bartender in
charge of takeout

Question 9

Bussing Tables

Answer 9

Three Levels of Bussing
1. Clean the tabletop from end to end and reset the flower and table tent
2. Clean the chairs and under the table for gum
3. Sweep the floor

Question 10

Side work and Roll Ups

Answer 10

a. Rolling silverware
b. Cleaning the restrooms
c. Charging radios
d. Sweeping the floor
e. Folding merch
f. Selling merch
g. Resetting tables

Question 11

How do I get more shifts?

Answer 11

Sell Merch