Hostier

As a waiter or waitress of THE CHINESE BUFFET, you are the first and last person guests see at a restaurant. Because of this, you must always be on your A-game. Keeping the restaurant orderly, making sure guests are happy, and keeping track of what’s going on at each table.

To be a great waiter or waitress comes with many years of experience, learning and self improvements.

The basic greeting can be referred to in Staff Training level 1 and 2. However, at THE CHINESE BUFFET, the Chinese greeting phase of ‘Ni Hao’ should be used to greet customers through the doors as same as it is used when answering the telephone.

Whatever the amount of experience you have, the followings are some fundamental points we can take for reference to improve our skills on being a great hosting individual.

• Keep track of each station. Make a chart of each server's station, and what tables are in it (also learn the table layout by heart). Review all reservations for your shift, and assign suitable tables for each. Keep note of how many people are in a party, what time they arrived, note down which party has paid a deposit, and which table they are at. Ask if the customer has bought with them the deposit slip at an early stage so you have time to check in the case that they have forgotten, and not keep them waiting when they come to pay the bill afterwards. Also keep note of who is still there so that servers do not become overwhelmed.

• Be aware as guests approach the restaurant. If you are busy with another guest, acknowledge the guest by saying, "I will be right with you," make eye contact, or a simple hand gesture also works.

• Greet them with a smile and welcome them to the restaurant. Remember, you are the first and last chance for the restaurant to make a good impression.

• Find out how many people are dining. If there is a wait make sure to get everyone's name in right away so they do not feel ignored. Guests will normally ask for a time frame. Never try to give a specific time. And never ask the guest to take a seat at the waiting area until you have checked! [Psychologically, guests would expect a table if you asked them to sit down and not turn round after 5 minutes and to be told nothing is available! And chances are, you might forget about them during  busy times!] Tell them an 'estimated' time. Look at the wait list and add 5 minutes for each party of the same size. For example, If 6 parties of 2 are on the list, the estimated wait time would be 20 minutes for another party of 2. Guests are generally impatient, and will find somewhere else to dine.

• After greeting the guests, look at the SIZE of the largest member of the party and assign the seating with that in mind. DON'T put them in a small booth! Also, a guest that has trouble walking should be given a seat as close to the buffet station as possible.

• When figuring out where to seat them, rotate the stations. Distribute the tables evenly among the restaurant layout but also keep in mind how many large parties they have or have had. Try not to seat any two parties too close together when it is not necessary. And the rule of not breaking a line of tables unless you have to do so, can help with your back up plan as you should always have one from the beginning on busy nights. Since very often guests are late, especially with large parties.

• Depending on the branch operation, guests may be passed to other members to show them to the table allocated, but always let them know whom they are guided by. For example, ‘Kristy will show you to your table, enjoy your meal’ 

• Make sure check with the station server, that the table is ready and set before guests are shown through. If not, get the napkins/silverware, or give the table a quick wipe down with a clean, wet cloth. If it is too messy to prepare in a short amount of time, seat them somewhere else and make sure the mess is dealt with as soon as possible.

• Be prepared to get some things for guests, water refills, utensils, napkins... If a guest does ask for something else, inform the guest that you will let their server know.

• Walk the floor! The only way to know the progression of tables is to see how many tables are on dessert, if they have paid their check, etc. If you need tables, let the servers know and see if they can accommodate. You are on the same team!

• Help to clear and set tables when necessary. If there are customers waiting for tables, the more hands helping to make that happen, the better.

Conclusions and don’ts

• If you're having a bad day, don't let that reflect in your service. Leave all emotions and your ego at home.

• It is your job to make sure that the restaurant runs smoothly and that all of the guests are happy. How can you accomplish this? By bringing your level of professionalism up to its highest standards.

• Do not flirt. Do not text. Do not swear. Do not chew gum. Do not groom or apply makeup in front of guests

• When your guests leave, thank them sincerely, and genuinely tell them that you would like to see them return.

• Do not gossip with co-workers about other co-workers or guests. You are a neutral ambassador.

• Remember to look and act polished, friendly and calm. Do not act bored, loud, vulgar, snobby or bossy.

• Be aware of what is going on in the kitchen, in each of your servers' stations, and at the bar. As the shift progresses be aware how your actions impact the whole team.