Nicholsons Restaurant Greeting and Seating

Greeting Customers

• Greet customers with a warm, genuine smile and a friendly verbal greeting within 30 seconds of their arrival.
• Ensure all front-of-house staff are neatly dressed according to the dress code, contributing to the first impression.
• Any available staff member should step in to acknowledge guests if all hosts are busy.

Managing the Wait

• Be honest and accurate when informing guests about wait times.
• Offer alternatives for lengthy waits, such as seating in the bar area or providing menus to look over.
• Ensure guests are comfortable while waiting, offering to take coats, suggesting comfortable seating, and providing water or directing them to the bar.

Seating Arrangements

• Ask guests about seating preferences and try to accommodate them whenever possible.
• Be aware of the needs of families with small children, elderly guests, or those with disabilities.
• Use a seating chart and rotation system to evenly distribute guests across different sections.

Providing Menus and Initial Information

• Provide guests with menus promptly once seated.
• Offer a brief overview of specials or recommend popular items to help guests start their dining experience.
• Take a drink order shortly after seating to enhance the guest's experience and allow them to peruse the menu more comfortably.

Special Requests and Accommodations

• Train staff to ask about and sensitively handle dietary restrictions or allergies.
• Add personal touches for regular customers or those celebrating a special occasion, such as acknowledging the event or selecting a preferred table.

Taking Food and Drinks Orders

• Ensure staff have thorough knowledge of the menu, including ingredients, potential allergens, and preparation methods.
• Hold regular training sessions to update the team on new items and seasonal changes.

Preparation and Knowledge

• Be prepared to inform guests about daily specials or recommended dishes.
• Explain what makes these choices unique to encourage interest.

Approach and Engagement

• Approach the table as soon as guests seem ready to order.
• Maintain a friendly demeanor and make eye contact, showing enthusiasm when discussing menu items.

Taking the Order

• Utilize tablets or digital ordering systems to input orders directly into the kitchen's system.
• Repeat orders back to the guests to confirm accuracy.
• Carefully note any modifications or dietary restrictions, clarifying any ambiguities with guests.

Upselling Techniques

• Train staff on effective upselling techniques to enhance the dining experience.