Hosting is MUCH harder than it looks. However, with the right training in place, you can help hosts juggle their daily tasks with ease — and a welcoming smile for guests.
One of the most underrated roles in a restaurant? Manning the host stand. From answering incoming calls with a cheerful tone and managing reservations to seating guests in a timely manner in a way that doesn’t overload servers… It’s more of an art than a science. Many may consider hosting a beginner’s role, but, in truth, it’s a complicated position that requires multitasking, superior guest etiquette, and quick problem solving — all done with a welcoming, warm smile.Â
While hosting is a challenging role, training restaurant hosts can sometimes feel like navigating a high-stakes puzzle. Their role is critical to ensuring a seamless dining experience, yet creating a consistent and efficient training program across multiple locations can be a major challenge. Hosts must master a wide array of responsibilities within a short time frame. Relying solely on shadowing can lead to gaps in knowledge and inconsistencies in execution. In this guide, we’ll explore what to include in host training and offer actionable steps to develop a program that equips your team with the skills they need while maintaining consistency across every restaurant location. Are you ready to design an elevated host training program? Let’s get started.
In the fast-paced world of restaurant operations, your hosts are more than just the first faces your guests see; they’re the air traffic controller of the entire dining room. Without proper training, even the best-intentioned hosts can inadvertently cause disruptions, such as overloading servers, mismanaging reservations, or leaving guests waiting. For multi-location restaurants, the stakes are even higher. Consistency across locations is crucial to maintaining your brand reputation. However, without a standardized training program, each location risks adopting its own way of doing things.
A digital employee training platform can be the glue that holds your brand, your processes, and your standard of service together. An employee training program allows your team to understand more than just the mechanics of the role — they’re also trained on your restaurant’s values, expectations, and unique operational flow. Digital training provides an edge for your restaurant, including:Â
A well-rounded host training program covers not just the technical skills needed to succeed, but also the interpersonal and organizational aspects of the role. Here are some key topics to include in your training to set your hosts up for success.
Your hosts are the face of your restaurant, so their appearance plays a significant role in shaping guests’ first impressions. Training should cover your restaurant’s dress code or uniform policy, including guidelines on grooming, hygiene, and accessories. Emphasize the importance of presenting a polished, professional image that aligns with your brand (allowing for accommodations as needed).
Hosts serve as a bridge between guests, servers, and management, making teamwork essential to delivering a positive guest experience. Train hosts on how to communicate effectively with coworkers, prioritize fairness when assigning tables, and handle feedback from management. Role-playing exercises can be helpful in teaching how to mediate potential conflicts or respond to real-time changes, such as unexpected large parties.
Reservations management is a critical skill for hosts. Training should include how to use your reservation system to view, modify, and confirm bookings. Teach hosts to double-check special requests, such as dietary restrictions or accessibility needs, and to communicate these details to the appropriate staff.
A well-managed wait list keeps guests informed and satisfied during busy times. Train hosts to estimate wait times accurately, explain the process to guests, and provide updates when delays occur. If your restaurant uses a digital wait list system, ensure hosts are comfortable navigating the technology and entering guest information — such as name, number of guests, and phone number — quickly and accurately.
The way hosts welcome and seat guests sets the tone for their dining experience. Teach hosts to greet guests warmly, maintain eye contact, and use polite language. Include training on how to select the best table based on guest preferences and party size, and provide clear directions on how to escort guests to their table. Include specific details such as how to hand out menus, whether to pull out chairs for guests, and how to provide special accommodations for children.
Phone interactions can make or break a guest’s decision to dine at your restaurant. Hosts should learn to answer the phone promptly, speak clearly, and convey a helpful and positive tone. Training should cover answering common questions about hours, reservations, and menu items while escalating more complex inquiries to the appropriate person.
Hosts often serve as the first point of contact for guest complaints, so it’s crucial they know how to handle these situations calmly and professionally. Train hosts to listen actively, empathize with the guest’s concerns, and offer a polite resolution or escalate the issue to a manager when necessary. Practice the following scenarios to build confidence and ensure hosts can de-escalate tense situations effectively:
By addressing each of these areas in your training program, your hosts will be equipped with the skills and knowledge to excel in their role, ultimately contributing to smoother operations and improved guest satisfaction.
Training doesn’t stop after the first week; It’s an ongoing process that helps hosts refine their skills and adapt to the ever-changing dynamics of restaurant operations. Continuous learning ensures your hosts stay engaged, confident, and prepared to handle new challenges that come up on the dining floor.Â
Your continuous learning program should include the following components:
By fostering a culture of continuous learning, you empower your hosts to grow within their roles, contributing to the long-term success of your team and your restaurant.
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Mastering the art of hosting is no small feat, but with the right tools, training, and support, your hosts can become invaluable assets to your restaurant’s success. A comprehensive training program, paired with continuous learning opportunities, ensures your hosts deliver consistent, high-quality service across all locations. Ready to streamline your training process and empower your team? Discover how our employee training platform can help you create and deliver effective training that drives results at every shift. Get a demo of the platform and see how premade courses, our AI course builder, and employee performance reporting can elevate the entire training experience for your team. Begin elevating your restaurant by empowering your people.
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