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Chapter 3-Lesson 2

The document discusses protocols for welcoming, escorting, and seating guests in a restaurant. It provides details on greeting guests with a pleasant attitude, warm smile, and eye contact to make them feel welcome. Guidelines are given for verifying reservations, finding available tables, and seating guests in a way that considers factors like party size, noise levels, and customer preferences.

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Ma. Rochelle Cabrales
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124 views16 pages

Chapter 3-Lesson 2

The document discusses protocols for welcoming, escorting, and seating guests in a restaurant. It provides details on greeting guests with a pleasant attitude, warm smile, and eye contact to make them feel welcome. Guidelines are given for verifying reservations, finding available tables, and seating guests in a way that considers factors like party size, noise levels, and customer preferences.

Uploaded by

Ma. Rochelle Cabrales
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Lesson2: PROTOCOLS IN WELCOMING,

ESCORTING, AND SEATING GUESTS


TECHNICAL TERMS
 Back-of-the-house – area in the restaurant hotel where guests do not
have access such as the kitchen, break room, and changing areas;
employees who work in this area like cooks, expediters, and dishwashers
are usually unseen by guests.
 House- the entire dining area
 Maitre d’ – the headwaiter; a French term that means master of the hotel
 Proprietor- the person who owns the business
 Welcome gesture- the act of welcoming a person in the establishment
WELCOMING GUESTS
Welcoming guests is a skill that everyone in the restaurant,
including the proprietor, front-of-the-house, and back-of-the-house
staff must learn. Basically, greeting the guests must include the
following.
a. Pleasant attitude- a respectful and courteous manner should be
shown to guests as soon as they enter the establishment. A
pleasant and friendly attitude must be observed. Remember to
avoid unnecessary conversation because it leads and encourage
familiarity.
b. Warm smile- a genuine smile can help guests develop a
positive impression among guests. Welcoming guest with a
smile demonstrates that a server is approachable. This makes the
guests comfortable to ask questions or request from the server.
c. Eye contact- good eye contact shows the sincerity of
servers in welcoming the guests. It is one of the best ways to
establish rapport to guests.
d. Welcome
-to set a positive tone for the entire transaction, a good
greeting is encourage. It does not have to be lengthy.
Welcome statements must be brief and meaningful. Always
greet the guests with a pleasant smile and nod. Use
appropriate greetings such as “ Good morning, “Good
afternoon, “ Good evening”, followed by Welcome to (name
of the establishment). If possible. Address guests by their
names. Remember to keep the greeting short yet meaningful.
ESCORTING AND SEATING GUESTS
Once you have greeted the guests and made them feel welcome, the
next thing to do is to escort and sit them. To escort a guest to their table
and help them be seated are essential in making them feel welcomed.
Initially, ask the guests if they have reservation. If they have, verify
the reservation by asking the guests name and check it against your
record on the booking form. Lead them to their designated table.
If they do not have reservations, begin by asking them how many
seats they need. You may say “How many are you in your party? Or “
Table for how many ma’am/sir? “ If the guests arrives alone, you may
say “ Table for one?” instead saying “ Are you alone?” If there are
clean table available, take clean menus and lead the guests to the table.
Tips when Escorting Guests
 Follow the steps listed below when escorting guests to their seats.
1. If the guest informed you about their reservation, check the
restaurant layout for their reserved seats. Escort them to their table
by saying: “ This way please.”
2. If the guest does not have a reservation, begin by asking how
many they are in the party. Check for available table that can
accommodate group and lead them to the table.
3. Walk ahead of the guest when ushering them to their table. Do
not get too far because they may sit on seats you have not prepared
for them.
4. If the maitre d’ is not available, the manager may assist the
guests.
Tips when seating Guests
 The tips below will guide you in seating guests.
1. As much as possible, try not offer the four seat table to a party of one or two.
This may be done where there are no smaller tables available.
2. For loud and noisy parties will not cause disturbance to other guests, place
them in private rooms or towards the back of the dining room.
3. Young couples prefer quiet corners or a spot in the dining area with a nice
view.
4. Well-dressed parties may be an asset to your establishment. You may sit them
at the center position.
5. Try to accommodate guests requesting for a specific table in the dining area.
6. Seat the ladies with the best view.
7. Help the guest pull out their chairs and pull tem back as they sit.
Activity 1.1

A. Draw a layout restaurant. Then identify ten best seats.


Label them with numbers 1-10, with 1 being the highest
and 10 being the last on the list.
B. As a group, make a short video presentation in a
restaurant wherein you need to perform Welcoming,
Escorting, and seating guests. Be guided by the lessons
presented.

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