Host Meeting Notes Spring 2014

Host Meeting Notes Spring ‘14

PATIO

POLICIES

• Cap all parties at 10 people
• Dining required at all times (if drinking)
• Patio closes at 11PM, we stop seating at 10PM
• No smoking
• No alcohol unless sitting at a table. Guests cannot wait at the benches with a drink (water OK)
• No dogs on the patio (service dogs OK with license) (dogs OK if outside the patio barriers

RESERVATIONS

• May request patio but not guarantee it. Must be very clear about this. We will decide day-of where to put them based on our availability at that time. If there is no space outside and they insist on sitting on the patio, we can put them on the waitlist.
• Cap reservations requesting the patio at 10 people

SET UP

• Set up with: Menus, Cordless phone, Floor plan, Waitlist, Reservation book, To-Go pouch, Notepad, Pens, Business cards, Rag, Windex, Rollups
• End of night: Bring everything in. Charge the cordless phone in the office.
• Keep the host stand clean and tidy. Wipe it down every few days

WAITLIST

• Only one waitlist for entire restaurant (Inside, Outside, First available: always mark which one)
• Two hosts: One runs waitlist (never leaves host stand), Second host does open menu counts, seats guests, keeps track of which tables have checks/dessert/etc.
• Be extra diligent about making sure guests have closed out checks. If they want to transfer, over communicate this with everyone involved. If they are going from the bar to the patio, they must close out, no transferring.
• If it looks like it is going to rain, stop seating inside. Have servers check if any of their tables would like to move inside and tell them which table to take them to. They have priority, and then walk ins. Servers should not move anyone inside without asking a host first. Tell the kitchen and bar any time a party moves inside. If a party insists on sitting outside (and we haven’t closed the patio), be clear that we cannot guarantee a table inside later.

OTHER IMPORTANT THINGS

• Give frequent open menu counts to the kitchen. This means how many menus total are at tables on the patio. Go to the pass to tell them so the bar can hear as well
• Extra communication with to-go orders, and don’t forget the boxes!
• No more than 3 tables pushed together for large parties.  1-4 people: 1 table (5 OK but ask first) 5-8 people: 2 tables. 9-10 people: 3 tables.
• Be aware of “back bay playas” and tell a manager of any incidents. Call Tent City if necessary
• Remember inside reservations and make sure everyone knows if a table is being held. It can be easy to forget about the inside when only the patio is busy and a server may have sat a party at a table you need. Over communicate and check inside often.
• Make sure you have enough menus for that shift before it starts
• Deliveries go around the patio (not through) to the back door.

We need to work on …

RESERVATIONS:

• Check the reservation book EVERY shift.
• It is the AM host duty to confirm reservations. Make sure any AM calls for reservations are confirmed that same shift. There should be zero “awaiting confirmation” reservations when the PM host arrives.
• We will now reconfirm all reservations day-of. Reiterate that we can only hold the table for 15 minutes,  split the check up to 4 ways, and double check that a high top is ok (unless requested a low table already)
• Large Parties: 8+: need manager approval/confirmation. 15+ for full dinner: take down email address and explain prix fixe menu/ preordering.  Cocktail hour: explain community table and stress that they may only order through the server, full dinner at 7 (exceptions on case by case basis)
• If a PM host receives a call and is unable to confirm it with the guest because it is too busy, make sure a manager has approved it and write a note in the planner if it is too late to call the guest back so the AM host knows to call back and confirm it.
• Date and initial everything. Do not forget to write when you have day-of confirmed a reservation.
• If possible, seat tables in 1.5-2hour chunks of time before a reservation. (Ex.  9pm reservation: seat around 5 so you have time to seat it again at 7. Do not wait until 7 to start thinking about it)
• “Awaiting confirmation”: a guest has requested a reservation and knows it is not set in stone yet. “OKed by mgr”: Still not confirmed with guest, but can call the guest to confirm. “Left a message”: Left a message requesting a call back, still not confirmed. “Confirmed”: the reservation is happening. “15 min hold/4 checks/high-top ok”: should be written when this is told to the guest with initial and date. Tell them to call if they are running late. “Day of confirmed”: they have been called and gone over number in party, time, 15 min hold, etc.

USHERING TO BAR

• Make guests feel welcome by walking them to the bar, or at the very least telling them they will be more comfortable on the far end of the bar. Anywhere but the pass.
• Two hosts: One host runs the waitlist; Second host immediately guides them to somewhere where they can stand with a menu.

CLEANING MENUS

• From now on, it will be part of the host duties to clean the menus for the next shift. If it is a slow day, feel free to wipe down even more than that.

PLANNER

• PM host write down unconfirmed, approved reservations for AM host to call.
• Write down all lost and found items

OTHER THINGS

• Borrowing things from Coda and vice versa: make sure a manager is always involved and in the know.

Host Dress Code

• No Tube Tops, Spaghetti  Straps, or cropped shirts
• Shirts cannot be too low cut
• Undergarments cannot be showing
•  No T shirts, sweatshirts, and shirts with logos
  • A t shirt under a jacket/sweater is ok
• Jeans/pants cannot have rips/holes and must be hemmed
• Skirts and shorts cannot be too short
  • Mid-thigh or longer
• Leggings are appropriate under dresses, long tunics or shirts, and/or long sweaters/jackets
   
  Please let me know if you have any questions/concerns!