14 September, 2007
Categories :
FOH
Restaurant Operations
FOH
Restaurant Operations
Top 10 Reasons To Take A Sledgehammer To Your Host Stand
I hate most host stands with a passion - and the whole host situation in general. This is the most critical station yet the most abused by operators and managers. Here are my top 10 reason why. Feel free to add yours if you’d like.
- It accumulates clutter that is an eyesore.
- It does not have any functional utility for the guest.
- It allows staff to hide from the guest.
- It forces the guest to come to you, and not the other way around.
- It becomes a hub for business other than the business of the guest.
- It becomes a leaning tool and not a Hosting [verb] tool.
- It will force you to talk to your guests and actually be the Host [verb] for the guest experience.
- It will force more physical contact with the guest and thereby a more meaningful greeting.
- It will allow the guest to take in the whole show as they enter and immediately be caught up in the experience more.
- Because you don’t have one at your house when you host people there!
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Great list !
That is one of the reasons I don’t like Host stand based reservation/ dining room software (OpenTable) to many hosts hide behind a screen and don’t interact with the guest.
Lose the computer !
Another issue (if a restaurant has a Host stand) is not managing it correctly. Having 10 hosts behind a 4ft. desk isn’t going to work for obvious reasons.
1. Assign (1) Host to man/manage the floor plan/board
2. Assign specific “runners” (that can follow directions)
3. Make sure they know what their role is during service and do not allow them to manage themselves.
To often I see poorly trained Hosts greeting guests- Is this the first impression you want your guests to see ?
It’s one of the biggest reasons I hate OpenTable. You make great points Gary. I’d add…
1. Poorly trained often means ‘no training’.
2. The Host/Manager needs to be paid what they’re worth. You can’t build a better guest experience unless you’re willing to pay for it as much as you do your better food.
3. Don’t hire ‘runners’ or other ‘Host support’ positions. They’re either all capable of executing the guest experience or they’re not.