15 Golden Rules

Hostess Standards

  1. Immediate guest recognition: Acknowledge every arriving guest promptly, even when assisting others. 

  1. Efficient seating management: Seat guests within expected timeframes while maintaining smooth service flow. 

  1. Accurate reservation handling: Confirm guest name, details, preferences, and table readiness without error. Inquire or comment on occasion and party size appropriately. 

  1. Clear wait time communication: Provide realistic waiting times and manage expectations with transparency. Share refreshment offerings. 

  1. Seamless guest escorting: Guide guests to the table at an appropriate pace, ensuring comfort and ease. 

  1. Table readiness assurance: Ensure table is fully set, clean, and prepared before seating guests. 

  1. Flow & coordination control: Communicate and coordinate effectively with service team to balance sections and timing. 

  1. Professional first impression: Maintain a composed, polished presence that reflects the restaurant’s standard. 

Global Standards

  1. Guest acknowledgment: recognise the guest by name, identify guest preferences, and create meaningful connections.

  2. Eye contact: Maintain natural, confident eye contact to show presence and respect.

  3. Smile and say “bom dia”: this is our meaningful warm interaction towards all.

  4. Body language: Upright posture, calm movements, and composed, confident presence at all times.

  5. Interaction/Engage with guests: identify golden nuggets and gather feedback.

  6. Close every interaction with “thank you” and a wish: always thank a guest or employee and say something like, "Wishing you a great week ahead!"

  7. Service recovery & communication excellence: Take ownership, resolve issues promptly, and communicate clearly with warmth and professionalism. You should say “certainly, let me come back to you...”