I recently paid a visit to a lovely, local sit-down dinner restaurant. It was a cold winter night and we walked in with heavy winter coats. We waited several minutes to be greeted. The hostess escorted us to our table. Only problem was what about our coats? They have a dedicated coat room, yet all the other guest’s coats were hanging on the back of their chairs with some half on the floor, half falling off the chair. I sat down and hung my coat on my chair, but somehow It just left a bad feeling for me that all the wonderful professional staff at the establishment let this happen. This was not a fast casual place and absolutely everything else was excellent. However, when we walked out the door there was no one to say goodbye or thank you.
First impressions are the most important and the problem is easy to solve. Proper Training is the key. Many restaurants put the newest staff member or part time hostess at the front door thinking this is the best way to integrate them into the dining culture of the operation. This is very true but they forget to explain to them just how important their role is. This person often is responsible for two of the Four Touches to guest for a successful restaurant business. More on my /blog/is-todays-technology-in-foodservice-really-doing-your-operation-a-service