Hostess Training Topics

HOSTESSING TRAINING TOPICS

Discuss each point from the host/ess job description. Each host/ess will sign the job
description and this will be attached to his/her life.

Best Practices
• Restaurants are encouraged to install online reservation system such as
OpenTable.com
• A dedicated host/hostess is at the hostess desk during all peak meal times,
except when seating guests.
• The restaurant has a standard greeting established that welcomes guests and
acknowledges that the host or hostess is happy to welcome them. E.g., “Good
(time of day). Welcome to (name of restaurant). Thank you for joining us.”
• Business cards
• To-go menus/mini menus
• Candies
• Mobile phone
1. Greeting Guests:
• Call guests by name, if possible
• With a smile and friendly attitude
• “Good morning,” “Good evening” NOT “Hi” or “Hello”
• Ask how many in the ‘party’ (how many total guests)
2. Host/ess Desk:
• Always kept well organized and tidy
• Have all set-up:
• Clean and in good condition: menus, wine list and beverage list
• Telephone
• Toothpicks, wrapped
• Pens (Marriott)
• Comment cards
• Interdepartmental phone directory
• Emergency telephone numbers
• Reservation book/Open Table functional

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 Hostess Training Topics

• Floor plan
• Credit card back-up material
• Note pad
• Wrapped toothpicks
• Birthday candles
• Garbage can
• Daily event sheet/Banquet event order
• Rooming list
• CIA (cash-in-advance, for guests who cannot charge to the room) list
Never use the host/ess stand as a barrier between you and the guest.
3. Handling and Taking Reservations:
• Ask name, date, time, which restaurant, how many people in the party, any
special requests (like no smoking or a window table or a quiet place, etc.),
input all information into OpenTable online reservation system or write all
information carefully in reservation book and sign guest name.
4. Eye Contact:
• always watch each other or servers so you can use signals to make your job
more effective.
5. Waiting List:
• Handle guests gracefully
• Invite them to wait in the lobby bar or the other waiting area and be sure to
call them when table is ready.
• Be realistic when informing them about waiting time.
• Know exactly where the next guests are going to be seated.
• One greeting host/ess in this situation is enough at the door; the other scans
the dining room to look for potential accommodations.
6. Seating Guests:
• Always walk in front at the same speed as guests.
• Apportion and rotate the guests among stations to distribute the server’s
workload evenly.
• Check chairs and table set-ups as you are the last who can correct something
that is wrong before the guest notices it.
• When you reach the table, pull out a head chair, and, if time allows, continue
pulling chairs, particularly for women and children.

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Hostess Training Topics

• Make sure guests are comfortable (if big-sized seat them on the booths, if
buffet is in operation, seat people away form noise, kitchen, bring high chairs
for children, if desired.)
• Present an open menu to each guest.
• Wish them an enjoyable meal.
• If guests asks you for something (drinks, etc.) make sure to tell server.
Keep in mind that the goal is to please the guest.
• Guests dining alone prefer side tables.
• Couples like privacy.
• Ill, elderly people appreciate being near an entrance and restrooms.
• Parents with children prefer being in less busy areas.
8. Answering the Phone:
• Answer promptly, after maximum of 3 rings.
• Standard greeting, “good (time of day)”.
• Ask how you can help.
• Write down any messages and read back to make sure they are correct.
• Thank the person for calling.
9. Menu Class —Taste Panels
• Hostess with managers are responsible for conducting the menu class before
each meal.
• Menu class should be “SSS”, short, simple, serious.
• Is a communication tool about menu, current hotel events, clear up
discrepancies on a continual basis.
• Ongoing training about service, food and beverage.
10. Saying Good Bye:
• Always greet and thank the guests for coming when they leave.
• If possible, take this last chance to ask the guest about dining experience.
• LISTEN
• Notify the manager about any complaint.
• If guest praised the kitchen or server, make sure you take some time to tell
the person the positive comments.

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 Hospitality: Do you or don’t you?

HOSPITALITY: DO YOU OR DON’T YOU?

1. When a guest comes to the entrance of your dining room, do you acknowledge his or
her presence immediately with a smile, or by moving forward to greet them? Or… do
you continue what you were doing and wait for them to come to you? Do you make
them wait until you are ready to greet them?

2. When seating a guest, do you match your walk to theirs? Do you slow down for ill,
lame, older guests and guests with children? Or… do you find a table and wave those
guests left behind?

3. When seating, do you always check the table for correct set-up and check both seats
and floors for cleanliness? Or… do you expect the guests not to notice or wait for
someone else to check?

4. Do you return to guests at least once during the meal period, either to check by
looking as to the food and service, or by asking whether everything is satisfactory?
(Waiting to ask until the guest leaves is better than nothing, but, generally, too late to
solve any complaints which happen during the meal period.)

5. Do you greet regular guests by name? Do you make a real effort to learn their names?

6. Do you involve yourself in difficult situations or… do you shy away? Problems don’t
disappear just because you might. And, your associates will soon stop reporting
problem areas to you if you develop a reputation for avoiding difficulties. Remember,
each experience helps you grow — the next one will be easier.

7. Do you constantly strive for teamwork in your dining room by your example of
helping others and expecting the same from all personnel?

8. Do you make a special effort to accommodate special requests by your guests, even if
it is difficult to do so? Or… do you let them know, by your facial expression or sigh,
that “They should be grateful to me for all this trouble.” Don’t detract from your
efforts by being ungracious.

9. Do you or don’t you… what other examples can you cite which make the difference
between a truly hospitable dining room and just a place to eat?

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Greeting and Seating Guests

GREETING AND SEATING GUESTS

OBJECTIVE:
1. Identify “hospitality opportunities” in daily work.
2. Demonstrate understanding of how to effectively make the most of “hospitality
opportunities.”
3. Identify key points in communicating with guests.
4. Explain procedures for greeting and seating guests.
5. Demonstrate understanding of our basic philosophy of seating.

FORMAT:
A. Discussion of “Hospitality do you or don’t you:”
Read topics 1 - 9, stop after each topic to recap; re-enforce and gain input.
1. Greeting and approaching guest before he/she approaches you - important
because:
a. Greeter’s (supervisor/manager) responsibility to make guest feel at
home. Give them your complete attention and use and use friendly
eye contact.
b. Greet the guest before they greet you.
c. Guest may be shy, uncertain, unfamiliar with outlets.
d. Greeter (supervisor/manager) can make the difference whether some
guests enter a dining room at all.
e. Guest may need a smile or a few kind words to convince them that
this is where he/she would like to eat.
f. Greet the guest using the restaurant’s established standard greeting
that welcomes guests and acknowledges that the host or hostess is
happy to welcome them. Ex.: “Good (time of day). Welcome to
(name of restaurant). Thank you for joining us.”
g. If more than one party arrives at the same time, be sure to great all of
the guests and explain that they will be seated momentarily.
2. Matching walk to that of guests - important because:
a. Guest may not be paying close attention and may lose sight of you.
b. Guest may be actually engaged in conversation with friends and may
not be watching where you go.
c. Guest may have been held off by traffic in dining room.
d. It is impolite to have to wave at guest to show where the table is.
3. The host/hostess gives a quick glance over the table to ensure that all
elements are in place and to ensure that the surroundings are clean and that
chairs and tables are free from crumbs - this is important because:

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a. Servers may not be aware before service of an item and then have to
keep a guest waiting while they make a special trip.
b. Overall appearance of a complete set-up and clean table, etc. are more
in keeping with the Marriott standards.
c. It usually impresses the guest that you are concerned about his needs
and know what you are doing.
d. Checking cleanliness of tables and chairs saves any unnecessary
company expense for guest, dry-cleaning or clothing replacement.

4. Host/Hostess presents open menus to all guests, starting with female guests.
Present the kids menu to the children who appear to be 12 years of age and
under.
5. Upon arrival to the table, parents are advised on how high chairs are operated.
Note: Host/Hostesses may NOT lift children into the chairs.
6. Silverware and glassware are automatically removed from place settings where
young children are seated.
7. Returning to guest during meal period to check on food and beverage service -
important because:
a. If there is a problem or a need, you can attend to it before the guest
leaves, thereby insuring his satisfaction.
b. Guest likes to know someone cares about his meal enjoyment - even if
everything is alright.
c. Adds to overall service and reflects well on the dining room and staff.
8. Greeting regular guests by name and learning their names - important because:
a. Establishes good rapport.
b. Makes guest feel special or popular - obviously, guest enjoys your
dining room and this adds to his enjoyment.
c. Helps to learn because you can match guests name with any special
preferences you know the guest enjoys, e.g., a certain server, certain
table, coffee right away, etc.
9. Addressing yourself to difficult situations - important because:
a. You are representative of the dining room and should exhibit
leadership qualities to guests and other associates.
10. Striving for team work by your example - important because:
a. Teamwork is essential for overall success of dining room operation.
11. Accommodating special requests pleasantly - important because:
a. Your attitude, facial expressions and tone of voice reflect on the room

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Greeting and Seating Guests

B. Communication with guests:

1. What is the most important part of seater/greeter?
a. Pleasing the guest.

2. To be successful at handling the public, what are the necessary

requirements?
a. True warm feeling and liking people.

3. What are some danger signals in your guest relation work or actions, words
or expressions which convey a negative attitude towards guests?
a. Failure to smile at guests
b. Smiling, but without feeling.
c. Saying no more to guests than is absolutely necessary.
d. Finding yourself continually annoyed by guests and their behavior.
e. Getting the feeling that guests are more of an interruption to your
work, rather than the purpose of it.
f. Feeling annoyed about complaints, including a tendency to always
defend associates and criticize guests.
g. Catching yourself glaring, sighing or looking disgustedly at guests who
get in your way, take seats themselves, ask for another table, ask for
special help, etc.
h. Feeling angry or spiteful towards guests who won’t do as they are
told.

4. What are some of the attitudes that a hostess should have?

a. Cheerful disposition.
b. Pleasant personality.
c. Warm smile.
d. Willingness to go to extra trouble to be sure that guests are
comfortable and well satisfied.

5. Discussion of greeting and seating technique:

a. What are some of the procedures you use in the outlets to seat
guests?
1. Standard greeting and welcome.
2. Managing the traffic entering the door (good procedures;
organization).

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3. Greeter and seater function (teamwork; signals).

4. Prime importance of coverage at the door (always someone
to greet approaching and departing guests).

b. What are some of the procedures you use in the outlets to seat
guests? Continued:
1. Recommending other restaurants if there is a long wait or
methods for recommending other options.
2. Getting the correct information.
3. Directing guests to tables - how done.
4. Taking guests in turn and when to make exceptions.

6. Discussion of general philosophy of seating:

a. What are some general points to remember when seating a
dining room?
1. Know exactly where you are going to seat guests - be one
table ahead.
2. Sections farthest from the entrance should be occupied first.
3. Apportion guests among stations to evenly distribute work
load.
4. Never over-seat a dining room.
5. Open stations out of guests view.
6. General preference calls for:
Singletons - Side table
Couples - Privacy
Lame / Elderly - Near entrance
Parents with
small children - A quiet area

7. Important factors to remember:

a. Guest satisfaction is foremost.
b. Boisterous guests may upset other guests - they must be dealt with
as quickly as possible in order to minimize the effect.
c. Reservations are seated before walk-ins.
d. A ringing telephone can annoy many guests, so it should be
answered (can be placed on hold.)
e. Stay calm! Enjoy your work!

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Greeting and Seating Guests

SAMPLE SCRIPT
Guest approaches the restaurant …

Associate: Good Morning, Sir, how are you today?

Guest: I’m fine, thank you.

Associate: That’s nice to hear… How many are there in your party today?

Guest: Just two, please.

Associate: Would you like a smoking or non-smoking section?

Guest: Non-smoking, please.

Associate: Thank you, Sir… if you would like to follow me, I’ll show you to your table.

Guest: Certainly.

Associate: Is this your first time here in this restaurant?

Guest: Yes it is.

Associate: Let me just mention that we have an excellent buffet which is very popular with our
guests, or, of course, you can choose from our menu. Everything is very good.

Guest: Great, Thank you.

Associate: You’re welcome Sir, (seating both guests). Here is our menu for you to take
a look at… Your server today is Jorge and he will be right with you.

Guest: Thank you very much.

Associate: Thank you too, and I hope you enjoy your meal with us.

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 Too Busy to Help a Guest?

TOO BUSY TO HELP A GUEST?

In presenting a professional and accommodating appearance, it is vital that, as each guest

walks towards you, he or she is greeted immediately.

Points to remember:
1. Greet the guests as they approach you, not after they have reached you.
2. Keep your head high with your eyes scanning the area.
3. Be alert to all guests approaching you. Smile.
4. Never let the guest see the top of your head.
5. Do not ignore the guest - nothing is more frustrating.

Something you many find yourself in the midst of a project or finishing up a task when a guest
approaches. Quickly acknowledge any and all guests that approach you. It is common
courtesy to greet the guests upon their arrival “Good Morning, I’ll be with you in a moment”
or call another associate (who is not busy) by saying, “Vilma, could you help this gentlemen,
please?”

Please do not ignore the guest.

A GUEST is not an interruption of your work, he or she is the purpose of it!

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Greeter / Seater Standards of Service

GREETER / SEATER STANDARDS OF SERVICE

Follow these standards of greeter, seater and host/ess service for maximum efficiency and
excellent guest satisfaction:

Benefits:

1. Efficient flow of service to customers.

2. Satisfied customers / repeat business.
3. Quick, even turnover of tables (for servers).
4. High associate morale.
5. Maximized seating for best productivity.

1. ANSWERING THE TELEPHONE AND RECORDING RESERVATIONS

a. The greeter/seater is responsible for answering the phone at the restaurant

entrance. The phone should be answered promptly - never more than 3 rings.
If necessary, answer “Good (time of day), name of outlet, _____________
speaking, will you hold please?”
b. Conversation should be professionally handled at all times, with all callers.
c. Write down any messages and read back to make sure they are correct: keep
message pads available at desk so that messages can be taken quickly and
efficiently; deliver at earliest convenience.
d. End calls with a “Thank You” and a courteous “Good Bye”.
e. Personal phone calls for any associates are not permissible at the restaurant
entrance.
f. All reservations must be recorded in the reservation book or the Online
Reservation system (OpenTable.com). Ask for the following information:

1. The date for which the reservation will be made.

2. The time for which the reservation will be made, as much as possible,
try to keep on the hour and/or half hour.
3. The number of total guests in the party.
4. The guests’ last name (put “Ms.” or “Mrs.” by any female guest).
5. Room number or phone number should be taken for all parties in
order to confirm, if necessary.
6. The customer should be asked if there is a smoking preference.
7. Note any special request - e.g., birthday cakes, booth, high chair, quiet
table, window seat preferred.

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8. Host/ess taking reservation should record his/her initials next to

customer’s name, for reference purposes.
9. Always repeat back recorded information to avoid mistakes.

g. Large parties of ____ (fill in) or more should be referred to the restaurant
manager or supervisor.
h. Be sure the kitchen is informed of any large reservations for that day, prior to
the meal period.
i. If customers call to ask if reservations are necessary, encourage taking their
reservation (regardless of business levels) to ensure seating. This also helps to
ensure the restaurant that these people will be dining here.

2. GREETING CUSTOMERS

a. All customers should be greeted with a smile and a friendly attitude which says
“I’m glad you came!” or “You are welcome.”
b. If it is not obvious, ask “How many in your party, please?”
c. There is no need to ask “May I help you?” The customer would not be
standing at the entrance to the restaurant if he/she did not want to be helped.
d. If a waiting list is necessary, ask the customer’s name; write name and number
in party and any preference indicated as to table type, location, etc. Always
address customers by name, using Mr., Mrs., Ms., etc. and the appropriate last
name.
e. When establishing a waiting list, give the guest an estimated seating time and
write this on the waiting list. Set seating goals for yourself and seat all guests
by the estimated time.
f. Wear a watch.
g. Greet all customers in line, even if you cannot seat them immediately. If one
guest has given you his/her name for the waiting list, refer them to an
appropriate waiting area, (e.g., the bar, a seating area, etc., and then greet the
next person waiting.
h. Never leave the host desk without at least a minimum acknowledgment of all
guests in line (“I’ll be right with you”).
i. Saying “Good Bye” is just as important as saying “Hello” to a customer. Ask
everyone leaving the restaurant if he or she enjoyed their (dinner): feedback
must be given to the manager or supervisor so that appropriate action can be
taken. Never let a customer leave dissatisfied.

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Greeter / Seater Standards of Service

3. SEATING CUSTOMERS

a. The seater should maintain a seating flow chart to track the distribution of
customers.
b. All seating preferences are honored whenever possible (booths, window seats,
etc.)
c. When seating customers, the seater should avoid walking too rapidly, should
pull out chairs, present menus and stay at the table until all customers are
seated. All guests are escorted to the table.
d. Customers should never be seated at a dirty table or one that has not been
set completely. Hostess gives a glance over the table to ensure all elements
are in place and to ensure that the surrounding are clean and that chairs and
tables are free from crumbs.
e. Special attention must be given to the following situations:
1. Customers with children may need high chairs, booster seats, bibs or
crackers, and should be seated away from customers who may be
disturbed by them.
2. Customers who have difficulties walking should be seated close to the
door and should no be made to walk up or down stairs, if possible.
3. Disabled or partially disabled customers should be seated as quickly as
possible, and away from busy aisles. The seater should remove
additional chairs, if wheelchairs are used.
4. Extra large (walk-in) parties should be seated together, if possible, or
given the option of sitting at several small tables, if that will get them
seated faster.
5. Couples should be seated in a private area, if possible.
6. Customers conducting business should be given a table with adequate
space, if possible.
7. Loud customers should be seated in an inconspicuous area. If
intoxication is suspected, the manager or supervisor should be notified
to determine if the customer should be served alcohol.
8. The greeter/seater should offer to store large, bulky belongings, if
space permits. Or, to direct guests to the coat room.
9. Foreign speaking and deaf customers should be seated and identified,
and the Hostess should attempt to locate an associate who can assist
in translating or signing, if this is needed.

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 Greeter / Seater Standards of Service

General Distribution of Customers

a. Customers should be rotated among stations, giving equal numbers to all servers. In
other words, one party would be seated in one station, the next in another and
continuing in this manner until all servers had at least one party. Then the rotation
cycle begins again for the second round. Try to rotate group sizes so that all servers
are getting an even share of singles, deuces, fours and larger.
b. Customer requests and seating preference should take precedence over the seating
rotation, but seaters should try to even the numbers before shift end.
c. Dining rooms are staffed for estimated business. At certain times there will be
“closed” stations. These stations should be out of sight from the customer waiting
area, preferably in rear sections.

Always remember - never “over-seat” a server. Station sizes are carefully

assigned to meet the abilities of servers to give excellent service to all
customers. If station sizes are enlarged (by having a server pick up tables
in a 2nd station), service may become poor.

Leading Customers to the Table

a. Know exactly where the next customers are going to be placed before they arrive. In
general, greeters and seaters should always be one or two parties ahead. This
eliminates the need to look for or think of where the next deuce or 4 top will be
seated. Intervals between seating should be used to scan the dining room, figuring out
next seating options for various group sizes. Write down the table numbers of
“ready” tables during busy times.
b. Use phrases such as “If you’ll follow me” or “I’ll show you to your table” instead of
“follow me”. Part of being a greeter or seater is being gracious.
c. Walk at the same speed as the guest; do not walk far ahead. Stay with the guest and
talk about menu specials, the buffet, the weather, etc. Be hospitable!
d. Take the most direct route to the table.
e. Pull out at least one chair at the table, indicating for a woman (if present) to sit down
here; assist with seating. If possible, pull out all chairs at the table, particularly for
women and children.
f. Ask parents if they would like a high chair or booster chair for children; deliver
immediately.
g. Present an open menu to each customer (unless placemat menus are used).

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Greeter / Seater Standards of Service

h. Extra place settings are removed and the table setting is adjusted to give the
guests maximum space.
i. Whenever possible, mention the server’s name to the customers.
j. Wish your customers an enjoyable meal.

4. PLEASING YOUR CUSTOMERS

a. The primary function of a greeter and seater is:

To Please the Customers

If the customers state a preference for a table other than the one which you
had in mind for them, do your very best to accommodate them. If seating of
their preference is not available, ask if they would prefer to wait a short while.
Give an accurate estimate as to when a table will be available. Customers
should be asked to either wait in the lobby, bar or other suitable area. Keep a
list of names, party size and location, so that customers can be notified as
soon as the table is ready.
b. Keep in mind:
1. Customers dining alone usually prefer side tables.
2. Couples usually like the privacy of booths.
3. People who have difficulty walking generally appreciate being near the
entrance, and not having to climb or descend stairs.
4. Mothers with infants and very small children will usually prefer a
booth.
5. Everybody wants to sit next to the window to enjoy the view!
c. Under no circumstances should greeters and seaters show the slightest
annoyance or impatience with customers who move slowly, make special
seating requests, ask for special services, etc.
d. Other general rules for seating customers:
1. Always try to seat customers where they have the best view. Keep
them facing away from the wall, kitchen and service stands.
2. If two tables face each other and single diners are being seated at
them, it is best to seat them facing the same direction - rather than
looking each other in the eye.
3. When seating two people at a square four-top, it is best to sit them
adjacent to each other as opposed to across from each other.
Remove extra place-settings (if time allows) and move the table
complement to the side of the table.

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 Greeter / Seater Standards of Service

4. While seating customers, do a quick survey of the table to ensure that all is
set correctly; replace any missing items and correct any mistakes which may
be present.

5. TAKING RESERVATIONS

• If restaurants accept reservations, there must be a formal documented process in place that
has been developed on property - or Online Reservations system.
• The local process must incorporate a “block out” policy, in order to prevent overbooking
of the restaurant at peak times.
• Reservation system may be manual but computerized online systems are recommended.
• The following must be incorporated into the locally developed program.
• Reservations must include:
• The name of the guest
• The number in the party
• The smoking preference (if appropriate)
• The date and time of the reservation
• Any special requests (birthday/high chairs/booth/dietary requirements, etc.)
• The name of the host/hostess of the party
• The initials of the person taking the reservation
• The contact phone number must be repeated back to the guest to ensure accuracy.
• All details of the reservation must be repeated back to the guest to ensure accuracy.
• If the restaurant is fully booked, suggest alternative times/dates/venues within the hotel.
• The gratuity policy for large groups must be explained to a person at the time he or she
makes the reservation.
• An LSOP must include guidelines on who can accept large booking and how the bookings
should be communicated to the kitchen.
• Waiting guests are seated in the order of their arrival, giving preferences to the
reservations over walk-ins.

MANAGING A GUEST LIST

• Always apologize for any delay in seating

• Give an estimated seating time
• Note the guest’s name
• Note the number in the party
• Note the arrival time of the guest
• Suggest that guest may take a drink in the lounge or bar
• When tables are ready to be seated, always call the party by name

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Guests with Disabilities

GUESTS WITH DISABILITIES

• Provide standards to ensure that an equivalent level of service is offered to all guests,
regardless of disability.

Design

• All food and beverage areas will comply with legal requirements of the Americans with
Disabilities Act (ADA).
• Food and beverage guest areas must be fully accessible by persons using wheelchairs.
Reasonable accommodation must be provided when accessibility is impeded.

Menus

• Alternative menu options must be available for guests with a visual impairment. The
hotel needs to determine what methods it will utilize.
• Possible accommodations are:
• Servers prepared to walk the guest through the menu based on the guest’s
preferences
• Large print versions of the menus
• Braille menus
• Flashlight
• Magnifying glass

Note: Contact for Braille menus - Brailing Enterprises Inc. Telephone: +1 (781) 784-
5640.

Service Animals

• All food and beverage associates and managers must complete “We Welcome Service
Animals” training within the first 90 days of employment. The training is included as
part of the standard orientation package.
• Guests with disabilities who use service animals (for example guide dogs) must be
granted access to all of the hotels facilities, including all restaurants, bars and lounges,
and meeting space.
• The food and beverage staff must be familiar with any designated service animal relief
areas outside of the hotel.

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 Guests with Disabilities

• The hotel is not permitted to ask for a deposit or charge additional fees for
accommodating the service animal but may charge a guest, should the service animal
cause significant damage to the hotel.
• Guests with a disability accompanied by service animals must be seated at a table that
will accommodate the animal comfortably, if possible (i.e.: a party of two with a guide
dog should be seated, if possible, at a table for four and a chair removed to
accommodate the animal). Scrutiny of the floor under and around the table should
occur to insure there are no food particles.
• If a guest complains about the animal for any reason, the complaining guest, no the
guest with the animal, should be relocated.
• If the service animal’s behavior becomes disruptive (to the guest room) and return to
the outlet.
• The above procedures and practices apply equally to guests who are accompanied by
animals they are training to become service animals.

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Food & Beverage Discount Program

FOOD AND BEVERAGE DISCOUNT PROGRAM

Provide guidelines for consistent and accurate processing of the associate Food and Beverage
discount program.
• Outlets offer a 20% Associate discount on all Food and Beverage purchases
(except alcoholic beverages) in food outlets and room service in Marriott
International, Inc. operated full service hotel food outlets worldwide.
Procedure
• The associate will verify with the restaurant or the room service agent that he
or she accepts.
• Honor the discount program at the time the associate places the order.
• The associate is required to show his or her discount card or Marriott ID.
• The associate is asked to sign a control sheet for accounting purposes.

Senior Discount Program

The Marriott Senior Discount Program replaces the AARP Program.

Details:
• Program starts January 1, 2003
• Offered to guests 62 years of age or older
• Offered globally across all brands, except Ritz Carlton
• Discounted room rate will be 15% off weekday and weekend benchmark rates
• 20% discount on all food and non-alcoholic beverages in food and beverage
outlets for parties of 8 people or less
• Discount does not apply to catered events
• No membership card needed
• Proof of age is a driver’s license

The Marriott Senior Discount Program is more beneficial for our hotels and provides a
meaningful offer to our senior guests. Properties benefit from a more targeted program
available to all seniors 62 or older regardless of membership in AARP. The AARP Program
includes individuals starting at the age of 50, thus enabling a significant portion of Marriott’s
customer base to trade down to a reduced rate. The Marriott Senior Discount Program age
minimum of 62, is more in line with our intended target of leisure customers who have some
flexibility in their schedule. Finally, AARP requires a fee to be part of their program while
the new Marriott Discount Program is free of charge.

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 Food & Beverage Discount Program

SMOKE FREE HOTEL

Objective

• Meet the demands of our guests to provide a smoke-free environment within our hotels.

Standard Criteria

All Marriott-branded properties in the United States and Canada must:

• Prohibit all smoking in the property by October 16, 2006.

The smoking prohibition applies to, without limitation, the property's guestrooms,
restaurants, lounges/bars, meeting rooms, public spaces, and back-of-the-house
areas.

• Identify at least one common exterior designated location where guests are
permitted to smoke.

The designated guest smoking area(s) must:

• be at least 25 feet from any exterior hotel entrance;
Exception: Exterior hotel entrances that are used exclusively for emergencies. (updated
September 19, 2006)
• comply with all federal and local regulations and ordinances;
• be appropriately lit;
• provide an appropriate number of ash urn/receptacles to
accommodate demand;
• be well maintained and regularly cleaned, with ashes and
butts removed from the ash-urn receptacles and ground;
and
• reasonably accommodate various weather conditions and
seasons.

Note: Properties may consider permitting guests to smoke on exterior pool or

recreational areas and balconies if the size, configuration, and proximity will not
result in smoke (i) entering the property or (ii) impacting adjacent confined areas
and other guests.

• Charge a Room Recovery Fee of $250 per incident to the regis-

tered guest when verifiable evidence exists that smoking has oc-
curred in a guestroom.
• (When smoking has occurred in a guestroom,) Follow the Room Recovery
Process (DOC) to ensure that the guestroom is properly treated
and restored to its non-smoking, in-service condition.

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Food & Beverage Discount Program

• Ensure that guests are clearly informed

(1) that the hotel is 100% smoke free, and
(2) of the $250 Room Recovery Fee that is charged (per incident) to the
room account when evidence of smoking is found in a guestroom.

To advise our guests of these two points, hotels are to display/use Marriott
corporate approved smoke-free collateral that includes the appropriate verbi-
age.

• Required:
To inform our guests while in their rooms, a smoke-free table tent must be
placed in a consistent location within each guestroom. No other letters or
signs that communicate the Smoke-Free Policy are permitted in guestrooms.
Exception: In-room guest services directories may contain policy explanations.

• Required:
To inform our guests at check-in, hotels must select at least one of these
smoke-free collateral items and use it consistently:
• a Front Desk sign* placed at each check-in area OR
• a registration card* (if used by the brand) for each check-in OR
• a key pack* for each check-in OR
• a key pack insert* for each check-in

*Hotels may elect to use more than one of the above.

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 Telephone Hospitality

TELEPHONE HOSPITALITY

The most important factor to consider in telephone hospitality is that a caller is only a
potential customer; your ability to meet the needs of the caller in a friendly, courteous and
efficient manner is what turns the caller into a guest.

There are certain skills and techniques associated with good telephone hospitality, however,
you should consider that the concept of hospitality goes beyond techniques. You must have
a sincere interest in people and a real desire to be of assistance. People who do not have
these attributes may all say the right things, but their tone of voice will communicate a look
of disinterest and of impatience that will overshadow the actual words.

Many of the clues we rely on to communicate our message in face-to-face situations, such as
dress, gestures, facial expressions and more subtle types of body language cannot be used
and, therefore, telephone hospitality is essential in meeting the guest’s needs.

The skills of Telephone Hospitality

Simply knowing how to do your job is not enough, if information is not gathered and
effectively given to meet that caller’s needs and expectations. Therefore, the most important
set of skills are in a four step communication process:

1. Listening
2. Questioning
3. Confirming
4. Explaining

1. Listening
People talking to each other is not communication. Real communication takes place
when people listen to each other and make an effort to respond to what the other
person is saying. Communication then becomes a dialogue rather than two separate
monologues.

Good listening requires a total focus on the other person and a willingness to hear
everything that is said. One of the most common barriers to effective listening is,
listening only for those things you expect or want to hear. Good communications
require you to focus on both your objectives and the objectives of the caller. Your

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Telephone Hospitality

Credibility will be dependant on how effective and accurate your responses are to
the caller’s comments and questions.

2. Questioning
Questioning is crucial to the communications process. This is how you not only
gather information you need, but gain further insight into what people mean or feel
about a situation. Questioning demonstrates that you have an interest in the caller’s
comments or feelings and acknowledge the caller as an individual.

Good questioning skills will ensure a depth of understanding before you respond to
what you assume you have heard.

3. Confirming
Confirming is a step that is often missed. When you confirm, you rephrase what you
have heard back to the caller; and ask if this is correct.

The best way to ensure that you understand what the other person is saying is to
ask. This step is doubly important in your job because your efficiency and credibility
is dependent on gathering and giving complete and accurate information.

4. Explaining
Explaining is an important skill. It is the ability to talk about a subject or situation
logically and briefly, yet with enthusiasm, clarity and a vivid language that keep the
listener’s interest.

It is a very good skill to have when telling people about your hotel.

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 Telephone Etiquette

TELEPHONE ETIQUETTE

When talking on the telephone, it is important to remember that the advantage of facial
expression does not exist. Consequently, your words and tone of voice should be selected
with the utmost care. It is important that you never forget that a simple phone conversation
can alter a guest’s, or potential guest’s opinion of your hotel. Constantly ask yourself “Is this
how I want to be treated if I were a guest?” As a result, it is imperative that we use
courteous phone techniques at all times.

Several points to remember when using the phone are:

• Always give the caller the opportunity to respond. Listen to the guest.
• Always use words which convey a positive, optimistic outlook. To be too
assertive or too shy may prevent you from communicating effectively.
• Always identify yourself and your location when answering the phone, adding a
warm greeting and a closing salutation, “Good Afternoon, Chicago Grill,
Thomas speaking, how may I help you?... Thank you for calling… Have a
pleasant day.”
• If the situation warrants, offer the guest your services in the future, should he/
she require additional assistance.
• When asking a guest to hold, always do so in a polite, hospitable manner,
“Chicago Grill, Paul speaking, all lines are busy, would you hold, please?”
giving the guest the opportunity to respond to your request. Should a
negative response come back, obtain the guest’s name and phone/room
number so that you can call them back as soon as possible. If this alternative
fails, do the best to accommodate your request to hold, be sure to get back to
them as soon as possible.
• When the caller requires another department in the hotel you should try to
help the guest by handling the request yourself. At times you will be too busy
to do this; therefore, give the caller the appropriate extension and then try to
transfer the call yourself. Try to avoid giving the impression that you are
“pushing the guest off”. Always take the initiative… if you can do something
for a guest, then by all means DO IT.
• Do it right the first time - you may not get a second chance.

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Telephone Etiquette

TELEPHONE ETIQUETTE

• First Impression

• Tone

• Phone Smile

• Sincere

• Confident

• Pace

• Clarity

• Courteous

• Use of Name

• “Please”

• “Thank You”

• Hospitality

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 Answering the Telephone Standards

ANSWERING THE TELEPHONE STANDARDS

Objective
Provide standards that ensure the highest levels of hospitality are provided in all tele-
phone communication with both external and internal guests.

• The telephone is answered within the first three rings.

• The telephone is answered in a calm, cheerful voice.
• All associates are trained to answer the telephone using the standard greeting.
• The standard greeting is consistently used.

Standard Greeting:

“Good morning/afternoon/evening. (Name of the restau-

rant/outlet) This is (name). How may I help you?”

• If more than one line is ringing, the guest is politely greeted and
asked: “May I put you on hold?” Wait until the guest responds
BEFORE putting him or her on hold.
When returning to the guest that you have put on hold, say:
“Thank you for holding. How may I help you?”
• Properties with an automated system whom greets the guest
should thank the guest for holding.
• Each guest must be given complete attention when on the tele-
phone.
• Each guest must be addressed by name (whenever possible).
• Chewing gum or eating is not permitted when answering the tele-
phone.
• Always use proper language without using slang or Jargon.
• Before transferring calls, associates must verify if the guest is be-
ing directed to a voice mailbox. If the voice mail is responding,
the guest should be advised and asked if he or she would like to
leave a message.
• The guest must always hang up first.
• When outlets are closed, the telephone should be forwarded to
another open outlet or the AYS (At Your Service) department.

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Job Learning Checklist - Greeter / Seater

JOB LEARNING CHECKLIST

GREETER / SEATER

The following is a checklist of items which will be discussed and demonstrated by your trainer.
Some of these items will be covered while sitting down, one-on-one; other items will be cov-
ered as you actively work with your trainer in the work area. Much of the information covered
will require additional “study” time (e.g., memorizing table numbers and station divisions).

_________ Introduce yourself to the greeter / seater trainer and discuss the function
and responsibilities of your job. Also, discuss the experience which you may
have had in similar jobs.
_________ Discuss guest service. You must know and follow Marriott’s principles of
hospitality.
a. hospitality and “can-do” attitude towards customers.
b. sense of urgency towards providing service in a timely manner.
c. frequent (but not imposing) check-backs to ensure satisfaction.
d. the importance of “good bye”; inquiries regarding food and service.

_________ Go on a tour of the hotel. You must be able to give directions to:
a. public restrooms, elevators, public phones, house phones, hair salon, pool
and health club, concierge desk, front desk, gift shop, banquet areas and
meeting rooms.

_________ Review all forms used by the greeter / seater. Ensure a thorough
understanding of the uses of each.
a. floor plan, station assignments
b. break sheet
c. reservation book
d. communication log
e. daily event sheet
f. important (frequently used) telephone number list
g. menu class / service briefing sheet; taste panel form
h. sidework assignment forms
i. other forms in use

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 Job Learning Checklist - Greeter / Seater

_________ Learn and practice proper telephone answering techniques:

a. maximum amount of rings allowed
b. who answers, what greetings, attitude displayed
c. how reservations are encouraged and handled
d. how to transfer from your department to another in the hotel (including
back to the operator)

_________ Observe the greeting and seating procedures in the restaurant (and/or bar).
You must know:
a. how to greet hospitably and get necessary information
b. how to handle a waiting list or special requests
c. rotation in seating - how and why
d. how to direct guests to table, how to assist in seating, pulling out chairs, etc.
e. how to present the menu to customers at the table
f. how to check table set-up — clean and complete
g. how to work efficiently and be in control

_________ Observe perception and communication skills. You must know:

a. how to tell if a server is “maxed out” (cannot serve any more guests)
b. how to pick up on guest cues and assist to satisfy
c. how to handle multi-priorities
d. how to set the tone for a calm, friendly atmosphere
e. how to work with a waiting list; information to collect (name, # in party,
seating preference, etc.)
f. how to work with several parties, arriving at the same time (with or
without a waiting list).

_________ Attend several service briefings and taste panels, noting:

a. what information is given
b. where, how and by whom the information is obtained
c. how much interest and learning takes place
d. results and follow through on what happens there

_________ Discuss special situations and how they are handled. You must be able to
assist in the following situations:
a. customers who seat themselves
b. customers with a physical challenge

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Job Learning Checklist - Greeter / Seater

c. suspected intoxicated customers

d. spills and accidents
e. complaints about food, service, temperature, etc.
f. customers who become ill or faint
g. children who annoy other customers
h. non-smoker complaints about smokers
i. customer speaks negatively about food / service upon departure

_________ Learn and know about the closing of the shift and how sidework, cashing out
and tipping are handled (any of which may be appropriate for your role).

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 Job Learning Checklist - Greeter / Seater

CERTIFICATION QUIZ FOR THE JOB OF

GREETER / SEATER

__________ Handling Special Situations

Mgr. Initials

a. How would you handle the following situations?

♦ Suspected intoxicated customer

♦ Party of 20 arrives without reservations during a busy shift
♦ Irate customer complaining about table service to the host / ess
♦ Hotel guest demanding to be seated ahead of others
♦ Customers who seat themselves in a closed station
♦ Customer who has difficulties walking
♦ Complaints about service when a customer is exiting the restaurant
♦ Spills on customer’s clothing
♦ Children who might annoy other customers

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