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Arrival & Departure

Arrival & Departure outlines the guest’s entry and exit experience — from the initial greeting to the final farewell. This touchpoint determines how welcomed and valued a guest feels, both when entering and leaving the space.

All Standards (15)

Guest Courtesy

Every staff member should politely acknowledge the guest when appropriate, especially an immediate greeting upon arrival.

Training Tip:Everyone entering your establishment should receive a warm, immediate greeting. Every team member should be comfortable and confident in making a guest feel welcome.
Guest Courtesy

The entire team should always be polite and maintain a gracious tone throughout the interaction. Staff should be highly articulate and avoid slang and excessive use of phrase-fragments.

Training Tip:Speak with grace, maintaining a calm and unhurried tone. This holds especially true in the busiest of times.
Guest Courtesy

Staff should make an effort to be engaging, and to make eye contact and keep focus on the guest.

Training Tip:Make direct eye contact and avoid distractions when speaking, providing your undivided attention.
Guest Courtesy

Upon arrival, assistance with personal belongings should be proactively offered and an impression of security should be conveyed.

Training Tip:Offer assistance before being asked, and ensure guests feel secure and cared for. Make an extra effort to secure personal belongings of yur patrons.
Attention to Detail

If waiting for a reservation is required, the guest should be made to feel comfortable and welcomed.

Training Tip:Offer seating, updates, and amenities when wait times are necessary. Avoid uncomfortable lingering around the host area.
Attention to Detail

If the guest has taken cocktails in the bar, the charges are automatically transferred to the dinner bill; the guest is not presented with a bill in the bar.

Training Tip:Coordinate with bar staff to ensure seamless billing transitions. Having a system in place for this step is crucial.
Technical Execution

Handle special requests with care. All guests should receive the impression their reservation is confirmed and staff is aware of any additional needs.

Training Tip:Review reservation details clearly and confirm any special notes. The system in which employees share pertinent information with each other should be polished.
Efficiency

True efficiency is always being cognizant of your guests time. When a guest has a reservation, the table should be ready within five minutes of the appointed time.

Training Tip:Ensure timely turnover and coordination with service staff. All staffing levels, from manager to support staff, should be aware and on board with the effort.
Efficiency

In keeping with being mindful of your geusts time, if waiting is required, the host should quote an estimated wait time. The guest should never be seated more than 10 minutes past the quoted time.

Training Tip:Give realistic estimates and monitor seating progress closely. Communicate well with your guests at all times.
Technical Execution

Always exceeding expectations: If the guest has ordered cocktails in the bar, staff should attempt to carry beverages to the dining table on a tray.

Training Tip:Ensure a smooth transition of service from bar to table. All beverage service is performed using a tray when possible.
Guest Courtesy

Guests should be fully escorted to their seats, and staff remains beside the table until all guests are seated.

Training Tip:Ensure full escort and attentive presence during initial seating. Await for any initial questions or requests before leaving the table.
Attention to Detail

When we escort guests to the table, chair assistance should be offered to each guest.

Training Tip:Offer help with seating when needed without being intrusive.
Attention to Detail

When we arrive at the table, a reserved table should be preset for the exact number of guests upon seating.

Training Tip:Ensure preset tables match the guest count in the reservation. Extra place settings should be removed before seating.
Attention to Detail

If the guest has checked coats, staff is aware of this, and retrieves the garments automatically upon departure without reminder from the guest.

Training Tip:Keep track of coat check numbers and anticipate guest needs. This step of service is personalized, and shows attention to detail.
Guest Courtesy

The guest’s departure should be handled graciously and thoroughly, including at least a partial escort to the doorway.

Training Tip:Ensure a thoughtful goodbye and escort the guest toward the exit. Make an effort to walk with the guest and show them the way.