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 (14)
Elevated service starts with how the team speaks. Every staff member should remain articulate, composed, and free of slang or filler phrases when addressing guests or within their hearing distance.
Every guest should be acknowledged warmly and immediately upon entering the restaurant. This is not just the host's responsibility — every team member in proximity should be comfortable and confident making a guest feel welcome.
When a guest arrives with a reservation, the host should confirm it by name and acknowledge any special requests on file. The guest should never have to wonder whether their details were received or communicated to the team.
When a guest has a reservation, the table should be ready within five minutes of the appointed time. This requires coordination across every staffing level, from management to support, well before the guest arrives.
Assistance with coats, bags, and personal belongings should be offered proactively, not waited on. The guest should feel that their items are handled with care and stored securely.
If the table is not ready, the host should quote a realistic estimated wait time without hesitation. The guest should never be seated more than ten minutes past whatever time was quoted.
When a wait is necessary, the guest should never feel stranded or forgotten. Offer the bar, a waiting area, or any available amenity, and provide regular updates until the table is ready.
If a guest has ordered cocktails at the bar before being seated, those charges should transfer automatically to the dinner bill. The guest should never be presented with a separate check at the bar.
When guests move from the bar to the dining room, staff should carry their beverages to the table on a tray. This is especially important when the table was not ready on time, as it turns a potential misstep into a moment of attentive service.
A reserved table should be preset for the exact number of guests before they arrive. Extra place settings should be removed and any adjustments made so the table feels intentionally prepared, not hastily arranged.
Guests should be fully escorted to their seats, not pointed in a direction. The staff member remains beside the table until everyone is seated comfortably and any immediate questions have been addressed.
As guests are being seated, chair assistance should be offered to each person at the table. This is a small gesture that signals attentiveness without being intrusive.
The last impression is just as important as the first. Every departure should be handled graciously, with at least a partial escort toward the door and a sincere farewell that leaves the guest wanting to return.
If a guest checked a coat or personal items upon arrival, staff should be aware and retrieve those garments automatically at departure. The guest should never have to remind the team or ask twice.
Elevated service starts with how the team speaks. Every staff member should remain articulate, composed, and free of slang or filler phrases when addressing guests or within their hearing distance.
Every guest should be acknowledged warmly and immediately upon entering the restaurant. This is not just the host's responsibility — every team member in proximity should be comfortable and confident making a guest feel welcome.
When a guest arrives with a reservation, the host should confirm it by name and acknowledge any special requests on file. The guest should never have to wonder whether their details were received or communicated to the team.
When a guest has a reservation, the table should be ready within five minutes of the appointed time. This requires coordination across every staffing level, from management to support, well before the guest arrives.
Assistance with coats, bags, and personal belongings should be offered proactively, not waited on. The guest should feel that their items are handled with care and stored securely.
If the table is not ready, the host should quote a realistic estimated wait time without hesitation. The guest should never be seated more than ten minutes past whatever time was quoted.
When a wait is necessary, the guest should never feel stranded or forgotten. Offer the bar, a waiting area, or any available amenity, and provide regular updates until the table is ready.
If a guest has ordered cocktails at the bar before being seated, those charges should transfer automatically to the dinner bill. The guest should never be presented with a separate check at the bar.
When guests move from the bar to the dining room, staff should carry their beverages to the table on a tray. This is especially important when the table was not ready on time, as it turns a potential misstep into a moment of attentive service.
A reserved table should be preset for the exact number of guests before they arrive. Extra place settings should be removed and any adjustments made so the table feels intentionally prepared, not hastily arranged.
Guests should be fully escorted to their seats, not pointed in a direction. The staff member remains beside the table until everyone is seated comfortably and any immediate questions have been addressed.
As guests are being seated, chair assistance should be offered to each person at the table. This is a small gesture that signals attentiveness without being intrusive.
The last impression is just as important as the first. Every departure should be handled graciously, with at least a partial escort toward the door and a sincere farewell that leaves the guest wanting to return.
If a guest checked a coat or personal items upon arrival, staff should be aware and retrieve those garments automatically at departure. The guest should never have to remind the team or ask twice.