Hostessing Excellence: The Art Of Warm Welcomes And Reservations
In this one (1) day Training Module, we will focus on the essential skills and techniques required of Hostesses in providing warm, welcoming and efficient service within the hospitality industry. This Training Module will be of benefit to individuals whose responsibilities include being a front-liner and first point of contact between the F&B establishment and the Customer.
Hostesses play a crucial role in creating a positive first impression for Guests and Customers, ensuring a positive experience from the very beginning. Similar to the role the Front Desk Team plays in a hotel property, this Training Module will equip participants with the knowledge and skillset needed to be address any concerns raised by a Customer and to manage their expectations satisfactorily.
Training Objectives
This Training Module is ideal for front-liners and any Front-Of-House Team Members who are looking for a promotion to the role of Hostess within their F&B establishment. It can also be beneficial for those seeking a better understanding of what Customers are looking for when choosing an F&B establishment for their personal and business use.
Learning Objectives
By the end of this Training Module, participants should be able to:
- Understand the importance of role a Hostess plays in the hospitality industry
- Learn the art of creating a warm and welcoming atmosphere for Customers
- Enhance customer service skills to meet different types of Customer expectations
- Master reservation management techniques to optimize table turnover and event bookings
- Develop effective communication and problem-solving skills
- Build confidence and professionalism in handling challenging situations
Agenda
Session 1: Introduction to Hostessing Excellence (9.00 am to 10.30 am)
- Welcome & Overview of the Training
- The Importance of First Impressions
- Professionalism in Personal Appearance
Session 2: The Art of Greeting and Seating (10.45 am to 12.00 pm)
- The Warm Welcome – Smile and Eye Contact
- Greeting Customers with Grace and Confidence
- Seating Strategies for Optimal Customer Experience
Session 3: Reservation Management (12.15 pm to 1.15 pm)
- Tools For Effective Reservation Management
- Critical Questions To Ask
- Dealing With Last Minute Changes
- Managing No Shows and Late Arrivals
Lunch Break (1.15 pm to 2.15 pm)
Session 4: Communication and Conflict Resolution (2.15 pm to 3.45pm)
- Effective Verbal and Non-Verbal Communication
- Handling Guest Complaints with Empathy
- Conflict Resolution Techniques
Session 5: Enhancing The Customer Experience (4pm to 5.15pm)
- Presenting the Menu
- Menu Knowledge
- Making Menu Recommendations
- Scenario-based Role Playing
Wrap Up and Q&A (5.15 pm to 5.30 pm)
- Overview of the Main Points
- Open Discussion and Q&A
- Action Plans and Next Steps
Materials For Training
- Presentation slides
- Case Studies and real-world examples
- Handouts & Templates
- Role Playing Activities
- Worksheets
- Notepads, pens and other stationery
Delivery Method
- Lectures
- Interactive discussions
- Group work & Role Playing
- Case studies
- Practical workshops
Assessment
Participants will be graded based on their participation in group discussions, practical tasks and their level of comprehension to apply concepts learned during the Training Module
Trainer
The Certified Trainer will have extensive experience in the role of Hostess and Front-Liner within the F&B industry. The Certified Trainer will be able to provide real-world examples and insights into the F&B industry.
Follow-Up Additional Resources
- Participants will have access to a Resource Library with relevant articles, templates and tools.
- Option for follow-up webinars and/or consultation sessions.