Greeting customers promptly and attentively, using their names if possible, and addressing them with respect is essential for making a good first impression. Therefore, as hosts and hostesses, you have a big responsibility, as your greetings set the tone for the entire dining experience. The host or hostess is the first and last person a customer sees, and they have the power to make or break a dining experience. - Tom Colicchio, American chef, restaurateur, and television personality Unfortunately, though, many a time your staff are not trained properly and are left to their own devices, leading to impersonal customer greetings like “Hi guys”, “how many?” or “Just one?” If this is happening at your restaurant, it’s time to change it. Especially considering a poor greeting can ruin your guest's entire experience. But, not to worry, to help you I've put together a few tips and examples on how to correctly greet customers in a restaurant. Greeting customers promptly and attentively, using their names if possible, and addressing them with respect is essential for making a good first impression. A good greeting also helps guests feel more welcome and at ease at your restaurant. Some tips for properly greeting guests include: Smile and keep eye contact. Use polite and friendly language. Adjust greetings based on the customer's mood. Collect guest information before guests arrive. Greet guests as people, not customers. Start by referring to them as guests and not customers. Make greetings more personal by using a CRM system, like Eat App or Quandoo. Print mini-scripts to improve your greetings. Restaurants spend hours of effort to train their servers to provide impeccable service, yet they forget that good customer service begins as soon the guest enters the door and is greeted by the host/hostess. Apart from your online presence and physical venue, greeting is the first human aspect that forms a guest’s first impression of the restaurant. It builds the base, sets the guests’ expectations, and can make or break their entire visit. A good greeting also helps guests feel more welcome and at ease at your restaurant. Here are a few tips on how to properly greet guests: A genuine smile and eye contact can make first-time and returning customers feel valued and acknowledged. Train your staff to smile warmly and make eye contact as they approach customers. This simple gesture can instantly create a connection and set a positive tone for the interaction. The language used during the greeting should be polite, friendly, and professional. Encourage your own staff member to use phrases such as "Welcome," "Good evening," or "How may I assist you?" This helps customers feel acknowledged and sets a welcoming tone. It's essential to be attentive to the customer's mood and adjust the greeting accordingly. Some customers may prefer a more formal greeting, while others may appreciate a casual and friendly approach. Pay attention to non-verbal cues and adapt your greeting to make the customer feel comfortable. Don't be afraid to leverage technology to streamline the guest greeting experience - whether that be through your restaurant management software or through a PMS integration at your hotel. Having the right data at your fingertips when your guests arrive can make or break a first impression. Greeting guests correctly over the phone is even more important. A rude or impersonal attitude makes you lose a potential guest before they even visit. But, what is the best way to go about it? Here are tips for proper phone greetings: Here are examples of greetings for different calls: >>> Pro tip: Improve your greetings on a call with phone integration. Systems like Eat App, RingCentral, and 7Shifts’s phone integration allow you to connect your restaurant’s phone line to your table management system, providing hosts with important guest details like; This enables them to know exactly who is calling and greet guests over the phone with a personal touch, improving their overall service experience. It helps your staff provide better service, saves time, and streamlines workflow efficiency by transforming calls directly into reservations conveniently through the call screen. This hassle-free feature is an absolute game-changer for your business. This article will help you out with useful tips and scripts for greeting your guests better to improve the overall experience. However, greeting the right way is deeply rooted in your staff’s attitude towards the people who walk in through the door. A great way to shape that attitude is to refer to your diners as guests, not customers. Here’s why. The Oxford Dictionary defines a customer as: On the other hand, a guest is defined as: One whom you would treat with respect and hospitality as if they were a visitor in your own home. Using the term "guest" is a much more welcoming way to think about and talk about those who frequent your restaurant. This is especially important when learning how to greet customers in a restaurant. So, we suggest that starting today, if you are not already doing so, think about and talk about those who frequent your restaurant as guests, not customers - as if they were visitors at your own home. Treat them the same way you would treat a close friend or loved one visiting you. With a house guest, you would be warm and friendly, smile, and ask how they’ve been and what’s going on in their life. You would genuinely compliment them and be enthusiastic and animated. You’d be happy they were in your home. That is how you and your staff should be toward your restaurant guests. The key to an excellent greeting strategy is personalization. Approaching guests with a personal touch instead of a generic greeting like “Welcome to the restaurant” shows them that you care. How can you make that happen? Through advanced CRM systems like Eat App, Quandoo or SugarCRM that help you take your guest experience to the next level. These systems help you build rich guest profiles that contain a plethora of information about your diners - from their name and contact information to other details like seating preferences, order history, allergy information, and even their birthdays and anniversaries. Armed with all this information, your hosts can greet diners with a personalized touch that would be impossible without a CRM system. They can greet guests by their name, welcome them back if they are regulars, guide them to their preferred table without being asked where to seat guests, and specially treat them if they are VIP customers. This level of attention to detail will delight your guests and make them feel special and important, and strengthen their loyalty towards your restaurant. Below are a few scripts for your host/hostess to greet your customers with. Paired with the tips mentioned above, they will help your guests feel more welcome and start the dining experience off on the right foot. If the guest’s name has been picked up by caller ID: If the customer is regular: Print out the mini-scripts and take a few minutes before your next pre-shift meeting and present them to your greeters. Ask them to practice the one they like most and role-play them with you at the next pre-shift meeting. Once they get used to using them to greet (and create small talk) your guests, you’ll find they’ll want to help create an even more memorable guest experience. Okay, so you've doubled down on your greeting when guests arrived. But, it's also important to be prepared to greet guests in difficult situations. Here's a few examples and tips on how to deal with customers that might be a bit impossible: In the case of late arrivals, it is essential to handle the situation tactfully. Greet late customers with a warm welcome and efficiently accommodate them. Offer reassurance and provide alternatives if necessary, such as adjusting the reservation or offering a seat at the bar. This flexibility demonstrates the restaurant's commitment to customer satisfaction, even in challenging situations. Occasionally, customers may have complaints or concerns. Once again, it comes down to training your staff to handle these situations with empathy and professionalism. Actively listen to the customer, apologize if necessary, and work towards finding a satisfactory resolution. By addressing complaints promptly and effectively, you can turn a negative experience into a positive one and build customer loyalty. Some customers may have special requests or dietary restrictions. Handle these requests with attentiveness and care. Ensure that the kitchen is informed of any special requirements and communicate the options available to the customer. By accommodating special requests, you can create a positive and inclusive dining experience for all customers. >>> Use a system, like Eat App to help with guest preferences. Sign up is free. Welcoming disabled guests to your restaurant is an essential part of providing excellent customer service and ensuring that everyone feels comfortable and included. Here are tips on how to greet a disabled guest at your restaurant: >>>> Download our guide on how to improve your guest experience today Greeting customers in a restaurant is an art that requires warmth, attentiveness, and personalization. By mastering the art of the initial greeting, you can create a memorable first impression, set the stage for a positive dining experience, and build customer loyalty. Remember, a genuine smile, friendly language, and personalized gestures can go a long way in creating a welcoming atmosphere that keeps customers coming back for more. How do you greet customers in your restaurant? Greet Customers with Confidence 1. Smile and Connect: Greet customers with a genuine smile and make eye contact. 2. Respectful Greetings: Address customers with appropriate titles like "sir," "ma'am," or "miss." 3. Prompt and Polite: Respond quickly and politely to their presence. 4. Active Listening: Engage in attentive listening to understand their needs. 5. Leverage Systems: Use existing systems to manage customer flow efficiently. How do you politely greet a customer? A warm smile, eye contact, and personalized service are the cornerstones of a memorable greeting. By addressing customers by name and actively assisting them in their search, you create a welcoming atmosphere that encourages repeat visits.
Key Takeaways
1. Greet guests the right way
Further reading
Further reading
1.1 Smile and keep eye contact
1.2 Use polite and friendly language
1.3 Adjusting greetings based on the customer's mood
1.4 Collect guest information before guests arrive
2. Greet guests correctly on the phone
Further reading
Further reading
3. Greet guests as people, not customers
4. Make greetings more personal
Further reading
5. Use mini-scripts to improve your greetings
Restaurant greeting scripts
Phone scripts
Goodbye scripts
6. Handle difficult situations like a pro
Dealing with late arrivals
Addressing customer complaints
Handling special requests
Further reading
Additional 12 tips for greeting guests
Takeaways
Frequently Ask Questions (FAQ)
Frequently Ask Questions
How to Greet Customers in a Restaurant in 2024 (Tips Included) (2024)
Table of Contents
Key Takeaways
1. Greet guests the right way
Further reading
Further reading
Further reading
2. Greet guests correctly on the phone
Further reading
Further reading
3. Greet guests as people, not customers
4. Make greetings more personal
Further reading
5. Use mini-scripts to improve your greetings
Restaurant greeting scripts
Phone scripts
Goodbye scripts
6. Handle difficult situations like a pro
Dealing with late arrivals
Addressing customer complaints
Handling special requests
Further reading
Additional 12 tips for greeting guests
Takeaways
Frequently Ask Questions (FAQ)
Top Articles
Should You Use Coffee Grounds For Roses? The Definitive Answer — Gardening, Herbs, Plants, and Product Reviews
Black & Tan - Yuengling
Speedtest: So messen Sie die DSL-Geschwindigkeit richtig
Speedtest durchführen: Geschwindigkeit messen | Telekom
Pokemon Location Guide (Rejuvenation) [V11 Updated]
Pokemon Location Guide
Edward Scissorhands (1990)
How to Split Screen Lg TV – Just Speak Celebrity Gossip
MAHONING COUNTY COURTS
Zipformsonline Plus Login
Judy Byington Reports
Judy Byington Reports
Latest Posts
The Biblical Origins of Tilapia - The Healthy Fish
Taco Bell explains the 12% of 'other' ingredients in its beef
Article information
Author: Golda Nolan II
Last Updated:
Views: 6350
Rating: 4.8 / 5 (78 voted)
Reviews: 85% of readers found this page helpful
Author information
Name: Golda Nolan II
Birthday: 1998-05-14
Address: Suite 369 9754 Roberts Pines, West Benitaburgh, NM 69180-7958
Phone: +522993866487
Job: Sales Executive
Hobby: Worldbuilding, Shopping, Quilting, Cooking, Homebrewing, Leather crafting, Pet
Introduction: My name is Golda Nolan II, I am a thoughtful, clever, cute, jolly, brave, powerful, splendid person who loves writing and wants to share my knowledge and understanding with you.