Position Training Program For Hostingp H R I M 256 Class
Position Training Program for
Working Efficiently and Accurately
April 2, 2009
Your Training Objectives Will
Training with a certified trainer
Learning your job
Follow Shift/Skills Observation
Practice new skills
Feedback on your skills
30 Day Review
Meet with manager
Discuss your training experience
Feed back on your performance
Vision Statement for Host
To deliver hospitality you can taste and
touch by welcoming and seating guests
entering the restaurant and maintaining
the cleanliness of the lobby and
restrooms. Also to create delight, trust,
and magic for guests.
Goal and Objective
The Goal of your job is to welcome and seat guests with
Usually, the host will take the guests’ names and ask for their table
preference if the restaurant is busy.
The host maintains a book or chart, showing the sections and
tables so that they know which tables are occupied and which one’s
are able to be seated.
The Objective of your job, is to escort guests to the tables
conveniently, present menus, and familiarize some special
sale promotions to guests.
Sometimes you’ll need to remove excess covers from the table .
Responsibilities of Host
Arrive to work on time and ready for work, neat and well groomed,
according to the standards
Genuinely welcome and greet guests immediately, make eye contact
Find ways to delight guests with personalized service and acts of
Own and resolve all guest requests or concerns quickly
Assist in take –out orders and service to guests
Know available tables in dining room, seat guests at best available
table. Walk at the guest pace and engage in conversation
Provide accurate small and large party wait quotes
Genuinely thank guests, ask them about their meal and service, and
invite them to return
Keep lobby clean and attractive for guests
Ensure tables are ready to be seated
Who Will I Be Working
A host is part of FOH which is called front of the
house. This includes anyone with guest contact
from the host, server, bartender, and dinning
Session 1 Review
You should be knowledgeable and confident on these topics:
Role of a host
Crewmanship in the restaurant
Answer these questions:
Your priority is to deliver a great guest experience by greeting guests,
_________ guests and managing the ___________ to keep the dining room
2. Our guests expect the restaurant to:
1. Be sparkling __________
2. Serve the ___________ food
3. Have the ____________ crew
3. Friendly includes the way you treat guests and ________.
Talking to guests is one way to make them feel special and let them know that
taking care of people is our passion. List five statements you could say to a guest
(or a group of guests) that would prompt a casual conversation.
1. ___________________________ 2.______________________________
3. ___________________________ 4._______________________________
Guest Cue You May Want to Consider
Guest in a wheel chair or assisted
A table in an area where it is easy
by a seeing eye dog to remove a chair to make room
for the wheelchair or dog
Guest having difficulty walking A table close to the entrance
Guest with an oxygen tank A table away from the smoking
A quiet area of the restaurant
Guest wearing a business suit
A table rather than a booth
Might need to find the telephone
Guests looking around
restroom, menu, etc.
Handling Guest Problems
Listen- “I hear you…”
Don’t make excuses
Don’t assign blame
Don’t be defensive
Apologize- “I apologize…”
Apologize that their experience isn’t what they expected
Explain that you’ll get a manager
Get Your Manager Involved- “Let me get the manager to help…”
Thank the guest for bringing it to your attention
Get your manager
Session 2 Review
You should be knowledgeable and
Answer these questions:
confident on these topics:
Connecting with guests in the 1. As guests are leaving, always ask how
their meals was and _____________.
When guests have concerns, you should
Seating guests, talking with
listen, _____________, and get a
them on the way to their table
manager to help solve the problem.
Accommodating special needs
Now demonstrate the ability to
Keeping lobby and dining room
clean Greet and connect with guests in the lobby
Handling guest problems
Walk at the guest pace and have a friendly
Identify tables that are ready to be sat
Identify tables that are dirty
Key Things To Be Aware Of
Good Personal Hygiene
Being fresh and clean is what our guests expect. That includes following our sanitation
standards. Taking the self-responsibility to practice good personal hygiene, double
check that food is cooked to proper temperature and all work surfaces are clean, will
help keep everything fresh and clean.
Use deodorant, keep fingernails short and clean, maintain clean teeth, hands, hair
Do not touch cooked or ready to eat foods with your bare hands-always use gloves
Wear a clean apron
Do not wipe your hands on your apron
Eat, drink, and smoke only in designated areas
Follow these procedures to wash your hands:
Use a designated hand sink
Wet hands with warm water
Use soap to build up a good lather
Wash both hands thoroughly, up to the elbows, for twenty seconds
Clean underneath fingernails and between fingers
Rinse and dry with paper towel
Always wash your hands after you eat, drink or smoke
Double wash your hands after using the restroom
Key Things To Be Aware Of
Ensuring guest and crew member safety is everyone’s responsibility. If you
see an unsafe condition, fix it and report it to a manager immediately.
Situations to look for during your shift:
Nails or splinters sticking out from walls or doors
Unlocked chemical storage areas
Blocked emergency exits
Debris on floor
Hokey's, tray jacks or high chairs in walkways
Chipped/cracked glassware or dishware
Walker, John. Introduction to Hospitality. Pearson
Prentice Hall. Columbus, Ohio 2009. Pages
Hall, Pearson. Human Resources Management and
Supervision. Upper Saddle River, New
Jersey: National Restaurant Association
Educational Foundation 2007. Pages 160-
Assessment on the Training
Three Components of Assessment
On the Job training
Your actually “doing” the job, able to
socialize, and have interaction with workers
However, it really matters who is training you as you
follow them around on the job
With this type of training it is difficult
because there is no insight or processing for
You can use lecture for this training part to
teach a lot of information
However, there is no interaction and this is usually timed.
The trainee will get distracted easily and you don’t know if
they are actually learning the material.
Additionally, using technology to lecture without
paying a lot.
However, you are not able to get a response back from
trainee when they have questions or suggestions.
Using workshops for attitude training
They are useful for training employees but they are
not real life scenarios. You might not get real
Using technology for attitude training
You can elaborate on diversity, motivation, personal
health, and age discrimination.
However, you really can’t obtain feedback from the trainee this
By using this training program it should benefit the rest of the
organization because it implements and combines all the training
methods into one. For starters, it assures that you will be trained
professionally and with a certified trainer, and not all organizations do
this. Secondly, it has a thorough break down of what you’ll learn,
otherwise known as the objectives. This is key to help trainees
understand clearly what they will be taught.
When conducting the needs assessment for this it would be great to
have questionnaires, job performance measurements to motivate the
trainee, skills test, and performance documents to assure that the
trainee is actually learning from the program. This would be great for
the trainee because in McClelland's Needs- Achievement Theory they
have a need for achievement, power, and affiliation. And if you don’t
properly train them and invite them warmly into the company, this
could potentially have a bad impact on the company as a whole.
Selecting Trainees and Guidelines
When selecting the trainees the organization should pre-
test them to see where their strengths and weaknesses
are and go from there. Then again after the training
program evaluates them to see the success of the training
program so you know they learned the job position.
Choose the best set of training methods based on what
knowledge that they need to learn and how they learn. To
have a good training session the organization needs to
motivate the trainee, provide active participation, provide
opportunities to practice, allow feedback, and provide
means for reinforcement. For effective learning to take
place feedback is essential and critical for both learning
Transfer of Training Concept
You have to make sure the training sticks by implementing
the following training methods:
Prepare- prepare the trainee to be motivated to pay attention and learn the
material. Organize your documents so that it is easy to convey the learning
objectives, and to introduce the trainee to the content.
Present- present the new information at a level that the trainee is able to
understand and learn. Show the tasks, explain what you are doing, and
give tips for the job. Provide pictures and diagrams to help the trainee
remember what you taught them better. Allow plenty of time for questions
and feedback to assure that they are learning and understand the material.
Use a variety of real-world circumstance to help them better understand
Practice-Show the trainee what you are talking about. Give them a chance
to practice as you observe and advise. Then you are able to immediately
communicate what they are doing right or wrong.
Perform- Allow the trainee to perform the new skill with on the job training.
Observe and follow up on the task to assure that they are doing it right.
After a period of time test them to make sure the training program is a
success. You’ll be able to tell if the training program was a waste or worth
your time and money.
Evaluation of Training Program
Training is a powerful way of improving employee’s
skills, knowledge, and attitudes. It offers many benefits
such as improving skills and productivity. Implementing a
good training program can really pay off your investments.
There are Four Levels of Evaluation that can be applied to
training programs to assure success:
Job behavior level
Reaction Evaluation Job Behavior Evaluation
Collect comments from the trainees to The main idea is to change how the job
determine how they felt and if the is actually performed, not just giving
training program worked well. This will knowledge to the trainees. It collects
provide the organization on whether information from the trainees and
they need to make improvements or supervisors showing how well the
adjustments. You can use plenty of learning was actually transferred to the
things to get this information but a job application.
good one is to use a post-training
reaction form to provide this insight.
Assesses overall impact of the other
This will gather data about what the
three on the organization as a whole. It
trainees have learned. Practice and
interview supervisors about
performance, the last two of the four
costs, benefits, and productivity
Ps method, satisfy this level of
improvements. Depending on these
evaluation. This is accomplished
evaluations the organization will be able
usually by impartial testing or expert
to see if everything went well or if
assessment, but can be provided in
changes need to be made to the training
the form of a written test.
or post training.
Hall, Pearson. Human Resources
Management and Supervision. Upper
Saddle River, New Jersey: National
Restaurant Association Educational
Foundation 2007. Pages 107-199.
Shearer, Jeremy. Class Notes. March 26,