Ms. Ross

Food & Beverage

Evaluating Your Hosts and Bus People

By Susie Ross, Founder, Waiter Training

In the restaurant business we like to say we know how important the Hosts and Bus People are, yet we seem to push them aside when it comes to training and menu knowledge. They aren't the ones who have the most contact with your guests; therefore, they don't need to be trained as extensively as your wait staff.

If we think about that, we might realize that they do spend quite a bit of time with our guests - all of them. They are always visible; they're the people guests beckon to get their server to their table and they don't usually know much about the menu!

Who is the first person your guests see when they enter your restaurant? Usually it is your host/greeter. Even if she is only 16 years old, she needs to be knowledgeable and above all, personable. Personable embodies the terms friendly, accommodating, likable and courteous. Everyone has gotten used to the high school student's part-time job as every restaurant's first impression when they walk into your establishment. Typically, she is wearing the latest fad, yet she wouldn't know how to put on a smile unless threatened with termination.

If there is more than one host, they are gossiping with each other and continue doing so right up until they say "Hi, two for dinner? Right this way..." She doesn't wait for a response; she just takes you on a course through the restaurant to your table, puts the menus down and walks away. Next, you are visited by your teen-aged busboy, who may or may not grunt a "hello" to you as he pours your water and then rushes off to clear a table so more people can be seated, grunted to and then served water.

We know that scene all too well. How much more would you like to visit that restaurant if the host greeted you as if she was truly glad to see you? Wouldn't you feel welcome in that restaurant if she then asked you "how many people will be dining with us tonight?" Upon telling you that there is a table for you, please follow this way, she pulls out the chairs for you and places the menus in front of each seat! She might even recommend a favorite appetizer to think about or remind you that there is a full bar from which to choose excellent wines, beer and liquors. Your busboy stops by, greets you warmly and then asks if you would like water. He's so warm and likable that you think he's your waiter, and you're truly surprised to find out that he isn't!

Often restaurants can only hire high school students for these jobs because they typically don't pay enough to support a person living on his/her own. That's perfectly ok and even desirable, considering they are learning a work ethic that will be useful later in their lives. How much better for them and for your restaurant's reputation if they had the confidence to talk to people in a friendly manner and the knowledge to be able to step in and help out when needed? The more they know about your menu and your bar, the better they will be able to answer questions that are inevitably asked of them. They can help out in the up-selling of items when they know more about your menu! Use your bright kids to their fullest potential and make your restaurant look even better to your guests!

It's sometimes difficult to know if a person you hire is going to be the best choice for these important positions. Hire personality first; you can always train the other stuff. One of my favorite sayings is "you can't train someone to have a personality" - and it's true! Your restaurant could be the first job they will ever have and they need some guidance. Take part in their confidence and career-building techniques. Lack of confidence is the main reason young hosts and bus people behave the way they do. A little bit of fun practice in a "safe" (no guests) environment can be a powerful antidote.

These people should be included in regular service staff training. They could become future servers someday! Offer training sessions focused on only their respective positions. Everyone should have to participate because other people can offer valuable insight into issues that might seem awkward. Servers in particular may have advice on many issues because they typically have worked in both positions. Use the knowledge of the staff you have.

The other option I like to see is the hiring of an older person to greet and seat. Again, personality is key; you want a pleasant, attractive person and personality. You also want to avoid a "Chatty Cathy." Finding the happy medium is hiring the self-confident person who isn't looking for friendship from every guest who walks through your door.

Self-confidence, a pleasant personality and a full personal life will almost ensure the kind of person you want at your front door. Consider paying more to a person who is a little older and make it worth his/her effort. The old adage "you have to spend money to make money" is usually true; this case is no different.

The best example of an ideal host is one who takes ownership of the position and the restaurant. Guests should wonder if the host is the owner or just really well-invested in the company!

The best example of a bus person is one who behaves like a server. Guests should assume him/her for a server and never be told otherwise. That means treating your busboys with the same respect given to servers and hosts.

Invest in these positions as in depth as you do the servers'. Make the host job more challenging than just the usual greet and seat and lean on the podium kind of position. The bus people have plenty to do on the floor, yet they (and servers) always manage to find time to lean and chat about their bad tips. One of my favorite managers from the past used to love to remind his staff (ad nauseum), "You got time to lean, you got time to clean!" It's too easy to look and actually be busy in this business without having to be told what to do.

Investing in these positions. Impress upon your young people, or older, as the case may be, the importance of their jobs putting them through the same rigorous training as servers, including testing for standards, steps of service and menu knowledge. After all, the front-of-house staff is there to serve the guests. There shouldn't be any set boundaries as to who can do what for a guest.

Your hosts, bus people and servers are the face of your business, people to whom your guests refer when they talk about your restaurant. What do you want them to say?

Susie Ross founded Waiter Training. She holds a degree in Speech/Communications with an emphasis in Theatre, from Metropolitan State College of Denver and has made a successful career of selling and serving food and beverages. Her background in the restaurant business includes fast-paced, breakfast and lunch service and a more formal, evening and dinner atmosphere. Building confidence in both experienced and inexperienced staff has become her trademark. Susie believes servers must approach the table with confidence and an ability to sell the menu, irrespective of the type of restaurant. Ms. Ross can be contacted at 720-203-4615 or susan@waiter-training.com Extended Bio...

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