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INTERNATIONALOPERATIONSPREOPENINGMANUALGENERALINFORMATIONRESTAURANTPAGE3THERIGHTWAYHOSTESSINGTRAININGTOPICSHOSPITALITYDOYOUORDONTYOUGREETINGANDSEATINGGUESTSSAMPLESCRIPTTOOBUSYTOHELPAGUESTGREATER/SEATERSTANDARDSOFSERVICETELEPHONEHOSPITALITYTELEPHONEETIQUETTEJOBLEARNINGCHECKLISTGREETER/SEATERQUIZFORCERTIFICATIONOFGREETER/SEATERGROOMINGSTANDARDSGENERALSERVICERULESTHESCATTERSYSTEMOFSERVICESAMPLEPARLEVELSROOMSERVICEPAGE79TYPEOFGUESTSWHOORDERROOMSERVICETRAYANDTROLLEYSETUPANDSERVICENOTESORDEROFSERVICEANSWERINGTHEPHONEKEYSTEPSTOREMEMBERFORORDERTAKERVIP/REPEATGUESTSPACKAGEORDERPROCEDURESSAMPLETRAININGTOPICSFORROOMSERVICETASKSFORROOMSERVICETRAININGMINIBARJOBDESCRIPTIONANDPROCEDURESTASKSFORMINIBARTRAININGMARRIOTTINTERNATIONALALLRIGHTSRESERVED1998RESTAURANTPAGEG2“THERIGHTWAY”“MARRIOTTDOESITRIGHT“THISISHOWGUESTSFEELWHENTHEYAREWARMLYWELCOMED,MADECOMFORTABLEANDTREATEDASSOMEONESPECIALTHEREARETHREEELEMENTSINPRODUCINGTHISFEELINGHOSPITALITYCOURTESYANDATTENTIONTOGUESTNEEDSATHEATMOSPHEREOFHOSPITALITYISSHOWNTHROUGHTREATINGEVERYGUESTWITHTHEATTITUDEOF“WEAREGLADYOUAREHERE”REGARDLESSOFTHETIMEOFDAYORNIGHT,THETYPEOFDRESSOFTHEGUEST,THEVOLUMEOFBUSINESS,THEATTITUDEOFTHEGUEST,ETC,EACHGUESTEXPECTSANDDESERVESTHESAMETYPEOFQUALITYSERVICEATMARRIOTTTHISISOURAIMBITISTHENATUREOFFOODANDBEVERAGEOPERATIONSTOBEFASTPACEDDURINGBUSYMEALPERIODSORWHENGUESTSAREINAHURRYFORSERVICESERVICE,HOWEVER,CANBEACCOMPLISHEDDURINGTHESETIMESWITHCOURTESYEVENDURINGTHESE“BUSY”PERIODS,WEMUSTREMEMBERTOUSEBOTHVERBALEXPRESSIONSANDBODYLANGUAGEMANEUVERS,SUCHASSAYING“THANKYOU,”“PLEASE,”AND“EXCUSEME,”“MYPLEASURE,”“YOUAREWELCOME,SIR”ANDSTOPPINGTOLETAGUESTPASSBYBEFOREPULLINGOUTACHAIRFORANOTHERCONTINUALEMPHASISONTHESEGESTURESOFCOURTESYWILLENSUREOURSUCCESSINHOSPITALITYCTHEQUALITYOFSERVICEISAMAJORFACTORINTHESUCCESSOFFOODANDBEVERAGEOPERATIONSITISALSOAPRIMEREASONWHYMANYOFTHEMFAILMARRIOTTHASENJOYEDAGOODREPUTATIONFORQUALITYSERVICE,BUTCANNOTRESTONLAURELSEARNEDTHEREISCONSTANTCHALLENGEINMAINTAININGQUALITYSERVICE,ESPECIALLYWITHTHEEXPLOSIVEGROWTHOFTHEHOSPITALITYINDUSTRYANDTHEMANYCOMPETITORSCONTINUALLYENTERINGTHEFIELDGOODSERVICEMEANSGRACIOUSANDEFFICIENTATTENTIONTOGUESTSWANTSANDNEEDSTHISCANONLYBEACCOMPLISHEDTHROUGHPROPERTRAINING,MANAGEMENT,SUPERVISION,ANADEQUATESUPPLYOFSERVICEEQUIPMENTANDAPHILOSOPHYWHICHAPPRECIATETHEGUESTANDKEEPHIM/HERINMINDASBEINGTHEMAINREASONEVERYONEISHEREDTHEMOSTAMBITIOUSHOSPITALITYPROGRAMISDEPENDANTUPONPEOPLETOMAKEITSUCCESSFULTHEPERSONALTOUCHOFEACHASSOCIATEMAKESTHECONCEPTCOMETOLIFEMARRIOTTINTERNATIONALALLRIGHTSRESERVED1998RESTAURANTPAGEG3MARRIOTTINTERNATIONALALLRIGHTSRESERVED1998RESTAURANTPAGEG4HOSTESSINGTRAININGTOPICS1DISCUSSEACHPOINTFROMTHEHOST/ESSJOBDESCRIPTIONEACHHOST/ESSWILLSIGNTHEJOBDESCRIPTIONANDTHISWILLBEATTACHEDTOHIS/HERFILE2GREETINGGUESTSCALLGUESTBYNAME,IFPOSSIBLEWITHASMILEANDFRIENDLYATTITUDE“GOODMORNING,”“GOODEVENING”NOT“HI”OR“HELLO”ASKHOWMANYINTHE“PARTY”HOWMANYTOTALGUESTS3HOST/ESSDESKALWAYSKEPTNEAT,CLEANHAVEALLSETUPCLEANMENUSMATCHESTOOTHPICKS,WRAPPEDPENSMARRIOTTCOMMENTCARDSFRESHFLOWERSORSIMILARFRESHLOOKTELEPHONENUMBERSOFHOTELDEPARTMENTSEMERGENCYTELEPHONENUMBERSRESERVATIONBOOKFLOORPLANDAILYEVENTSHEETROOMINGLISTCIACASHINADVANCE,FORGUESTSWHOCANNOTCHARGETOTHEROOMLISTNEVERUSETHEHOST/ESSSTANDASABARRIERBETWEENYOUANDGUEST4HANDLINGANDTAKINGRESERVATIONSASKNAME,DATE,TIME,WHICHRESTAURANT,HOWMANYPEOPLEINTHEPARTY,ANYSPECIALREQUESTSLIKENOSMOKINGORAWINDOWTABLEORAQUIETPLACE,ETC,WRITEALLCAREFULLYINRESERVATIONBOOKANDSIGNGUESTNAME5EYECONTACTALWAYSWATCHEACHOTHERORSERVERSSOYOUCANUSESIGNALSTOMAKEYOURJOBMOREEFFECTIVEMARRIOTTINTERNATIONALALLRIGHTSRESERVED1998RESTAURANTPAGEG5HOSTESSINGTRAININGTOPICSCONTINUED6WAITINGLISTHANDLEGUESTSGRACEFULLYINVITETHEMTOWAITINTHELOBBYBARORTHEOTHERWAITINGAREAANDBESURETOCALLTHEMWHENTABLEISREADYBEREALISTICWHENINFORMINGTHEMABOUTWAITINGTIMEKNOWEXACTLYWHERETHENEXTGUESTSAREGOINGTOBESEATEDONEGREETINGHOST/ESSINTHISSITUATIONISENOUGHATTHEDOORTHEOTHERSCANSTHEDININGROOMTOLOOKFORPOTENTIALACCOMMODATIONS7SEATINGGUESTSALWAYSWALKINFRONTATTHESAMESPEEDASGUESTSAPPORTIONANDROTATETHEGUESTSAMONGSTATIONSTODISTRIBUTETHESERVERSWORKLOADEVENLYCHECKCHAIRSANDTABLESETUPSASYOUARETHELASTWHOCANCORRECTSOMETHINGTHATISWRONGBEFORETHEGUESTNOTICESITWHENYOUREACHTHETABLE,PULLOUTAHEADCHAIR,AND,IFTIMEALLOWS,CONTINUEPULLINGCHAIRS,PARTICULARLYFORWOMENANDCHILDRENMAKESUREGUESTSARECOMFORTABLEIFBIGSIZEDSEATTHEMONTHEBOOTHS,IFBUFFETISINOPERATION,SEATPEOPLEAWAYFROMNOISE,KITCHEN,BRINGHIGHCHAIRSFORCHILDREN,IFDESIREDPRESENTANOPENMENUTOEACHGUESTWISHTHEMANENJOYABLEMEALIFGUESTASKSYOUFORSOMETHINGDRINKS,ETC,MAKESURETOTELLSERVERKEEPINYOURMINDTHEGOALISTOPLEASETHEGUESTGUESTSDININGALONEPREFERSIDETABLESCOUPLESLIKEPRIVACYILL,ELDERLYPEOPLEAPPRECIATEBEINGNEARANENTRANCEANDRESTROOMSPARENTSWITHCHILDRENPREFERBEINGINLESSBUSYAREAS8ANSWERINGTHEPHONEANSWERPROMPTLY,AFTERMAXIMUMOF3RINGSSTANDARDGREETING,“GOODTIMEOFDAY”ASKHOWYOUCANHELPWRITEDOWNANYMESSAGESANDREADBACKTOMAKESURETHEYARECORRECTTHANKTHEPERSONFORCALLING9MENUCLASSTASTEPANELSHOSTESSWITHMANAGERSARERESPONSIBLEFORCONDUCTINGTHEMENUCLASSBEFOREEACHMEALMENUCLASSSHOULDBE“SSS,”SHORT,SIMPLE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