steps of service

making a reservation in person

• be first to greet, when you see guests or guest approaching initiate by saying "Good morning/good afternoon/good evening welcome to Sessions, how are you/how is everyone doing?”

• ask guest(s) how may you help them today

• when identifying they’re here to make a reservation, ask the following in order 

  • what day and time

  • how many guests

  • are you staying in the hotel

    • if so, ask for room #

    • if not, ask for contact number so we can call on day of to confirm

  • are they celebrating any special occasion

  • any allergies

  • repeat reservation details and ask if you can help with anything else 

  • if yes, help with further questions or info

  • if no give them a warm farewell using their name and let them know we are looking forward to having them join us 

making a reservation (phone call)

• answer the phone within 3 rings

• “thank you for calling Sessions at Hard Rock Hotel London Ontario, my name is Abby who do I have the pleasure of speaking with today?”

• “thank you, mr/mrs (name), how may I help you today?”

• when identifying they are calling to make a reservation, ask the following questions in order:

  • what day and time 

  • will I be making the name under your name

    • if yes, continue with questions below

    • if no, inquire the name for reservation

  • how many guests 

  • are you staying with us in the hotel

    • if yes, ask for room #

    • if no, ask for contact number so we can call to confirm reservation

  • are they celebrating any special occassion

  • does anyone have any allergies

  • repeat reservation details and ask if there’s any further questions

    • if yes, help guest with questions or info they need

    • if no, give them a warm farewell (name) and let them know we are looking forward to seeing them

welcoming a guest to the restaurant (with reservation)

• be first to greet guest to restaurant, when approaching initiate convo by saying “good morning/afternoon/evening welcome to sessions, how are you?”

• ask guest(s) how you may help them 

• keep eye contact and smile, only look down at iPad when not speaking to the guest 

• ask guests if they have a reservation 

• if they do, ask the name of reservation and confirm details 

  • if there are any special occasions, confirm who the guest is who is celebrating 

  • if there are any allergies, confirm who has allergies (communicate this to server upon passing them the chit after you’ve sat the table)

• if you are a solo host, grab menus and walk guests to the table

  • if not able to do this immediately, offer them a seat at the bar and go get them when a table is ready

• if you have multiple hosts, one host will be assigned to the host stand and one to walking guests 

• as walking to table, continue to engage in convo

• when arriving at table, ask ladies first, “Ladies, may I help you with your chair?”

  • if yes, slowly pull out the chair allow the females to sit and slowly push in

  • if no, ask gentleman in the group if you may help them with their chairs 

    • if yes, slowly pull out chair, allow them to sit, and slowly push in

• once entire table is seated, place menus in front of ladies first, kids second, gentleman third

• before departing, finish with saying “(servers name) will be taking care of you today, they will be over in a moment. please enjoy your visit!”

• return to host stand

welcoming a guest to the restaurant (without reservation - walk ins)

• be first to greet guest to restaurant, when approaching initiate convo by saying “good morning/afternoon/evening welcome to sessions, how are you?”

• ask guest(s) how you may help them 

• keep eye contact and smile, only look down at iPad when not speaking to the guest 

• ask guests if they have a reservation 

when identifying they are a walk in and would like to be seated, ask the following questions in order:

• may I get a name

• how many guests

• are you staying in the hotel

  • if yes, ask room number, if no, no more info needed

• are they celebrating anything special

• does anyone have any allergies

• if you are a solo host, grab menus and walk guests to the table

  • if not able to do this immediately, offer them a seat at the bar and go get them when a table is ready

• if you have multiple hosts, one host will be assigned to the host stand and one to walking guests 

• as walking to table, continue to engage in convo

• when arriving at table, ask ladies first, “Ladies, may I help you with your chair?”

  • if yes, slowly pull out the chair allow the females to sit and slowly push in

  • if no, ask gentleman in the group if you may help them with their chairs 

    • if yes, slowly pull out chair, allow them to sit, and slowly push in

• once entire table is seated, place menus in front of ladies first, kids second, gentleman third

• before departing, finish with saying “(servers name) will be taking care of you today, they will be over in a moment. please enjoy your visit!”

• return to host stand

if tables are not available (for walk ins)

• offer a seat at the bar for a beverage and let them know how long it will be until a table is ready

  • must be accurate with communicated times, standard is to be within 5 minutes of estimated wait time

  • if you can seat a guest earlier, approach and let them know if they would like we are able to seat them sooner than anticipated

    • if they accept, continue with steps of service from walking a guest to a table

  • if the wait time is going to be longer than original estimated, please communicate with manager on duty or supervisor on duty and they will go and speak with the guest

  • if we are fully occupied for the evening, apologize and offer to make them a reservation in 1913 (if possible), inform them we also have GMT-5

    • may also offer to make a guest a reservation for a different night, or different date and time

guests departing restaurant (breakfast)

• as you see guests leaving the restaurant, do your best, to thank everyone for dining with us today and offer them a glass of complimentary (insert water offerings) for them to take

• finish the farewell with “I hope you enjoy the rest of your day”

• if you can remember their name, use it once more in your farewell

• if you remember they were celebrating something, congratulate them once more on their way out

guests departing restaurant (lunch and dinner)

• as you see guests leaving the restaurant, do your best to thank everyone for dining with us today and wish them an enjoyable rest of their day

• if you remember their name, please use it once more in your farewell

• if you remember they were here celebrating something, please congratulate them once more on their way out

in room dining - answering a phone call

• answer the phone within 3 rings

• “thank you for calling in room dining, this is abby speaking, who do I have the pleasure of speaking with today?”

• “thank you mr/mrs (name), how may I help you this morning/afternoon/evening?”

• when identifying they are calling to make an in room dining order, follow the below questions and write it down on IRD sheet

  • room number

  • how many guests will we be setting up for

  • are there any allergies

  • perfect, what may I get started for you mr/mrs (name)

  • suggest selling: after guest has ordered, if there are no beverages or desserts order, ask the guest if they would like to add any

  • if the answer is no, repeat what they have ordered

  • you will then quote a time of arrival for the dishes - our standard will be 20-30 minutes

    • expectation is that we deliver the order within 5 mins of quoted arrival time

    • if there are multiple orders you may extend your quote time to up to 30 mins

• you will then end with a warm farewell (name) and wish them a great day