Front of house · 4 minute read

How to greet guests in a restaurant

For new floor staff and the people training them: the door and the walk to the table, with words to use and words to avoid.

Guests decide a lot about their night before they even sit down. A quick, warm greeting tells them they are in good hands. A slow or flat one has them watching for the next mistake.

Acknowledge them within seconds

You will not always be free when people walk in. A look, a smile and a few words still count. Guests will happily wait a minute once they know they have been seen.

Say
“Hi, welcome in. I'll be with you in just a moment.”
Avoid
“Yep, one sec.”
  1. 1Greet them and check the name on the booking.
  2. 2Pick up the right number of menus before you walk.
  3. 3Walk at the guest's pace and glance back to check they are with you.
  4. 4Gesture to the best seat, or pull out a chair if the venue does that.
  5. 5Tell them your name, or who is looking after them, and when you will be back.

Reading the table

As they settle, take a few seconds to read them. A celebration, a quick work lunch and a first date all want a different pace from you. The clues are usually right in front of you.

  • A pram or high chair: get water and a quick option for the kids on early.
  • Laptops or phones out: they likely want efficient, light-touch service.
  • A card or gift on the table: someone may be celebrating, so ask gently.
  • Checking the time: ask if they have somewhere to be afterwards.
  • A couple leaning in, talking quietly: keep your visits short and well timed.
Say
“Are you on a bit of a timeline tonight, or settling in for a while?”
Avoid
“Are you in a rush?”

Get water on the table within the first couple of minutes. It buys you time and shows the table someone is looking after them.

Check yourself

You are carrying plates when a couple walks in. What is the best first move?

  1. Finish your run first, then go to the door
  2. Catch their eye, smile and say you'll be with them in a moment
  3. Wave at a colleague and leave it to them
  4. Wait until you have a free hand before looking up
Show the answer

B. A quick acknowledgement tells guests they have been seen. Most people will wait happily once they know that.

In the Academy this lesson ends with questions like this one, and every answer has to be right for the lesson to count.

Gaplessly Academy

Train your floor team in Gaplessly Academy.

This guide is one lesson from the Academy: 4 starter courses and 19 lessons of a few minutes each, every one ending in a quick check, inside the same dashboard you take bookings in.

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