HOT POTATOING THE GUEST



       Often, you may witness a scenario in your venue where the host or hostess brings a guest to their table, pulls out the chair, greets them in a hurried manner, and swiftly departs, leaving the guest either standing awkwardly next to the table or seated, feeling neglected. This lack of attention can leave guests feeling unappreciated and even frustrated.


What's happening here is a clear case of neglect. While the host or hostess may feel busy and overwhelmed, their rushed approach fails to show the guest the respect and attention they deserve. As a result, guests may perceive their table assignment as unsatisfactory, leading to unnecessary dissatisfaction.


This situation can be likened to a "hot potato" scenario. The issue is passed on to the waiter, who must now address the guest's concerns or attempt to find a better table, all while managing their other responsibilities. This not only distracts from the smooth operation of the restaurant but also places undue pressure on the waiter to rectify a situation that could have been avoided with proper attention from the host or hostess.


In the realm of guest experience, the reception staff play a crucial role in shaping the initial impression and setting the tone for the guest's visit. Despite the demands of a busy reception area, it's essential for staff to prioritize giving genuine attention and care to each guest interaction. After all, providing exceptional hospitality is our ultimate goal.


Additionally, it's important to consider the potential impact of management pressure on the host or hostess to quickly turn around and attend to the next task. While efficiency is important, it should never come at the expense of guest experience. Rushing through guest interactions only serves to exacerbate potential issues and detract from the overall guest experience.


In summary, while the demands of a busy environment may be pressing, it's crucial for all staff members to prioritize genuine guest care and attention. By doing so, we can ensure that every guest feels welcomed, respected, and well taken care of from the moment they step through our doors, creating memorable experience that keep them coming back for more.


                                                                                                                Vuk Ziza

                                                                                                                                 Founder

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