Greeting customers warmly is crucial to providing exceptional restaurant customer service in any successful hospitality business.
A genuine and friendly customer greeting sets the tone for a positive dining experience and helps establish a lasting connection with your restaurant customers.
In this article, you will learn:
- The importance of greeting customers in a restaurant
- Key elements of a good customer service greeting
- Practical tips for welcoming restaurant guests
- Examples of effective customer greetings
Mastering the art of greeting customers is essential for creating a positive first impression and fostering a welcoming atmosphere in your restaurant.
When opening a restaurant, you usually focus on choosing the type of restaurant, perfecting the recipes, hiring chefs and staff, selecting the location, and deciding on your restaurant promotion strategy, such as social media marketing or other methods.
How you greet customers in your restaurant is probably at the bottom of your to-do list, if you’ve even considered it at all. Is it right? Not necessarily.
The initial greeting is the first human interaction your guests experience, setting the tone for their entire visit.
A warm and friendly customer service experience starts with the initial interaction and greatly impacts it. If the welcome is lacking, the customer may feel discouraged and not return to your establishment.
Have you ever entered a restaurant and waited for someone to “kindly” notice you? Maybe you even sat at a table by yourself because no one came to greet you when you entered, waiting for a menu while the staff ignored you. Or it was so noisy and crowded that you left before anyone noticed you.
A successful greeting can determine whether a customer stays or leaves the premises even before they get acquainted with its offerings.
This warm welcome is the first element of customer service that can make or break their experience.
How do you greet customers at a restaurant?
Excellent customer service starts with the greeting. What to say as a hostess restaurant? How should you behave? Below, you will find tips on how to greet customers effectively.
Tip 1. Always start with a smile
A warm smile can make a great first impression and set a positive tone for the dining experience.
In the hospitality industry, body language plays a crucial role in customer interactions, and a genuine smile is one of the most powerful tools in your arsenal.
“A smile creates a welcoming environment and sets the tone for a positive dining experience.” – Rebekah Plec, Authentic Hospitality Group.
Tip 2. Keep an eye contact
Maintain eye contact to convey sincerity and attentiveness. Making eye contact demonstrates genuine interest and helps establish a connection with the customer.
This small gesture ensures guests feel acknowledged and valued, which can significantly enhance their overall dining experience.
“Good eye contact in a restaurant tells the customer they are important and worth your full attention.” – Danny Meyer, Restaurateur and Author of “Setting the Table” – one of the best restaurant management books.
Tip 3. Be kind even if busy
The real challenge facing restaurant staff is responding quickly during busy periods. During these times, the number of guests increases, the restaurant accepts more orders, and the pressure mounts.
At such times, you cannot forget to greet guests, pay attention to them, and answer their questions.
High standards of service must be maintained regardless of the time of day. A mistake can lead to a loss of customer loyalty, affecting the restaurant’s reputation and average restaurant revenue.
Maintaining kindness ensures that every guest feels valued and appreciated, even when you’re busy. This small effort can prevent negative experiences and bad restaurant reviews and foster long-term customer loyalty.
Tip 4. Keep a calm and positive attitude
Staying calm and positive, especially during busy times, is crucial in the hospitality industry. Staff can handle stress better and seat guests promptly, meeting their needs without delays.
A positive attitude also encourages other team members to stay composed, improving the overall service quality.
Tip 5. Speak in a polite and friendly manner
Using polite and friendly language sets the right tone for a pleasant dining experience.
Warmly greeting guests and speaking to them respectfully makes new customers feel welcomed and valued.
Tip 6. Adjust greetings based on the customer’s mood
Another important aspect is paying attention to the customer’s mood and adapting the greeting accordingly. Some clients prefer a casual approach, while others value a formal greeting.
Staff should observe the client’s body language and adapt their approach to ensure guest comfort.
According to Albert Mehrabian, a renowned researcher in body language, face-to-face communication comprises 55% of nonverbal cues, 38% of vocal elements, and only 7% of actual words. This finding underscores the importance of nonverbal communication, such as body language and tone of voice, in conveying messages effectively.
Source: The University of Texas
Tip 7. Make restaurant greetings personal if possible
Another very important aspect is personalization. Instead of saying “Welcome to the restaurant,” address the customer in a more personal way, such as, “Welcome back, Mr. Smith,” or “Hello, Jane, it’s great to see you again.”
Use a restaurant CRM to show returning customers that you care about them by remembering their preferences and previous visits. This attention to detail can encourage them to keep coming back.
Additionally, for guests who book a table for a specific day and time, you can use the data from your restaurant reservation system to prepare personalized touches, such as greeting them by name upon arrival or remembering their favorite table.
Tip 8. Create a greeting restaurant script
Creating a greeting script for your restaurant ensures a consistent and high-quality customer experience.
Formal training on these scripts helps staff master small talk greetings and handle customer interactions effectively.
It’s also beneficial to practice these scripts with staff, including role-playing scenarios with rude customers to prepare them for real-life situations.
“Good evening! Welcome to [Restaurant Name]. My name is [Your Name], and I’ll be your host tonight. Do you have a reservation? If not, how many will be dining with us today?”
Tip 9. Don’t make customers wait
Upon arrival at a restaurant, customers should be greeted within 30 seconds to one minute.
According to industry standards and best practices, immediate acknowledgment, even a quick smile or eye contact, can significantly enhance customer satisfaction and retention
Overproof mentions that the waiter greets guests at the table within 60 seconds of sitting down. Guests should no longer wait for the menu or wonder how to order.
The waiter can bring a paper menu, or if a restaurant uses an online ordering system, QR codes can already be placed on the tables, allowing table ordering.
This will speed up the ordering process and improve the overall customer experience by reducing wait times and enhancing service efficiency.
Tip 10. Listen to your customers
Actively listening to your customers is crucial for providing excellent service. Ask about their seating preferences to ensure they are comfortable and satisfied with their table.
When guests place an order, follow-up questions can help clarify details and confirm their preferences.
Additionally, seek customer feedback as they finish their visit to understand their experience and identify areas for improvement.
Check out these restaurant survey questions to gather valuable feedback from your guests and be able to provide better service.
Tip 11. Avoid excessive formality
While maintaining professionalism is important, an overly formal approach can make guests uncomfortable.
Instead, adopt an informal approach that makes interactions more relaxed and personable.
Tip 12. Ask about the party size
Always asking about the party size helps ensure proper seating arrangements and accommodates special needs.
- “Good evening! Welcome to [Restaurant Name]. How many will be dining with us tonight?”
- “Hello! Thank you for choosing [Restaurant Name]. Can you please let me know the size of your party?”
- “Welcome! How many people are you expecting to join you today?”
Tip 13. Vary your greetings
Changing your restaurant welcome message keeps interactions fresh and engaging for returning guests.
Different restaurant greetings can make guests feel more valued and create a more dynamic and enjoyable atmosphere.
Instead of always saying, “Welcome to our restaurant,” you can try, “Good evening! How has your day been?” or “Hello! It’s great to see you again.”
How to greet customers in restaurant – Examples
As we already know, greeting guests warmly is very important. It sets the tone for their dining experience and can significantly impact their impression of your restaurant.
Below, we have prepared examples of how to greet guests correctly and incorrectly.
Situation 1: A customer walks in
A correct greeting example, “Good evening! Welcome to our restaurant. Do you have a reservation? If not, how many will be dining with us tonight?”
Why it works: This greeting is warm and friendly, immediately making the customer feel welcome. It also smoothly transitions into practical information without making assumptions.
An incorrect greeting example is, “Do you have a reservation?”
Why it fails: This greeting lacks warmth and enthusiasm. It focuses solely on logistical information without making the customer feel welcome.
Situation 2: Seating the customer
A correct greeting example is, “Hello, welcome to our [Restaurant Name]. My name is [Your Name], and I’ll be your host today. How can I assist you? Let me show you your table.”
Why it works: Introducing yourself adds a personal touch, and offering assistance immediately shows attentiveness and professionalism.
An incorrect greeting example is, “Follow me.”
Why it fails: This greeting lacks any form of personal engagement, making the customer feel like just another number.
Situation 3: Inquiring about special requests
A correct greeting example, “Good afternoon! Welcome to our restaurant. Is there anything specific you’re looking forward to trying or any special requests we can accommodate?”
Why it works: This greeting engages the customer by showing genuine interest in their preferences and needs, enhancing their experience immediately.
An incorrect greeting example is, “Any allergies?”
Why it fails: This greeting, while practical, is too blunt and doesn’t foster a welcoming or engaging atmosphere.
Situation 4: Handling a busy period
A correct greeting example, “Good evening! Welcome to our [Restaurant Name]. Thank you for your patience. We’re a bit busy right now, but we’ll get you seated as soon as possible. Would you like to wait at the bar?”
Why it works: Acknowledging the customer’s patience and offering an alternative shows that you care about their comfort, even during busy times.
An incorrect greeting example, “We’re really busy right now. You’ll have to wait.”
Why it fails: This greeting is dismissive and does not show concern for the customer’s experience or comfort.
Key Takeaways
- Smile and maintain eye contact: Greeting guests with a smile and maintaining eye contact creates a welcoming and positive atmosphere.
- Prompt greetings: Greet customers within 30 seconds to one minute of their arrival to ensure they feel welcomed and valued immediately
. - Personalization: Use a restaurant CRM to personalize greetings by remembering customer names and preferences.
- Vary your greetings: Create restaurant scripts to vary your greetings, keeping interactions fresh and engaging.
- Maintain a calm, positive, and polite attitude: During busy periods, maintaining a calm and positive attitude is essential for creating a pleasant atmosphere and ensuring high restaurant service quality.
Frequently Asked Questions (FAQ)
What to say as a hostess restaurant?
A restaurant hostess phrases could be:
- “Good evening! Welcome to [Restaurant Name]. How many will be dining with us tonight?”
- “Hi Jane, it’s great to see you again. How many will be dining today?”
- “Good afternoon! Can I help you with any seating preferences?”
- “Good evening! We have a lovely patio area available. How many will be dining tonight?”
Who is a person who greets you at a restaurant?
The person who greets you at a restaurant is typically called a host or hostess. Their primary role is to welcome guests, manage reservations, and ensure customers are seated promptly and comfortably. Here you can check the host job description.
How to greet a customer in a fast food restaurant?
- “Hi! Welcome to [Restaurant Name]. How can I help you today?”
- “Hello! What can I get for you?”
- “Good afternoon! Ready to place your order?”
- “Hi there! What would you like to order today?”
