WROME- Restaurant Host/Hostess (Lunch/Dinner)

If standing in a queue, an attempt to acknowledge the guest was made in a timely manner - Point Values 2

Warm welcome provided - Point Values 16

Host/Hostess has a good posture, smile, eye contact, and attentive listening maintained throughout the interaction - Point Values 4

Host/Hostess confirms reservation (correct reservation details) – Service Point Values 2

• Offer to hang guests' coats, if appropriate

• Provide table within 10 minutes of reserved

• If guests wait for table, inconvenience is acknowledged

• Guest is given the approximate wait time

• Guest is seated within 5 minutes of stated wait time

• Refreshments (i.e. drink from the bar) are offered to waiting guests

Host/Hostess must “Keep It Real” - Use appropriate verbiage with genuine delivery/language that matches brand identity - Service Point Values 4

Host/Hostess exemplified “Ace the Basics” - This includes being: • Thoughtful • Intuitive • Demonstrate anticipatory service • Offering reading material to a single diner • Offering a booster seat to families traveling with small children • Offering a dark coloured napkin to ladies or gentlemen wearing dark clothes

Host/Hostess must “Remix Luxury” - This means delivering personalized service during the interaction and using something the Talent learned about the guest - Service Point Values 4

Host/Hostess is knowledgeable and confident (able to answer a general related question) - Service Point Values 2

Host/Hostess provides a professional persona - Service Point Values 4 <br>• Only engage in work-related conversation with other associates <br>• Offer an escort as well as directions if a location that the guest asked about is not in visible <br>

Host/Hostess seating procedure meets standard (ensure table is clean and well set for the appropriate number of guests and wish an enjoyable meal) – Service Point Values 16

Host/Hostess - Further assistance offered to the guest - Service Point Values 2

Host/Hostess - Warm and sincere closing offered, and appreciation demonstrated - Service Point Values 4

Host/Hostess - The overall experience met guest expectations and was free of negative detractors