Greeting, Suggestive Selling & Table Service Scripts

Host / Greeter — Door & Reservation

Behavior goals: acknowledge within 30 seconds, set expectations for wait or seating, use guest name for reservations, capture special needs (high chair, allergy, celebration).

Door greeting (walk-ins)

• "Welcome! Table for two? We can seat you right away — would you like a table near the window or somewhere quiet?"
• If wait: "We’re just seating a few guests — our current wait is about 12 minutes. May I put your name on the list? We’ll text you when your table is ready."

Reservation greeting

• "Hi [Name], welcome back / thanks for coming tonight. We have you for [time]. Do you have any seating preference or anything we should know (allergies, celebrating)?"

Training note: Always offer a seating preference and confirm any accessibility or allergy needs before handing off to the server.

Server — First Approach & Welcome

Behavior goals: connect within 45 seconds after guests sit, introduce self, set expectations for timing (water, specials, menus), ask one discovery question about preferences.

• "Hi, I’m [Name] and I’ll be taking care of you this evening. Can I get you started with water or something to drink while you look at the menu?"
• Discovery question options (choose one): "Do you feel like something light or more substantial tonight?" / "Are you in the mood for something classic or something new?"
• When presenting specials: "Tonight our chef recommends the seared salmon — it’s served with a lemon-basil butter and pairs nicely with a crisp sauvignon blanc."

Training note: Use discovery questions to guide suggestive selling; record answers in a single sentence in the POS notes if relevant (e.g., 'light, vegetarian').

Suggestive Selling Prompts — Natural, Brief, Helpful

Behavior goals: make one helpful suggestion per guest interaction without pressure; use benefit language; keep phrases under 10 seconds.

• Appetizers/shareables: "Our roasted cauliflower is great for sharing — would you like one to start? It’s a lighter pick that comes out quickly."
• Entrée upsell: "That dish is excellent — would you like to add grilled prawns for $6? It’s a popular add-on tonight."
• Dessert: "We have a warm chocolate tart with sea salt — many guests love it after the meal. Can I save a plate for you?"
• Beverage / Wine flow (two-step):
  1. Ask a preference: "Do you prefer something red, white, or something lighter/bubbly?"
  2. Offer a short pairing: "If you like white, the unoaked chardonnay is bright and complements fish and light pastas."

Training note: Track attach rate and average check lift weekly. Keep suggestions tied to menu items and benefits — guests respond to 'why' more than price.

Handling Order Mistakes — Discreet Recovery Script

Behavior goals: correct the problem quickly, preserve guest dignity, and restore value. Follow a simple five-step pattern: Acknowledge → Apologize → Act → Fix → Follow-up.

1. Acknowledge: "Thank you for letting us know."
2. Apologize: "I’m so sorry we missed that — that shouldn’t have happened."
3. Act / Fix: "I’ll make sure the kitchen prepares a fresh one right away, and I’ll expedite it for you."
4. Appropriate remedy: Offer replacement, discount, or complimentary item depending on policy: "Would you prefer a replacement or something else on the house?"
5. Follow-up: "I’ll check back to make sure it’s perfect."

Discreet language for sensitive issues: "I’m so sorry about that. Let me take care of it — we’ll replace it straight away and I’ll make sure you’re looked after."

Training note: Empower servers and managers with clear guidelines for when to comp, when to discount, and when to involve a manager. Speed and sincere ownership matter most.

Short Recovery Phrases (Quick Use)

• "I’m really sorry — we’ll fix that immediately."
• "Thanks for telling me. I’ll take care of it right now."
• "That shouldn’t have happened; we’ll make it right."

Dos & Don’ts (Tone & Delivery)

• Do: Use the guest’s name when you know it, keep eye contact, smile, and match energy.
• Do: Offer one relevant suggestion rather than a list of options.
• Don’t: Read lines robotically — personalize with a short aside: "It’s my favorite."
• Don’t: Argue with a guest or downplay their concern; acknowledge and solve.

Role-Play Exercises (2–5 minutes each)

1. Host/Server handoff: Host practices announcing a reservation and special needs to the server, focusing on clarity and speed.
2. Suggestive sell practice: Server greets a table, asks one discovery question, then makes a pairing suggestion. Swap roles and give feedback on tone and timing.
3. Recovery drill: One person plays a guest with a problem; server follows the five-step recovery script and offers a remedy. Manager practices escalation language.

Training note: Debrief each role play with two improvements and one praise. Repeat until language feels natural.

Localization & Brand Adaptation

Keep the structure (behavior goals, questions, offer, recovery) but replace menu names, price cues, and tone to match your brand and local culture. Test phrases on real shifts and collect staff feedback weekly for improvements.

Suggested Measurements

• Suggestive selling attach rate (percent of covers with add-ons)
• Average check lift for suggested items
• Time-to-first-contact after seating
• Recovery resolution time and post-incident guest satisfaction

Use these metrics to coach individuals and to adapt scripts that yield the best guest outcomes.

Quick Cheat Sheet (copy for pockets or POS)

• Greeting (45s): "Hi, I’m [Name]. What can I get you to drink?"
• Discovery (10s): "Light or hearty tonight?"
• Suggest (8–10s): "Try the [dish]; it pairs well with [wine/beer]."
• Fix (30s): "I’m so sorry — I’ll replace that right now and check back shortly."