Hostess needing advice!!

[IloveWINNIEthePOOH]

Hi there! I'm a part time hostess at a chain restaurant. I have been for about 1.5 months, and am really enjoying it. Our restaurant is one of those where they print out the occasional survey for you to take on the internet or phone. Every Tuesday, all employees get a printed results sheet. Today, hostess friendliness was a 55%!! Which is BAD, very BAD! Our goal is 75-80!!
The managers always tell us to over do it- and I do, without being annoying or freakish.
Simple things like, "Hi, welcome to ____! How are you doing today?"
I walk them to their seats and ask simple things like, "Is the weather starting to get chilly? Have you been here before? etc etc"
I seat them and say, "So and so is your server, enjoy your meals!" And as they leave, I ask if everything was fine, and hope they have a great day/night.

I have noticed that one of our full time hostesses, who I work with, usually always when I work, rarely greets guests, just simply asks, "How many" Never does "small talk" while taking them to their table, places their menus down and just leaves (no saying "enjoy your meals" etc)
I really feel as though she may have somewhat of an impact on the low scores we get.
I really want to talk to the manager about it- but I also don't want to seem like a tattle tale. Any advice?

Sorry this was long, I just needed to vent, and hopefully some advice.

 

[Disney-For-Life]

I would have a conversation with your manager about it. Chances are good he is already aware of the weak staff in his team. If you approach it factually, not emotionally, that would be best. For example (like you said) - point out instances where she is just not doing her job, like greeting guests, or doing the side work during down time. Avoid saying things like "she's got a bad attitude" or "she doesn't care", or "I don't like her". This way you are being professional about your approach and he has some constructive feedback that he can take away and revisit later. If your percentages, as a whole, were that low - you might even throw in that some refresher training would be welcome...and that way, he doesn't have to single anyone out. All in all, it sounds like you really care about the quality of service provided to your patrons, and that you care about their experience when they come into the restaurant. Be sure to relay this to your manager.
I, personally, am very proactive about my job, and it sounds like you are too. While this may not be the appraoch that others might suggest you take, I thought your question deserved a response. Good luck!

 

[1Prince2Princesses]

I agree with the previous post. You can start the conversation by telling your manager that you are upset at the bad scores you (as a group) have gotten recently. Then tell him what you told us! I would have suggested talking to the other hostess, but unless she is friendly (which it doesn't sound like she is), then it may just cause a problem.

I hope it works out for you. I love having a friendly hostess, but you are a dying breed. Keep up the good work!

 

[Lisa loves Pooh]

I would say something.

We stayed at a hotel once....all the hosts/hostesses were pleasant--but this one that we encountered. She seemed to not enjoy her job as though we were inconveniencing her. Well this was the day after an earthquake--so I gave her the BOD. The next day she was crabby again. So I spoke to a manager. The next part of our trip we were at another hotel but returned to this one at the end. Well it was night and day for this hostess. She had the charm turned on full blast. I was quite pleased that the mgr actually followed up with this woman.

In your shoes--it would be up to your mgr to say something. I would hope they would speak about the survey results....but since you are aware the hostess who is possibly responsible for the low scores, i would mention it.

 

[The Mystery Machine]

I would mention it casually. That way you are confirming that the manager knows about it.

I can't help it but this makes me think of "Office Space" (the movie) and Jenifer Aniston and her "flair"....
(not that your situation is the same...)
Have you seen that movie?

 

[Chattyaholic]

I probably wouldn't bring it up. You know the kind of hostess you are and that's what you need to be concerned with IMO.

I work as a waitress in a local diner, and after training a new waitress I let her do her job the way she sees fit. I know the owner sees what we do, and she sees the good points and bad points in all of us, I don't need to go to her saying "so and so" is doing such and such, etc.

I do appreciate the kind of hostess you are. I love friendly hostesses who know how to smile. The ones who don't welcome the customer or smile at them shouldn't be the first person a customer sees in a restaurant. The owner/manager should talk to them about it and if they don't improve, get rid of them, IMO.

I occasionally hostess at the restaurant I work at too, and I always greet people with a smile. I feel that is so important in the restaurant business.

 

[disykat]

I don't think I would (technically) go to the manager about this person. I would go to the manager and say something like "I'm concerned about our friendliness rating. Is there a way we could be invidually rated?" Let them know you are doing your best and save blaming someone else for if they ASK you what you think might have contributed to the low score.

 

[Todd&Copper]

I'd go to the manager, tell him you are concerned about the low hostess rating, tell him how you approach diners, and ask if there is anything more you should be doing. I wouldn't mention the sour puss, but this way you are pointing out that you are, in fact, acting in a friendly way towards patrons so the low rating really wasn't due to your actions.

 

[Anewman]

As a customer my "HOSTESS" rating would be influenced most by...


the waiting time to be seated, at a busy restaraunt I can assure you the rating would be lower while at one where I a seated instantly it would be very high.

the chit chat. To me the chit chat can have an ADVERSE effect on the rating. If you have time to converse with ME, other guests, and/or other staff members, WHY NOT MAKE THE TIME to find me a place to eat?


I understand that it is not the Hosts fault that no tables are available, but actually looking like they CARE or that they are working on getting me a table is very important to me. They can SMILE and chit chat, but that does not matter to me if I am hungry and sitting in the lobby while the hostess is busy chatting with other customers.

 

[KristiKelly]

I would do like someone else mentioned:

Go to the manager with concerns of the low scores, tell him how you greet people and is there something more you should be doing.

This will show him that you care about your job.

I would not mention the other hostess. I'm pretty sure he sees that and you don't want to come off looking like a tattle tail, especially after only 1-1/2 months. He might think, Oh she's more worried about what everyone else is doing.

I worked with a girl like that. She did good at her job but would always tell the boss what others were doing wrong - she eventually got fired.

 

[IloveWINNIEthePOOH]

Thanks so much for all the tips!