Floor Service: Greeting - Acknowledge, acknowledge, acknowledge

A guest’s arrival is crucial. First impressions last, as has been said many times before (because it’s true). But that doesn’t mean it’s always possible to treat everyone like a king or queen. Luckily, not everyone expects that either; instead, they’re usually just looking for human acknowledgement.

Waiting without acknowledgement is painful. The acknowledgement is crucial – do not back away from this simple human act of welcome. Do not hide, do not wait for your colleague to take over. Because if you don’t acknowledge a guest, especially walk-ins without a booking, there is a very real risk they will turn around and walk out, which loses your venue valuable – and salary-paying – business.

Even if you’re busy, at least let a guest know how long you will be – and do so with a smile, however stressed you are. This lets them know you know they are there, and that you are already looking after them. The aim is to get guests as comfortable as possible, as fast as possible.

And although you might not think it’s as important, the same attention is required when it’s time to say goodbye…