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Overview

What each FOH and BOH role does, the core responsibilities, and the standards that keep service smooth. Time: 5–10 min.

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Support Staff

Support staff set the tone at the door and keep service moving through seating, running, and resets. The role splits into Host and General Support.

At a Glance

• Greet every party upon entry
• Keep reservations and waitlist accurate
• Seat with pacing aligned to kitchen capacity
• Food running is everyone’s job. Verify plate and table every time
• Stay visible at host stand when not seating or running

Core Responsibilities

• Set tone at the door with immediate greeting and accurate quotes
• Manage reservations, waitlist, phones, and to‑go entries
• Seat with pacing aligned to kitchen capacity
• Run food with 100% plate‑to‑table accuracy and reset quickly
• Maintain host area, menus, and entryway cleanliness

Micro‑Timings

• Greet at door: immediate
• Record party at table: within 2 minutes of seating
• To‑go order entry: before hanging up the phone
• Seat ready table: within 3 minutes

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Attention: Support Staff

Please ensure that all parties are recorded at their respective tables in a timely manner. All reservations are automatically assigned tables based on the size of the party and the business level.

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Host

• Greet every party immediately: “Hi! Welcome to Waverly Stone! How many are in your party?”
• Manage reservations and the waitlist accurately in Yelp
• Answer phones professionally and capture all needed info
• Seat promptly with balanced pacing. Coordinate with servers and kitchen capacity
• Take and enter to‑go orders accurately in Toast
• Food running as needed. Verify every plate and table before leaving the pass
• Maintain host area, menus, and entryway cleanliness

General Support/Food Runner

• Food run with 100% accuracy table‑to‑item
• Pre‑bus and reset tables quickly and neatly
• Restock, side work, and floor checks to keep the room guest‑ready
• Stay visible near the host stand when not seating or running
• Ask a manager when uncertain. Maintain a calm, positive tone

Related References

Server

Servers guide the guest experience end‑to‑end. Own outcomes for your tables and support the room.

At a Glance

• Greet within 1–2 minutes and set pacing expectations
• Share one specific recommendation with a brief quality story
• Enter orders immediately in handheld
• Verify before delivery and close the loop on every request
• Think whole‑room, not just your section

Core Responsibilities

• Greet within 1–2 minutes. Set expectations for pacing
• Share specials and one specific recommendation with a brief quality story
• Upsell thoughtfully to enhance experience
• Enter orders immediately in Toast using your handheld for accuracy and speed
• Verify food and drink before delivery. Close the loop on every request
• ID guests for alcohol service. Follow all legal requirements
• Handle payments accurately. Report tips per policy
• Maintain safe food handling and a clean station at all times

Micro‑Timings

• First table touch: within 2 minutes
• Specials and drinks order: within 4 minutes of seating
• Order entry: within 1 minute of leaving table
• Check back after food drop: within 2 minutes or 2 bites

Related References

Bartender

Bartenders are both creators and hosts. Balance bar guests with service tickets from the floor.

At a Glance

• Welcome bar guests start‑to‑finish while moving service tickets
• Keep cocktail builds consistent and accurate
• Stay present with bar guests. Acknowledge new arrivals quickly
• Keep the bar clean, stocked, and safe
• Coordinate with servers on pacing and delays

Related References

Kitchen (BOH)