How to Greet Customers in a Restaurant and Improve Your Guest Experience in 2024

Greeting customers quickly and with care, using their names when you can, and showing respect are key to making a great first impression. As hosts and hostesses, you play an important role because your greeting shapes the whole dining experience.

However, sometimes your staff might not be well-trained and end up handling greetings on their own. This can result in impersonal greetings such as "Hi guys", "How many?" or "Just one?"

Restaurant operators cite staffing (51%) and training (35%) as top challenges to success. A poor greeting can ruin a guest’s entire experience. But not to worry—I've put together a few tips and examples on how to greet customers in a restaurant correctly. Scroll down for additional tips on improving your overall guest experience.

Here's how to greet your guests

Want to make a great first impression? Check out these tips for welcoming your guests.

Make a great first impression

We've all heard it before: first impressions matter. This is especially true for restaurants, where a positive first interaction can set the tone for the entire guest experience.

Your body language is key in creating a welcoming atmosphere. Start by greeting customers with a genuine smile, even before you say hello. A warm smile shows you're happy to see them and sets the stage for a friendly interaction.

Restaurants spend hours training their servers to provide impeccable service, yet they often overlook that good customer service begins the moment a guest enters and is greeted by the host/hostess. Maintaining a calm and positive attitude during this initial interaction is important, as it significantly impacts the customer service experience.

Greet guests in a restaurant the right way

In the hospitality industry, the greeting is the first human aspect that forms a guest’s first impression of the restaurant. It sets their expectations and can make or break their entire visit.

• Answer the phone promptly: This shows that you are professional and that the caller is important to you.
  
• Use a friendly tone of voice: Smile when you are speaking, even though the caller cannot see you. This will help your voice sound more friendly and approachable.
  
• State your name and the name of your company: This will help the caller identify you and your company.
  
• Ask how you can help the caller: This shows that you are there to assist them.

Pro tip: Improve your greetings on a call with phone integration. 

Systems like Eat App's phone integration allow you to connect your restaurant’s phone line to your table management system, providing hosts with important guest details like;

• Name
• Number of visits
• Guest tags, etc. at a glimpse before they answer the call.

This enables them to know exactly who is calling and greet guests over the phone with a personal touch, improving their overall service experience.

It helps your staff provide better service, saves time, and streamlines workflow efficiency by transforming calls directly into reservations conveniently through the call screen.

This hassle-free feature is an absolute game-changer for your business.

Further reading: A guide to call center management for restaurants

Greet guests as people, not customers

Everything we’ve covered above, so far, provides practical tips to improve your guest greetings and create a more memorable dining experience.

However, greeting the right way is deeply rooted in your staff’s attitude towards the people who walk in through the door. 

One effective way to shape that attitude is to refer to your diners as guests, not customers.

 Here’s why.

The Oxford Dictionary defines a customer as:

• A person who buys goods or services
• A person whom one has to deal with

On the other hand, a guest is defined as:

One whom you would treat with respect and hospitality as if they were a visitor in your own home. 

Using the term "guest" is a much more welcoming way to think about and talk about those who frequent your restaurant.

This is especially important when learning how to greet customers in a restaurant.

So, we suggest that starting today, if you are not already doing so, think about and talk about those who frequent your restaurant as guests, not customers -  as if they were visitors at your own home.

Treat them the same way you would treat a close friend or loved one visiting you. With a house guest, you would be warm and friendly, smile, and ask how they’ve been and what’s going on in their life.

You would genuinely compliment them and be enthusiastic and animated. You’d be happy they were in your home. That is how you and your staff should be toward your restaurant guests.

Make greetings more personal

The key to an excellent greeting strategy is personalization. Approaching guests with a personal touch instead of a generic greeting like “Welcome to the restaurant” shows them you care.

• "The ability to greet a guest by name and reference their previous visits can create a sense of familiarity and make them feel valued." - Emily McCoy, Restaurant Business

Advanced CRM systems like Eat App help you take your guest experience to the next level.

Further reading: 10 best restaurant CRM systems compared

These systems help you build rich guest profiles that contain a plethora of information about your diners - from their name and contact information to other details like seating preferences, order history, allergy information, and even their birthdays and anniversaries.

Armed with all this information, your hosts can greet diners with a personalized touch that would be impossible without a CRM system.

They can greet guests by their name, welcome them back if they are regulars, guide them to their preferred table without being asked where to seat guests, and specially treat them if they are VIP customers.

This level of attention to detail will delight your guests, make them feel special and important, and strengthen their loyalty towards your restaurant.

Okay, I know we said it's good to not stick to a script but to adapt to the environment. However, if all else fails and your servers need a bit of guidance, give them a reference. 

Use mini-scripts to improve your greetings

Below are a few scripts for your host/hostess to greet your customers with.

Paired with the tips mentioned above, they will help your guests feel more welcome and start the dining experience off on the right foot. 

Restaurant greeting scripts

• Good: Hello, welcome to {restaurant}, how many people will be dining today? 
• Bad: "Table for two?"
• Good: “Hello, may I have the name on the reservation?” 
• Bad: “Do you have a reservation?”
• Good: “I’ll take you to your table”
• Bad: “Follow me”

Phone scripts

• Good: “Hi, thank you for calling {restaurant name}. This is {receiver name} speaking. How may I help you today?”
• Bad: “This is {restaurant name}”

If the guest’s name has been picked up by caller ID:

• Good: “Good afternoon/ evening. Am I speaking with Mr/Ms {guest name}? This is {receiver name} speaking from {restaurant name}. How are you today?“
• Bad: “Hi, this is {receiver name}”

Goodbye scripts

• Good: “We hope you enjoyed your visit, Mr/Ms {guest name}, see you again soon!”
• Bad: “Goodbye”
• Good: “Thank you for visiting us, we hope you have a great rest of the day”
• Bad: ”Thanks, bye”

If the customer is regular:

• Good: “It was great having you over once again, we hope to see you soon!”
• Bad: “See you again.”

Print out the mini-scripts, and take a few minutes before your next pre-shift meeting to present them to your greeters. Ask them to practice the one they like most and role-play them with you at the next pre-shift meeting.

Once they get used to using them to greet (and create small talk) your guests, you’ll find they’ll want to help create an even more memorable guest experience.

Handle difficult situations like a pro

Okay, so you've doubled down on your greeting when guests arrive. But, it's also important to be prepared to greet guests in difficult situations. 

Here are a few examples and tips on how to deal with customers that might be a bit impossible: 

Dealing with late arrivals

In the case of late arrivals, it is essential to handle the situation tactfully. Greet late customers with a warm welcome and efficiently accommodate them.

Offer reassurance and provide alternatives if necessary, such as adjusting the reservation or offering a seat at the bar. This flexibility demonstrates the restaurant's commitment to customer satisfaction, even in challenging situations.

Addressing customer complaints

Occasionally, customers may have complaints or concerns. Once again, it comes down to training your staff to handle these situations with empathy and professionalism.

Actively listen to the customer, apologize if necessary, and work towards finding a satisfactory resolution.

By addressing complaints promptly and effectively, you can turn a negative experience into a positive one and build customer loyalty.

Handling special requests

Some customers may have special requests or dietary restrictions. Handle these requests with attentiveness and care.

Ensure that the kitchen is informed of any special requirements and communicate the options available to the customer.

By accommodating special requests, you can create a positive and inclusive dining experience for all customers.

Use a system, like Eat App to help with guest preferences. Sign up is free. 

Welcome guests with special needs

Welcoming disabled guests to your restaurant is an essential part of providing excellent customer service and ensuring that everyone feels comfortable and included.

Here are tips on how to greet a disabled guest at your restaurant:

• Offer a warm and friendly greeting: Just as you would with any other guest, greet the disabled person with a smile and a friendly demeanor.
• Introduce yourself and your role: Let the guest know your name and position at the restaurant, such as host, server, or manager.
• Ask how you can assist: Before assuming anything, ask the guest if they require any assistance. This could involve helping them with their coat, providing a menu in an alternative format, or guiding them to the restroom.
• Respect their preferences: If the guest has a disability that requires specific accommodations, respect their preferences and follow their instructions. For example, if they are deaf, use sign language or write notes. If they have low vision, provide a menu with large print or offer verbal descriptions of dishes.
• Be patient and understanding: Some disabled guests may need more time to read menus, make decisions, or navigate the restaurant. Be patient and understanding, and avoid rushing them.
• Maintain eye contact and speak directly to the guest: When interacting with the disabled person, maintain eye contact and speak directly to them, not to their companion or caregiver.
• Offer assistance without being intrusive: While being helpful, avoid being overly intrusive or patronizing. Offer assistance when needed, but allow the guest to maintain their independence as much as possible.
• Ensure the restaurant is accessible: Make sure your restaurant is accessible to disabled guests by providing ramps, wide doorways, accessible restrooms, and adequate signage.
• Continuously improve: Regularly review your restaurant's accessibility and accommodations to ensure you are meeting the needs of all your guests. Be open to feedback from disabled guests and make adjustments as needed.

Further reading: How to understand your venue better from your reviews

In the restaurant world, it's often the small details that make the biggest impact. When guests come to your restaurant, they’re looking for more than just delicious food; they want an enjoyable, stress-free experience. The staff, decor, and atmosphere are all necessary in shaping how guests feel about their visit. To keep guests coming back, focus on the little things that can significantly enhance their overall experience. 

Top tips to improve your guest experience

Greeting guests warmly is just the beginning. Maintaining this level of engagement throughout their visit is essential to creating a memorable dining experience.

Focus on quality staff training

Your employees are the face of your brand, so it’s important they’re well-trained in customer care. Train your staff to focus on details like making eye contact, avoiding phrases like “you guys,” and warmly greeting guests as they arrive. 

These small gestures can make a big difference, fostering feelings of respect, trust, and support. Managers should monitor how staff interact with guests and reinforce key customer care goals during pre-shift meetings.

Be attentive to your guests

Great servers have a knack for knowing what guests need before they even ask. Even during the busiest times, the best servers can anticipate requests and deliver top-notch service without drawing attention to themselves. Matthew Greenberg, a former maître d' at the 2-star Michelin restaurant Melisse, says, "Anticipating your guests' needs is the difference between good service and great service" (FSR Magazine).

Small actions like bringing extra napkins, providing an extra plate for shared dishes, and promptly refilling water glasses don't require much effort but can significantly enhance the guest experience. When your staff is attentive, guests can fully enjoy their meal and company without having to search for their server.

Your staff’s timing is everything

Timing is key to creating an exceptional guest experience. Guests should be greeted and have their drink orders taken within minutes of being seated. If someone in the group orders a soup or salad, ensure the server knows whether they want it before or with their main course. 

When a party orders appetizers, hold off on their main courses so they can enjoy their starters without feeling rushed. It's also important to serve all main courses at the same time, ensuring everyone in the party can enjoy their meal together.

Pro tip: Use a system, like Eat App, to help with guest preferences. Sign-up is free. 

Improve your waiting experience 

Guests willing to wait for a table are truly dedicated. They've chosen your restaurant over others and are showing they value your food and service. Show them you appreciate their loyalty by making their wait comfortable and enjoyable. Simple touches, like providing seating in the waiting area and updating guests on their table status, can make a big difference. You could even offer complimentary drinks or snacks to make their wait more pleasant.

Pro Tip: Use Eat App to manage your waitlist efficiently. With Eat App, you can easily update guests on their wait time, ensuring a smooth and enjoyable experience from the moment they arrive. 

Learn more about how Eat App can enhance your waiting area experience here.

Make it easy for guests to split bills

Making it easy for guests to split the bill can get rid of many of the common headaches during the payment process. Your restaurant should have a system that allows servers to effortlessly split checks by different cards, seat numbers, or individual items. Guests are tired of writing their names and orders on the back of the check. A streamlined payment system not only improves the guest experience but also boosts server efficiency and table turn times. Plus, servers might see higher tips when guests don't have to wait 15 minutes for the check to be split.

With Eat App's Pay at Table feature, customers can split their bills and tip through the online app. This eliminates the need to wait for the server to return with the receipt and payment device, making the payment process quick and easy. Guests can leave the restaurant when they’re ready without any hassle.

Pro Tip: Implementing Eat App's prepayment system can further streamline operations and improve guest satisfaction. Remember, the little things matter. Delighted customers become repeat customers who advocate for your business. Prioritizing these details can make a significant impact on the guest experience.

Keep it clean

It might seem straightforward, but many restaurants still miss the mark on cleanliness. Dirty bathrooms or smudged windows can leave a bad impression on guests. If a restaurant neglects general cleanliness, it raises concerns about the kitchen and staff hygiene. 

Focusing on these small details can greatly influence how guests perceive your food and service quality. A study by Technomic found that many diners consider cleanliness to be just as important as the taste and quality of the food.

Takeaways

A great restaurant greeting is more than just a welcome; it's a performance. It's about making guests feel valued, understood, and excited to be there.

A warm smile, sincere words, and a touch of personalization can transform a simple hello into a memorable experience that keeps customers coming back for more.

Download our guide on how to improve your guest experience today

Frequently Ask Questions (FAQ)

How do you greet customers in your restaurant?

• Smile and Connect: Greet customers with a genuine smile and make eye contact.
• Respectful Greetings: Address customers with appropriate titles like "sir," "ma'am," or "miss."
• Prompt and Polite: Respond quickly and politely to their presence.
• Active Listening: Engage in attentive listening to understand their needs.
• Leverage Systems: Use existing systems to manage customer flow efficiently.

How do you politely greet a customer?