How to Create a 5-Day Restaurant Host Onboarding Training Plan

Date modified: 21st July 2025 | This article has been written by Pilla Founder, Liam Jones, click to email Liam directly, he reads every email.

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Day 1: Foundation and Restaurant Orientation

The first day focuses on creating a solid foundation for the host role whilst integrating the new hire into your restaurant's specific systems and culture.

This foundation day ensures your new host understands the restaurant's layout, operational flow, and their crucial role in creating first impressions and managing the dining experience.

Restaurant Layout and Systems Orientation

Why it's essential: The host must know every aspect of the restaurant to seat guests appropriately and answer questions confidently. Without comprehensive knowledge, guest experience suffers from the moment they arrive.

Key activities:

ElementInstructionsNotes
Restaurant Floor Plan TourWalk through dining areas, identifying table numbers, sections, and seating capacitiesHighlight special tables, accessibility considerations, and noise levels
Reservation System TrainingDemonstrate booking software, modification procedures, and waitlist managementPractice entering, modifying, and managing bookings
POS System IntroductionCover basic functions related to table status, guest tracking, and communicationFocus on features hosts will use daily
Service Flow OverviewExplain typical service progression from guest arrival through departureShow how host actions impact entire service experience

Team Integration and Role Clarification

Understanding team dynamics and establishing communication channels is vital for host success.

Key activities:

ElementInstructionsNotes
Meet Service Team MembersFormal introductions with servers, bartenders, and managementClarify communication expectations between roles
Shadow Current HostObserve existing host during guest arrivals and seating proceduresTake notes on greeting style, timing, and guest interactions
Review Restaurant PoliciesCover dress code, booking policies, and service standardsEmphasise host responsibilities in policy enforcement
Establish Communication MethodsDemonstrate floor staff communication tools and protocolsPractice using headsets, hand signals, or other systems

Guest Interaction Fundamentals

Introduce core concepts that underpin excellent hosting.

Training focus:

  • Crafting welcoming and genuine greetings
  • Assessing guest needs quickly and accurately
  • Understanding the psychology of first impressions
  • Developing awareness of timing and pacing for different guest types

Day 1 Assessment Questions:

  • Can they navigate the floor plan and identify all table numbers/sections?
  • Do they understand the reservation system's basic functions?
  • Have they grasped proper greeting and welcoming procedures?
  • Are they comfortable with the team and restaurant environment?

Day 1 Success Indicators:

  • Demonstrates understanding of restaurant layout and table arrangements
  • Shows comfort level interacting with guests and team members
  • Asks relevant questions about procedures and policies
  • Takes initiative in learning systems and processes

Day 2: Seating Management and Communication

The second day builds on foundational knowledge to develop crucial seating management skills and communication protocols that keep service flowing smoothly.

Mastering these skills ensures your restaurant maintains optimal flow, balanced server sections, and consistent guest experiences.

Table Management and Section Balancing

Why it's essential: Strategic seating decisions impact server workload, kitchen timing, and overall guest satisfaction. Poor seating management creates bottlenecks throughout the restaurant.

Key activities:

ElementInstructionsNotes
Server Section AnalysisReview section layouts, table sizes, and rotation patternsHighlight how to maintain balanced workloads
Table Turnover TrackingDemonstrate methods for monitoring table status and predicting availabilityPractice estimating timing for different meal periods
Strategic Seating PracticeRole-play various seating scenarios with different guest types and restaurant conditionsGive feedback on decision-making process
Special Seating RequirementsCover accessibility needs, children's seating, and VIP protocolsEmphasise legal requirements and company policies

Internal Communication Systems

Effective hosts serve as communication hubs between guests, servers, management and kitchen.

Key activities:

ElementInstructionsNotes
Server Notification ProtocolsPractice alerting servers to new tables, special requests, and timing needsRole-play different notification scenarios
Kitchen CommunicationDemonstrate how to relay timing information, capacity updates, and special circumstancesFocus on preventing kitchen overwhelm
Management UpdatesEstablish procedures for keeping managers informed about wait times, issues, and VIPsSet expectations for frequency and format
Team Coordination MethodsPractice coordinating with bussers, food runners, and support staffEmphasise proactive communication

Wait Time Management and Guest Communication

Develop skills for managing guest expectations during busy periods.

Training focus:

  • Accurately estimating and communicating wait times
  • Creating positive waiting experiences
  • Managing guest expectations proactively
  • Implementing fair and transparent waitlist procedures

Day 2 Assessment Questions:

  • Can they make appropriate seating decisions based on section balance?
  • Do they effectively communicate with servers about new guests?
  • Have they mastered the reservation system's features?
  • Can they accurately estimate and communicate wait times?

Day 2 Success Indicators:

  • Makes thoughtful seating decisions considering all operational factors
  • Communicates clearly and proactively with team members
  • Manages guest expectations regarding timing professionally
  • Shows improvement in system proficiency and decision-making speed

Day 3: Customer Service Excellence and Problem Resolution

The third day focuses on elevating guest interactions and developing skills to handle challenging situations with grace and professionalism.

Mastering these customer service elements transforms hosts from operational coordinators to brand ambassadors who set the tone for exceptional dining experiences.

Guest Experience Enhancement

Why it's essential: Hosts create crucial first and last impressions that significantly impact overall satisfaction and return visits. Excellence in these moments differentiates your restaurant from competitors.

Key activities:

ElementInstructionsNotes
Personalised Greeting DevelopmentPractice recognition techniques and personalised welcome approachesRole-play different guest scenarios and demographics
Special Occasion ManagementDemonstrate procedures for birthdays, anniversaries, and celebrationsCover documentation, communication, and execution
Restaurant Knowledge BuildingDevelop comprehensive understanding of menu highlights, chef specialties, and unique selling pointsTest knowledge with random guest questions
Farewell ProceduresPractice goodbye interactions, feedback collection, and return visit encouragementEmphasise lasting positive impressions

Complaint Handling and Problem Resolution

Equip hosts with skills to transform potential negative experiences into positive outcomes.

Key activities:

ElementInstructionsNotes
Common Complaint ScenariosRole-play responses to wait time issues, seating preferences, and reservation errorsProvide feedback on tone, body language, and solutions
Escalation ProceduresClarify when and how to involve management in guest issuesPractice smooth handoffs that maintain guest confidence
Service Recovery TechniquesTeach methods for turning negative situations into positive experiencesFocus on empathy, action, and follow-through
Documentation RequirementsEstablish procedures for recording incidents and resolutionsEmphasise importance for service improvement

Special Requests and Accommodation Management

Develop processes for handling unique guest needs with confidence.

Training focus:

  • Managing dietary restrictions and allergies
  • Accommodating large groups and last-minute changes
  • Handling VIP and regular guest preferences
  • Balancing special requests with operational capabilities

Day 3 Assessment Questions:

  • Can they handle common complaints professionally and effectively?
  • Do they demonstrate genuine care in guest interactions?
  • Have they mastered special occasion procedures?
  • Can they confidently answer questions about the restaurant and menu?

Day 3 Success Indicators:

  • Demonstrates empathy and problem-solving in complaint scenarios
  • Shows attention to detail with special occasions and requests
  • Communicates menu knowledge and restaurant information confidently
  • Maintains positive demeanor during challenging situations

Day 4: Advanced Operations and Rush Management

The fourth day prepares hosts to excel during the most challenging operational periods and develop advanced coordination skills that maintain service quality under pressure.

Mastering these skills ensures your restaurant delivers consistent experiences regardless of volume or complexity.

Peak Period Management

Why it's essential: Rush periods create maximum stress on systems and staff. Skilled hosts prevent chaos by maintaining controlled flow and clear communication during these critical times.

Key activities:

ElementInstructionsNotes
Pre-Rush PreparationDemonstrate proactive steps before busy periods beginFocus on reservation review, team briefing, and station readiness
Waitlist OptimizationPractice efficient waitlist management during high-volume periodsEmphasise accuracy, fairness, and communication
Pacing StrategiesTeach techniques for controlling guest flow to kitchen and service capacityShow how to subtly adjust timing without negative guest impact
Multi-Tasking TechniquesDevelop methods for handling multiple demands simultaneouslyPractice prioritization and quick decision-making

Cross-Departmental Coordination

Enhance ability to work effectively with all restaurant departments during complex service periods.

Key activities:

ElementInstructionsNotes
Kitchen CoordinationPractice communication with kitchen about incoming volume and special requestsFocus on preventing overwhelm while maintaining service standards
Bar CollaborationDemonstrate managing bar seating, drink-only guests, and wait area overflowRole-play scenarios requiring bar/host coordination
Management PartnershipEstablish clear protocols for when and how to involve managers in operational decisionsPractice "manage up" techniques during busy periods
Support Staff DirectionDevelop skills for coordinating bussers, food runners, and support staff during rushesEmphasise clear, concise direction

Advanced Reservation Management

Master complex booking scenarios and optimization techniques.

Training focus:

  • Managing group reservations and private dining coordination
  • Optimizing table turns through strategic reservation spacing
  • Handling VIP and special request bookings
  • Implementing overbooking strategies (when appropriate)

Day 4 Assessment Questions:

  • Can they maintain composure and effectiveness during simulated rush periods?
  • Do they proactively communicate with other departments?
  • Have they mastered complex reservation management?
  • Can they make quick, sound decisions under pressure?

Day 4 Success Indicators:

  • Maintains organized systems and clear communication during busy periods
  • Coordinates effectively with kitchen, bar, and service teams
  • Handles multiple demands simultaneously without quality reduction
  • Shows improved confidence in decision-making under pressure

Day 5: Leadership Development and Performance Review

The final day focuses on developing leadership capabilities and establishing ongoing performance expectations to ensure continued growth in the host role.

This leadership focus transforms hosts from operational staff to front-of-house leaders who influence overall service quality and team performance.

Team Leadership Development

Why it's essential: Hosts often function as informal front-of-house leaders who set the tone, pace, and standards for service. Developing these leadership skills enhances overall restaurant performance.

Key activities:

ElementInstructionsNotes
New Staff MentoringDiscuss expectations for training support host assistants and new team membersPractice teaching key skills to others
Service Pace LeadershipDemonstrate how hosts influence overall service rhythm and flowShow techniques for subtle service acceleration or deceleration
Pre-Shift Briefing SkillsPractice conducting informative, motivating pre-shift meetingsFocus on concise communication and energy building
Problem AnticipationDevelop skills for identifying potential service issues before they occurEmphasise proactive versus reactive approaches

Performance Review and Goal Setting

Establish clear expectations and development pathways.

Key activities:

ElementInstructionsNotes
Comprehensive Skill AssessmentReview performance across all training areasProvide specific feedback on strengths and improvement areas
Key Performance IndicatorsEstablish measurable success metrics for the host positionExamples: guest complaints, wait time accuracy, table turn efficiency
Personal Development PlanCreate individualized growth plan with specific skill targetsInclude timeline and support resources
Ongoing Feedback MechanismsEstablish regular check-in schedule and feedback channelsSet expectations for continuous improvement

Advanced Guest Experience Innovation

Encourage hosts to contribute to service excellence beyond basic responsibilities.

Training focus:

  • Developing signature welcome experiences unique to your restaurant
  • Creating memorable moments for repeat guests and special occasions
  • Contributing ideas for service improvement and guest satisfaction
  • Gathering and applying guest feedback effectively

Day 5 Assessment Questions:

  • Can they identify their key strengths and development areas?
  • Do they demonstrate leadership qualities in team interactions?
  • Have they shown initiative in suggesting improvements?
  • Can they articulate your restaurant's service philosophy and their role within it?

Day 5 Success Indicators:

  • Takes ownership of host station operations and guest experience
  • Shows leadership qualities in team interactions
  • Demonstrates clear understanding of performance expectations
  • Exhibits confidence and competence across all core responsibilities

Must-Have vs. Nice-to-Have Training Elements

Must-Have Training Elements:

  • Reservation System Mastery: Complete proficiency with your booking software is non-negotiable
  • Table Management Skills: Strategic seating decisions directly impact every aspect of service
  • Communication Protocols: Clear systems for updating servers, kitchen, and management
  • Wait Time Management: Accurate estimation and guest communication during busy periods
  • Complaint Resolution: Professional handling of common issues and service recovery
  • Rush Period Management: Maintaining organization and flow during peak business
  • Guest Recognition: Techniques for remembering and acknowledging repeat guests

Nice-to-Have Training Elements:

  • Local Area Knowledge: Information about nearby attractions and recommendations
  • Wine and Beverage Basics: Fundamental understanding of your drinks program
  • Advanced Booking Optimization: Statistical analysis of reservation patterns
  • Social Media Integration: Managing online presence and review responses
  • Event Planning Support: Assisting with private dining and special events
  • Multiple Language Skills: Basic greetings in languages common to your clientele
  • Design and Ambiance Knowledge: Understanding of restaurant concept and design elements

By following this comprehensive 5-day training plan, you'll transform new hosts into confident front-of-house leaders who understand both the operational and hospitality aspects of this crucial role. Remember that the most successful hosts combine technical skills with genuine warmth and the ability to make every guest feel truly welcome from the moment they arrive.