The most memorable welcome I have ever heard was at the Red Eye Grill in New York City. This beautiful steak house is right across from Carnegie Hall and has hospitality unlike any other. You can tell this just from their welcome. Upon arrival, the host or hostess greets the customer with the unique phrase:
“Were we expecting you, or is tonight a happy surprise?”
What a unique and welcoming way to ask guests the simple question, “do you have a reservation?”. Instead, the question “were we expecting you, or is tonight a happy surprise?” oozes hospitality and excitement to serve every customer whether or not they have a reservation. They demonstrate true philoxenia (or love of the stranger) no matter what.
The host and hostess have a crucial role in welcoming customers that can be overlooked entirely. The check-in desk of any business sets the tone of the experience or stay. It’s the first course of your guest’s stay. If customers feel welcomed, that feeling will carry over throughout their stay, and if not, there is more work to ensure your guest’s stay is wonderful.
The most frequently asked question by waiters and servers-
“have you dined with us before?”
A phrase coined years ago, and frankly, needs to stop being used.
I understand servers ask this question to find out information about the customer, to figure out how much help they may need, or ways to guide them on the menu or in the hotel. But the question is very inhospitable and unfriendly. It’s gotten stale.
The question creates a symbolic boundary between the server and the customer. It makes the server and guest feel like strangers, and the guest is not wanted.
There are two ways this question can go. First, the guest has dined or stayed before. However, asking that question just shines a light on the fact you cannot remember who they are. It makes it seem like you do not value their continued support of your businesses. Second, if the guest has never stayed or dined with you before, it creates a sense of awkwardness between you and the guest.
In both situations, the two acting parties are strangers to each other.
I understand that the meaning behind this question is not to create this feeling. It is to find out information about the guest and how you can serve them. However, there is a much better way to find out this information.
“Welcome. May I help you with the menu?” “Welcome. Is there any guidance I can provide you with today? “Are you familiar with the menu/hotel?” “May I have some recommendations as you look at the menu?”
Welcome guests and show them they are not a stranger. Demonstrate hospitality.
