Tokyo Cafe Host situational lesson

​You just found out you rang in the incorrect item. What are all the steps would you take to resolve this?

Let the manager know.

Inform and apologize to the guests if applicable.

Ring in the correct item.

Let kitchen/sushi bar know of the correction so they don't make the wrong item (if caught in time)

Reprint the correct itemized check.

How do you know if a to go order has already been paid for?


Check is headed with a "CN" designation
There is a vertical line through the check.

Explain in what situations we can accept a reservation?

2 hour advance notice

Party of 8 or less

Time/party size is available for that date on the reservation system.

Larger parties require a manager authorization.

You can also offer other times if their specific time is unavailable.

If a customer calls in to make a reservation that is unavailable, what would you tell them?

Provide other times that are available that will fit their party.

If they are insistent, you can ask for a manager to see if they can authorize an accommodation.

Inform them about the limited reservations and having 2/3 of the restaurant available for walk ins.

Explain what the call ahead is and how to get on it.

A table that is being held for a reservation on the next party on the waitlist is being delayed by the current party. What are
your next steps?

Alert the manager.

Check to see if the party can be moved to another table.

If unable to situate the guests in a timely manner, apologize, then you can offer them drinks or appetizers on us.

When must you ask for approval from a manager to add a reservation?

If the guests is really insistent but it is within the 2 hour time.

Large parties over 8 guests.

Parties that require special accommodations.

A to go order has not shown up 30 minutes after it is due. In detail, what are your next steps? 3 points

Let the manager know.

Call the guests or leave a voicemail.

Put items that need to stay cold in the fridge and mark "IF" on the ticket.

How can you find out what time to quote for togo orders?

Smaller/quick orders (beef bowl, teriyaki chicken bowl) aim for 15 to 20 minutes.

Large tickets will require more time so ask the BOH/Sushi how much time they need.

Try to stagger tickets by at least 5 minutes apart.

Occasionally ask the BOH and sushi bar how much time they need when you see them loaded with tickets.

You notice certain items are taking a little longer to come out. In detail, what are your next steps?

Inform the manager as they can ask to push certain items.

Let each station know when the customer has arrived so they can prioritize the items for that ticket.

If it is taking longer, you can ask them for a time.

If the guests is waiting long past the quoted time, you can offer them a drink on us. Also apologize for the inconvenience.

​What is the correct way to get your shifts covered or to trade your shifts.


Release your shift into the shift pool via 7 shifts app. Confirmation from both parties must be made before it approved by a manager. Both parties must have similar job titles (i.e. a host covering for a server will not work). When trading, if your trade does not allow for a state mandated break for the receiving party, then a manager will not be able to approve it (if you can work that out, then a manager may approve of the change).

Name the steps you take to verify the correct order while placing it and bagging it

When placing the order, get the guests name and phone number. Take their order. REPEAT everything.

Before printing the check, separate ticket of each station (i.e. kitchen from fry from sushi)

Do not bring out food without everything on the station ticket

Mark off items on the ticket as they are brought to the bagging counter.

Make sure everything that comes with a sauce on the side is included with the to go item.

Check for ginger and wasabi.

Bag only similar temp items together.

Check off the amount of bags complete the order on the top left.

Check for CPS.

Name all the abbreviations placed on a togo receipt and what it each means.

#B - number of bags for the order

C - chopsticks

P - plasticware

S - soy sauce

Zero with a slash - no cps

LS - low sodium

GF - Gluten free

CN - Chownow

H - customer is here

time of top right corner - quote p/u time

How do you quote wait times for walk in customers when the restaurant is full?

Unoccupied tables with no diagonal marks are free to use.

Occupied tables with diagonal marks have a reservation or call ahead set aside for it.

Occupied tables no diagonal marks:

with a check or closed status - estimated 15 minutes

with an entrée status - estimated 30 minutes

with a dirty status - estimated 5 minutes

with no status but has ordered - estimated 40 minutes - 1 hour

with no status and has not ordered - 1 hour 15 to 1 hour 30

If all occupied tables have a diagonal mark, wait will be at least 1 hour 30.

Offer sushi bar if available.