How to Deal With Entitled Restaurant Customers as a Host

Ever had an older customer demand a table right now, even when the restaurant is completely slammed? If you work as a restaurant host, dealing with rude or entitled customers is part of the job. But you do not have to be a doormat. The secret to handling difficult restaurant customers is setting clear rules while staying totally polite. You must use firm body language and smart phrases that leave them with nothing to argue about.

Working as a host in fast casual dining can be hard. You might be young, short, and new to the job. Sadly, some impatient diners see this and think they can bully you. They see you running around cleaning tables and still ask, "Why do we have to wait?" It feels very unfair when you are just doing your best at a minimum wage job.

Guilt-tripping or treating customers like children usually does not work. Instead, you need to show them you are in control of the room. Here are the best tips to stop entitled behavior fast.

Stand Your Ground with Body Language

People often judge you by how you stand. If you look nervous, entitled people will push you harder.

• Maintain eye contact: Do not look down at your screen or the floor when they complain. Look them right in the eye.
• Stand up straight: Make yourself look as tall and confident as possible.
• Use a calm voice: Never shout back. Speak slowly and clearly. A calm voice shows you are not stressed by their bad behavior.

Smart Lines to Handle Impatient Customers

You want lines that are not obvious, but make them realize they are being unreasonable. When they try to force their way to a table, use these polite but strong answers:

When they point at an empty, dirty table: "I see that table is empty, but our servers are fully booked right now. Sitting you there means you would not get served, and we want you to have a great meal."

When they ask why the wait is so long: "We are working hard to clear tables safely and quickly. Your wait time is still about 15 minutes. Would you like to wait at the bar or check back later?"

When they try to bully you into skipping the line: "I have to be fair to the guests who arrived before you. I will call your name the second your table is ready."

When they threaten to leave: "I completely understand if you do not want to wait tonight. We would love to see you another time." (This shows you will not beg them to stay).

Don't Take It Personally

Remember, when a 50-year-old yells at a 19-year-old host about a table, it is about their bad manners, not you. They are just hungry and impatient.

Your servers and managers have your back. If a customer crosses the line and becomes too aggressive, always step away and call your manager. You are there to manage the seating flow, not to take abuse.

Stay confident, use your smart lines, and remember that you are the boss of the front door!