Hostess

Roles and responsibilities

Answer telephone within 3 rings, using correct salutations and telephone etiquette.
Take record and confirm restaurant reservations / cancellations in accordance with departmental standards.
Communicate reservation /cancellation changes to management as they arise throughout the shift.
Monitor the preparation of own assignments, ensuring compliance to departmental standards.
Ensure that all menu’s, check folders are cleaned and in sufficient quantity.
Ensure that the hostess stand is cleaned and organized.
Review Reservation book, pre-assign designated tables and follow up on all special requests.
Greet the guests at the entrance of the restaurant.
Seat Guest accordingly to floor plan / being fair to each waiter.
Show guests their table which has been designated to them.
Ensure that the guests are pleased with their table.
Present the open menu to the guest.
Maintain positive guest relations at all times.
Be familiar with hotel services / activities to respond to guest inquiries accurately.
Guest Greeting: Welcome guests as they enter the restaurant or venue, ensuring a friendly and professional demeanor.
Seating Guests: Assign tables to guests based on availability, special requests, and guest preferences while maintaining smooth flow and reducing wait times.
Reservation Management: Handle reservations by confirming bookings, maintaining accurate records, and managing the waiting list when necessary.
Customer Service: Assist guests with any questions about the menu, services, or venue layout, and address any concerns or requests promptly.
Monitoring Flow of Guests: Keep track of table turnover, ensuring seating arrangements are efficient and patrons are seated quickly.
Collaboration with Staff: Work closely with servers, managers, and kitchen staff to ensure timely service and guest satisfaction.
Maintaining Cleanliness and Order: Ensure that the front-of-house area is clean, organized, and presentable, including the host stand and waiting area.
Special Events Coordination: For event or hotel hostesses, assist with event preparation, guide guests, and help with event logistics as required.
Up-selling and Promotion: Occasionally inform guests about special deals, menu items, or events to enhance their experience and drive sales.

Desired candidate profile

• Excellent Communication Skills: Ability to interact clearly and courteously with guests, staff, and management, both in person and over the phone.
• Customer Service Skills: Provide outstanding service by remaining attentive, responsive, and friendly in all situations.
• Multitasking: Ability to handle multiple tasks at once, such as managing reservations, greeting guests, and coordinating with staff, while maintaining a calm demeanor.
• Problem-Solving: Ability to quickly resolve any seating or guest concerns and ensure smooth service.
• Attention to Detail: Observing guest needs, maintaining an organized front-of-house area, and ensuring no detail is overlooked.
• Team Player: Collaborate with other staff members to ensure that guests’ needs are met promptly and efficiently.
• Organization Skills: Strong ability to manage reservations, track guest preferences, and maintain a clean and organized work environment.
• Professionalism and Politeness: Exhibit a high level of professionalism, including maintaining composure in high-stress situations, and providing courteous service.
• Time Management: Efficiently managing seating arrangements and wait times while prioritizing guest satisfaction.

3. Experience & Qualifications

• Education: A high school diploma or equivalent is typically required. A college degree in hospitality or a related field can be an advantage.
• Experience: Previous experience in hospitality, customer service, or a similar role is often preferred but not always required.
• Knowledge of Reservation Systems: Familiarity with reservation software (e.g., OpenTable, Resy) is a plus, especially for larger restaurants or hotels.
• Language Skills: Bilingual candidates are a plus, especially in areas with a diverse clientele.