Host

Roles and responsibilities

Be a primary point of contact for guests, anticipating their needs and going above and beyond to create memorable experiences
Assist guests throughout their journey, from pre-arrival to post-departure
Provide information on facilities, programs, and services, including attending to VIP guests
Collaborate with other teams to maximize guest satisfaction
Coordinate special requests and tailor services to create unique experiences for guests
Ideally with a relevant degree or diploma in Hospitality or Tourism management
Minimum 2 years work experience in hotel operations
Good customer service, communications and interpersonal skills are a must
1. Greeting and Welcoming Guests:
Welcoming guests as they enter, creating a warm and friendly first impression.
Escorting guests to their tables or rooms in a timely and friendly manner.
Asking guests for any special requests or preferences (e.g., seating preferences, dietary restrictions, or special occasions).
2. Managing Reservations and Waitlists:
Handling reservations: Taking phone or online bookings and ensuring that guests' preferences (e.g., time, seating arrangement) are met.
Managing the waitlist: If there is no immediate seating available, ensuring guests are added to the waitlist, providing estimated wait times, and notifying them when their table is ready.
Coordinating seating arrangements to maximize space utilization while ensuring a comfortable experience for guests.
3. Seating and Table Assignments:
Assigning tables based on availability, guest preferences, and server workloads.
Ensuring that the dining area is clean and organized before seating guests.
Ensuring that guests are seated in an area that accommodates any special needs (e.g., accessibility for wheelchairs, or high chairs for children).
4. Providing Information:
Providing guests with menus, daily specials, or any important information about the restaurant or venue.
Offering helpful recommendations or answering questions about the menu or event details.
Notifying guests about any delays or issues with seating in a courteous and professional manner

Desired candidate profile

Managing Guest Flow and Service Coordination:
Coordinating with the waitstaff, kitchen, and management to ensure smooth service and timely seating.
Monitoring the dining area to ensure that tables are cleared and ready for new guests as quickly as possible.
Anticipating guest needs and proactively offering assistance or accommodations (e.g., refilling drinks or adjusting seating arrangements).
Ensuring the timely flow of guests from check-in to seating, avoiding overcrowding or delays.
Handling Complaints and Special Requests:
Addressing guest complaints or concerns quickly and professionally, directing them to the appropriate team member or management when necessary.
Making adjustments to seating or service if needed to ensure guest satisfaction.
Coordinating with other staff to fulfill special requests, like birthday surprises, anniversary celebrations, or specific seating preferences.
. Maintaining Cleanliness and Organization:
Keeping the host stand area clean and organized, ensuring a neat and welcoming first impression.
Monitoring the overall cleanliness of the waiting area and restrooms, ensuring that guests are comfortable while waiting.
Ensuring menus and other materials are clean, intact, and up to date.
Billing and Payment Assistance (in some settings):
In some places, the host may assist with finalizing checks or guiding guests to the payment area if needed.
Offering assistance with processing payments or helping guests with payment-related inquiries.
Skills and Qualities Required:
Excellent communication skills: A host needs to clearly convey information to guests and staff in a courteous and friendly manner.
Strong organizational skills: The ability to manage reservations, waitlists, and seating arrangements without creating confusion or long wait times.
Multitasking ability: Managing multiple tasks at once (e.g., answering phones, greeting guests, and managing the seating chart) while remaining composed.
Customer service orientation: A genuine desire to create positive experiences for guests and resolve issues quickly.
Problem-solving skills: Being able to handle complaints or unexpected situations effectively.
Friendly and approachable demeanor: The host sets the tone for the guest experience, so being welcoming, warm, and attentive is key.
Attention to detail: Ensuring all guest needs and preferences are remembered and met.
Patience and calm under pressure: The ability to remain calm when handling busy times or guest dissatisfaction.