Your Role in the Story
The Host/Hostess is the first point of contact for our guests, responsible for creating a warm, welcoming, and professional experience from reservation to departure. This role requires exceptional interpersonal skills, a polished appearance, and efficiency in managing guest flow and reservations.
Key Responsibilities
- Provide a warm welcome and guide guests to their tables.
- Assist with table and display setup.
- Be attentive to guest needs and address concerns, reporting incidents to the Supervisor.
- Maintain cleanliness and organization of hostess station and menus.
- Efficiently manage bookings to maximize seating while accommodating guest preferences.
- Maintain and update the guest database.
- Communicate special requests (e.g., birthdays, dietary requirements) to relevant staff.
- Support restaurant readiness prior to service.
- Prepare operational materials and ensure all systems (phone, reservation, laptops) are functioning.
- Collaborate effectively with colleagues across departments.
- Assist with quarterly and yearly inventory checks of operating equipment.
- Learn and implement safety, hygiene, and sanitation policies.
- Full knowledge of reservation systems, menus, operating hours, and upcoming events.
- Understand and enforce restaurant鈥檚 rules and SOPs.
- Maintain hostess desk setup and ensure accurate computer record-keeping (Excel, Word, spreadsheets).
Service Steps
Before Service:
- Sign in and acknowledge presence with a manager.
- Ensure laptops and telephone lines are operational.
- Review daily bookings and allocate waiter sections on reservation鈥檚 system.
- Inform management of special requests or reserved tables with unique requirements.
- Prepare menus, reception desk, and all necessary operational materials.
- Confirm all bookings via phone and check emails for updates.
During Service:
- Greet and check in guests according to SOPs.
- Manage cloakroom and phone charging stations.
- Escort guests to tables and communicate wait times when needed.
- Maintain communication with floor staff to ensure tables are reset and ready.
- Assist with bill transfers between bar and dining areas as required.
After Service:
- Reorganize the hostess station and work area.
- Thank departing guests and hand out business cards.
- Update guest profiles with feedback and complete closing reports.
- Implement lost and found procedures and report feedback to managers.
- Sign out after the last guest leaves with managerial approval.
- Support all events from an F&B and Hotel Operation perspective, collaborating closely with the Sales and Events teams to ensure seamless planning, execution, and delivery of food and beverage services that enhance the guest experience.