A host is a key position in any hospitality business because they get to create the ambiance, book reservations and waitlists, work with staff and use tools to make sure everything runs smoothly.
This post will cover the roles of a hostess or host and the restaurant host job description. Let’s get into it!
Table of Contents
Host Responsibilities
So, what is a restaurant host? The job involves many things. Here is the restaurant host job description:
1. Greet Guests
Greeting customers is part of being a restaurant host and sets the tone for the customer experience.
A seasoned restaurant host can increase customer satisfaction by providing great service and a warm greeting sets the expectation high for food and service.
A good host should be warm and inviting, make guests feel at home as soon as they walk in and make sure the entryway is clear of clutter and tidy.
Hosts should also wear the right attire and non-slip shoes that fit their establishment’s dress code. This helps with professionalism and ambiance.
There are techniques hosts can use when greeting different types of customers such as families with kids or large groups. For example, they can offer high chairs or booster seats for little ones.
Professional hosts welcome larger parties with enthusiasm and make sure they know the wait time.
2. Seat Guests
The host is responsible for seating diners at their tables taking into account table availability, server workload and guest preferences.
Hosts also provide menus to guests and should be able to recommend menu items for dietary restrictions such as vegetarian or gluten free options. A good host is aware of daily specials or menu changes so they can answer questions correctly.
They should also be able to handle any basic restaurant management situations that may arise during the greeting and seating process even if there is no manager around.
For example, if a customer is not happy with their seat they should offer alternatives. A host should also be able to handle complaints or concerns professionally.
3. Take Reservations and Manage Waitlists
Hosts manage reservations by keeping track of available tables and holding reserved seats accordingly.
Managing reservations and waitlists is key to great customer service in a restaurant and during peak hours when all tables are full, hosts should keep accurate waitlists so waiting guests can be seated quickly.
Things can happen unexpectedly (e.g. large groups showing up unannounced). To handle these situations without compromising guest satisfaction hosts should not overbook by leaving some buffer time between reservations.
They may also prioritize special requests from regulars and offer incentives (e.g. a free appetizer) to guests who are willing to wait for their table.
4. Crowd Control
Hosts may also need to manage crowd control at the entrance or bar during peak hours. This is part of the restaurant hostess job description.
This can be managing the customer line, finding spare seats at the bar or asking customers to come back later when it’s less busy.
5. Create a System
A system helps hosts keep track of reservations and waitlist entries. Many restaurants use restaurant POS systems with reservation management to streamline this process.
These tools can monitor table availability, assign tables to specific parties and send notifications when tables become available.
Hosts should also be familiar with:
Point of Sale (POS) Systems
Point of sale (POS) systems manage reservations, track orders, process payments and generate reports. These systems allow hosts to access guest information such as reservation details or special requests quickly and communicate with the front-of-house and kitchen staff.
Reservation Management Software
Reservation management software allows hosts to manage online bookings from multiple channels like website or social media.
This type of software often integrates with POS systems. Popular options are OpenTable, Resy, and Eat App.
Customer Relationship Management (CRM) Systems
Customer relationship management (CRM) systems allow hosts to collect valuable customer data such as contact information, dining preferences and visit history.
They can use this data to personalize guest experience by addressing their needs or sending targeted marketing to encourage repeat business.
Staff Communication Tools
Communication between host and other staff members is key to great service. Understanding basic restaurant lingo is also very important.
Many restaurants use messaging apps like Slack or team collaboration tools like Trello to keep everyone informed about reservations, table assignments and special requests from guests.
Restaurant Host FAQs
Let’s see some frequently asked questions about a restaurant host’s role:
What’s the most important part of being a host or hostess?
This sets the tone for a great experience and guest satisfaction.
Why is a host/hostess so important to a restaurant?
They create the ambiance, manage seating and solve any issues that may arise during the visit. Their performance affects customer retention and ultimately the restaurant’s reputation.
How do you become a good host or hostess in a restaurant?
Learn the menu to answer questions confidently, work well with team members and be guest focused.
Summary
A host is important to a restaurant and greets and seats guests, manages reservations and waitlists and uses technology to simplify operations.
Good communication and working well with other team members especially wait staff is key to being a good host or hostess. By creating the ambiance and seating guests quickly and efficiently hosts can set the tone for a great experience.
