Hostess

Roles and responsibilities

A Hostess plays a key role in creating a positive first impression and setting the tone for a customer’s dining experience. Hostesses are typically employed in restaurants, cafes, hotels, and other hospitality establishments. Their responsibilities involve greeting guests, managing reservations, and ensuring that customers are seated promptly and comfortably. Below is a breakdown of the key skills required for a Hostess:

1. Customer Service Skills

• Warm and Welcoming: Greeting customers with a smile and creating a friendly and positive atmosphere as soon as they enter the establishment.
• Attentiveness: Being aware of customers’ needs and providing prompt assistance, such as offering a waiting area or updating them on their table status.
• Active Listening: Listening carefully to customers’ needs, such as special seating requests, or any specific preferences they may have.

2. Communication Skills

• Clear Communication: Effectively communicating with both guests and staff to ensure that seating arrangements, reservations, and customer requests are understood and met.
• Polite and Professional Language: Using courteous and professional language to address guests and staff.
• Problem-Solving Communication: Handling complaints or issues (e.g., wait times or seating arrangements) with a calm and diplomatic approach.

3. Organizational Skills

• Reservation Management: Keeping track of reservations, walk-ins, and waitlists, ensuring that tables are available when needed and that the seating process is smooth.
• Managing Wait Times: Effectively managing guest expectations by providing accurate wait times and communicating any delays in seating.
• Table Assignment: Coordinating seating arrangements to maximize efficiency, ensuring guests are seated in an organized manner according to the flow of the restaurant or dining area.

4. Multitasking

• Handling Multiple Tasks Simultaneously: Managing guest check-ins, answering phone calls, seating guests, and handling customer requests all at once, especially during busy periods.
• Balancing Waitlists: Managing the waitlist system while ensuring guests are seated in the right order and no one is overlooked.
• Coordinating with Servers: Ensuring that servers are informed of guest preferences or any special requests before guests are seated.

5. Problem-Solving and Conflict Resolution

• Handling Complaints: Addressing any guest complaints or issues regarding seating, wait times, or reservations promptly and professionally.
• Managing Expectations: If there’s a delay in seating, offering alternatives like a drink at the bar or making the wait more comfortable for guests.
• Dealing with Difficult Situations: Staying calm and composed when dealing with frustrated customers, ensuring they feel heard and taken care of.

6. Time Management

• Efficient Seating: Ensuring that guests are seated promptly while minimizing wait times and maintaining a steady flow of customers into the restaurant.
• Scheduling Shifts: Organizing and managing staff schedules to ensure there are enough hostesses and other team members during busy hours.
• Keeping Track of Time: Making sure reservations are honored on time and managing the pace of seating to avoid bottlenecks.

Desired candidate profile

Independent is for all ambitious, outgoing, friendly extrovert people who want to advance in their careers or are looking for new job opportunities and we are currently looking to hire experienced Hostesses/Hosts who have a passion for hospitality and providing an exceptional customer experience. Some of the key responsibilities for this role:

• Meet and greet guests as they first arrive, ensuring you represent the brand in the best way possible
• Handle large numbers during peak times - managing the waiting list successfully is key
• Adapt and adjust your approach as necessary when handling guests
• Work closely with the Restaurant Manager in handling any customer issues in a prompt and timely fashion
  

Our restaurants are busy and to be considered for this role you need to have excellent communication skills, a willingness to work on your feet for long periods of time and a passion for all things hospitality