Core Duties and Responsibilities
Welcoming and Seating Guests
Greet every guest with a warm, friendly smile upon arrival.
Manage the host stand, track table availability, and escort guests to their tables.
Accommodate special seating requests and manage waitlists during peak dining hours.
Reservation and Table Management
Answer phone calls and online booking requests to schedule reservations accurately.
Coordinate with floor managers and servers to optimize table turnover and seating flow.
Maintain records of regular patrons, VIPs, and large party bookings.
Customer Service and Relationship Building
Check in with diners during their meal to ensure satisfaction with food and service.
Anticipate guest needs, such as high chairs, menu adjustments, or allergy accommodations.
Recognize and personalize experiences for repeat visitors and high-profile guests.
Complaint Resolution
Listen actively to customer concerns regarding food, wait times, or service.
Handle de-escalation professionally and offer prompt solutions or compensations authorized by management.
Log recurring issues and report them to the restaurant manager or head chef.
Feedback and Administrative Tasks
Collect guest feedback cards or digital reviews as patrons depart.
Update customer preference databases (favorite tables, dietary restrictions, anniversaries).
Coordinate with the floor and kitchen staff regarding special celebrations or large group itineraries.