GUIDE TO HOST/HOSTESS in HOTELS
& RESORTS
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Host or Hostess responsibilities
include:
·
Welcoming guests to
the venue
·
Providing accurate
wait times and monitoring waiting lists
·
Managing reservations
Job brief
Host/Hostess responsibilities include greeting guests, providing accurate wait times and escorting customers to the dining and bar areas. For this role, you should have solid organizational and people skills to make sure our guests have a positive dining experience from the moment they arrive till their departure. You should also be available to work in shifts.
Responsibilities
·
Welcome guests to the
venue
·
Provide accurate wait
times and monitor waiting lists
·
Manage reservations
·
Escort customers to
assigned dining or bar areas
·
Provide menus and
announce Waiter/Waitress’s name
·
Greet customers upon
their departure
·
Coordinate with wait staff
about available seating options
·
Maintain a clean
reception area
·
·
Answer incoming calls
and address customers’ queries
·
Assist wait staff as
needed
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Requirements
·
Previous work experience
as a Host/Hostess or Waiter/Waitress
·
Understanding of
restaurant etiquette
·
Familiarity with
health and safety regulations
·
Experience in managing
reservations
·
Demonstrable
customer-service skills
·
Excellent
communication skills (via phone and in-person)
·
Strong organizational
skills with the ability to monitor the entire dining and bar area
·
Availability to work
in shifts as needed
·
Good physical condition
to walk and stand during an entire shift
Typically
restaurants require a high school certificate to work as a host or hostess.
While most restaurants do not require previous restaurant experience, it is
likely that one will need to undergo some training in order to prepare for the
job duties.
Training may involve using a cash register, managing a ledger, managing tables and wait staff, or other duties that apply to a specific restaurant setting. The best hosts and hostesses will be prepared to discuss the menu with the guests and be able to make wine recommendations or drink recommendations.
Many hosts and hostesses work their way into managerial positions. They may become lead hosts or hostess, a front-of-house manager or even a maitre d'. Those who would like to eventually end up as a general or regional manager, or even restaurant owner, should consider getting a degree in hospitality management.
Accommodating
To be a good restaurant host, you should
welcome customers with a smile and a friendly greeting and attend to their
needs in an efficient manner. You must listen to customers’ requests and try
your best to accommodate those requests. Let patrons know you are happy they
are there by treating their requests as important. The host often takes
reservations from guests who expect to be seated immediately upon arrival. Do
your best to prepare for large and small parties that have made prior
arrangements for their visits. Walk-ins also are happier when seated promptly
or provided with options, such as sitting at the bar or carrying a call-buzzer
if they have to wait.
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An effective host knows what’s going on in
the restaurant at all times. You need to be aware of when diners are just
completing their meals so you can get the table freed up for the next seating.
You should know who is working what sections, when servers are late for their
shifts or when a server is overwhelmed and needs help. A good host maintains an
even flow throughout the restaurant and sets the tone for the entire shift by
confidently making decisions as needed.
Composed
While you don’t need to necessarily look
like a model, a good host or hostess is the person who makes the first impression
on guests. As such, you need to be dressed in clean, attractive attire. Hair
and accessories should be minimal and in line with the ambiance of the
establishment. Always wear a smile and maintain your composure when your
waiting list starts building up or impatient customers demand your attention.
Your composure can be contagious, keeping the staff and the guests satisfied.
Pro-Active
A busy restaurant relies on every team
member to pitch in where necessary to ensure a smooth operation. A good host steps
in when silverware needs restocking or cleans up the lobby if it is messy. You
might have to bring drinks or serve water to patrons as they wait for a server
finishing up with another table. When not busy, an efficient host walks through
the dining room to make sure everyone is being taken care of appropriately and
to gauge when tables might turn over. Jump in to help when asked and take
initiative to help when necessary.
Restaurant
hosting is a difficult job. As members of the League of Underappreciated
Workers, they join audio engineers, bus drivers, and registered nurses as those
who are only acknowledged on the rare occasions that they screw things up. It's
a rough go, and hosts and hostesses are expected to do it all with a smile on
their face.
What's
going on behind those smiles at the host stand? Service with a smile is the
name of the game, but find out what the hosts are really thinking.
1. On OpenTable
Open Table is more than an online reservation-making service—all
restaurants you see on the website are required to use the company's
proprietary floor management system, which means leasing hardware and using
OpenTable-specific software. What the service offers, beyond the obvious
ease-of-use benefits to restaurant-goers, is a solid platform within which the
host or hostess does most of their work.
And
while the conveniences of OpenTable are helpful on both sides of the host
stand, there's a big secret most restaurants are afraid to tell you: they'd
rather you not use it. Reservations made through OpenTable cost the
restaurant a dollar per guest, which stacks up quickly over the course
of a night that might see several hundred guests coming through the doors.
Further, not all available reservations can be seen on the site; restaurants
often hold tables back from the site when they suspect they can fill them with
phone reservations, saving them from OT's service fees.
In
short, always try first to call in your reservations.
2. On "We
Cannot Seat You Until Your Whole Party Is Present."
Many
restaurants implement this policy, which has a tendency to rub people the wrong
way. Here's why they do it: people are amazingly flaky, and restaurants lose
tons of money because of it. If a restaurant seats your party at a four-top,
and the other half of your double date decides not to show, they've now left
two seats empty for the next two-plus hours.
3. On "Camping," or Sitting at Your Table for a Longer-Than-Normal Time
Wait times are often gauged in terms of where seated
tables are in their meals, so if you're planning on talking with fellow guests
over a long cup of coffee after you've received your check, tell someone. The
more you can do to communicate your plans with your server (who will relay that
information to the host stand), the better for everyone involved.
4. On Cancellations
It
may seem like a minor thing, but your cancellation can save a restaurant a lot
of money. Canceling a reservation just 15 minutes before it was scheduled will
offer an extra half hour or more in which the host(ess) can give that table to
other guests (the 15 minutes before the reservation plus the 15 or so they
would hold it hoping you'll show up late). That can easily mean another turn
(that's restaurant-speak for "use by a customer") out of that table
for the night. The larger the party, the higher the stakes.
5. On Same-Siders
Everyone
appreciates a good love story. Everyone, that is, except your host.
"Same-siders" are what some call the lovey-dovey guests that sit on
the same side of their two-top rather than across from each other. Aside from
the fact that this can crowd valuable banquette seating, making other guests
uncomfortable, it usually indicates a much longer table time, as couples like
this tend to be more excited to gaze longingly into other's eyes than at the
pork chop in front of them.
6. On Seating in an Empty Restaurant
Just
because the restaurant is half-empty now, doesn't mean it will be in 20, 30 or
40 minutes when the 7 o'clock rush hits. If you're walking in, you can't expect
to grab any empty table, no matter how many there appear to be. "Even
worse are the people that just waltz right in and walk in," bemoaned our
Texan hostess. "How would you feel if the table you reserved was given
away 20 minutes before your reservation?"
7. On
Entitlement
"Man,
people are so entitled," lamented a hostess from an Oakland, California,
restaurant. "Remember that they call you a 'guest' for a reason. Act as
such." In fact, many of the hosts I asked for contributions here brought
up the word "entitlement." Understanding the challenges of running a
restaurant will go a long way toward improving your experience.
8. On Non-Eaters
Are
there going to be non-eaters in your party? Let your host(ess) know. Some
restaurants have (arguably excessively strict) policies that require all guests
be dining to receive a reserved seat. It's better to figure this out when you
make the reservation than to be disappointed when you arrive.
9. On Dietary Restrictions
On
a related note: make sure the restaurant knows of any dietary restrictions your
party has at the time the reservation is made. A San Francisco host shared this
story: "We actually had a five-top come in last week and each customer had
a different dietary restriction: one was a pescatarian, one was vegan, one was
lactose-intolerant, and two were gluten-free. We had to jump through some
serious hoops for this table to leave happy, and it came at the expense of
other customers." While this is an extreme example, most restaurants are
happy to accommodate dietary restrictions, as long as they have some forewarning.
10. On Being the Last Table
Remember
that if you're the last table still seated after a restaurant has closed, the
likely-minuscule profit they are making from your meal will evaporate quickly
in the face of extended labor costs. An extra half hour as the last table in a
restaurant could cost a restaurant five or more man-hours in labor, which could
very well exceed the number on your bill. While it is well within your rights
to stick around, and smart restaurants will absorb this as a cost of doing
business properly, don't forget that this is a business of dollars and cents,
especially if it's a small business you love.
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