Overview:

The Host/Hostess is the first point of contact for guests at the restaurant, responsible for providing a warm welcome, managing reservations, and ensuring guests are seated promptly and comfortably. This role also involves maintaining the guest profile database, collaborating with marketing on promotions, organizing events, enhancing guest relations, and managing guest communications through email, social media, and messaging apps.

Key Responsibilities:

Guest Greeting and Seating

- Greet guests warmly and escort them to their tables.

- Manage reservations and seating arrangements to optimize table turnover and guest satisfaction.

- Coordinate with servers and kitchen staff to ensure efficient service.

Customer Service

- Answer phone calls and provide information about the restaurant, menu, and reservations.

- Handle guest inquiries and complaints courteously and professionally.

Area Maintenance

- Maintain the cleanliness and organization of the host/hostess station and waiting area.

Guest Profile Database Management

- Maintain and update the guest profile database, ensuring accurate and up-to-date information.

- Utilize the database to personalize guest experiences and enhance customer satisfaction.

- Responsible for guest database creation and maintenance.

Marketing Collaboration

- Collaborate with the marketing team to promote special events, offers, and new menu items.

- Share promotions with guests and encourage participation.

- Assist in printing and distributing promotional collateral.

Event Organization

- Assist in planning and organizing events in collaboration with the Restaurant Manager.

- Coordinate event logistics and ensure seamless execution.

Guest Relations

- Build and maintain positive relationships with guests, ensuring a high level of satisfaction.

- Address and resolve guest concerns promptly and professionally.

- Monitor and report daily operation glitches and issues as well as positive feedback.

Booking/Reservation System Control

- Manage and control the booking and reservation system.

- Ensure accurate and timely input of reservation details.

Guest Communication

- Manage guest communications through email, social media, and messaging apps.

- Respond promptly and professionally to guest inquiries and feedback.

- Assist in building and maintaining a positive online presence.

Assistance to Management

- Provide full assistance to the management team on guest satisfaction initiatives.

- Support daily operations by monitoring and reporting issues and positive feedback.