RECEPTIONIST / HOSTESS

Overview

Key Responsibilities

• **Guest Greeting & Seating:**
• Welcome guests with a warm, friendly, and professional demeanor as they enter the restaurant.
• Escort guests to their tables, ensuring they are comfortable and have everything they need for an enjoyable experience.
• Manage waiting lists and coordinate seating arrangements, prioritizing reservations and walk-ins in a timely manner.
• Ensure the restaurant’s ambiance is consistently welcoming, with attention to cleanliness and orderliness at the entrance and seating areas.
• **Reservation Management:**
• Handle phone inquiries and manage reservations efficiently using the restaurant's reservation system (e.g., OpenTable, Resy).
• Confirm reservations, make changes or cancellations, and maintain an up-to-date guest list.
• Assist with special requests such as dietary needs, preferred seating, and celebration reservations.
• Ensure all reservation policies are communicated clearly to guests.
• **Guest Experience:**
• Address guest concerns or requests promptly, escalating to the appropriate manager if necessary.
• Monitor guest flow and anticipate peak times, coordinating with servers and management to minimize wait times.
• Provide information about the menu, restaurant features, and special promotions when necessary.
• **Communication & Coordination:**
• Maintain clear and continuous communication with the restaurant team, including servers, managers, and kitchen staff, to ensure smooth operations.
• Assist with coordinating large group bookings, special events, and private dining requests.
• Keep the manager informed of guest preferences, repeat visits, and any VIP or regular customer status.
• **Administrative & Organizational Duties:**
• Manage guest check-in and check-out, ensuring that guests are properly acknowledged and thanked for their visit.
• Handle the payment process for guests as needed, ensuring accurate billing and providing receipts.
• Maintain accurate records of reservations, cancellations, and guest feedback.
• Assist with maintaining front-of-house inventory, ensuring all menus, promotional materials, and other resources are up to date.
• **Maintaining Cleanliness & Presentation:**
• Ensure that the front desk area is always clean, organized, and welcoming.
• Maintain a professional appearance in line with the restaurant's grooming standards.
• Ensure the waiting area is comfortable, with seating arrangements, magazines, or other amenities for guests.
• **Customer Service:**
• Handle guest feedback, complaints, or inquiries with professionalism, working to resolve any issues to the satisfaction of the guest.
• Upsell restaurant services such as wine pairings, special events, and exclusive offerings.

Skills & Qualifications

• **Experience**: Previous experience in a customer-facing role, preferably in a fine dining or high-end restaurant setting.
• **Communication**: Strong verbal communication skills and the ability to speak clearly and confidently with guests, colleagues, and management.
• **Customer Service**: Excellent interpersonal skills, with a genuine passion for providing a high level of service.
• **Organization**: Ability to multi-task and manage high-stress situations while maintaining a calm and positive demeanor.
• **Technical Skills**: Familiarity with reservation systems and point-of-sale (POS) systems is an advantage.
• **Appearance**: Well-groomed and dressed in accordance with the restaurant's dress code.
• **Languages**: Fluency in English is required; proficiency in additional languages is a plus.

Personal Attributes

• **Attention to Detail**: Able to notice small details that make a big difference in the guest experience.
• **Team Player**: Works well with others in a fast-paced environment, and supports colleagues when necessary.
• **Professionalism**: Maintains composure and professionalism at all times, especially when dealing with difficult guests.
• **Punctuality**: Reliable and timely, ensuring shifts start and end as scheduled.