Key Responsibilities and Required Skills for F&B Hostess

🎯 Role Definition

The F&B Hostess (Food & Beverage Hostess) is the front-of-house ambassador who creates the first and last impressions for guests in restaurants, lounges, hotels, and event venues. This role manages reservations and waitlists, greets and seats guests, communicates guest needs to operations teams, and maintains a polished, efficient, and welcoming dining environment. Success in this role requires excellent communication, impeccable professional presence, strong organizational skills, and the ability to multitask during high-volume service periods.

📈 Career Progression

Typical Career Path

Entry Point From:

Host / Hostess (casual dining)
Restaurant Server or Busser
Front Desk Receptionist (hotel)

Advancement To:

Maître d' / Head Host
Floor Manager / Assistant Restaurant Manager
Guest Services Manager / Front-of-House Manager
Event Coordinator or Banquet Captain

Lateral Moves:

Reservations Coordinator / Reservations Manager
Customer Experience / Guest Relations Specialist

Core Responsibilities

Primary Functions

Greet guests promptly and courteously on arrival, managing first impressions by providing a warm welcome, explaining wait times, and helping guests feel valued and informed.
Manage reservations and bookings using industry-standard systems (OpenTable, Resy, SevenRooms, in-house POS/reservation tools), ensuring accuracy of party size, time, special requests, and contact details.
Maintain and update waitlists during peak periods, estimate wait times accurately, and proactively communicate delays or table availability to waiting guests.
Seat guests according to floor plans and service rotations to balance server workloads, honor guest preferences and reservations, and optimize table turnover.
Coordinate closely with servers, bartenders, and kitchen staff to ensure timely seating aligns with operational capacity and service pace.
Answer and manage incoming phone calls and online inquiries professionally, handling reservation requests, cancellations, and special-arrangement questions.
Record and communicate guest allergies, dietary restrictions, celebrations, and special requests to the kitchen and service team to ensure safe, personalized service.
Manage the host stand and front-of-house area to maintain professional appearance, accessibility, and efficient guest flow.
Issue accurate seating assignments and manage table changes during service to resolve bottlenecks and reduce guest wait times.
Provide concise, courteous, and persuasive upsell information about high-margin items, special menus, chef’s recommendations, and promotions when appropriate.
Offer concierge-style assistance for guests including recommendations for menu items, nearby services, transportation options, and connecting with management for VIPs.
Support arrival logistics for private events and banquets by greeting attendees, coordinating check-in lists, and liaising with events staff to ensure smooth transitions.
Monitor dining room capacity and advise management on potential overbooking or operational constraints to protect service standards.
Maintain confidentiality and discretion when dealing with VIP guests and private events, ensuring comfort and privacy.
Collect and relay guest feedback, complaints, and compliments to supervisors and the management team, following up when required to ensure satisfaction.
Assist with basic financial transactions and point-of-sale tasks when needed, including split checks, payment processing, and closing out reservations.
Ensure compliance with health, safety, and sanitation regulations in the host area, including maintaining clean host stand surfaces, menus, and waiting areas.
Conduct nightly and shift handovers with other hosts and supervisory staff to maintain continuity and communicate outstanding reservations or guest notes.
Assist in training and mentoring new host staff on reservation systems, seating procedures, guest interaction standards, and emergency protocols.
Implement and follow accessibility and inclusion procedures to accommodate guests with disabilities and special needs.
Use guest relationship management tools to capture repeat-guest preferences and contribute to a personalized service experience.
Operate multi-line phone systems and digital communication tools to triage requests while maintaining an engaged front-of-house presence.

Secondary Functions

Facilitate coordination between front-of-house and back-of-house for special menus, allergen communication, and timed-course service during busy shifts.
Assist with pre-shift set-up and post-shift close-down tasks including menu inventory, host stand restocking, and presentation of reservation lists.
Participate in planning and execution of in-venue promotions, themed dining nights, and holiday service logistics as assigned.
Support catering and off-site event coordination by preparing guest lists, assigned seating charts, and check-in procedures.
Maintain up-to-date knowledge of current menus, beverage lists, promotions, and chef specials to answer guest questions authoritatively.
Help monitor and maintain lost-and-found, coat check, and guest belongings procedures, escalating valuables to management as required.
Proactively support service recovery initiatives by offering appropriate solutions for minor guest complaints and escalating larger issues to supervisors.
Assist managers with periodic reporting on reservation trends, no-shows, peak times, and guest demographics to inform staffing and marketing decisions.
Serve as a brand ambassador for workplace culture and guest experience standards, modeling professional behavior for new hires.
Contribute to guest loyalty and CRM efforts by accurately logging repeat-guest notes and preferences for future visits.

Required Skills & Competencies

Hard Skills (Technical)

Reservation and table management systems: OpenTable, Resy, SevenRooms, Tock or equivalent in-house systems.
POS basics: familiarity with common POS systems (Toast, Micros, Square) for check-in and payment coordination.
Multi-line phone systems and online booking platforms (handling inbound/outbound reservation flows).
Guest CRM entry and management (guest profiles, VIP notes, allergies, repeat-customer preferences).
Basic cash handling and payment reconciliation experience.
Knowledge of front-of-house seating theory and table turning best practices to maximize covers without compromising service.
Understanding of food safety and sanitation standards (ServSafe or local equivalent preferred).
Event and banquet check-in procedures; ability to manage seating charts and assigned seating for private functions.
Proficiency with mobile/tablet devices for reservations and waitlist management.
Basic familiarity with menu composition, wine lists, and beverage offerings to answer guest queries and support upselling.

Soft Skills

Exceptional interpersonal communication: warm, clear, and professional verbal interaction with diverse guests.
Strong organizational ability with attention to detail and multi-tasking under pressure.
Calmness and problem-solving: ability to de-escalate tense situations and resolve guest complaints courteously.
Teamwork: collaborative approach with servers, kitchen, and management to deliver cohesive service.
Poise and professional presence: grooming and conduct consistent with hospitality brand standards.
Time management: punctuality, shift ownership, and efficient handovers between host staff.
Active listening and empathy to anticipate guest needs and personalize interactions.
Adaptability and resilience to thrive in variable volume and shifting service priorities.
Sales-oriented mindset with tactful upselling skills that enhance revenue while preserving guest trust.
Cultural sensitivity and inclusion: ability to accommodate diverse guest needs and accessibility requirements.

Education & Experience

Educational Background

Minimum Education:

High school diploma or equivalent.

Preferred Education:

Associate degree or certificate in Hospitality Management, Hotel & Restaurant Management, or related field.

Relevant Fields of Study:

Hospitality Management
Hotel & Restaurant Administration
Event Management
Customer Service / Business Administration

Experience Requirements

Typical Experience Range:

0–3 years in front-of-house hospitality roles; many employers accept entry-level candidates with strong customer service skills.

Preferred:

1–2+ years of experience as a host/hostess, maître d' assistant, reservations agent, or front desk role in restaurants, hotels, or event venues.
Experience with high-volume or fine-dining environments, private events, or hotel food & beverage operations is advantageous.
Prior experience using reservation systems (OpenTable/Resy/SevenRooms) and POS platforms preferred.