Key Responsibilities and Required Skills for Front of House

🎯 Role Definition

As a key member of our Front of House team, you are more than just a server or host; you are a brand ambassador and a curator of guest experiences. You will be instrumental in setting the tone for our establishment, managing the flow of the dining room, and ensuring every guest feels valued and cared for. This position requires a blend of grace, efficiency, and an unwavering commitment to excellence, directly impacting guest satisfaction, repeat business, and the overall reputation of our brand.

📈 Career Progression

Typical Career Path

Entry Point From:

Host / Hostess
Busser / Food Runner
Customer Service Representative (Retail, Hotel)

Advancement To:

Shift Supervisor / Team Lead
Assistant Restaurant Manager
Restaurant General Manager or Maître d’

Lateral Moves:

Bartender
Events Coordinator

Core Responsibilities

Primary Functions

Act as the first and last point of contact for guests, providing a warm, gracious welcome upon arrival and a fond farewell upon departure to ensure a lasting positive impression.
Masterfully guide guests through the menu, demonstrating a comprehensive knowledge of all food items, ingredients, preparation methods, and potential allergens.
Provide personalized recommendations for food and beverage pairings based on guest preferences, daily specials, and promotional items to enhance their dining journey.
Take food and beverage orders with precision and enter them accurately into the Point of Sale (POS) system, ensuring clear communication with the kitchen and bar.
Manage table assignments and seating logistics to optimize dining room flow, minimize wait times, and ensure equitable server rotation.
Proactively anticipate guest needs throughout their meal, ensuring timely refills, table maintenance, and overall satisfaction without being intrusive.
Serve food and drinks following established service standards, ensuring proper presentation, temperature, and placement.
Handle all payment transactions with accuracy and integrity, including processing cash, credit cards, gift cards, and managing split checks.
Manage the reservation system (e.g., OpenTable, Resy), handling bookings, confirmations, special requests, and communicating with guests about their upcoming visit.
Address any guest concerns or complaints with empathy and professionalism, seeking swift resolutions and escalating complex issues to management when necessary.
Build genuine rapport with new and returning guests, recognizing regulars and personalizing their experience to foster customer loyalty.
Maintain a polished and professional appearance and demeanor that reflects the high standards of the establishment.
Expertly handle high-volume periods with poise and efficiency, maintaining a calm and organized approach to service under pressure.
Uphold and champion all company policies, service procedures, and brand values in every guest interaction.
Manage the waitlist during peak hours, providing accurate wait time estimates and creating a comfortable and informed waiting experience for guests.

Secondary Functions

Collaborate seamlessly with the entire FOH and BOH teams to ensure a coordinated, harmonious, and efficient service environment.
Assist with opening and closing duties, including setting tables to standard, preparing service stations, and conducting final walkthroughs of the dining area.
Perform ongoing side work as assigned, such as polishing silverware and glassware, folding napkins, and restocking service essentials.
Maintain immaculate cleanliness and organization in all guest-facing areas, including the host stand, dining room, restrooms, and service stations.
Adhere strictly to all health, safety, and sanitation guidelines to ensure a safe environment for both guests and staff.
Assist in training and mentoring new team members on service protocols, menu specifics, and operational best practices.
Proactively identify and communicate opportunities for service improvements or operational efficiencies to the management team.
Handle takeout and delivery orders with care, ensuring accuracy, proper packaging, and timely handoff for pickup.
Contribute to the restaurant's positive team culture by providing support to colleagues and maintaining a constructive attitude.

Required Skills & Competencies

Hard Skills (Technical)

POS System Proficiency: Hands-on experience with modern POS systems such as Toast, Aloha, Square, or Lightspeed.
Reservation Software: Competency in using reservation management platforms like OpenTable, Resy, or Tock.
Cash Handling: Strong mathematical skills for accurately processing payments, making change, and reconciling end-of-shift reports.
Food & Beverage Knowledge: In-depth understanding of menu items, wine pairings, cocktail ingredients, and allergen awareness.
Food Safety Certification: Familiarity with health and safety standards; ServSafe or equivalent certification is a significant plus.

Soft Skills

Exceptional Communication: Articulate, clear, and engaging verbal communication skills to interact effectively with guests and team members.
Emotional Intelligence: The ability to read guest cues, demonstrate empathy, and create a welcoming, personalized atmosphere.
Problem-Solving & Composure: A knack for thinking on your feet to resolve guest issues calmly and effectively, especially under pressure.
Multitasking Mastery: The ability to juggle multiple tasks—such as greeting guests, taking orders, and managing tables—without compromising service quality.
Teamwork & Collaboration: A cooperative spirit and willingness to support colleagues to achieve shared service goals.
Attention to Detail: Meticulousness in all aspects of service, from table settings and order accuracy to cleanliness.
Positive & Energetic Attitude: A genuine passion for hospitality and an infectious enthusiasm that enhances the guest experience.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or GED equivalent.

Preferred Education:

Certificate or Associate's Degree in Hospitality Management or a related field.

Relevant Fields of Study:

Hospitality & Tourism Management
Culinary Arts
Business Administration

Experience Requirements

Typical Experience Range:

1-3 years of experience in a customer-facing role within a restaurant, hotel, or upscale retail environment.

Preferred:

2+ years of direct experience in a similar FOH role (Server, Host, Maître d') in a high-volume or fine-dining establishment is highly desirable. Proven ability to thrive in a fast-paced setting and a track record of providing exceptional guest service.