Front of House Assistant

🎯 Role Definition

As our Front of House Assistant, you are the director of first impressions and the central hub of communication for our entire operation. This role is far more than just greeting and seating; you are a master of logistics, a warm ambassador for our brand, and a key player in creating a memorable and positive atmosphere. You will manage the flow of service, anticipate guest needs, and solve challenges with grace and efficiency. Your poise, professionalism, and genuine warmth will define the guest experience and drive customer loyalty. We're looking for a proactive individual who thrives in a fast-paced setting and takes immense pride in delivering exceptional hospitality.

📈 Career Progression

Typical Career Path

Entry Point From:

Customer Service Representative
Retail Sales Associate
Barista or Café Staff
Hotel Receptionist

Advancement To:

Head Host / Maître d’
Front of House Supervisor or Team Lead
Assistant Restaurant Manager
Guest Relations Manager

Lateral Moves:

Event Coordinator
Private Dining Sales Assistant
Hospitality Trainer

Core Responsibilities

Primary Functions (Guest Experience & Operations)

Act as the first point of contact, providing a warm, professional, and welcoming greeting to all guests upon their arrival and departure.
Manage the reservations system (e.g., OpenTable, Resy, SevenRooms) with precision, including confirming bookings, managing special requests, and optimizing table allocation.
Skillfully manage the guest waitlist during peak hours, providing accurate wait time estimates and maintaining clear communication to ensure a positive waiting experience.
Escort guests to their assigned tables, present menus, and provide brief, engaging information about daily specials or unique features of the establishment.
Orchestrate the dining room flow by strategically seating guests, considering server sections, table turn times, and guest preferences to ensure balanced and efficient service.
Serve as the primary point of contact for guest inquiries, answering phone calls, responding to emails, and providing detailed information about hours, services, and policies.
Address and resolve guest concerns or complaints with empathy and professionalism, escalating to management only when absolutely necessary.
Build rapport with new and regular guests, recognizing repeat clientele and making them feel exceptionally valued to foster loyalty and repeat business.
Communicate effectively with servers, bartenders, and kitchen staff regarding table status, guest arrivals, special occasions, and any dietary restrictions or allergies.
Maintain an immaculate and inviting reception area, ensuring it is tidy, well-organized, and representative of the brand's high standards at all times.

Secondary Functions (Administrative & Team Support)

Process guest payments, including handling cash, credit card transactions, and gift cards accurately through the Point of Sale (POS) system.
Assist in the opening and closing procedures for the front of house, including preparing the reservation sheet, organizing menus, and securing the reception area.
Manage coat check services in an organized and secure manner, ensuring a smooth and efficient process for guests.
Provide support to the service team during exceptionally busy periods, which may include clearing and resetting tables, refilling water glasses, or delivering beverages.
Monitor and manage online ordering and third-party delivery platforms, ensuring timely preparation and accurate order fulfillment.
Uphold all health, safety, and sanitation standards within the front of house area, in compliance with local regulations and company policies.
Assist the management team with administrative tasks, such as generating daily service reports, tracking guest feedback, or updating contact lists.
Participate in pre-shift meetings to stay informed about menu changes, daily specials, and large party reservations.
Proactively anticipate operational needs by monitoring dining room activity and communicating potential issues or bottlenecks to the management team.
Support private dining and event coordination by fielding initial inquiries and directing them to the appropriate event manager.
Contribute to a positive and collaborative team environment by offering assistance to colleagues and maintaining a professional demeanor.

Required Skills & Competencies

Hard Skills (Technical)

Reservation Software Proficiency: Demonstrated experience with digital reservation platforms such as OpenTable, Resy, or SevenRooms.
POS System Operation: Competency in operating Point of Sale (POS) systems like Toast, Aloha, or Square for order entry and payment processing.
Cash Handling & Reconciliation: Strong numerical accuracy for handling cash transactions, processing credit cards, and reconciling end-of-day reports.
Multi-line Phone System Management: Ability to professionally manage a high volume of incoming calls on a multi-line phone system.
Basic Computer Literacy: Familiarity with standard office software (e.g., Microsoft Office, Google Workspace) for email communication and administrative tasks.

Soft Skills

Exceptional Interpersonal Communication: The ability to communicate with clarity, warmth, and professionalism to guests and team members alike.
Poise Under Pressure: A calm and composed demeanor, with the ability to multitask and make effective decisions in a fast-paced, high-stress environment.
Problem-Solving & Conflict Resolution: A proactive approach to identifying and resolving guest issues with diplomacy and a focus on satisfaction.
Superior Organizational Skills: Meticulous attention to detail and the ability to manage multiple priorities simultaneously, from seating charts to waitlists.
Guest-Centric Mindset: A genuine passion for hospitality and an unwavering commitment to creating an outstanding guest experience.
Adaptability & Flexibility: Willingness to take on varied tasks and adapt to changing service demands with a positive attitude.
Teamwork & Collaboration: A cooperative spirit and the ability to work seamlessly with all departments to achieve common goals.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or equivalent is required.

Preferred Education:

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

Relevant Fields of Study:

Hospitality and Restaurant Management
Communications
Business Administration

Experience Requirements

Typical Experience Range: 1-3 years of experience in a customer-facing role.

Preferred: Previous experience (2+ years) as a Host/Hostess, Guest Services Agent, or similar role within a high-volume, upscale restaurant, hotel, or hospitality setting is highly desirable.