Key Responsibilities and Required Skills for Front of House Team Member

🎯 Role Definition

As a Front of House Team Member, you are the first and last point of contact for our guests and a crucial ambassador for our brand. Your primary mission is to orchestrate a seamless and memorable dining experience by providing warm, attentive, and knowledgeable service. You are the heart of our guest relations, responsible for setting a positive tone, managing the flow of the dining room, and ensuring every guest leaves feeling valued and eager to return. This role requires a blend of exceptional people skills, efficiency, and a genuine passion for hospitality.

📈 Career Progression

Typical Career Path

Entry Point From:

Customer Service Representative
Retail Sales Associate
Barista
Entry-Level / No prior experience required

Advancement To:

Shift Supervisor / Team Lead
Lead Server / Head Host
Assistant Front of House Manager
Restaurant Manager

Lateral Moves:

Bartender
Events Coordinator
Back of House Team Member

Core Responsibilities

Primary Functions

Warmly and professionally greet every guest upon their arrival, creating a positive and welcoming first impression that sets the tone for their entire visit.
Accurately and efficiently take guest orders, demonstrating a deep knowledge of the menu to provide recommendations and answer questions about ingredients and preparation methods.
Expertly manage the seating chart and waitlist during peak hours, communicating wait times accurately and transparently to guests to manage expectations effectively.
Process guest payments accurately using the Point of Sale (POS) system, handling cash, credit cards, and gift cards with integrity and precision.
Proactively engage with guests to ensure their needs are met throughout their visit, from initial greeting to final departure, fostering a sense of personalized care and attention.
Maintain a comprehensive understanding of all menu items, including daily specials, wine pairings, and potential allergens, to confidently guide guests through their selections.
Manage the reservation system, including taking bookings over the phone and online, confirming reservations, and strategically planning seating arrangements to maximize dining room capacity.
Serve food and beverages to guests in a timely and professional manner, ensuring orders are correct and presented according to company standards.
Maintain the cleanliness and organization of the host stand, waiting area, and all guest-facing dining areas, ensuring a pristine and inviting environment.
Respond to guest inquiries and concerns promptly and professionally, escalating issues to management when necessary to ensure a swift and satisfactory resolution.
Answer incoming phone calls with a professional and friendly demeanor, providing information, taking reservations, and directing calls as needed.
Monitor the dining room atmosphere and guest satisfaction, anticipating needs before they arise and checking back with guests to ensure they are enjoying their experience.
Reset tables efficiently after guests depart, including clearing, cleaning, and setting them up for the next party in accordance with service standards.
Communicate effectively with the kitchen and bar staff regarding orders, modifications, and timing to ensure a coordinated and seamless service flow.
Adhere to all food safety, alcohol service, and sanitation guidelines to ensure a safe and healthy environment for both guests and fellow team members.

Secondary Functions

Assist with opening and closing duties, including restocking supplies, polishing silverware and glassware, and preparing the dining room for service.
Contribute to the team's sales goals by actively upselling and cross-selling menu items, daily specials, and promotional offers in a natural and helpful manner.
Collaborate closely with Back of House (BOH) team members to ensure a smooth flow of service, communicating guest orders and special requests clearly and efficiently.
Participate in pre-shift meetings and team briefings to stay informed about daily specials, menu changes, 86'd items, and service priorities.
Assist with special guest requests, such as birthday celebrations or dietary accommodations, coordinating with the kitchen and management to create memorable moments.
Support fellow team members by assisting with their duties during busy periods, fostering a collaborative and supportive team environment.
Provide constructive feedback to management on service procedures, guest comments, and operational challenges to contribute to continuous improvement.

Required Skills & Competencies

Hard Skills (Technical)

POS System Proficiency: Experience operating Point of Sale (POS) systems such as Toast, Square, Aloha, or similar platforms for order entry and payment processing.
Cash Handling: Accuracy and integrity in handling cash transactions, calculating change, and reconciling a cash drawer at the end of a shift.
Reservation Software Knowledge: Familiarity with digital reservation platforms like OpenTable, Resy, or SevenRooms is highly desirable.
Food & Beverage Knowledge: A strong base of knowledge regarding food, wine, and spirits, with a passion for learning more.
Food Safety Certification: A current Food Handler's card or ServSafe certification is a significant plus.

Soft Skills

Exceptional Communication: The ability to communicate clearly, warmly, and professionally with guests, team members, and management.
Customer Service Excellence: A genuine desire to create an outstanding guest experience and the ability to anticipate and respond to guest needs proactively.
Teamwork & Collaboration: A cooperative spirit and the ability to work effectively as part of a team, supporting colleagues and contributing to a positive work environment.
Grace Under Pressure: The ability to remain calm, composed, and efficient in a high-volume, fast-paced, and sometimes stressful environment.
Multitasking & Prioritization: Strong organizational skills to manage multiple tasks simultaneously, such as greeting guests, answering phones, and managing a waitlist.
Problem-Solving: The ability to think on your feet and find effective solutions to guest concerns or operational challenges.
Attention to Detail: Meticulousness in taking orders, handling payments, and maintaining the cleanliness and presentation of the dining area.
Positive & Energetic Attitude: An enthusiastic and approachable demeanor that contributes to a vibrant and welcoming atmosphere.
Adaptability: Flexibility to handle changing priorities, cover different front-of-house roles, and adapt to evolving service standards.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or equivalent.

Preferred Education:

Certificate or coursework in Hospitality Management or a related field.

Relevant Fields of Study:

Hospitality & Tourism
Communications
Business Administration

Experience Requirements

Typical Experience Range:

0 - 2 years in a customer-facing role (e.g., hospitality, retail, customer service).

Preferred:

1+ years of direct experience in a restaurant, hotel, or high-volume hospitality environment is strongly preferred.