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Key Responsibilities and Required Skills for Greeter

💰 $24,000 - $40,000

RetailHospitalityCustomer ServiceFront DeskVisitor Services

🎯 Role Definition

The Greeter is the first point of human contact for customers, visitors, or guests and is responsible for creating an immediate positive impression, managing guest flow, and providing clear directions and information. This role requires exceptional customer service, strong communication, basic operational skills (POS/check-in systems), and the ability to remain calm and solution-oriented during busy periods. Greeters support sales and safety goals by welcoming people, answering questions, handling light administrative tasks, and escalating issues to supervisors when needed.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Retail Sales Associate or Cashier transitioning to front-of-house duties
  • Host/Hostess in restaurants or hospitality venues
  • Front Desk Receptionist or Visitor Services Assistant

Advancement To:

  • Lead Greeter / Senior Guest Services Associate
  • Guest Services Supervisor or Front of House Supervisor
  • Store Manager, Assistant Manager, or Hospitality Shift Lead
  • Event Coordinator or Customer Experience Manager

Lateral Moves:

  • Concierge or Information Desk Attendant
  • Customer Experience Specialist or Client Relations Representative
  • Loss Prevention Associate (with additional training)
  • Reservation or Booking Coordinator

Core Responsibilities

Primary Functions

  • Warmly greet every customer, guest, or visitor as they enter the facility, making eye contact, smiling, and creating an immediate welcoming atmosphere that enhances the visitor experience and supports brand reputation.
  • Manage guest flow and queueing during peak periods by directing visitors to the correct departments, wait areas, or check-in kiosks, ensuring efficient movement and minimizing congestion.
  • Conduct friendly and efficient check-in and registration for appointments, reservations, or ticketed events using POS, reservation, or visitor-management systems while verifying identification and relevant documentation when required.
  • Provide clear, accurate information about store layout, hours of operation, services, scheduled events, promotions, and facility amenities; respond to questions in a patient and helpful manner.
  • Assist customers and guests with basic accessibility needs — including wheelchair access, directions to accessible restrooms, and assistance locating elevators or ramps — while maintaining dignity and discretion.
  • Monitor entry and lobby areas for safety and security concerns; report suspicious activity and escalate incidents to security or management immediately following company protocols.
  • Enforce facility policies politely and consistently, including age-restricted areas, mask or health directives, occupancy limits, and photography rules, balancing customer relations and policy compliance.
  • Maintain an up-to-date knowledge of current promotions, loyalty programs, membership benefits, and returns/exchange guidelines to support sales conversion and customer satisfaction.
  • Capture and record visitor information, feedback, and incident reports accurately in the CRM or visitor log; ensure data privacy and confidentiality in accordance with company policies.
  • Process simple transactions, redemptions, or pre-payments at the entry point using portable POS or register systems, handling cash, cards, and gift cards with accuracy and accountability.
  • Proactively identify opportunities to connect customers with additional services (e.g., guided tours, product specialists, loyalty sign-ups) and assist in soft upselling when appropriate and requested.
  • Coordinate with security, housekeeping, and operations teams to ensure entrances and welcome areas are clean, well-stocked with informational materials, and presentable at all times.
  • Support crowd-control measures during high-attendance events — including directing lines, distributing wristbands or badges, and communicating wait-times and entrance procedures to guests.
  • Deliver rapid, empathetic responses to dissatisfied or distressed guests; listen actively, propose immediate remedies when possible, and escalate unresolved issues to supervisors with detailed documentation.
  • Assist with lost-and-found procedures by logging items, attempting owner contact when appropriate, and handing items to designated security or property-control personnel following established protocols.
  • Conduct periodic audits of welcome materials — such as brochures, directional signage, and promotional flyers — reporting replenishment needs and suggesting improvements to signage or messaging.
  • Participate in opening and closing procedures for front-of-house areas, including turnstile checks, securing entry points, turning off displays, and generating end-of-shift reports for supervision.
  • Train and mentor new greeters and seasonal staff on welcoming protocols, customer service standards, system logins, safety procedures, and emergency response basics to maintain consistent guest experience.
  • Answer inbound calls routed to front-of-house or visitor services and triage inquiries to the appropriate team, scheduling callbacks or appointments when necessary and logging call outcomes.
  • Maintain professional appearance and posture while standing for extended periods, adhering to uniform and grooming standards that reflect the brand’s image and hospitality values.
  • Assist with light administrative tasks such as printing visitor badges, preparing name plates, assembling information packets, and updating notice boards or digital signage content as requested.
  • Conduct basic emergency response actions — including directing evacuations, guiding guests to safe zones, and reporting first-aid needs — in collaboration with trained safety staff and following established emergency plans.
  • Collect customer feedback through quick surveys or comment cards at the point of entry/exit and relay trends or recurring issues to the guest services manager to drive continuous improvement.

Secondary Functions

  • Support cross-functional teams by providing on-the-ground insights about visitor questions and pain points that inform merchandising, store layout, or event planning decisions.
  • Assist retail staff by returning misplaced items found in the entry area, helping to restock promotional displays, and alerting associates when high-demand items are requested at the door.
  • Participate in scheduled staff meetings and mandatory trainings, contributing frontline observations to improve procedures and customer experience.
  • Perform light cleaning and organization tasks in the lobby and entrance—such as straightening literature racks, wiping counters, and removing trash—to maintain a neat and welcoming environment.
  • Support marketing by distributing promotional materials, encouraging enrollment in loyalty programs, and highlighting current campaigns to incoming customers.
  • Help maintain accurate daily logs, shift notes, and handover documentation for the incoming shift to ensure continuity of service and security awareness.
  • Volunteer for assigned duties during special events or seasonal campaigns, including greeting VIPs, coordinating entry for vendors, and supporting check-in teams.
  • Provide basic administrative support to management, such as photocopying, scanning guest documents, or preparing simple name lists for events.
  • Assist with light inventory tasks for promotional materials and visitor supplies, flagging reorder needs to supervisors to prevent stockouts.
  • Facilitate internal communications between frontline staff and back-office teams to accelerate problem resolution and improve operational workflows.

Required Skills & Competencies

Hard Skills (Technical)

  • Proficiency with point-of-sale (POS) systems and basic transaction processing (cash, card, gift cards, refunds).
  • Experience using reservation and appointment systems (e.g., OpenTable, Resy, Mindbody) or visitor-management platforms.
  • Familiarity with CRM or ticketing tools (e.g., Zendesk, Salesforce Service Cloud) to log interactions and escalate issues.
  • Basic computer literacy: email, touchscreen kiosks, Microsoft Office (Word, Excel) or Google Workspace for simple reporting.
  • Competence with ID verification and basic age-check procedures for restricted sales or access control.
  • Fundamental cash-handling and balancing skills, including end-of-shift drawer reconciliation and simple cash reporting.
  • Working knowledge of accessibility assistance protocols (wheelchair access, ADA basics) and accommodation practices.
  • Basic first aid and emergency response awareness (CPR/AED training preferred or required by some employers).
  • Familiarity with retail or venue safety protocols, crowd flow management, and emergency evacuation procedures.
  • Bilingual communication skills (e.g., Spanish/English or Mandarin/English) — often requested in multicultural or high-traffic locations.

Soft Skills

  • Exceptional customer service orientation with a genuine desire to create positive first impressions.
  • Outstanding verbal communication and active listening to understand guest needs and convey clear directions.
  • Empathy and emotional intelligence to de-escalate upset customers and handle sensitive situations gracefully.
  • Strong conflict resolution and problem-solving skills with the ability to identify immediate solutions and determine when escalation is necessary.
  • High adaptability and calmness under pressure during peak hours or unexpected events.
  • Professional appearance, presence, and interpersonal skills aligned with brand standards.
  • Time management and organization to prioritize tasks during busy shifts and complete opening/closing duties accurately.
  • Teamwork and collaboration to coordinate with security, housekeeping, sales, and management for seamless operations.
  • Attention to detail for accurately logging visitor information, processing transactions, and following procedures.
  • Cultural sensitivity and inclusivity to welcome diverse populations and provide respectful service to all guests.
  • Positive attitude, reliability, and strong attendance record; often required to work flexible hours, weekends, and holidays.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or GED (or equivalent) is typically required.

Preferred Education:

  • Associate degree or coursework in Hospitality, Communications, Retail Management, or related fields is preferred but not required.
  • Certifications such as Customer Service, CPR/First Aid, or language proficiency certificates are a plus.

Relevant Fields of Study:

  • Hospitality Management
  • Communications or Public Relations
  • Retail or Business Management
  • Event Management
  • Tourism Management

Experience Requirements

Typical Experience Range:

  • 0 to 3 years of customer-facing experience; many employers hire entry-level candidates with strong service skills.

Preferred:

  • 1–3 years of experience in hospitality, retail, visitor services, front desk, or event check-in roles.
  • Demonstrated track record of reliable attendance, customer satisfaction, and ability to work in fast-paced environments.
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