Head Hostess | Torchora

🎯 Role Definition

The Head Hostess is the cornerstone of the guest's first impression and the command center for the dining room flow. This role transcends simple seating; it's about orchestrating the guest journey, leading the host team, and acting as a key liaison between guests, service staff, and management. As a leader and brand ambassador, the Head Hostess sets the tone for the entire service, ensuring every guest feels recognized, valued, and impeccably cared for from the moment they walk through the door.

📈 Career Progression

Typical Career Path

Entry Point From:

Senior Host/Hostess
Lead Host
Experienced Server with demonstrated leadership skills

Advancement To:

Maître d'
Guest Relations Manager
Assistant Restaurant Manager
Floor Manager

Lateral Moves:

Event Coordinator
VIP Services Liaison

Core Responsibilities

Primary Functions

Act as the primary point of contact for guests upon arrival, offering a warm, professional, and personalized welcome that sets the tone for their dining experience.
Master and manage the reservation system (e.g., OpenTable, Resy, SevenRooms) with complete accuracy, overseeing all bookings, confirmations, and special guest notes.
Strategically plan and execute the seating chart to optimize table turnover, maximize restaurant capacity, and ensure equitable distribution of tables among serving staff.
Lead, supervise, train, and mentor the host/hostess team, fostering a positive, efficient, and cohesive work environment.
Develop and manage the weekly schedule for the host team, ensuring adequate coverage for all shifts and special events.
Communicate wait times to guests with accuracy and empathy, expertly managing the waitlist and lobby flow during peak hours to prevent congestion.
Act as the first line of response for guest concerns or complaints, resolving issues with grace, professionalism, and empowerment to ensure guest satisfaction.
Serve as the central communication hub for the front-of-house, liaising constantly with managers, servers, and kitchen staff regarding table status, guest flow, and special requests.
Recognize and build rapport with regular and VIP guests, ensuring their preferences are noted and they receive a distinguished level of service.
Maintain an immaculate and welcoming entrance, lobby, and host stand area, ensuring it reflects the high standards of the establishment at all times.
Handle all incoming phone calls with polished etiquette, addressing inquiries, taking reservations, and providing information about the restaurant.
Manage and coordinate large party reservations and private event inquiries, working closely with management or the events team to ensure seamless execution.
Conduct daily pre-shift briefings with the host team to discuss reservations, VIPs, special occasions, and any operational updates.
Ensure all guest-facing materials at the host stand, such as menus and wine lists, are clean, current, and in pristine condition.
Oversee and manage the coat check system, ensuring a secure and efficient process for storing and retrieving guest belongings.
Proactively communicate guest information, such as allergies, dietary restrictions, or special celebrations, to the appropriate server and kitchen staff.
Make strategic decisions under pressure to accommodate walk-in guests, adjust for reservation changes, and solve seating puzzles in real-time.
Uphold and enforce all restaurant service standards, policies, and procedures, leading the host team by example in professionalism and conduct.
Assist management in tracking and analyzing guest data, such as walk-in patterns, wait times, and reservation trends, to improve operational efficiency.
Create a memorable final impression by graciously bidding farewell to guests, inquiring about their experience, and inviting them to return.

Secondary Functions

Provide constructive performance feedback and contribute to formal reviews for junior host staff.
Assist with the opening and closing duties for the front-of-house, ensuring the dining room is perfectly set for service.
Support management by compiling daily service reports detailing guest feedback, operational issues, and sales notes.
Manage the inventory of host stand supplies, including reservation books, pens, business cards, and other necessary materials.
Contribute to maintaining the restaurant's guest database with accurate contact information and visit notes.

Required Skills & Competencies

Hard Skills (Technical)

Advanced proficiency in digital reservation and table management systems (e.g., OpenTable, Resy, Tock, SevenRooms).
Strong familiarity with Point of Sale (POS) systems (e.g., Toast, Aloha, Micros) to assist with order entry or payment processing if needed.
Competency in staff scheduling software and basic office applications (e.g., Microsoft Office Suite, Google Workspace).
In-depth knowledge of floor and seating management strategies to maximize covers and optimize service flow.
Understanding of fine dining steps of service and etiquette.

Soft Skills

Exceptional Leadership & Mentorship: The ability to guide, train, and motivate a team to perform at their best.
Unflappable Grace Under Pressure: Maintaining composure, effectiveness, and a positive demeanor during high-volume, chaotic periods.
Superior Communication & Interpersonal Skills: Articulating information clearly and connecting genuinely with both guests and team members.
Strategic Problem-Solving: The capacity to think quickly and find elegant solutions to complex seating and guest-related challenges.
Masterful Organization & Multitasking: Juggling reservations, a waitlist, phone calls, and guest arrivals simultaneously without missing a beat.
Guest-Centric Mindset: A deep-seated passion for creating outstanding guest experiences and exceeding expectations.
Polished Professionalism & Poise: Consistently presenting a sophisticated and professional image that represents the brand.
Diplomacy & Conflict Resolution: The ability to tactfully navigate and de-escalate sensitive guest situations.
Keen Attention to Detail: Noticing and acting on the small details that elevate a standard experience to an exceptional one.
Inherent Empathy: The ability to understand guest needs and perspectives, fostering a truly welcoming environment.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or GED equivalent.

Preferred Education:

Associate's or Bachelor's Degree in a relevant field.

Relevant Fields of Study:

Hospitality Management
Business Administration
Communications

Experience Requirements

Typical Experience Range: 3-5 years of progressive experience in a high-volume, upscale or fine-dining restaurant environment.

Preferred: A minimum of 1-2 years in a leadership capacity, such as a Lead Host/Hostess or a supervisory role within the front-of-house.