Torchora
Back to Home

Key Responsibilities and Required Skills for Host

💰 $ - $

HospitalityRestaurantFront of House

🎯 Role Definition

A Host (Hostess/Greeter) is the frontline ambassador for a food & beverage or hospitality venue who manages guest arrival, reservation flow, and seating to deliver a welcoming, efficient, and memorable guest experience. This role requires strong customer service skills, reservation and waitlist management, clear communication with back-of-house teams, and the ability to prioritize guest needs while optimizing table turnover and guest flow. Strong familiarity with reservation platforms (e.g., OpenTable, Resy, Tock), point-of-sale basics, and health & safety protocols is a plus.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Part-time customer service representative or retail cashier transitioning into hospitality.
  • Server assistant, busser, or food runner promoted to host to gain front-of-house experience.
  • Recent graduates or hospitality program interns starting in guest-facing roles.

Advancement To:

  • Senior Host / Lead Host (supervising host stand and scheduling)
  • Front of House Supervisor / Service Manager
  • Restaurant Manager or Guest Experience Manager

Lateral Moves:

  • Reservations Coordinator
  • Event Coordinator / Banquet Host

Core Responsibilities

Primary Functions

  • Greet guests promptly and warmly upon arrival, creating a positive first impression and setting the tone for the entire dining or event experience.
  • Manage incoming reservations and walk-ins using reservation software (OpenTable, Resy, Tock, or proprietary systems) to accurately log bookings, preferences, and contact information.
  • Maintain an organized waitlist during peak periods; estimate and communicate wait times honestly, using strategies to minimize perceived wait and maximize guest satisfaction.
  • Seat parties efficiently by coordinating with servers and bussers to balance server sections, optimize table turns, and maintain smooth guest flow across the dining room.
  • Coordinate with the kitchen and service staff to accommodate waitlist priorities, VIP guests, large parties, and guests with special dietary needs or accessibility requirements.
  • Answer multi-line phone system and online inquiries professionally; handle reservation requests, takeout pickups, cancellations, and routing messages to appropriate staff.
  • Use point-of-sale (POS) or host modules to manage table assignments, update table status (seated, awaiting, closed), and communicate changes in real time to service staff.
  • Maintain a polished host stand that includes up-to-date menus, reservation book/tablet, sanitation supplies, and hospitality materials to support a seamless guest experience.
  • Collect and manage guest data and preferences when appropriate (e.g., birthdays, anniversaries, seating preferences) and communicate them to the team to personalize service.
  • Monitor dining room capacity and pacing; implement seating adjustments to avoid bottlenecks while maintaining comfort and safety for guests and staff.
  • Greet and manage arrival of VIPs, large groups, and special events; coordinate with management and kitchen to ensure special requests are communicated and honored.
  • Enforce venue policies tactfully, including dress code, age restrictions, and health & safety requirements while keeping guest relationships positive.
  • Train and mentor new hosts on reservation platforms, seating protocols, phone etiquette, and guest-first communication standards to maintain consistent service levels.
  • Resolve guest concerns and complaints at the front line by listening actively, offering appropriate solutions, and escalating to management when needed to achieve quick, satisfactory outcomes.
  • Maintain real-time awareness of the dining room and front-of-house operations, proactively communicating needs (e.g., additional seating, coat check, high chairs) to team members.
  • Coordinate seating and room layout changes for private events, large parties, or special service flows to ensure operational readiness and a smooth guest experience.
  • Accurately handle and reconcile cash, vouchers, or cover charges when required, following venue cash handling and closing procedures.
  • Support pre-shift briefings by collecting reservation updates, VIP alerts, and special requirements, and by communicating these to service staff and managers.
  • Monitor accessibility and ADA seating requests, ensuring guests with mobility needs receive appropriate seating and assistance to comply with regulations and deliver inclusive hospitality.
  • Keep current on menu changes, daily specials, promotions, and beverage features to answer guest questions or route them to servers for in-depth details.
  • Act as an on-site brand ambassador, embodying the venue’s hospitality standards, tone, and appearance while contributing to a culture of teamwork and guest focus.
  • Assist with minor guest-facing administrative tasks such as printing menus, preparing welcome signage, and managing digital reservation confirmations and reminders.
  • Track and report flow metrics (wait times, no-show rates, seating efficiency) to shift leads or managers to inform staffing, reservation policies, and operational improvements.
  • Maintain cleanliness and organization of the host station and immediate front-of-house area in accordance with sanitation policies, health codes, and internal appearance standards.

Secondary Functions

  • Support pre-opening and closing duties including setting up host station, testing reservation systems, and logging shift notes for incoming shifts.
  • Participate in cross-training on service or bussing roles to provide coverage during unexpected staff shortages or high-volume events.
  • Assist with guest marketing touches such as distributing promotional materials, loyalty program enrollment, and collecting guest feedback for post-visit follow-up.
  • Help coordinate guest coat and personal item storage and retrieval, maintaining security and inventory logs when applicable.
  • Facilitate small package handling for deliveries to guests or event organizers, verifying identity and recording transactions as needed.
  • Monitor and report any maintenance, safety, or facility issues observed in the entryway or dining area to management for prompt resolution.
  • Maintain proficiency with reservation and waitlist best practices and contribute suggestions to refine booking policies, cancellation fees, and no-show strategies.
  • Aid event teams with check-in and guest flow during private parties, banquets, or off-site catering check-ins.
  • Serve as a point person for lost-and-found inquiries and coordinate storage and reporting in accordance with venue policy.
  • Uphold and support venue sustainability or health programs by enforcing recycling, reusable ware programs, or mask/health guidance during shifts.

Required Skills & Competencies

Hard Skills (Technical)

  • Proficient use of reservation platforms such as OpenTable, Resy, Tock or proprietary booking systems; ability to create, modify, and manage bookings and waitlists.
  • Familiarity with POS host modules and basic POS navigation to update table status, assign checks, and coordinate server sections.
  • Strong phone and email etiquette, including ability to process reservations, cancellations, and inquiries on multi-line phone systems.
  • Basic cash handling, point-of-sale cashout, and reconciliation procedures with attention to accuracy and venue compliance.
  • Knowledge of front-of-house seating strategies, server section balancing, and table-turn optimization techniques.
  • Competence with standard office tools (Google Workspace or Microsoft Office) for shift notes, schedules, and basic reporting.
  • Understanding of food safety basics, allergy awareness, and ADA seating requirements to assist with guest accommodations.
  • Ability to read and apply daily prep lists, reservation manifests, and event seating charts.
  • Experience with SMS/automated reservation confirmation platforms and online booking integrations.
  • Familiarity with sanitation and infection-control protocols for maintaining cleanliness at the host stand.

Soft Skills

  • Exceptional verbal communication skills with clear, warm, and professional guest interactions.
  • High emotional intelligence and empathy to manage guest expectations, complaints, and sensitive situations gracefully.
  • Strong multitasking and time-management abilities to balance phone lines, arrivals, and seating during peak periods.
  • Calmness under pressure and resilience during high-volume shifts or service disruptions.
  • Attention to detail in logging reservations, guest notes, and special requests to ensure consistent service delivery.
  • Team collaboration and cross-functional communication with servers, managers, and kitchen staff.
  • Problem-solving mindset, able to propose rapid, guest-centered solutions and escalate appropriately.
  • Sales aptitude including suggestive selling and promotion awareness to support revenue goals when appropriate.
  • Cultural sensitivity and inclusiveness to interact respectfully with diverse guests and colleagues.
  • Professional presentation and hospitality-first demeanor that aligns with brand standards.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent.

Preferred Education:

  • Associate degree or certificate in hospitality management, tourism, or related field (preferred but not required).

Relevant Fields of Study:

  • Hospitality Management
  • Customer Service / Business
  • Event Management
  • Tourism

Experience Requirements

Typical Experience Range:

  • Entry-level to 3 years of front-of-house or customer service experience; many employers hire hosts with 0–2 years and provide on-the-job training.

Preferred:

  • 1–2 years experience as a host, hostess, greeter, or in a similar customer-facing hospitality role, with demonstrated familiarity with reservation systems and busy service environments.
Explore More Careers