Torchora
Back to Home

Key Responsibilities and Required Skills for Hotel Host

💰 $ - $

HospitalityFront of HouseGuest ServicesCustomer Service

🎯 Role Definition

We are looking for a professional, personable Hotel Host to be the welcoming face of our property and deliver exceptional front-of-house guest experiences. The Hotel Host manages arrivals and departures in public areas, coordinates seating and reservations for on-site restaurants and lounges, handles guest inquiries and waitlists, and partners with concierge, front desk, food & beverage, and operations teams to ensure a seamless guest journey. This role emphasizes hospitality, organization, and proactive problem solving to enhance guest satisfaction and operational flow.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Restaurant Host / Hostess
  • Front Desk Receptionist / Guest Services Associate
  • Retail or Customer Service Representative

Advancement To:

  • Guest Services Supervisor / Lead Host
  • Front Desk Manager / Assistant Front Office Manager
  • Restaurant / Food & Beverage Supervisor or Manager
  • Concierge or Guest Experience Manager

Lateral Moves:

  • Concierge
  • Banquets / Events Coordinator
  • Bell/Valet Supervisor

Core Responsibilities

Primary Functions

  • Greet guests warmly and professionally upon arrival, creating an immediate positive impression and delivering a consistent brand-standard welcome experience.
  • Manage reservation systems (e.g., OpenTable, Resy, POS-linked bookings, in-house PMS) to accept, update, and confirm reservations accurately and in real time.
  • Maintain and optimize waitlist management and seating charts to minimize guest wait times while balancing server workloads and table turns.
  • Coordinate closely with front desk, concierge, food & beverage, and kitchen teams to communicate guest arrivals, special requests, VIP preferences, and timing for seating or service.
  • Monitor guest flow in lobbies, restaurants, lounges, and event spaces, proactively adjusting seating and reservations to maintain smooth operations during peak periods.
  • Escort and seat guests while offering quick menu highlights, special promotions, and information about on-property amenities and services.
  • Handle overbookings, double-booking situations, and walk-in guests diplomatically to preserve guest satisfaction and maximize revenue opportunities.
  • Receive and process group reservations and large party seating arrangements, including coordinating pre-set menus, timing, and room setup with events and F&B.
  • Identify and document special guest needs (dietary restrictions, accessibility requirements, celebrations) and ensure timely communication to relevant departments.
  • Upsell room packages, dining experiences, and ancillary services when appropriate, accurately recording preferences and sales in reservation systems.
  • Respond promptly to guest inquiries and complaints in person, via phone, or email, escalating issues as necessary and following up to ensure resolution.
  • Maintain and reconcile cash float, process payments and tips via POS systems, and follow cash handling and closing procedures per property policy.
  • Implement and enforce health, safety, and sanitation standards for public areas and dining entry points, ensuring compliance with local regulations.
  • Prepare accurate shift handovers and daily reports on occupancy, wait times, no-shows, and guest feedback for managers and cross-functional teams.
  • Track and manage lost & found items, documenting and coordinating retrieval or shipment while maintaining guest privacy and records.
  • Assist with VIP and special-event preparation, including pre-seating checks, coordination of welcome amenities, and liaison for private dining or meeting rooms.
  • Conduct routine maintenance checks in collaboration with housekeeping and maintenance teams — report any safety, cleanliness, or facility issues promptly.
  • Train and mentor new hosts and front-of-house staff on reservation software, hosting protocols, customer service standards, and emergency procedures.
  • Maintain an organized host station, inventory of menus and promotional materials, and ensure signage, waiting areas, and entry pathways are tidy and presentable.
  • Monitor and report guest satisfaction metrics and operational bottlenecks; recommend process improvements to reduce wait times and increase revenue per seating.
  • Support evening or weekend shifts, including opening and closing procedures, setting up/striking seating areas, and assisting with service recovery during high-volume events.
  • Communicate clearly with marketing and sales teams about inventory availability, special promotions, and peak times to align front-desk messaging and offers.

Secondary Functions

  • Manage ad-hoc reporting requests related to walk-ins, no-shows, cancellations, and average wait times for management review.
  • Participate in cross-functional meetings to inform staff scheduling, peak-hour planning, and promotional events that impact guest flow and reservations.
  • Contribute to guest feedback initiatives by collecting comments, summarizing trends, and proposing guest experience enhancements.
  • Assist with concierge duties as needed — arranging transportation, local recommendations, and reservations off-property.
  • Support training sessions and role-playing exercises to maintain consistent guest service levels across shifts.

Required Skills & Competencies

Hard Skills (Technical)

  • Proficiency with reservation and waitlist platforms (e.g., OpenTable, Resy, Yelp Reservations, SevenRooms) and point-of-sale systems.
  • Familiarity with property management systems (PMS) and ability to coordinate guest data across platforms (e.g., Opera, Cloudbeds, Mews).
  • Strong telephone etiquette and experience using multi-line phone systems; ability to manage call volume and prioritize messages.
  • Cash handling and basic POS transaction processing, including credit card authorizations and end-of-shift reconciliation.
  • Competence with Microsoft Office (Excel, Word) and Google Workspace for daily reporting, scheduling, and communication.
  • Experience reading and updating seating charts, shift manifests, and reservation logs accurately under pressure.
  • Knowledge of local health, safety, and accessibility regulations relevant to public-facing hospitality roles.
  • Basic sales and upselling techniques to increase ancillary revenue (dining upgrades, room packages, experiences).
  • Familiarity with CRM tools and guest preference logging to personalize guest service and recognition efforts.
  • Ability to prepare concise shift handover notes and operational summaries for management review.

Soft Skills

  • Exceptional verbal communication and active listening skills; professional phone and face-to-face demeanor.
  • Outstanding customer service orientation with a personable, empathetic, and calm approach to guest complaints and difficult situations.
  • Strong multitasking and time-management abilities to juggle reservations, walk-ins, phone inquiries, and coordination tasks during peak periods.
  • Problem-solving mindset with quick decision-making skills and appropriate judgment in escalation scenarios.
  • Team collaboration and cross-departmental coordination to support a cohesive guest experience.
  • Attention to detail and accuracy when entering reservation data, noting special requests, and balancing transactions.
  • High emotional intelligence and cultural sensitivity—able to serve diverse guest populations and VIP clientele.
  • Resilience and composure under pressure, particularly during large events, high occupancy, or unexpected operational disruptions.
  • Initiative and adaptability to changing workflows, promotions, or last-minute schedule adjustments.
  • Professional appearance and reliable punctuality; strong sense of ownership and accountability.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent.

Preferred Education:

  • Associate degree or coursework in Hospitality Management, Tourism, Business Administration, Communications, or a related field.

Relevant Fields of Study:

  • Hospitality Management
  • Tourism and Event Management
  • Business Administration
  • Communication or Public Relations
  • Culinary/Restaurant Management (for on-property food & beverage coordination)

Experience Requirements

Typical Experience Range:

  • 0–3 years in a front-of-house, guest services, or customer-facing hospitality role.

Preferred:

  • 1–3 years experience as a host/hostess, front desk agent, concierge, or similar hospitality position.
  • Prior experience with reservation systems and high-volume public dining or hotel lobbies, plus demonstrated problem-solving and upselling success.
Explore More Careers