Hostess

Job Description

Job Description

Description:

• Upon arrival, the Host checks to confirm that the on-hold music is playing, entrance is ready.
• The Host maintains a direct line of sight to the door and greets all incoming guests with a warm welcoming smile. Incoming guests are a priority, as the Host is their first direct impression upon arrival at the restaurant.
• A proper phone greeting is, “Thank you for calling [Restaurant name],, this is __________speaking, how may I help you?”
• The Host addresses the needs of all guests promptly and professionally.
• The Reservationist follows all steps of service according to FT phone etiquette standards, entering name and phone numbers into Tock, calling the guest by name, noting all special requests/occasions/dietary restrictions/food allergies/guest preferences/VIP status clearly in the memo field and thanking them for the call.
  Host and Reservationist Work Area

• The Host stand is free of unnecessary notes and debris and is clean and neat.
• All phones and cords are unwound, clean and neat.
• Side work is done in accordance with specific posted duty assignments.
• Side stations must always appear neat and well organized. Only items used for service should be stored in the side stations.
• All items for the day’s work must be pre-prepared. Pars will be set at 20% above expected usage, so no time is wasted polishing or collecting items which are needed for service.
• Deep cleaning host desk and closet every Sunday
  
• Hosts will look over every menu, making certain all pages are clean and menus are in good repair in addition to being current and correct.
• All damaged menus will be replaced with new.
  • Hosts will greet guests in a warm and engaging way, with a smile, making direct eye contact. Host will use the verbiage “Welcome to [Restaurant name], and Thank you for join us, how may I assist you?” or “Welcome to [Restaurant name],, are you join us for lunch/brunch/dinner?”
  • At the start of the shift, tables will be set correctly by reservation for the number of guests dining at the table according to the floor plan.
  • Hosts will confidently lead guests to the assigned table, assist in pulling out chairs - assisting female guests first - and wish them an excellent meal, marking any extra settings with the knife placed diagonally on the napkin. Verbiage should be “have a wonderful dining experience”. If available, Captains should assist Hosts in pulling out chairs and placing the menu in the guests’ hands so the Host can return quickly to the host stand.
  • The host must maintain eye contact and a smile throughout the seating process.
  • All the dining room staff should be aware of guests moving through the dining room, giving the right of way. While giving the right of way, staff must acknowledge the passing guest with a smile, eye contact and a simple greeting (ex. Buongiorno, Buonasera MR./Mrs....... using name if possible)
  • In the event the guests table is not ready, the host will show the guest into the bar area to have a cocktail while they wait briefly for their table. The host will escort the guest to the bar and inform the bartender that the guests are waiting for a table
  • Information on special requests/preferences or VIPs will be passed along to the captain, kitchen and manager via the chit promptly. Paying special attention to allergy reminders.
  • While returning to host stand, hosts should make a note of what table inventory is still available, performing a complete table check if necessary. They can even note at what stage/course tables are at in their dining experience.
  • The host should also note all guests' body language and inform the manager if anyone seems unhappy or impatient.