Key Responsibilities and Required Skills for Front of House Greeter

🎯 Role Definition

As the face of our establishment, the Front of House Greeter is a pivotal brand ambassador. This individual embodies our commitment to exceptional hospitality, managing the flow of guests, setting the stage for the service team, and ensuring every visitor feels valued and welcomed. Your role is not just about seating guests; it's about orchestrating the first and last impression, turning a simple meal into a memorable occasion and ensuring the smooth operational flow of the dining room.

📈 Career Progression

Typical Career Path

Entry Point From:

Customer Service Representative
Retail Sales Associate
Barista

Advancement To:

Lead Host / Maître d'
Floor Supervisor / Shift Leader
Assistant Restaurant Manager

Lateral Moves:

Server / Waitstaff
Guest Relations Coordinator

Core Responsibilities

Primary Functions

Provide a warm, enthusiastic, and genuine welcome to every guest upon their arrival, setting a positive and inviting tone for their entire dining experience.
Manage the digital reservation and waitlist system (e.g., OpenTable, Resy, SevenRooms) with precision, ensuring accurate quote times and guest notifications.
Strategically plan and execute seating arrangements to balance server workloads, accommodate guest preferences, and maximize dining room capacity.
Gracefully escort guests to their designated tables, presenting menus and briefly introducing their server to facilitate a smooth handoff.
Communicate effectively with management, servers, and kitchen staff regarding table statuses, large party arrivals, and any special guest accommodations or needs.
Act as a central information point, knowledgeably answering guest inquiries about menu items, restaurant hours, daily specials, and reservation policies.
Maintain a polished and professional demeanor, upholding the restaurant's aesthetic and service standards at all times, even during high-pressure situations.
Monitor the dining room floor and guest flow, proactively identifying and addressing potential bottlenecks or service delays before they impact the guest experience.
Handle incoming phone calls with professionalism, efficiently taking reservations, answering questions, and directing calls to the appropriate personnel.
Manage guest expectations regarding wait times, offering alternatives such as bar seating or providing regular updates to ensure they feel attended to.
Build a rapport with regular guests, acknowledging them by name and remembering their preferences to foster loyalty and a personalized service atmosphere.
Assist in maintaining the cleanliness and organization of the host stand, lobby area, and entrance, ensuring a pristine first impression.
Process guest payments for takeout orders and retail merchandise accurately using the Point of Sale (POS) system.
Thoughtfully engage with departing guests, inquiring about their experience, and offering a sincere farewell to ensure a lasting positive impression.
Collaborate with the service team to reset tables quickly and efficiently during peak hours to minimize guest wait times.
Address and resolve minor guest concerns or complaints with empathy and tact, escalating more complex issues to a manager when necessary.
Remain observant and aware of the overall restaurant environment, including ambiance, lighting, and music levels, making adjustments as needed.
Support private dining and event coordinators by greeting event guests and directing them to their designated areas.
Accurately record guest data and visit notes within the reservation system to enhance future service personalization.
Uphold all health and safety protocols, ensuring a secure and comfortable environment for both guests and fellow team members.
Participate in pre-shift meetings to stay informed about daily specials, service notes, and large party reservations.
Assist guests with accessibility needs, ensuring they are seated comfortably and have a clear path of travel.

Secondary Functions

Assist with light cleaning and organization of the host stand, lobby, and entrance areas to maintain a pristine appearance.
Support the service team by refilling water glasses or assisting in clearing tables during exceptionally busy periods.
Handle and organize takeout and delivery orders, ensuring accuracy and timely handoff to guests or delivery drivers.
Collaborate with the management team to provide feedback on guest flow, seating strategies, and customer feedback trends.

Required Skills & Competencies

Hard Skills (Technical)

POS System Proficiency: Experience with modern Point of Sale systems such as Toast, Aloha, or Square for order entry and payment processing.
Reservation Software Expertise: Skilled in using digital reservation platforms like OpenTable, Resy, or SevenRooms to manage bookings and floor plans.
Basic Cash Handling: Ability to accurately process cash, credit, and gift card transactions and balance a cash drawer.
Floor & Seating Management: Understanding of table rotation, section balancing, and strategic seating to optimize restaurant flow.

Soft Skills

Exceptional Interpersonal Skills: The ability to connect with a diverse range of guests and create a welcoming atmosphere.
Poise Under Pressure: Maintaining a calm, professional, and efficient demeanor during high-volume periods and stressful situations.
Active Listening: Paying close attention to guest requests and concerns to provide accurate and empathetic service.
Superior Organizational & Multitasking Abilities: Juggling reservations, a waitlist, seating, and guest inquiries simultaneously without sacrificing quality.
Proactive Problem-Solving: Identifying potential issues and finding swift, effective solutions to ensure a smooth guest experience.
Clear & Polished Communication: Articulating information clearly and professionally to both guests and team members.
Team-Oriented Mindset: A collaborative spirit and willingness to support all members of the front and back of house teams.
Adaptability & Flexibility: The capacity to adjust to changing priorities, guest needs, and operational demands on the fly.
Unwavering Professionalism & Positive Attitude: Consistently representing the brand with a positive outlook and polished presentation.
Meticulous Attention to Detail: Noticing the small details that elevate the guest experience, from a clean entrance to remembering a guest's name.
Punctuality & Reliability: A strong sense of responsibility and commitment to scheduled shifts.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or GED equivalent.

Preferred Education:

Associate's degree or certification in Hospitality Management or a related field.

Relevant Fields of Study:

Hospitality & Tourism Management
Communications
Business Administration

Experience Requirements

Typical Experience Range: 1-3 years in a direct customer-facing role.

Preferred: Previous experience as a host, greeter, or guest services agent in a high-volume, full-service restaurant, upscale hotel, or premium retail environment is highly desirable.