Key Responsibilities and Required Skills for Front of House Staff

🎯 Role Definition

As a vital member of our team, the Front of House Staff is the first and last impression we make on every guest. You are the conductor of the dining room, a brand ambassador, and the key to a seamless and memorable guest experience. This role goes beyond simply greeting and seating; it involves strategically managing reservations, controlling the flow of service, and proactively solving problems to ensure every patron feels valued and cared for. We're looking for a charismatic and detail-oriented individual who thrives in a fast-paced environment and possesses a genuine passion for hospitality.

📈 Career Progression

Typical Career Path

Entry Point From:

Busser / Food Runner
Retail or Customer Service Associate
High School / College Student

Advancement To:

Lead Host / Maître d'
Shift Supervisor / Keyholder
Assistant Restaurant Manager

Lateral Moves:

Server / Waitstaff
Bartender / Barback
Events Coordinator

Core Responsibilities

Primary Functions

Act as the first point of contact, providing a warm, professional, and enthusiastic welcome to all guests upon their arrival.
Manage the digital reservation system (e.g., OpenTable, Resy) with precision, including confirming bookings, noting special requests, and planning seating arrangements.
Skillfully orchestrate the dining room floor by strategically assigning tables to maximize seating capacity and support an even workload for serving staff.
Communicate accurate wait times and manage the guest waiting list effectively, keeping patrons informed and comfortable during their wait.
Gracefully escort guests to their designated tables, present menus, and articulate any daily specials or promotions with confidence.
Operate a multi-line phone system, professionally answering a high volume of calls to handle inquiries, take reservations, and manage takeout orders.
Serve as the central communication hub between guests, servers, kitchen staff, and management to ensure a smooth and efficient service flow.
Proactively monitor the dining room for any guest needs, potential issues, or service gaps, and alert the appropriate staff members.
Process guest payments, handle cash and credit card transactions accurately, and manage the closing of checks through the POS system.
Maintain a deep and comprehensive knowledge of the menu, including ingredients, preparation methods, and allergy information, to answer guest questions confidently.
Address guest concerns and complaints with empathy and professionalism, seeking to resolve issues promptly or escalating to management when necessary.
Build rapport with regular patrons, acknowledging them by name and recalling their preferences to foster a sense of community and loyalty.
Maintain the cleanliness, organization, and ambiance of the host stand, lobby, and entrance area, ensuring it reflects the high standards of the establishment.
Assist with the planning and execution of seating for large parties, private events, and special holiday services.
Inspect menus for cleanliness and condition, ensuring they are presentable and up-to-date for every guest.
Coordinate with the bussing staff to monitor table status, ensuring tables are cleared, cleaned, and reset efficiently for the next guests.
Manage and fulfill takeout and delivery orders, ensuring accuracy, proper packaging, and timely hand-off to guests or delivery drivers.
Uphold all health, safety, and sanitation standards in the front-of-house areas, in compliance with company policies and local regulations.
Bid a sincere and warm farewell to departing guests, inquiring about their experience and inviting them to return.
Assist in training new front-of-house team members, sharing knowledge of procedures, standards, and systems.

Secondary Functions

Assist servers and bartenders with non-service tasks, such as refilling water glasses or clearing plates, during periods of high demand.
Perform daily opening and closing side work, including restocking host stand supplies, polishing silverware, and organizing menus.
Regularly check and maintain the cleanliness and stock levels of the guest restrooms throughout the shift.
Communicate valuable guest feedback, common questions, and observed service patterns to the management team to help improve operations.

Required Skills & Competencies

Hard Skills (Technical)

Reservation Software Proficiency: Experience with platforms like OpenTable, Resy, Tock, or similar guest management systems.
POS System Operation: Competency in using Point of Sale systems such as Toast, Square, Aloha, or Micros for order entry and payment processing.
Seating & Floor Management: Ability to strategically map and manage a dining room floor plan to optimize turns and server sections.
Cash Handling & Processing: Accuracy in managing cash, processing credit card transactions, and balancing a cash drawer.
Multi-Line Phone Etiquette: Skill in professionally managing multiple incoming calls simultaneously.
Menu Knowledge Retention: Ability to quickly learn and recall detailed information about food and beverage offerings, including allergens.
Typing and Data Entry: Efficient and accurate typing skills for taking notes on reservations and managing customer data.
Takeout & Delivery Platform Management: Familiarity with coordinating orders from platforms like Uber Eats, DoorDash, or Grubhub.
Basic IT Troubleshooting: Ability to handle minor issues with POS terminals, printers, or reservation tablets.
Knowledge of Service Styles: Understanding of different service protocols, from casual to fine dining.

Soft Skills

Exceptional Communication: Clear, articulate, and friendly verbal communication with both guests and team members.
Grace Under Pressure: The ability to remain calm, composed, and efficient in a high-stress, fast-paced environment.
Problem-Solving & Conflict Resolution: Proactively identifying and resolving guest issues with diplomacy and tact.
Unwavering Professionalism: Maintaining a polished appearance and a positive, professional demeanor at all times.
Teamwork & Collaboration: Working harmoniously with all restaurant staff to achieve a common goal of excellent service.
Empathy & Guest-First Mindset: A genuine desire to anticipate guest needs and create a welcoming experience.
Multitasking & Prioritization: Juggling numerous tasks—like greeting, seating, and answering phones—simultaneously and effectively.
Attention to Detail: Meticulousness in managing reservations, quoting wait times, and maintaining a clean work area.
Adaptability: Flexibility to handle unexpected situations, changes in service flow, or special guest requests.
Active Listening: Paying close attention to guest requests and feedback to ensure their needs are met accurately.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or GED equivalent.

Preferred Education:

Certificate or Associate's Degree in Hospitality, Tourism, or Business Management.

Relevant Fields of Study:

Hospitality Management
Communications
Business Administration

Experience Requirements

Typical Experience Range:

0-2 years in a customer-facing role (e.g., hospitality, retail, customer service).

Preferred:

1+ year of direct experience as a host, hostess, or restaurant receptionist in a comparable full-service or fine dining restaurant.