Job Specification: Host Representative

🎯 Role Definition

The Host Representative is the cornerstone of the guest experience, serving as the first and last impression of the establishment. This role is far more than just a greeter; it is the director of the dining room's flow, a master of first impressions, and a crucial communication hub for the entire front-of-house team. A successful Host Representative combines grace, efficiency, and a genuinely welcoming spirit to ensure every guest feels valued and cared for from the moment they arrive until their departure. This position requires a keen sense of awareness, the ability to multitask in a fast-paced environment, and an unwavering commitment to upholding the highest standards of service and hospitality.

📈 Career Progression

Typical Career Path

Entry Point From:

Customer Service Associate
Retail Sales Professional
Barista
Entry-level (no prior experience)

Advancement To:

Lead Host / Head Host
Shift Supervisor or Key Holder
Assistant Restaurant Manager
Event Coordinator

Lateral Moves:

Server / Waitstaff
Bartender / Barback
Guest Relations Coordinator

Core Responsibilities

Primary Functions

Greet incoming and departing guests with a warm, genuine, and enthusiastic welcome, making them feel immediately comfortable and valued.
Manage the flow of guests by accurately quoting wait times and escorting them to their assigned tables, ensuring a balanced distribution across server sections.
Operate reservation management software (like OpenTable, Resy, or Tock) with precision to manage bookings, cancellations, and guest notes.
Answer incoming phone calls in a professional and courteous manner, addressing inquiries about reservations, hours, and specials, and directing calls as needed.
Gracefully escort guests to their dining tables, presenting menus and informing them of their server's name to ensure a seamless handover.
Maintain a clean, organized, and inviting lobby and host stand area, ensuring it reflects the establishment's standards at all times.
Communicate effectively with servers, bussers, and management about table status, guest arrivals, large parties, and any special guest requests or needs.
Address and resolve guest concerns and complaints with empathy and professionalism, escalating to management when necessary to ensure a positive resolution.
Proactively monitor the dining room floor to identify open tables, track service progress, and assist in turning tables efficiently during peak hours.
Manage the waitlist during busy periods, keeping guests informed of their status and providing a comfortable and pleasant waiting experience.
Handle to-go and delivery orders, from taking the order accurately over the phone or in person to ensuring it is packaged correctly and processed for payment.
Assist in maintaining the cleanliness and organization of menus, ensuring they are presentable, sanitized, and free of wear and tear.
Thoughtfully accommodate special requests, such as table preferences, accessibility needs, and celebrations, to create a personalized guest experience.
Develop a comprehensive knowledge of the menu, including daily specials and beverage offerings, to confidently answer guest questions.
Process guest payments for takeout orders or retail items, handling cash and credit card transactions accurately and securely.
Build and maintain a rapport with regular guests, acknowledging them by name and remembering their preferences to foster loyalty.
Observe the overall dining environment, including lighting, music volume, and temperature, and make adjustments or report issues to management.
Act as a central point of information for guests, providing directions and information about the establishment and local area.
Politely remind guests of dining time limits or other policies when necessary, handling the situation with tact and discretion.
Thank every guest for their patronage upon their departure, inviting them to return and ensuring their final impression is positive.

Secondary Functions

Support servers and bussers by refilling water glasses, clearing plates, and resetting tables during exceptionally busy periods.
Contribute to daily pre-shift meetings by sharing insights on reservation volume, special guest notes, and anticipated challenges.
Collaborate with the management team to refine front-of-house procedures, improve guest flow, and enhance the overall service experience.
Assist with light administrative tasks, such as organizing receipts, updating guest databases, or preparing reports on nightly covers and wait times.

Required Skills & Competencies

Hard Skills (Technical)

Reservation Software Proficiency: Experience with platforms like OpenTable, Resy, SevenRooms, or Tock.
POS System Operation: Familiarity with Point-of-Sale systems such as Toast, Aloha, or Square for order entry and payment processing.
Multi-Line Phone System: Skill in managing multiple incoming calls, placing callers on hold, and transferring calls efficiently.
Basic Math & Cash Handling: Accuracy in handling cash, making change, and processing credit card transactions.
Seating & Floor Management: Ability to strategically plan and manage dining room seating to optimize capacity and server workload.

Soft Skills

Exceptional Interpersonal Communication: The ability to communicate with warmth, clarity, and professionalism to both guests and team members.
Poise & Grace Under Pressure: Maintaining a calm and composed demeanor during high-volume, fast-paced service periods.
Active Listening: Genuinely hearing and understanding guest needs, requests, and feedback.
Problem-Solving & Conflict Resolution: The capacity to think on your feet to resolve guest issues quickly and effectively.
Spatial Awareness: A strong sense of the physical environment to navigate a busy floor and manage table arrangements.
Strong Organizational & Multitasking Abilities: Juggling reservations, a waitlist, phone calls, and in-person greetings simultaneously.
Unwavering Patience & Empathy: The ability to connect with guests, understand their perspective, and handle difficult situations with kindness.
Teamwork & Collaboration: Working seamlessly with the entire FOH and BOH team to create a cohesive service experience.

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

Experience Requirements

Typical Experience Range: 0-2 years in a role with direct customer interaction.

Preferred: 1+ year of prior experience as a host, maître d', or guest relations agent in a high-volume, full-service restaurant or upscale hotel environment.