Server and Hostess | Hospitality & Guest Services Professional

🎯 Role Definition

As a Server and Hostess, you are a crucial ambassador for our brand and the architect of the guest experience. In this hybrid position, you will be the first and last person our guests interact with, setting the tone for their visit by managing the front door, reservations, and seating. You will then transition to a server role, guiding guests through their culinary journey with expert knowledge of our menu, attentive service, and a commitment to exceeding expectations. This role requires a unique blend of organizational prowess, charm, and a genuine passion for hospitality.

📈 Career Progression

Typical Career Path

Entry Point From:

Busser / Server Assistant
Food Runner
Barista or Cafe Attendant
Retail or Customer Service Associate

Advancement To:

Lead Server / Head Waiter
Shift Supervisor or Key Holder
Restaurant Captain or Maître d’
Assistant Restaurant Manager

Lateral Moves:

Bartender
Event Coordinator
Guest Relations Specialist

Core Responsibilities

Primary Functions

Act as the first point of contact, greeting all incoming guests with a warm, professional, and welcoming demeanor to set a positive tone for their dining experience.
Manage the digital reservation system (e.g., OpenTable, Resy) and walk-in waitlist with accuracy and efficiency to optimize table turnover and minimize guest wait times.
Escort guests to their assigned tables, present menus, and provide a brief, engaging overview of daily specials or featured items.
Provide detailed and enthusiastic descriptions of all menu items, including ingredients, preparation methods, and potential allergens, to assist guests in making their selections.
Accurately take food and beverage orders from guests and enter them into the point-of-sale (POS) system, ensuring all special requests and dietary restrictions are clearly noted for the kitchen.
Proactively anticipate guest needs throughout their meal, ensuring satisfaction with each course, refilling beverages, and providing attentive, non-intrusive service.
Deliver food and beverages to tables in a timely manner, confirming order accuracy and ensuring high-quality presentation before serving.
Master upselling and suggestive selling techniques by recommending appetizers, premium beverages, specialty cocktails, and desserts to enhance the guest experience and increase check averages.
Maintain a comprehensive knowledge of our wine list, cocktail program, and beer selection to provide thoughtful pairings and recommendations.
Address any guest concerns or complaints promptly and professionally, escalating issues to management when necessary to ensure a swift and satisfactory resolution.
Process guest payments accurately and efficiently using the POS system, including handling cash, credit cards, and gift cards, and ensuring proper till management.
Cultivate a positive and memorable experience for every guest, building rapport and encouraging repeat business through personalized and gracious service.
Monitor the dining room atmosphere and guest flow, communicating effectively with management and fellow staff about table status and availability.
Graciously thank guests upon their departure, inquire about their experience, and extend a sincere invitation for them to return.

Secondary Functions

Perform opening and closing side work, including polishing silverware and glassware, refilling condiments, stocking service stations, and preparing the dining room for service.
Maintain cleanliness and organization in all service areas, including the host stand, server stations, and dining floor, in accordance with health and safety standards.
Collaborate closely with the kitchen team to stay informed about menu changes, 86'd items, and timing for food preparation to ensure seamless service.
Assist fellow servers, hosts, and bussers during peak periods by running food, clearing tables, and resetting them for the next guests to promote a team-oriented environment.
Adhere to all food safety, responsible alcohol service, and sanitation guidelines and regulations to ensure a safe environment for both guests and staff.
Participate in pre-shift meetings to review specials, service notes, and restaurant goals for the day.

Required Skills & Competencies

Hard Skills (Technical)

POS System Proficiency: Experience operating point-of-sale systems like Toast, Aloha, or Square for order entry and payment processing.
Reservation Software Management: Competency with digital reservation platforms such as OpenTable, Resy, or Yelp Reservations.
Food & Beverage Knowledge: Deep understanding of menu items, ingredients, wine pairings, and cocktail composition.
Cash Handling & Transaction Accuracy: Skill in accurately processing various payment types and managing a cash drawer.
Food Safety Certification: Possession of a valid food handler's card or similar certification (or willingness to obtain one).
Tray Service & Carrying Technique: Ability to carry multiple plates and serve from trays safely and professionally.

Soft Skills

Exceptional Communication: The ability to articulate menu details clearly and listen actively to guest needs and requests.
Multitasking & Prioritization: Juggling multiple tables, guest requests, and host duties simultaneously in a fast-paced environment.
Problem-Solving & Composure: The capacity to think quickly and handle unexpected situations or guest complaints with grace and a calm demeanor.
Attention to Detail: Meticulously ensuring order accuracy, table cleanliness, and the overall quality of the guest experience.
Teamwork & Collaboration: Working effectively with kitchen staff, bartenders, and management to create a seamless service flow.
Upselling & Persuasion: Skillfully guiding guests toward choices that enhance their experience and contribute to sales goals.
Time Management: Pacing the dining experience appropriately for each table and managing section turnover efficiently.
Empathy & Guest Focus: A genuine desire to create a positive and memorable experience for every person who walks through the door.
Positive & Energetic Attitude: Maintaining a high level of energy and enthusiasm, even during long or challenging shifts.
Adaptability: The flexibility to switch between hosting and serving duties seamlessly as dictated by restaurant needs.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or GED equivalent.

Preferred Education:

Certificate or coursework in Hospitality, Culinary Arts, or a related field.
Responsible Beverage Service (RBS) certification.

Relevant Fields of Study:

Hospitality Management
Food and Beverage Service

Experience Requirements

Typical Experience Range:

1-3 years of experience in a full-service restaurant environment.

Preferred:

Previous experience in a high-volume or fine-dining establishment is highly desirable.
Demonstrated experience in a dual role or cross-training as both a server and host/hostess.