Job Role

Key Responsibilities

1. Guest Reception & Seating

• Warmly welcome and greet guests upon arrival.
• Escort guests to assigned tables, present menus, and introduce their server.
• Manage seating plans to optimize guest flow, table utilization, and turnover rates.

2. Reservations & Guest Flow Management

• Maintain accurate records in the reservation and waitlist system.
• Manage walk-ins efficiently, minimizing wait times.
• Proactively communicate seating/wait times to guests.

3. Guest Engagement & Service Recovery

• Anticipate guest needs and provide personalized recommendations.
• Promote restaurant specials, events, and signature offerings.
• Handle inquiries and resolve guest concerns with professionalism or escalate when needed.

4. Coordination with Service Teams

• Relay special requests (allergies, celebrations, VIP preferences) to waitstaff and kitchen.
• Support service teams during peak periods to maintain service standards.
• Ensure smooth guest handover between hostess and waitstaff.

5. Front of House Standards & Compliance

• Maintain cleanliness, order, and ambiance of the reception and dining area.
• Ensure compliance with grooming standards and brand presentation.
• Uphold service protocols, guest handling procedures, and food safety guidelines.

6. Reporting & Continuous Improvement

• Record guest feedback, preferences, and complaints for management review.
• Provide insights on guest traffic, reservations, and service flow trends.
• Suggest improvements to enhance guest experience and restaurant efficiency.

Qualification

• Diploma/Certificate in Hospitality, Front Office, or Customer Service (preferred).
• Previous experience in hostessing, reception, or front-of-house service.
• Knowledge of reservation systems and basic computer literacy.
• Fluency in English; knowledge of additional languages is an advantage.

Core Competencies

• Exceptional interpersonal and customer service skills.
• Strong communication and active listening abilities.
• Sales orientation and ability to upsell in a subtle, guest-friendly manner.
• Cultural awareness and emotional intelligence in guest interactions.
• Highly organized, detail-oriented, and calm under pressure.
• Professional appearance, grooming, and positive body language.
• Collaborative team player with a welcoming personality.

Physical & Other Requirements

• Ability to stand and move for extended periods.
• Flexibility to work in shifts, weekends, and public holidays.
• Energetic, approachable, and guest-focused demeanor.
• Excellent personal hygiene and grooming standards.