A door host (also known as a restaurant host or greeter) plays an essential role in the customer experience at a restaurant. Their primary responsibility is to create a welcoming atmosphere and ensure a smooth flow of guests in and out of the restaurant. Below is a detailed scope of their job:
Primary Responsibilities:
- Greeting and Welcoming Guests:The door host is the first point of contact for guests. Their job is to greet customers warmly as they enter the restaurant, making them feel welcome and comfortable.
- Managing Reservations and Waitlists:Hosts are responsible for managing the reservation system, keeping track of bookings, and ensuring that reserved tables are available on time. If the restaurant doesn't accept reservations, they maintain a waitlist and provide guests with accurate wait times.
- Seating Guests:Escort guests to their tables, present menus, and inform them about the next steps (such as when the waiter will approach). This process may also involve arranging tables for larger parties or special requests.
- Answering Phone Calls:In addition to welcoming guests, door hosts often handle phone inquiries about reservations, hours of operation, and the restaurant’s menu or other questions.
- Handling Guest Issues and Special Requests:Door hosts may need to manage special requests, such as seating preferences (e.g., window, outdoor, or quiet areas) and ensuring that guests are satisfied with their seating arrangements.
- Maintaining Cleanliness and Organization:Keep the front area clean, organized, and welcoming. This includes tidying up the reception area, managing coat check (if applicable), and sometimes handling the appearance of the dining room as guests come and go.
- Coordinating with Servers and Management:Communicate with the serving staff and management about table statuses, customer flow, and any special events or large parties. They help ensure that guests are seated according to server availability and table readiness.
- Guest Assistance:Assist guests with basic needs, such as providing information about nearby parking, restroom locations, or other local attractions.
- Farewelling Guests:Hosts often bid farewell to guests as they leave, thanking them for visiting and encouraging them to return.
- Maintaining a Professional Appearance and Demeanor:As they represent the restaurant, hosts are usually required to maintain a neat appearance and display excellent customer service skills at all times.
Skills and Qualities Needed:
- Excellent Communication: Both verbal and non-verbal communication skills are critical for interacting with guests in a friendly and professional manner.
- Organizational Skills: Keeping track of reservations, waitlists, and coordinating seating arrangements requires strong organizational abilities.
- Customer Service Orientation: A door host should be friendly, approachable, and focused on providing a positive customer experience.
- Multitasking: Ability to handle multiple tasks, such as greeting guests, managing reservations, and answering phones, all while staying composed.
- Attention to Detail: Ensure that guests' preferences or special requests are accommodated appropriately.
- Problem-Solving: Hosts should be able to quickly resolve seating issues, long wait times, or guest complaints in a calm and efficient manner.
