Job Memo | Restaurant Hostess

A restaurant hostess is the person who greets guests upon their arrival and keeps them updated with their order statuses or wait time. At most sit-down restaurants, a host or hostess will readily welcome the guests at the door, making sure that all their needs are met while they are waiting to be seated.

These are the descriptions that summarize the duties of a restaurant hostess:

• Representative
• Patrol
• Mediator

Representative

• Present a positive image of the restaurant
• Take phone calls for reservations, take-out orders, and other inquiries
• Ensure that all guests are having a good time

Similar to a hotel concierge, a hostess is the first employee that the guests will interact with. My exchange with the arrival guests conveys the overall hospitality of the restaurant. Being the first impression of a high-end Japanese restaurant, I am required to present an appealing and proper image as instructed by the manager. Although there is no uniform, it is important to dress in business casual attires and maintain a clean appearance. Upon guests’ arrival, I step out of my station, welcome them with an enthusiastic yet polite tone, and make a 45-degree bow. When tables are available, I escort guests to their seats and wish them a pleasurable meal. When there is a wait, I ask them to take a seat and offer refreshments. I will inform them on wait time or take-out order statuses. It is my duty to make sure that everything flows smoothly, that no guests are left unattended, and that the restaurant leaves a positive impression that attracts repeat customers.

Patrol

• Monitor the dining section for open and clean table
• Take note of the table rotation on dining occupancy chart and estimate wait time
• Check constantly on the number of menus in the front and in the dining section

The first thing I am required to do is to memorize the plan of the restaurant and the numbers representing each table, booth, and tatami/private room. A hostess’s job is not only greeting at the front, but also constantly patrolling in the dining sections and mentally taking notes of the tables’ statuses. After taking reservations, I inform the busboys with the numbers of guests and which tables to arrange for accommodating larger parties. I make sure that the servers are each assigned a fair amount of tables, not too few or too many at once. In addition, I keep track of the menus available for the guests at the front, fetching them from back of the dining section when needed.

Mediator

• Communicate with guests when problems occur
• Seek resolutions for unsatisfied guests

Occasionally, guests will be unsatisfied with the restaurant’s service, usually at instances when the restaurant’s packed and wait time is long. As the hostess I need to maintain the orderliness at the waiting area. Guests may complain about how slow it is or that they could not be seated at a table they prefer. It is important for me to be patient and try to communicate with the guests.