Position Summary
The Host/Hostess position is responsible for welcoming the guests upon arrival as well as greeting them when departing, always with a warm and attentive demeanor. A host/hostess is the first and last person a guest sees, so it’s always important to make them feel welcome!
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
- Interact with guests in a friendly and efficient manner as they come in and leave; ensure guests’ complete satisfaction by exceeding their expectations – this includes ensuring the table is clean and that utensils, napkins, and other needs have been provided.
- Manage the reservation software, seating guests promptly and efficiently, and maintaining an organized seating chart.
- Observe tables and keep track of clean, dirty, and occupied tables.
- Take guest information for the waiting list and quote wait time to guests accurately when tables are not immediately available.
- Greet and seat guests and present menus, or QR coasters.
- Clean, organize, and stock menus at the host/hostess stand.
- Answer phone calls, take reservations, and carry out orders, as well as provide information about the restaurant.
- Fill to-go orders, if applicable.
- Understand and follow the food allergy procedure and special orders/restrictions.
- Verifies that the food is correct based upon what the customer ordered and to customers’ satisfaction, if incorrect or unsatisfied notify the manager on duty.
- Maintain complete knowledge of the restaurant’s food and beverage preparation and menu, with the ability to answer customer questions.
- Work as a team with all personnel to maintain an effective atmosphere and an efficient food and beverage service.
- Other duties may be assigned as needed.
Minimum Qualifications (Knowledge, Skills, and Abilities)
- Report to work in a neat and clean uniform; maintain well-groomed hair and personal hygiene as established by company policy.
- Basic reading and writing skills.
- Must be able to determine wait time based on the company’s procedures.
- Excellent interpersonal and customer service skills.
- Excellent communication skills.
- Multi-task oriented.
- Strong organizational skills.
- Must visually scan the restaurant for clean, unoccupied tables.
- Comply and execute all safety and sanitation guidelines and procedures.
- Encourage customers to join the Shakou rewards program if they are not currently signed up or remind customers who have the rewards program what benefits are available.
- Ability to remain calm when dealing with unruly and argumentative patrons.
- Promote a positive and collaborative employee culture designed to support customer needs.
Education and Experience
- No previous host/hostess experience is necessary.
- Depending on experience, could be required to shadow another host/hostess as training.
- Must pass a written test regarding Shakou’s menu.