MODULE 3: WELCOMING AND INTERACTING WITH GUESTS

Introduction to Luxury Hospitality
There are several types of hosts, each tailored to a specific setting and guest experience. A restaurant
hostess is responsible for managing seating arrangements, handling reservations, and welcoming both
walk-ins and reserved guests, ensuring a smooth flow and minimal wait times.
An event hostess plays a key role in receiving and guiding guests at private or corporate gatherings, often
serving as the first point of contact and ongoing reference throughout the event.

1. Offer a warm and personal welcome

Greeting guests
Your first words should make guests feel welcome and special. A kind and enthusiastic greeting can set
the tone for the entire experience. For example:
— “Welcome! I’m so glad you could join us tonight.”
— “Hello! So nice to see you. May I take your coat?”
Use their names: If you know the guests’ names, use them in your greeting. As a sign of respect and
professionalism, it is best to use the last name when welcoming (e.g., “Welcome Mr. Gonzales,”
“Welcome Mrs. Robles”). This adds a personal touch and makes guests feel recognized and valued.

2. Set the right atmosphere

Ambience and Lighting: Depending on the type of venue—restaurant, lounge, club, or event—lighting
and background music are key elements of the ambiance and energy.
In most cases, these are automated systems pre-programmed for different times of the day. Venues often
use ad-free streaming platforms with playlists scheduled by time. If the host has control over this, they
must know where the equipment is located and be familiar with its operation.

3. Pay attention to the details

Guest comfort: In some venues, hosts are encouraged to ensure guests have everything they need. Here
are common preferences where the hostess can interact with and assist guests:

• Guests requesting a more private area (couples, business meetings, solo diners)
• Guests with young children
• Families celebrating birthdays
• Guests who prefer to be seated outdoors
• Guests who prefer quieter areas or those with low-volume music (refer to the layout diagram) Being
  attentive to these types of preferences makes guests feel understood and appreciated.