MODULE 6: KEY RESPONSIBILITIES OF A HOSTESS

Problem Solving as a Team

• Address issues together: It’s normal for unexpected situations to arise—seating mix-ups, service delays, or special requests. Teamwork is essential in resolving them quickly and professionally.
  Example: If there’s confusion with table assignments, coordinate with fellow hostesses or the manager to reorganize smoothly without disturbing the guest.
• Mutual support: You may need to handle several tasks at once. Help your teammates when needed—assisting a server, guiding guests, or temporarily covering another hostess’s station.

Creating a Unified Guest Experience

• Consistency in service: The entire team should deliver the same level of care and hospitality. If you offer a warm welcome, your colleagues should reflect that same standard.
• Professionalism: Teamwork requires everyone to stay composed and professional, especially during high-pressure moments. As a hostess, your attitude sets the tone for the rest of the team.

Handling Special Guest Requests

• Share guest requests: If a guest has a specific need (e.g., dietary preferences or seating requests), inform the appropriate staff to ensure a smooth experience.
• Collaborate on solutions: If a request requires logistical or scheduling adjustments (e.g., accessibility needs or table reassignments), work with the team to find the best solution.

Adapting to the Flow of the Shift

• Stay informed: Maintain open communication with your team throughout your shift to stay aware of changes. If reservation schedules shift or an area needs more attention, act quickly and maintain control.
• Be flexible: The pace of service can change unexpectedly. If guests stay longer than expected, you may need to rearrange reservations or table plans. Coordinate with servers and managers to adjust the space accordingly.

Options when a reservation is taking longer than expected:

1. Invite guests to wait at the bar and, if possible, offer a complimentary first round (inform the manager).
2. Offer menus in advance so guests can place their order early and reduce wait time once seated.
3. Offer alternative tables and coordinate a move, though this may interrupt the guest experience.
4. If guests are a family with children and the restaurant has kids’ books, offer these to help keep them entertained.

Remember: the hostess is the guest’s first interaction. The empathy and professionalism shown in this moment will shape the rest of their experience.

Support with Cleanup and Event Closing Duties

• Event closing duties: At the end of service, help with cleanup, ensure guests collect their belongings, and assist with any last-minute needs.
• Guest satisfaction: Before finishing your shift, check with your team to confirm guests are satisfied and all needs have been addressed. Share feedback to improve future experiences.

It’s customary to thank and say goodbye to guests. Phrases like:
“Thank you for coming,” “Drive safely,” “I hope you had a great time—was everything to your satisfaction?”
These show appreciation and make guests feel valued for spending their time and money at your venue. This can lead to higher tips or even praise for your service.

Maintaining Team Morale

• Support and positive attitude: Event work can be stressful. Encourage a supportive environment by helping others when possible and lifting spirits with positive words during the busiest times.