A hostess is an essential part of the hospitality industry, responsible for greeting and seating guests in restaurants, hotels, and events. Unlike waiters or servers, who focus on taking orders and serving food, a hostess ensures smooth customer flow, manages reservation schedules, and enhances overall guest experience.

For a deeper understanding of F&B roles, check out this guide on the responsibilities of F&B staff.

What is a Host or Hostess in a Restaurant?

A host or hostess in a restaurant is the first point of contact for guests. They are responsible for making guests feel welcome, managing seating arrangements, and coordinating with the waitstaff to ensure efficient service. A good host or hostess sets the tone for the dining experience by providing a warm greeting and excellent customer service.

What Does a Hostess Do?

The role of a hostess varies depending on the establishment, but key responsibilities typically include:

1. Greeting Guests

• Welcoming customers warmly as they enter the venue.
• Ensuring guests feel valued and comfortable from the start.
• Providing information about wait times and availability.

2. Managing Reservations and Seating Arrangements

• Handling bookings and coordinating seating to optimize space.
• Ensuring a balanced distribution of tables to avoid overwhelming servers.
• Accommodating special requests, such as seating preferences or accessibility needs.

3. Assisting with Customer Inquiries

• Providing guests with menus and explaining any ongoing promotions.
• Answering questions about the restaurant’s offerings, including dietary options.
• Helping customers navigate large dining areas, especially in busy settings.

4. Coordinating with Waitstaff and Kitchen Staff

• Communicating table assignments to waiters and ensuring a smooth workflow.
• Monitoring table turnover to reduce wait times for new customers.
• Relaying special instructions to kitchen staff, such as birthday celebrations or VIP guests.

5. Maintaining a Clean and Organized Entrance Area

• Ensuring the reception and waiting areas remain tidy and welcoming.
• Managing guest flow efficiently to prevent overcrowding.
• Keeping an organized log of reservations and walk-in guests.

What to Say as a Hostess

A hostess should maintain a polite and professional tone when interacting with guests. Here are some common phrases a hostess can use:

Greeting Guests:

• "Good evening and welcome to [restaurant name]. Do you have a reservation?"
• "Welcome! How many people are in your party today?"
• "Thank you for joining us! Let me find the best available table for you."

Managing Reservations:

• "We have your table ready. Please follow me."
• "Your table will be ready shortly. Can I offer you a seat in our waiting area?"
• "Unfortunately, we are currently fully booked, but I can put you on our waitlist."

Answering Guest Inquiries:

• "Our specials today include [menu items]. Would you like me to recommend something?"
• "Yes, we do have vegetarian options. Let me point them out on the menu for you."
• "I’ll check with the kitchen and get back to you on that."

Is a Hostess a Waitress?

While both roles contribute to customer service, there are key differences:

• Hostess: Focuses on welcoming guests, managing seating, and ensuring smooth front-of-house operations. They do not take food or drink orders.
• Waitress: Takes orders, serves food and beverages, and directly interacts with customers throughout the meal.

In some smaller restaurants, a hostess may also assist with serving tasks, but in larger establishments, the roles are distinct. Learn more about how to hire and train skilled waiters and waitresses in Malaysia.

Skills Required to Be a Good Hostess

A successful hostess requires a combination of soft skills and organizational abilities to create a positive guest experience. Key skills include:

1. Strong Communication Skills

• Ability to interact professionally and warmly with guests.
• Clearly conveying information about wait times and seating availability.
• Coordinating efficiently with kitchen and serving staff.

2. Organization and Multitasking

• Managing reservations and handling last-minute seating adjustments.
• Keeping track of multiple guest arrivals and departures.
• Prioritizing tasks to keep the dining area running smoothly.

3. Customer Service Excellence

• Providing a friendly and helpful first impression.
• Resolving guest concerns quickly and professionally.
• Anticipating customer needs and offering proactive solutions.

4. Problem-Solving Skills

• Managing unexpected situations, such as handling overbookings.
• Addressing guest complaints with diplomacy.
• Assisting with special requests, like arranging tables for large groups.

How Much Does a Hostess Earn?

Hostess salaries vary based on location, experience, and the type of establishment. In Malaysia:

• Hourly pay for a part-time hostess typically ranges between RM 10–14.
• Full-time hostesses earn around RM 1,800– 2,500 per month.
• High-end restaurants or luxury hotels may offer higher salaries and service incentives.

How to Become a Hostess (Even Without Experience)

If you’re interested in becoming a hostess but have no prior experience, follow these steps:

1. Develop Basic Customer Service Skills

• Practice professional greetings and communication.
• Learn how to handle guest inquiries and complaints politely.

2. Gain Experience in Hospitality

• Apply for entry-level positions at casual dining restaurants, hotels, or cafes.
• Volunteer at events or front-desk roles to build confidence.

3. Learn Reservation and Seating Management

• Familiarize yourself with reservation software like OpenTable or ResDiary.
• Understand how to arrange tables for different guest requirements.

4. Maintain a Professional Appearance

• A well-groomed, friendly demeanor is essential for making positive first impressions.
• Dress according to the establishment’s dress code and maintain good posture.

Conclusion

A hostess plays a crucial role in ensuring guests have a pleasant dining or event experience. With the right communication skills, organizational abilities, and a welcoming attitude, this role provides a strong foundation for a career in the hospitality industry. Whether you're looking for a part-time job or a stepping stone into hospitality management, becoming a hostess is a great opportunity to develop customer service expertise.