Position Summary 

The Host/Hostess serves as the first and last point of contact for guests dining at Palm House and plays a vital role in creating a warm, welcoming, and memorable dining experience. This position is responsible for greeting guests, managing reservations and seating arrangements, coordinating table flow, and ensuring exceptional service from arrival through departure. 

The ideal candidate is polished, personable, and highly organized, with a passion for hospitality and guest engagement. The Host/Hostess is expected to uphold Palm House luxury service standards and create positive first impressions that reflect the hotel's commitment to excellence. 

Essential Duties and Responsibilities 

Guest Experience & Service Excellence 

• Welcome guests with warmth, professionalism, and genuine hospitality. 
• Create a positive first impression by engaging guests in a friendly and courteous manner. 
• Escort guests to their tables and provide menus while introducing their server when appropriate. 
• Recognize returning guests and VIPs whenever possible and communicate guest preferences to the service team. 
• Anticipate guest needs and ensure a seamless dining experience. 
• Handle guest inquiries, concerns, and special requests with professionalism and urgency. 

Reservations & Seating Management 

• Manage reservations using the restaurant reservation system. 
• Maintain an organized waitlist and provide accurate wait-time estimates. 
• Coordinate seating assignments to maximize efficiency while ensuring balanced service among team members. 
• Monitor table availability and dining room flow throughout service. 
• Accommodate special requests whenever possible, including celebrations, accessibility needs, and seating preferences. 
• Communicate reservation changes and guest requests to management and service staff. 

Dining Room Operations 

• Maintain a clean, organized, and welcoming host stand and entrance area. 
• Ensure menus are clean, presentable, and readily available. 
• Assist with maintaining the overall appearance of the dining room and public areas. 
• Monitor guest satisfaction and notify management of any concerns requiring attention. 
• Support restaurant operations during busy periods as needed. 

Communication & Team Collaboration 

• Work closely with servers, bartenders, food runners, kitchen staff, and management to ensure a seamless guest experience. 
• Communicate guest preferences, VIP arrivals, special occasions, and operational updates effectively. 
• Assist team members as needed to support service excellence and operational efficiency. 
• Participate in departmental meetings, training sessions, and ongoing development opportunities. 

Forbes & Luxury Service Standards 

• Consistently uphold Forbes Travel Guide standards and Palm House luxury service expectations. 
• Demonstrate professionalism, poise, and attention to detail in every guest interaction. 
• Maintain a sense of urgency while delivering personalized and thoughtful service. 
• Ensure every guest feels welcomed, valued, and appreciated. 

Qualifications 

Education 

• High School Diploma or GED required. 
• Hospitality-related education or training preferred. 

Experience 

• Minimum of one (1) year of experience in a guest-facing hospitality, restaurant, or customer service role preferred. 
• Luxury hotel, fine dining, or upscale restaurant experience preferred. 

Knowledge, Skills, and Abilities 

• Outstanding customer service and interpersonal skills. 
• Excellent verbal communication and telephone etiquette. 
• Strong organizational and multitasking abilities. 
• Ability to remain calm and professional in a fast-paced environment. 
• Strong attention to detail and problem-solving skills. 
• Proficiency with reservation systems and basic computer applications preferred. 
• Ability to work flexible schedules, including evenings, weekends, holidays, and special events. 

Working Conditions 

• Fast-paced restaurant environment with continuous guest interaction. 
• Requires standing and walking for extended periods. 
• Exposure to varying noise levels and busy dining service periods. 

Physical Requirements 

• Ability to stand and walk for up to eight (8) hours per shift. 
• Ability to move throughout the restaurant frequently during service. 
• Ability to lift and carry up to 20 pounds when handling menus, supplies, or operational materials. 
• Ability to bend, reach, stoop, and perform repetitive movements as needed. 
• Ability to maintain focus and professionalism while managing multiple tasks simultaneously.