Job Description
As a Hostess, you will be responsible for creating a welcoming and pleasant atmosphere for guests at various hospitality establishments. Your key responsibilities include greeting and seating guests, managing reservations, and ensuring a smooth dining experience.
Key Responsibility Areas (KRA) & Key Performance Indicators (KPI)
1. Guest Reception and Seating
KRA: Ensuring prompt and courteous reception of guests and efficient seating arrangements.
Short Description: Manage guest seating for optimal guest satisfaction.
- 1. Average wait time for guests
- 2. Table turnover rate
- 3. Guest feedback on seating experience
- 4. Accuracy of reservation management
2. Reservation Management
KRA: Handling reservation inquiries, ensuring accurate bookings, and managing table allocation.
Short Description: Efficiently manage reservations to maximize seating capacity.
- 1. Reservation accuracy rate
- 2. Reservation cancellation rate
- 3. Reservation no-show rate
- 4. Utilization of reservation system features
3. Customer Service Excellence
KRA: Providing exceptional customer service to enhance guest satisfaction and loyalty.
Short Description: Deliver high-quality service to exceed guest expectations.
- 1. Guest satisfaction scores
- 2. Repeat guest rate
- 3. Handling guest complaints effectively
- 4. Upselling additional services or promotions
4. Communication and Coordination
KRA: Ensuring seamless communication with the service and kitchen staff for efficient operations.
Short Description: Coordinate effectively with internal teams for smooth service flow.
- 1. Communication effectiveness with staff
- 2. Timeliness of order delivery
- 3. Collaboration with kitchen for order accuracy
- 4. Handling special requests efficiently
5. Hygiene and Presentation
KRA: Maintaining cleanliness and presentation standards in the hostess area and surrounding environment.
Short Description: Ensure a clean and welcoming environment for guests.
- 1. Hygiene inspection ratings
- 2. Presentation of hostess station and waiting area
- 3. Compliance with cleanliness protocols
- 4. Timeliness of cleaning duties
6. Problem Resolution
KRA: Addressing and resolving guest issues promptly and effectively to maintain a positive dining experience.
Short Description: Handle guest complaints with professionalism and efficiency.
- 1. Resolution time for guest complaints
- 2. Guest satisfaction after issue resolution
- 3. Number of escalated issues
- 4. Proactive problem-solving approaches
7. Sales Support
KRA: Providing support to the sales or marketing team through guest interactions and promotion of offerings.
Short Description: Assist in promoting sales and special offers to guests.
- 1. Sales conversion rate through guest interactions
- 2. Promotion awareness among guests
- 3. Guest feedback on promotional efforts
- 4. Contribution to increased revenue through upselling
8. Time Management
KRA: Efficiently managing wait times, reservations, and guest flow to optimize seating capacity.
Short Description: Optimize time management for improved guest experience.
- 1. Average wait time for guests
- 2. Reservation lead time accuracy
- 3. Table turnover time efficiency
- 4. Time management during peak hours
9. Team Collaboration
KRA: Collaborating effectively with team members to ensure seamless service delivery and guest satisfaction.
Short Description: Foster teamwork and cooperation for a harmonious work environment.
- 1. Team communication effectiveness
- 2. Support provided to other team members
- 3. Handling team conflicts proactively
- 4. Feedback on teamwork from colleagues
10. Training and Development
KRA: Engaging in continuous learning and development activities to enhance hostess skills and performance.
Short Description: Invest in personal growth to improve service quality.
- 1. Participation in training programs
- 2. Skill improvement based on feedback
- 3. Application of new skills in daily tasks
- 4. Contribution to team learning initiatives
Real-Time Example of KRA & KPI
Real-World Example: Hostess at a Fine Dining Restaurant
KRA: Ensuring prompt seating and exceptional service to guests to maintain a high level of customer satisfaction.
- KPI 1: Average wait time for guests reduced by 15% through efficient seating.
- KPI 2: Guest satisfaction scores increased by 20% due to improved customer service.
- KPI 3: Table turnover rate improved by 10%, leading to increased revenue.
- KPI 4: Hygiene inspection ratings consistently at 95% or above.
These KPIs contributed to enhanced guest experience, increased revenue, and positive feedback from customers.
Key Takeaways
- KRA defines what needs to be done, whereas KPI measures how well it is done.
- KPIs should always be SMART (Specific, Measurable, Achievable, Relevant, Time-bound).
- Regular tracking and adjustments ensure success in Hostess roles.
Generate content in this structured format with clear, concise, and measurable KPIs while maintaining professional readability.
