Hostess KRA/KPI

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.