Position Overview
The Hostess / Door Lady is the face of the restaurant. She is the first person a guest sees upon arrival and the last person they encounter upon departure. This role is far more than greeting and seating — it is a critical front-of-house position that directly influences the guest experience, table management efficiency, and the overall atmosphere of the dining room.
This position requires a warm and professional personality, excellent communication skills, strong situational awareness, and the ability to remain composed and gracious under pressure. The ideal candidate understands that genuine hospitality is not a performance — it is a standard.
Job Title
Hostess / Door Lady — Front of House
Reports To
Restaurant Manager / Maître d' / Front-of-House Manager
Employment Type
Full-time / Part-time / Shift-based (select as applicable)
Key Responsibilities
Guest Arrival and Welcome
Greet every guest warmly and professionally within 30 seconds of their arrival at the entrance.
Open the door for arriving and departing guests, ensuring a smooth and welcoming entry and exit experience.
Maintain a constant, attentive presence at the front door during all service periods.
Offer coat check, umbrella storage, or assistance with belongings where applicable.e
Welcome guests by name where reservation details are available
Acknowledge and warmly greet returning and regular guests, making them feel remembered and valued
Attend to guests with accessibility needs, prams, or mobility aids with patience and care
Reservations and Table Management
Manage the reservation system accurately and efficiently, including same-day, advance, and walk-in bookings.
Maintain and update the floor plan in real time to reflect table status — occupied, available, being cleared, or reserved.
Communicate table wait times clearly and honestly to walk-in guests and offer suitable alternatives, such as bar seating.
Coordinate with the floor team and kitchen to ensure seating flow is smooth and does not overwhelm any section.
Manage waitlists during peak periods, taking guest names, contact numbers, and estimated wait times.
Seat guests according to section rotation to ensure equitable workload distribution among waitstaff
Accommodate special seating requests wherever possible, including birthdays, anniversaries, accessibility requirements, and dietary needs.
Communication and Team Co-ordination
Serve as the central communication point between arriving guests and the front-of-house and back-of-house teams.
Brief the floor team before service on expected guest numbers, VIPs, special occasions, large groups, and dietary requirements.
Communicate clearly and promptly with managers regarding full sections, long wait times, guest complaints, or unusual circumstances.
Hand guests over smoothly and personally to their section waiter upon seating — always with a name introduction.
Relay any guest preferences, special requests, or important information to the relevant server before they approach the table.
Guest Experience and Relationship Management
Maintain a positive, welcoming atmosphere at the entrance at all times, regardless of how busy or demanding the service period is
Handle guest complaints or concerns at the door with grace, empathy, and professionalism, escalating to management when necessary.
Check in with waiting guests regularly to ensure they feel acknowledged and informed.
Say farewell to every departing guest sincerely, inviting them to return
Proactively identify and resolve potential guest dissatisfaction before it escalates
Administrative and Operational Duties
Open and prepare the host stand before each service — ensuring menus are clean and complete, the reservation system is updated, and the entrance area is presentable.
Keep the entrance, foyer, and host stand area clean, organised, and visually appealing at all times.
Manage menus — checking for damage, cleanliness, and accuracy; reporting and reprinting needs to management.
Assist with answering the restaurant telephone professionally and taking reservations.
Record no-shows, late cancellations, and walk-in volumes for management reporting where required
Assist with the end-of-service closure of the host area.
Required Skills and Qualities
Personal Attributes
Warm, approachable, and genuinely people-oriented personality
Professional and well-groomed appearance at all times, in line with the restaurant's uniform and presentation standards
Naturally calm and composed under pressure — particularly during busy service periods
Emotionally intelligent — able to read guests' moods and adjust communication style accordingly
Honest, reliable, and punctual
A genuine passion for hospitality and creating memorable guest experiences
Communication Skills
Excellent verbal communication skills in English (additional languages are a significant advantage)
Clear, confident, and warm speaking voice
Active listening skills — able to understand and respond to guest needs quickly and accurately
Professional telephone manner for handling reservations and enquiries
Ability to communicate clearly and efficiently with the kitchen, floor, and management teams
Operational Skills
Ability to manage multiple tasks simultaneously without compromising guest experience
Strong organisational skills and attention to detail
Comfortable working with reservation management systems (e.g., OpenTable, ResDiary, Dineplan, SevenRooms)
Basic mathematical skills for managing table plans and wait time estimates
Ability to work efficiently in a fast-paced, high-pressure environment
Experience and Qualifications
Previous experience in a front-of-house hospitality role is preferred (hostess, receptionist, front desk, or similar customer-facing position)
Familiarity with reservation management software is an advantage
A formal hospitality qualification is beneficial but not essential — the right personality and attitude will always be prioritised
Experience working in an international or culturally diverse environment is advantageous
Physical Requirements
Ability to stand for extended periods throughout a full shift
Comfortable moving through the dining room and between stations throughout service
Able to carry menus and assist with light tasks such as setting up the host stand
Well-presented and groomed in accordance with the restaurant's uniform policy
Working Hours
Shift-based work, including evenings, weekends, and public holidays
Flexibility is essential — peak service times will always require full attendance and focus
Shift times and rosters will be communicated in advance by management
What We Offer
Competitive hourly rate/salary (insert applicable compensation)
Meals during shift
Uniform provided
Ongoing training and professional development in hospitality
A supportive, team-oriented work environment
Opportunity for growth into senior front-of-house and supervisory roles
(Add any additional benefits specific to your restaurant)
Performance Standards
The Hostess / Door Lady will be measured against the following standards:
Every guest is greeted within 30 seconds of arrival — without exception
The entrance area is always clean, staffed, and professionally presented during service hours
Wait times communicated to guests are accurate and consistently managed
Guest complaints at the door are handled with grace and escalated appropriately
Table management contributes to smooth, uninterrupted service flow
Verbal handovers to floor staff are completed for every seated guest
Every departing guest receives a sincere farewell
Behavioural Expectations
Treat every guest — regardless of appearance, background, nationality, or party size — with equal warmth, dignity, and respect.
Maintain confidentiality regarding guest information and restaurant operations.
Represent the restaurant's brand, values, and culture in every interaction
Support teammates proactively and communicate openly with the wider team
Accept feedback and coaching professionally and with a growth mindset
Never use a mobile phone at the host stand during service
Conduct yourself with professionalism and grace at all times while on duty
A Note on This Role
The Hostess / Door Lady position is not an entry-level role that simply requires someone to stand at a door. It is one of the most influential positions in the entire restaurant operation. A truly great Hostess shapes the energy of an entire service, ensures guests feel genuinely welcome before they have even been offered a menu, and is the last impression a guest carries with them when they leave.
We are looking for someone who understands that hospitality is not about performing warmth — it is about genuinely caring about the people who walk through our door.