All too often, the person that's at the podium is young and attractive, selected more on the basis of visual appeal than his or her ability to effectively manage guest relations.
While it might seem obvious that a good chef is critical to a restaurant's success, that's not exactly the case. While the people working the line in the kitchen (and their ability to consistently turn out great food) is a key element, other positions figure prominently into whether or not an eatery prospers or fails.
Least appreciated of these other roles, particularly in independently operated establishments, is the job of host.
All too often, the person that's at the podium is young and attractive, selected more on the basis of visual appeal than his or her ability to effectively manage guest relations.
In high-end luxury establishments the hosting job is performed by a maitre d', a position that's only reached after years of working one's way up through the dining room hierarchy.
Chain restaurants usually recognize the importance of the hosting function, making sure individuals assigned that role are extensively trained in all aspects of that brand's front-of-house operations.
Moreover, those chains support the hosting function by carefully schooling the wait staff in customer service techniques.
In order to successfully compete in today's marketplace, independent restaurateurs need to recognize that the host position has the potential to be make-or-break.
A host should not just be concerned with the who's-seated-where mechanics of dining room operations. From first greeting to final goodbye, the host must also be, in word and action, a living embodiment of a restaurant's commitment to hospitality.