Who Your Most Valuable Team Member Is At Your Restaurant

(And How to Leverage and Maximize Their Impact)

As a former restaurant owner, I learned a crucial lesson that transformed my business: your host isn’t just a greeter – they’re the most valuable player on your restaurant team. (Other than you and your GM.)

Yet, I see countless restaurants treating this position as an entry-level job, often staffed by the least experienced employee with minimal training.

Let’s break down why this common approach is costing you money and what you can do about it.

The Hidden Power Your Host Has Over Your Sales

Your host is both the first and last person your guests interact with. They set the tone for the entire dining experience and have more control over your daily revenue than you might realize. They manage your dining room flow, handle wait times, and ultimately determine how efficiently your tables turn over.

The Costly Mistakes Most Restaurants Make

The biggest mistake I see restaurant owners make is treating the host position as a simple seat-and-greet role. They hire based on appearance rather than capability, provide minimal training, and pay entry-level wages.

This approach can lead to:

• Inaccurate wait time quotes (driving customers away)
• Poor table management (overwhelming servers and kitchen staff)
• Missed opportunities for pre-selling and post-selling
• Reduced customer satisfaction from the moment they walk in

When a host quotes a 45-minute wait for what’s actually a 10-minute wait, those customers walk out the door – taking their money with them. In busy areas or tourist districts, this mistake alone can cost you thousands in lost revenue every week.

Creating a Profit-Generating Host Position

1. Hire for Capability, Not Just Appearance – Your ideal host should possess a naturally outgoing personality with the ability to think quickly under pressure. They need to demonstrate efficiency in managing multiple tasks simultaneously while maintaining clear and professional communication. Most importantly, look for candidates who show natural leadership qualities, as they’ll be coordinating your entire front-of-house operation.

“Pay peanuts and get monkeys.”

2. Implement Proper Training – Your training program should focus on teaching hosts how to accurately estimate wait times and manage table rotations effectively. They need to understand each server’s capabilities and limitations, while also developing skills in reading customer dynamics. Additionally, train them in pre-selling and post-selling techniques that can boost your restaurant’s revenue.

3. Empower Your Hosts’ Success – Comes from giving your hosts the authority they need to properly manage the dining room flow. They should feel confident making real-time decisions about seating arrangements and handling basic customer service issues. Empower them to take initiative in contributing to the overall customer experience without having to constantly seek approval for routine decisions.

4. They Need A System! – Establish clear communication protocols between your hosts and servers that everyone understands and follows. Develop consistent table management procedures that optimize dining room flow. Implement methods for identifying first-time versus returning guests, and create specific greeting and farewell scripts that reflect your restaurant’s personality while ensuring consistent service.

The Real Impact of a Well-Trained Host

A properly trained host doesn’t just seat guests – they orchestrate your entire front-of-house operation. They prevent server overwhelm by managing table rotation, enhance customer experience through proper wait time management, and create opportunities for increased revenue through strategic seating and customer interaction.

Remember: your host knows what’s happening in your restaurant better than almost anyone else. They hear customer feedback, understand server capabilities, and see patterns in dining flow that even managers might miss.

Make the Investment- Do The Work

Yes, creating a professional host position requires more investment than the traditional approach. But consider this: would you put your least experienced employee in charge of your bank account? Of course not. Yet many restaurants put their least experienced staff member in charge of managing their dining room – which is essentially your money-making machine.

The Bottom Line

Your host isn’t just a greeter – they’re the conductor of your restaurant’s symphony. When properly hired, trained, and empowered, they can significantly impact your daily revenue, customer satisfaction, and overall operations.

Ready to transform your restaurant’s front-of-house operations? Start by downloading our comprehensive guide on how to attract, find, and hire superstar staff for your restaurant. It includes specific strategies for building a strong team that can drive your restaurant’s success.