The host / hostess is a guest’s first impression of the restaurant and is often a precursor as to how they may expect to be treated while dining. The people answering the phones are not just reservationists, they are liaisons to the public. The host / hostess must have superior understanding of the restaurant’s style of cuisine, menu and pricing and be capable of communicating this information with potential guests. Every question must have an accurate answer.
The host/ hostess must have excellent phone skills. They must speak and act professionally, at times exude patience and always treat the guest with the utmost respect. Whether it is for directions, reservations or general information, it is of the utmost priority that you communicate clearly and professionally. Smile when you talk on the phone. Your voice should sound pleasant and helpful to the guest on the other end. Your voice must convey that you are professional, respectful, understanding and polite.