Cafe Shop Host

Job Description:

Host (Specialty Coffee Shop & Café Concept) Position Summary

The Host is a key frontline position responsible for creating the first and lasting impression of the brand by delivering exceptional guest experiences from arrival until departure. The role acts as the face of the café, welcoming guests, managing seating flow, coordinating with service teams, handling guest inquiries, and ensuring every customer receives warm, professional, and personalized hospitality. The ideal candidate must have excellent communication skills, a strong hospitality mindset, professional appearance, and the ability to create a welcoming atmosphere aligned with premium café service standards.

• Guest Welcome & First Impression
  • Welcome every guest warmly and professionally upon arrival.
  • Provide a positive first impression that reflects the brand identity and hospitality standards.
  • Greet customers with confidence, friendliness, and genuine engagement.
  • Recognize returning guests and create personalized interactions.
  • Maintain a welcoming and comfortable environment at the entrance and waiting area.
• Guest Seating & Flow Management
  • Manage guest seating arrangements efficiently.
  • Coordinate table availability with service teams.
  • Maintain accurate awareness of:
    • Available tables
    • Waiting guests
    • Reservations
    • Special requests
  • Manage guest waiting lists during peak periods.
  • Ensure smooth customer flow from entrance to seating.
• Customer Service Excellence
  • Understand guest needs and provide appropriate assistance.
  • Explain café concepts, menu highlights, promotions, and special offerings.
  • Recommend products and experiences when appropriate.
  • Handle guest requests professionally and promptly.
  • Ensure guests feel valued throughout their visit.
• Reservation & Guest Communication
  • Manage reservations and special arrangements.
  • Confirm guest bookings when required.
  • Record guest preferences and special occasions.
  • Coordinate VIP visits, events, and group reservations.
  • Communicate guest requirements clearly with the operations team.
• Coordination with Operations Team
  • Work closely with:
    • Store Manager
    • Servers
    • Baristas
    • Kitchen Team
    • Cashiers
  • Communicate table status and guest requirements.
  • Support service teams during busy periods.
  • Ensure smooth handover of guest information.
• Complaint Handling & Guest Recovery
  • Listen to guest concerns professionally.
  • Resolve minor issues within authority.
  • Escalate complaints to the Store Manager when required.
  • Follow service recovery procedures.
  • Maintain a calm and positive attitude in challenging situations.
• Brand Presentation & Standards
  • Maintain professional grooming and appearance.
  • Ensure entrance, reception, and waiting areas are clean and organized.
  • Follow company service standards and SOPs.
  • Represent the brand values at all times.
  • Create a premium and memorable hospitality experience.
• Sales & Customer Engagement Support
  • Support sales growth through:
    • Menu recommendations
    • Product awareness
    • Promotion communication
    • Guest engagement
  • Encourage repeat visits by building customer relationships.
  • Collect guest feedback and share insights with management.
• Reporting & Guest Feedback
  • Record customer feedback and observations.
  • Report recurring guest concerns.
  • Support customer satisfaction monitoring.
  • Provide feedback regarding guest preferences and service improvements.

Diploma or Degree in Hospitality, Tourism, Business, or related field preferred. Minimum 2–3 years of experience in:
Specialty coffee shops Premium cafés Restaurants Hotels Luxury hospitality environments Experience in a guest-facing hospitality role is highly preferred.

• Hospitality Knowledge
  • Strong understanding of:
    Guest experience standards Café and restaurant operations Table management Service flow Customer engagement Hospitality etiquette
• Communication Skills
  • Excellent verbal communication skills. Professional and confident guest interaction.
  • Ability to communicate clearly with different departments.
  • Ability to handle difficult situations professionally.
  • Strong listening and problem-solving skills.
• Customer Experience Skills
  • Ability to create emotional connections with guests.
  • Strong attention to guest details.
  • Ability to recognize…