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.

Key ResponsibilitiesGuest 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.

Required Qualifications

• 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.

Mandatory Knowledge \& SkillsHospitality 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 customer needs.
• Positive and welcoming personality.
• Service-oriented mindset.

Systems Knowledge (Mandatory / Preferred)

Knowledge of:

• POS Systems
• Table Management Systems
• Reservation Systems
• Customer Feedback Platforms
• CRM / Loyalty Systems (preferred)

Ability to:

• Check table availability.
• Manage reservations.
• Support customer records and feedback.
• Coordinate guest information through digital systems.

Microsoft Office Skills (Preferred)

Basic knowledge of:

• Microsoft Excel – guest feedback tracking and reports.
• Microsoft Word – documentation.
• Microsoft Outlook – communication.

Additional Requirements

• Excellent personal grooming and professional appearance.
• Strong personality with a positive attitude.
• Passion for hospitality and customer service.
• Ability to work in a fast-paced environment.
• Flexible to work weekends, holidays, and rotating shifts.
• Ability to stand for extended periods.
• Additional languages are an advantage.

Core Competencies

• Guest Experience Excellence
• Hospitality Mindset
• Communication Skills
• Emotional Intelligence
• Professional Presentation
• Problem Solving
• Team Collaboration
• Customer Relationship Building
• Attention to Detail
• Positive Attitude
• Brand Representation

Key Performance Indicators (KPIs)

• Guest Satisfaction Score
• Customer Feedback Rating
• Welcome \& Greeting Standards Compliance
• Reservation Accuracy
• Waiting Time Management
• Complaint Resolution Effectiveness
• Guest Retention \& Repeat Visits
• Service Audit Scores
• Professional Appearance Compliance
• Team Communication Effectiveness

Role Importance

The Host is considered the Brand Ambassador and Guest Experience Leader at the entrance of the café. This position plays a critical role in shaping customer perception, creating memorable experiences, increasing customer loyalty, and ensuring the café delivers premium hospitality standards from the first interaction.

Pay: RO1.000 - RO2.000 per month

Work Location: In person