The front desk can be your best friend or your worst enemy whether you are a guest, a server, or a front of house manager. The amount of information that a host is privy to and the logistical finesse required to keep service running smoothly is enormous.
Nowadays, however, the host is becoming an endangered species. As minimum wages rise along with the cost of food, wine, and technology, many restaurants are absorbing the role of the host and re-assigning necessary tasks to managers and servers. So, while one should never be rude to a host, one should also never assume that the person behind the front desk is a low-status employee. Chances are in many cases that the manager or even the owner is the one greeting and seating the guests during service. Treating them shabbily when you have assumed they are underlings meant to bossed about is a surefire way to guarantee yourself the minimum level of service throughout your meal.
The person behind the front desk, first and foremost, answers the phone. The only way everyone else is able to focus on service is knowing that the phone, squealing like a hungry baby, is being tended to. The front desk makes reservations, cancellations, fields questions about the menu, directions, parking information, and screens calls for the managers/ owners. Simultaneously, this person greets guests as they arrive, seats them in a friendly and efficient manner, communicates any allergies or special requests to the chef/manager/server.. to the chef/manager/server about any food allergies or special requests from each table.
The host keeps the front doors sparkling, the entry way clear. She polishes the menus and replaces soiled pages. She sells retail merchandise if there is any. She checks bags and coats and receives any deliveries such as flowers or cakes for guests.
The Dining Room Diplomat
If you visit any establishment frequently, it is a great idea to make friends with the front desk. This can be as simple as being kind on the phone, and making your requests as politely as possible. Shouting, insulting, belittling or otherwise making a scene will get you the minimal amount of service from the front desk, and may even get you 86’d from the restaurant (especially if the owner happens to be the one behind the desk at the moment).
A good host is wrangling a ton of logistics simultaneously, and trying to make it look effortless. She knows a lot of things that you don’t, in fact. She knows that a certain table might look enticing, but there is a draft from the front door and she noted that you are wearing a strapless dress. She knows that a party of 20 is coming in half an hour from a college graduation and they will be right next to that awesome looking table. She could try to tell you this, but you probably wouldn’t listen.
A host must be pleasant all the time. She is trying to seat the dining room evenly, to accommodate everyone’s special requests, and ensure that tables clear in time for the next seating. She graciously fields calls for the managers and owners, she must assign stations in the dining room to the front of house staff, take to-go orders over the phone, sell retail merchandise, give directions from any part of town, know the history of the restaurant and the chef, check the ladies’ room every thirty minutes to keep it clean and stocked, all while ensuring that the phone never rings more than 3 rings and that no guest waits un-greeted at the front door for longer than a minute….. and receive birthday cakes, floral deliveries, check coats and luggage all while wearing a cocktail dress.
To Tip or not to Tip?
Hosts typically get paid a bit more than servers and other tipped staff because they are not in a direct sales position and they have larger administrative responsibilities. The servers ‘tip out’ the hosts, usually 1-4% of their tips from the dining room (about $1-10 per server, depending on the night). So if the host checks your coat, tucks away your two heavy suitcases, and arranges for the flowers you had delivered to be set on your table prior to your arrival, tip her. Usually a dollar or two per coat or bag checked, and $5-$20 for any additional service.
Attempting to jump in line on a busy night by offering a fifty dollar handshake….? In some places that can get a host fired, so it is generally best to avoid putting someone in this position. Also, offering a tip to a manager or owner is generally perceived as uncouth, and as mentioned before, managers and owners are becoming more regular attendants at the front desk.
Bottom line: It is not wrong to tip the host for checking bags/ coats, or to thank her for taking care of your special requests. But try not to grease her palm in order to jump to the top of the waitlist.