Host / Hostess

JOB OVERVIEW:

As a Four Diamond property, The Westin Anaheim Resort is committed to delivering an exceptional, elevated, and highly personalized level of hospitality. The Host/Hostess serves as the first and last impression of the guest experience and is responsible for setting the tone for a refined and seamless dining journey. This role requires a polished, highly organized hospitality professional who demonstrates a strong sense of presence, urgency, and ownership. The Host/Hostess is responsible for maintaining a well-controlled and elevated environment, ensuring seamless guest flow, and delivering a level of service that always reflects Four Diamond standards.

WORK REQUIREMENTS:

Responsibilities & Service Expectations

• Greet all guests immediately with a warm, polished, and professional presence, creating a strong first impression
• Deliver a high level of hospitality and guest recognition, anticipating needs and personalizing the experience whenever possible
• Manage reservations and guest flow using OpenTable and established seating strategies
• Accurately quote wait times while maintaining composure and confidence during high-volume periods
• Escort guests to tables with professionalism, ensuring a seamless and elevated handoff to service staff
• Maintain strong awareness of dining room flow, pacing, and table readiness to support an optimal guest experience
• Coordinate closely with Managers and service staff to ensure balanced seating and consistent service standards
• Answer phones in a prompt, polished, and professional manner, managing all reservations and inquiries with accuracy
• Maintain the highest level of cleanliness, organization, and presentation of the host stand and entrance areas
• Monitor lobby and entry experience to ensure a refined, welcoming, and well-controlled environment always
• Communicate any guest concerns, delays, or service disruptions to the Manager on Duty immediately
• Acknowledge all departing guests with appreciation and invite them to return
• Support team members and assist with operational needs to ensure a seamless and elevated guest experience

Service Standards

• Immediate guest acknowledgement with confidence, warmth, and professionalism
• Elevated communication style—clear, composed, and guest-focused at all times
• Strong control of seating rotation, pacing, and dining room flow
• Accurate and confident wait time management
• Seamless guest transitions from arrival to seating to departure
• Consistent delivery of a refined, high-touch hospitality experience

Availability & Scheduling Expectations

• Full-time team members are required to maintain open and flexible availability. Schedules are based on operational needs, and the Company reserves the right to assign shifts, days, and hours accordingly. Specific shift or day preferences cannot be guaranteed
• Part-time team members must maintain availability for a minimum of three (3) shifts per week
  • (Example: one Tuesday AM shift equals one shift)
• Weekend availability is mandatory, including Friday, Saturday, and Sunday, as well as all holidays
• Availability must remain consistent for a minimum of six (6) months
• Exceptions for school-related changes require approval and a valid class schedule
• All availability changes are subject to Department Head approval only

Qualifications & Requirements

• Previous experience in a high-volume, upscale, or luxury guest service environment preferred
• Strong communication and interpersonal skills with a polished and professional demeanor
• Ability to multitask and maintain composure in a fast-paced, high-expectation environment
• Strong organizational skills and attention to detail
• Demonstrated ability to deliver exceptional hospitality and guest engagement
• Proficiency in reservation and POS systems, including OpenTable and Micros preferred
• Strong understanding of service standards, policies, and sanitation practices
• Must possess a valid driver’s license if required for role responsibilities
• Food Handler’s Certification required

Performance Expectations

• Consistently uphold Four Diamond service standards and a high level of hospitality execution
• Maintain reliability, punctuality, and preparedness for all scheduled shifts
• Demonstrate strong control of the dining environment and guest flow
• Exhibit professionalism, composure, and presence during all service periods
• Remain coachable and committed to continuous improvement
• Contribute to a positive, professional, and high-performing team environment
• Performance will be evaluated through ongoing feedback and formal annual reviews

PHYSICAL REQUIREMENTS:

• The physical demands described here are representative of those that must be met to successfully perform the essential functions of this role, with or without reasonable accommodation.
• Ability to stand and walk for extended periods throughout the shift while maintaining a professional appearance and service presence
• Ability to lift, carry, push, and pull items weighing up to 40 pounds regularly and up to 300 pounds with assistance or equipment
• Ability to bend, stoop, kneel, crouch, reach, and move continuously throughout all service areas
• Ability to perform repetitive motions, including frequent use of hands, arms, and upper body
• Ability to work in a fast-paced, high-volume environment with continuous movement
• Ability to tolerate environmental conditions including temperature fluctuations (hot and cold), noise, and high-traffic areas
• Ability to remain stationary for periods of time and move throughout the operation as needed
• Ability to effectively communicate with guests and team members in a dynamic environment

Additional Role Requirements

• Must be able to work a flexible schedule, including nights, weekends, and holidays
• Demonstrates a high level of organization, attention to detail, and commitment to quality standards
• Strong understanding of service industry practices, policies, and sanitation standards
• Proficiency in POS and computer systems, including Micros and Microsoft Office Suite
• Must possess a valid driver’s license if required for role responsibilities
• Food Handler’s Certification required