Role Purpose

The Hostess will be responsible for managing the complete customer journey, from the moment customers arrive until they leave. Unlike a traditional hostess role focused only on welcoming and seating guests, this is a hands-on, full-cycle customer service position. The Hostess will welcome customers, explain the menu, take and serve orders, follow up on their experience, prepare and present bills, process payments, and ensure that every customer leaves satisfied. She will act as the primary point of contact for customers and represent the warmth, quality, and hospitality of the brand.

Key Responsibilities

Welcoming and Seating Customers

• Greet every customer promptly, warmly, and professionally.
• Assist customers in finding suitable seating and ensure that tables are clean and ready.
• Manage customer flow and waiting times during busy periods.
• Answer initial questions about the bakery, its concept, products, and services.
• Create a welcoming atmosphere that reflects the identity and values of the business.

Menu Presentation and Order Taking

• Present and explain the menu, including sourdough products, ingredients, flavors, beverages, and available daily items.
• Provide informed recommendations based on customers preferences.
• Clearly communicate available products, special offers, and out-of-stock items.
• Ask customers about allergies or dietary preferences and communicate such information accurately to the kitchen.
• Take dine-in and takeaway orders accurately.
• Enter orders correctly into the POS system.
• Suggest complementary products and promote relevant menu items without applying unnecessary pressure.

Serving Customers

• Coordinate with the kitchen and bakery teams to ensure orders are prepared accurately and delivered on time.
• Serve food, bakery products, and beverages according to the company s service standards.
• Ensure that every order is complete, correctly presented, and served to the right customer.
• Check on customers during their visit and respond promptly to additional requests.
• Clear used plates, cups, and service items while maintaining a clean and comfortable table.

Customer Experience Management

• Take ownership of the customer s entire experience from arrival to departure.
• Build friendly and professional relationships with regular and first-time customers.
• Observe customer needs and offer assistance proactively.
• Handle questions, special requests, concerns, and minor complaints calmly and professionally.
• Escalate serious complaints or operational issues to the Store Manager when necessary.
• Gather customer feedback and share relevant observations with management.
• Help turn every visit into a positive and memorable customer experience.

Billing and Payment

• Prepare and verify customers bills accurately.
• Present the bill promptly and courteously when requested.
• Process cash, card, and other approved payment methods.
• Issue receipts and return the correct change when applicable.
• Follow established cash-handling and POS procedures.
• Report any billing errors, payment discrepancies, or system issues immediately.
• Thank customers sincerely and offer a warm farewell as they leave.

Front-of-House Readiness

• Maintain the cleanliness and appearance of the entrance, seating area, tables, menus, counters, and customer-facing spaces.
• Ensure menus, napkins, cutlery, packaging materials, and service supplies are available and properly arranged.
• Support opening and closing activities related to the customer area.
• Communicate product availability and customer feedback to the bakery, kitchen, and management teams.
• Assist colleagues during busy periods to maintain smooth and efficient service.
• Follow all food safety, hygiene, grooming, and workplace procedures.

Key Performance Indicators

Performance will be assessed based on:

• Customer satisfaction and feedback.
• Quality and consistency of the customer experience.
• Speed and accuracy of order taking and service.
• Billing and payment accuracy.
• Product knowledge and ability to make suitable recommendations.
• Effectiveness in handling customer requests and complaints.
• Cleanliness and readiness of the customer area.
• Attendance, punctuality, grooming, and professional conduct.
• Cooperation with the bakery, kitchen, and front-of-house teams.

Desired Candidate Profile

• High school diploma or equivalent; hospitality training is an advantage.
• Previous experience in a bakery, caf , restaurant, hotel, or customer-facing retail environment is preferred.
• Comfortable performing both hostess and table-service responsibilities.
• Experience using a POS system and handling payments is an advantage.
• Good spoken Arabic and English; French is an advantage.
• Good understanding of professional customer service standards.
• Interest in artisanal bakery products, food, and hospitality.
• Availability to work flexible shifts, including weekends and public holidays when required.

Required Competencies

• Warm, friendly, and naturally hospitable personality.
• Excellent communication and interpersonal skills.
• Professional appearance and strong personal hygiene.
• Attentive, observant, and customer-focused.
• Able to explain products confidently and accurately.
• Good memory and attention to detail.
• Comfortable handling multiple customers and tasks simultaneously.
• Ability to remain calm and courteous during busy periods.
• Honest and responsible when handling bills and payments.
• Proactive, reliable, punctual, and committed to teamwork.
• Physically able to stand and move throughout the shift.