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RetailISCO 4221

Host/hostess

A host or hostess is a person who greets guests and gives them information at airports, railway stations, hotels, trade fairs and events, or who looks after passengers in transport.

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Rate 5 of the 17 essential skills of this occupation (European ESCO data). No account needed.

distribute local information materials

provide visitor information

maintain relationship with customers

greet guests

provide tourism related information

About host/hostess

The host greets tourist groups, gives verbal directions, guides guests to attractions and informs groups of arrival and departure times. The host looks after tourist groups throughout a visit, keeping each group together and informed about where it is going next.

The host maintains customer relations and is the person guests turn to with their questions and requests for help, whether in a hotel, at a trade fair or at an airport.

The host assists clients with special needs, taking into account access, pace, seating, hearing and sight, and which parts of a venue are accessible. Intercultural competence in hospitality is also needed, meaning the ability to serve guests who come from different countries and cultures and speak different languages. The job calls for knowledge of foreign languages, and requirements for the post are set by the employer.

European Skills Framework

Skills and knowledge areas required for this occupation based on European classification.

Essential (17)

distribute local information materialsdistribute local information materialsHand out leaflets, maps and tour brochures to visitors with information and tips about local sites, attractions and events.communicate verbal instructionscommunicate verbal instructionsCommunicate transparent instructions. Ensure that messages are understood and followed correctly.provide visitor informationprovide visitor informationProvide directions and other relevant information to visitors.maintain relationship with customersmaintain relationship with customersBuild a lasting and meaningful relationship with customers in order to ensure satisfaction and fidelity by providing accurate and friendly advice and support, by delivering quality products and servic...greet guestsgreet guestsWelcome guests in a friendly manner in a certain place.provide tourism related informationprovide tourism related informationGive customers relevant information about historical and cultural locations and events while conveying this information in an entertaining and informative manner.promote the use of sustainable transportpromote the use of sustainable transportPromote the use of sustainable transport to reduce the carbon footprint and noise and increase safety and efficiency of transport systems. Determine performance regarding the use of sustainable transp...welcome tour groupswelcome tour groupsGreet newly arrived groups of tourists at their starting point to announce details of upcoming events and travel arrangements.answer incoming callsanswer incoming callsRespond to customers' inquiries and provide customers with appropriate information.inform tourist groups on logistical timesinform tourist groups on logistical timesBrief groups of tourists on departure and arrival times as part of their itinerary.handle personal identifiable informationhandle personal identifiable informationAdminister sensitive personal information on customers securely and discreetly.identify customer's needsidentify customer's needsUse appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.maintain customer servicemaintain customer serviceKeep the highest possible customer service and make sure that the customer service is at all times performed in a professional way. Help customers or participants feel at ease and support special requ...demonstrate intercultural competences in hospitality servicesdemonstrate intercultural competences in hospitality servicesUnderstand, respect and build constructive and positive relations with intercultural clients, guests and collaborators in the field of hospitality.escort visitors to places of interestescort visitors to places of interestBring tourists to places of interest such as museums, exhibitions, theme parks or art galleries.manage tourist groupsmanage tourist groupsMonitor and guide tourists ensuring positive group dynamics and address areas of conflict and concern where they occur.assist clients with special needsassist clients with special needsAid clients with special needs following relevant guidelines and special standards. Recognise their needs and accurately respond to them if needed.
Optional (9) — show
create solutions to problemscreate solutions to problemsSolve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising informat...handle customer complaintshandle customer complaintsAdminister complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.speak different languagesspeak different languagesMaster foreign languages to be able to communicate in one or more foreign languages.assist passengersassist passengersProvide help to people getting in and out of their car or any other transportation vehicle, by opening doors, provide physical support or hold belongings. Keep safety measures and procedures in mind.check tickets at venue entrycheck tickets at venue entryEnsure that all guests have valid tickets for the specific venue or show and report on irregularities.apply foreign languages in tourismapply foreign languages in tourismUse the mastery of foreign languages orally or written in the tourism sector in order to communicate with collaborators or customers.be friendly to passengersbe friendly to passengersEngage with passengers according to the expectations of contemporary social behaviour, the specific situation, and the code of conduct of the organisation. Communicate in a polite and clear way.answer questions about the train transport serviceanswer questions about the train transport serviceRespond to all questions customers may have about the transportation services on a train. The conductor should posses a broad range of knowledge on fares, schedules, train services, passwords or web s...handle guest luggagehandle guest luggageManage, pack, unpack and store guest luggage on request.

Related Occupations

Occupations that need many of the same essential skills, so the move between them is shortest.

park guide7 shared essential skillshospitality establishment receptionist6 shared essential skillshotel concierge6 shared essential skillsmountain guide6 shared essential skillstourist information officer6 shared essential skillshead waiter/head waitress5 shared essential skillstour organiser5 shared essential skillstravel agent5 shared essential skills

Frequently asked questions

What does a host/hostess do?

Hosts/hostesses welcome and inform visitors at airports, train stations, hotels, exhibitions fairs, and function events and/or attend to passengers in the mean of transport.

What skills does a host/hostess need?

A host/hostess needs 17 essential skills, including distribute local information materials, communicate verbal instructions, provide visitor information, maintain relationship with customers, greet guests.

Will AI replace host/hostess jobs?

The AI disruption score for host/hostess is 43/100 (moderate risk). Skills most exposed to automation: distribute local information materials, answer questions about the train transport service, answer incoming calls. Most resilient: assist passengers, escort visitors to places of interest, assist clients with special needs.

Quick Facts

SectorRetail
ISCO GroupCustomer services clerks
Essential Skills17

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