Restaurant host and guest services: the role, the award, and the qualifications behind it

Create exceptional first impressions and manage guest experiences in restaurants, hotels, and hospitality venues.

This page covers what the job actually involves, which qualification on our scope of registration matches it, and — because it is the question that costs people money — which modern award covers the role and how the classification structure works.

What you will do

As a restaurant host or guest service agent, you are the first point of contact for guests. You will greet arrivals, manage reservations, coordinate seating, handle enquiries, and ensure smooth front-of-house operations. Your role sets the tone for the entire dining or venue experience.

You might work in an upscale restaurant managing bookings and VIP guests, a hotel restaurant coordinating between multiple service areas, or a busy café balancing walk-ins with reservations. The role requires excellent organisation, interpersonal skills, and the ability to remain calm during peak periods.

Your day might include managing reservation systems, greeting and seating guests, coordinating with kitchen and service staff, handling waitlists during busy periods, responding to guest requests and complaints, processing payments and bookings, and maintaining accurate records.

The demand

Front-of-house coordinators are the backbone of hospitality operations. Every restaurant, hotel, club, and function venue needs skilled hosts and guest service agents. With Melbourne's reputation as Australia's dining capital and Victoria's strong hospitality sector, trained front-of-house professionals are consistently in demand.

The role is particularly valued in upscale establishments where guest experience directly impacts reputation and repeat business. Strong hosts who can manage complex booking systems, handle difficult situations professionally, and maintain service standards are sought after across the industry.

Which award covers you, and why it matters

Front-of-house work is covered by a modern award, but which award depends on the employer's business and premises, not on your job title. Two awards split the sector between them, and the classifications are not interchangeable between them.

So a host at a hotel restaurant is under MA000009; a host at a standalone restaurant down the road is under MA000119. At levels Introductory to 6 the two awards carry identical minimum weekly and hourly rates, so the headline dollars are the same. The structural differences are what matter: MA000009 has five classification streams plus a separate casino gaming rate table and a Managerial Staff (Hotels) annual salary, while MA000119 has three streams and no casino or managerial provisions. A "Level 3" under one award is not a "Level 3" under the other for any purpose other than the dollar figure.

Many venues offer regular shifts for reliable hosts, making this role suitable for those seeking consistent hours. The position often includes training in reservation systems, customer relationship management, and service coordination. With experience, you can progress to maître d', front office management, or guest relations management roles.

The guest services stream, grade by grade

Under MA000009, your employer must classify you in accordance with Schedule A of the award. The structure runs Introductory level plus Levels 1 to 6, and guest services appears at Levels 1 through 5.

Two clauses in that table are worth knowing before you start a job.

Introductory level has a ceiling. Schedule A.1 of MA000009 provides that "Introductory level is for an employee who enters the hospitality industry and does not demonstrate the competency requirements of level 1. The employee remains at Introductory level for up to 3 months while undertaking appropriate training and being assessed for competency to move to level 1. At the end of that period, the employee moves to level 1 unless the employee and the employer mutually agree that further training of up to 3 months is required." The ceiling is three months, extendable once by agreement to six. It is not an indefinite holding classification, and it is not the trainee classification — a trainee under a registered training contract is paid under the National Training Wage, not at Introductory level.

Level 4 is the reference point for the whole award. The award's "standard weekly rate" and "standard hourly rate" both mean the Level 4 rate, and apprentice percentages are calculated off it. If you ever need to check a percentage-based entitlement, Level 4 is the number to look up.

A third clause is the one hosts use most. Under clause 22 of MA000009, working two or more hours in a day at a higher classification attracts the higher rate for the whole day; less than two hours attracts it for the time worked. A Guest service grade 2 who covers a supervisor's shift is paid at the supervisor rate, not their own. Food and beverage attendants grades 2 and 3 are excluded from that clause. Under clause 17, an employer may require you to work across different classification streams, but only ones you are competent to perform.

Clause 3.3 requires your employer to make copies of the award and the National Employment Standards available to all employees, on a noticeboard or by accessible electronic means. If you cannot find them, you are entitled to ask.

We teach award literacy as part of our hospitality qualifications because it is a practical workplace skill, not a legal footnote. The current rates and penalty structures sit in the awards themselves and change annually; check the live award text on the Fair Work Commission's register for the figures that apply to your pay period, and treat the structure above as the map rather than the rate.

What we teach you

SIT30622 Certificate III in Hospitality

Our SIT30622 Certificate III in Hospitality prepares you for guest service roles across restaurants, hotels, and events. You will learn reservation management, customer service excellence, communication and conflict resolution, front-of-house coordination, and professional presentation standards.

The qualification description in the SIT Tourism, Travel and Hospitality Training Package states that it "reflects the role of individuals who have a range of well-developed hospitality service, sales or operational skills and sound knowledge of industry operations", working "with some independence and under supervision using plans, policies and procedures to guide work activities". It provides a pathway into restaurants, hotels, motels, clubs, pubs, cafés and coffee shops, and allows for multiskilling or for specialisation in accommodation services, food and beverage, or gaming.

Packaging: 15 units, made up of 6 core units and 9 electives — 1 from Group A, 6 from Group B, and 2 from Group B, Group C, elsewhere in the SIT Training Package, or any other current training package or accredited course. Entry requirements: none. On licensing, the training package records that no occupational licensing, certification or specific legislative requirements apply to this qualification at the time of publication — which is a statement about the qualification, not about the job. Serving alcohol still requires an RSA certificate in every state and territory.

You will complete practical placement in a real hospitality venue, giving you hands-on experience with industry-standard systems and professional service environments. Many of our students secure employment with their placement venue after graduation.

SIT30722 Certificate III in Hospitality (Restaurant Front of House)

If front of house is the destination rather than a step on the way, there is a specialist qualification for exactly this role, and it sits on our scope of registration at the extent "deliver and assess".

The training package describes SIT30722 as reflecting "the role of individuals who have a range of well-developed front of house food and beverage service and sales skills combined with sound product knowledge", and says plainly that it "provides a pathway to work in various front of house roles in restaurants and cafés".

Packaging: 20 units, made up of 9 core units and 11 electives — 9 from the qualification's own elective list, and 2 from that list, elsewhere in the SIT Training Package, or any other current training package or accredited course. Entry requirements: none.

The core units tell you what the industry considers non-negotiable for front of house.

Note what is in that list. Responsible service of alcohol is a core unit, not an elective — the training package treats it as part of the job for anyone working front of house in a licensed venue. So is food safety hygiene, so is processing financial transactions, and so is coaching others in job skills, which is the first supervisory competency most hosts acquire whether or not it is in their title.

The elective bank is where you shape the qualification to the venue. It includes SIRXCEG008 Manage disrespectful, aggressive or abusive customers — relevant to anyone who has run a waitlist on a Saturday night — along with table service and silver service (SITHFAB034, SITHFAB035), beverage advice units covering beers, spirits and liqueurs, Australian wines and imported wines (SITHFAB031, SITHFAB032, SITHFAB033), food and beverage matching (SITHFAB037), espresso coffee (SITHFAB025), and managing the sale or service of wine (SITHFAB039). Several of those electives carry prerequisites, so the order you take them in matters; we map that sequence with you at enrolment rather than leaving you to discover it mid-course.

One caution on SIT30722 that we would rather you hear from us: this release is recorded as not equivalent to the superseded SIT30716. If you hold units from the older code, transition and teach-out obligations apply and a gap assessment is required — you cannot simply be moved across. Bring your old statement of attainment to the conversation and we will work out what actually carries.

Where you can go from here

Front-of-house experience provides a strong foundation for hospitality management. With experience, you can progress to maître d' or head host roles, move into guest relations or reservations management, or advance to venue management positions.

SIT40422 Certificate IV in Hospitality

The national title of this qualification is Certificate IV in Hospitality. You will sometimes see it written as "Certificate IV in Hospitality Management", including on parts of our own site, but the code SIT40422 belongs to Certificate IV in Hospitality and that is the title that will appear on your certificate.

It "reflects the role of skilled operators who use a broad range of hospitality service, sales or operational skills combined with supervisory skills and sound knowledge of industry operations to plan, monitor and evaluate the work of team members", operating "independently or with limited guidance from others" and using "discretion to solve non-routine problems". Packaging: 21 units — 9 core and 12 electives, being 1 from Group A, 8 from Group B, and 3 from Group B, Group C, elsewhere in the SIT Training Package, or any other current training package or accredited course. Entry requirements: none.

SIT40422 is also one of only three qualifications on our CRICOS registration, so it is available to international students on a student visa. Most of our scope is not.

BSB40520 Certificate IV in Leadership and Management

BSB40520 develops leadership skills for management positions across industries, and it is on our scope of registration too. It is the sideways move for a host who wants to manage people rather than venues, or who wants a credential that travels outside hospitality.

We are invested in your long-term career success. Talk to us about where you want to take your hospitality career.

Is this role right for you?

This career suits people who are organised, personable, and excel at multitasking under pressure. You need excellent communication skills, the ability to remain professional in challenging situations, and genuine enjoyment of creating positive experiences for others.

Attention to detail is critical. You will manage bookings, coordinate service timing, and ensure nothing falls through the cracks. Strong hosts can read situations quickly, anticipate problems, and maintain composure during busy periods.

If you enjoy being the face of a venue, thrive on organisation and coordination, and want a role where your interpersonal skills directly impact guest satisfaction, this career path could be perfect for you.

Before you enrol: what we owe you

We are required to review your skills and competencies before you enrol — including your language, literacy and numeracy proficiency and your digital literacy — and then advise you about whether the training product is actually suitable for you. That is a pre-training review, and it is an obligation on us, not an optional extra. If a qualification is the wrong fit, we would rather tell you before you pay.

You are also entitled, before enrolment or before any fees are payable, to documentation setting out the training we will provide, all fees, costs and charges you will be required to pay, and any obligations or liabilities we or a third party may impose on you — including any work placement requirement and any costs or processes associated with obtaining a Student Identifier. Ask for it in writing. See our policies page for the detail, and USI for how the Student Identifier works.

Questions and answers

Which award covers a restaurant host?

It depends on the premises, not the job. A host in a standalone restaurant, café, bistro, reception centre, night club or roadhouse is covered by the Restaurant Industry Award 2020 (MA000119). A host in a hotel, motel, pub, tavern, guest house, resort or hostel — or in a restaurant operated inside or in connection with one of those — is covered by the Hospitality Industry (General) Award 2020 (MA000009). A host at a registered or licensed club is under neither; that is the Registered and Licensed Clubs Award 2020. The test is the employer's business and premises.

Do the two awards pay differently?

At levels Introductory to 6, both awards were consolidated to 1 July 2026 and carry identical minimum weekly and hourly rates. The differences are structural: the number and naming of classification streams, whether a casino gaming table and a Managerial Staff (Hotels) salary exist, which apprenticeship trades are recognised, and the detail of penalty rate, overtime, break and rostering provisions. Check the specific clause in the award that applies to your employer before relying on a comparison.

What classification should I be on as a new host with no experience?

Introductory level, and only for up to three months. Schedule A.1 of MA000009 moves you to Level 1 at the end of that period unless you and your employer mutually agree to a further period of up to three months of training. If you have been sitting at Introductory level for a year, that is not what the award provides for.

What happens if I cover a supervisor's shift?

Under clause 22 of MA000009, two or more hours in a day at a higher classification attracts the higher rate for the whole day; less than two hours attracts the higher rate for the time actually worked. Food and beverage attendants grades 2 and 3 are excluded from that clause.

Do I need an RSA to work as a host?

If the venue is licensed and any part of your role involves the sale, service or supply of alcohol, yes. RSA is a state and territory licensing requirement and is separate from any qualification. It is significant that SITHFAB021 Provide responsible service of alcohol is a core unit of SIT30722 Certificate III in Hospitality (Restaurant Front of House): the training package treats RSA as part of the front-of-house job, not an add-on. The certificate you need and how long it lasts differ by state, so check the requirement for the jurisdiction you will work in. We deliver RSA in several states — see RSA and the course pages for Melbourne, Victoria, Sydney, Brisbane and Perth.

Which qualification is the right one for a front-of-house career?

If you want breadth and the option to move between accommodation, food and beverage and gaming, SIT30622 Certificate III in Hospitality. If front of house in a restaurant or café is the goal, SIT30722 Certificate III in Hospitality (Restaurant Front of House) is the specialist qualification written for exactly that role, with nine core units covering RSA, customer service, financial transactions, food safety hygiene, cultural sensitivity, workplace safety and coaching others. SIT30722 is 20 units against SIT30622's 15, so it is the longer of the two.

Are there entry requirements?

No. Neither SIT30622, SIT30722, SIT40422 nor BSB40520 has entry requirements in its training package. That is not the same as there being no suitability question — we are required to review your skills, competencies, language, literacy, numeracy and digital literacy before you enrol, and to advise you whether the qualification suits you.

I already have hospitality experience. Do I have to start from scratch?

No. You are entitled to be offered the opportunity to seek recognition of prior learning, and to be made aware of our RPL policy. RPL decisions are made on evidence of your prior skills, learning and experience, through our assessment system, and must be documented and decided in a way that is fair, transparent and consistent between students. Separately, if you have already completed an equivalent training product you are entitled to seek a credit transfer, evidenced by AQF certification documentation or an authenticated VET transcript. RPL looks at what you can do; credit transfer looks at what you have already been awarded.

I hold units from SIT30716. Do they count towards SIT30722?

Not automatically. SIT30722 is recorded as not equivalent to the superseded SIT30716, so transition and teach-out obligations apply and a gap assessment is needed. Bring your statement of attainment and we will map it properly rather than guess.

Which electives should I pick?

The training package says the selection of electives "must be guided by the job outcome sought, local industry requirements and the complexity of skills appropriate to the AQF level of this qualification", which in practice means picking for the venue you want to work in. A wine-led restaurant points towards SITHFAB032, SITHFAB033 and SITHFAB039; a café points towards SITHFAB025 espresso coffee; a high-volume room points towards SIRXCEG008 managing difficult customers. Several SITHFAB electives carry prerequisites, so sequence matters.

Can international students study these?

SIT40422 Certificate IV in Hospitality is on our CRICOS registration. Most of our scope of registration is not CRICOS-registered, which means it is not available to students on a student visa. Confirm the CRICOS position for the specific qualification before you make plans — provider code 04242E.

What does a practical placement commit me to?

A work placement is an obligation we must disclose to you before enrolment, along with any costs attached to it. Placement puts you in a real venue with industry-standard systems, and a good number of our students are hired by their placement venue. What it is not is unpaid open-ended work: the hours, the supervision arrangement and the assessment tasks should all be in writing before you start.

How quickly will I get my certificate?

Once we have assessed you as meeting the requirements of the training product, we must issue your AQF certification documentation within 30 calendar days of the completion of the assessment, provided you have completed the qualification — or completed units of a qualification you have since withdrawn from — and have paid all agreed fees. We also cannot issue a VET qualification or statement of attainment at all unless you have been assigned a Student Identifier; that is a statutory bar, not a policy. See downloading certificates for how to retrieve yours.

Where can I check that CHT is registered to deliver this?

On training.gov.au, under RTO 3722. The organisation record shows our registration status and period and our full scope of registration, including whether a given qualification code is current and whether we hold it at the extent "deliver and assess". For CRICOS, check cricos.education.gov.au under provider code 04242E. We would rather you verified than took our word for it.

Ready to start your hospitality career?

Talk to us about which qualification fits the front-of-house career you want. See all our courses, enquire about a course, or read about workplace training if you are an employer looking to train a team. Our Certificate III in Hospitality sits at SIT30622 and the front-of-house specialisation at SIT30722.

Complete Hospitality Training (Vic) Pty Ltd, RTO 3722, CRICOS provider code 04242E, ABN 27 006 947 262. Level 3, 28 Elizabeth Street, Melbourne VIC 3000. Contact melbourne@cht.edu.au or +61 3 9654 1554.

Award coverage, classification and clause references on this page are drawn from the Hospitality Industry (General) Award 2020 (MA000009) and the Restaurant Industry Award 2020 (MA000119) as consolidated to 1 July 2026, and qualification packaging from the SIT Tourism, Travel and Hospitality Training Package. Rates and penalty provisions change; check the current award text on the Fair Work Commission register and confirm course availability, delivery, fees and entry requirements with us before enrolling.