In the freelance and agency world, a hostess is a key role dedicated to client experience. This person acts as the main point of contact and project facilitator.
What is Hostess?
A hostess is a client-facing role, often within a freelance team or agency. They are not the primary service provider. Instead, they manage the client relationship, ensure smooth communication, and oversee the project's delivery process to create a positive experience.
Why is this important?
This role is crucial for scaling your freelance business. It allows skilled freelancers to focus on their core work while a dedicated hostess handles client management. This improves client satisfaction, reduces miscommunication, and can lead to more repeat business.
How does it work?
The hostess acts as a bridge. They onboard new clients, gather requirements, set expectations, and relay information between the client and the freelance specialists. They manage timelines, provide updates, and handle administrative or billing questions.
Pros and cons
The main pros are better client retention, more billable hours for specialists, and a professional front end. Potential cons include the cost of hiring for this role and the risk of communication breakdown if the hostess is not fully aligned with the team's work.
Conclusion
The hostess role is a strategic function for growing freelance operations. It professionalizes client interactions and frees up talent to do their best work. Consider this structure if you want to move from solo work to running a small agency.
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