HOSTESS The Host/Hostess is responsible for maintaining the reception area and entrance in all aspects of stocking and cleanliness.
The Host/Hostess assists the managers with the training of new employees as requested; maintains all assigned wardrobe in accordance with established standards and uniform guidelines; works in an efficient and professional manner while maintaining a positive attitude and delivering superior guest service at all times.
ESSENTIAL FUNCTIONS OF THE POSITION INCLUDE, BUT ARE NOT LIMITED TO: GUEST RELATIONS:
• Observe the guests, ensure satisfaction with their experience, speak to management for prompt action to be taken if you note any dissatisfaction among the guests around the restaurant
• Anticipate guests’ needs, respond promptly, and acknowledge all guests
• Greet guests in a positive, friendly manner and make them feel welcome
• Aim to give the best possible service, in the least obtrusive manner
• Maintain the safety and security of the restaurant/bar premises
• Identify guests’ preferences and their personal information: regularity and time of dining, food and drink choice, seat preference, food allergies, special occasion, table position, telephone number, e-mail address, web address, etc.
• Inform our guests about any upcoming events
• Ensure that guests are informed regularly about their table status if there is a delay
• Communicate with managers and other hosts/hostesses continuously and update them on the dynamics of the reservations, delays and cancellations in order to avoid unnecessary table chasing or rigid return time policy
• Keep the working environment clean, tidy and presentable
• Provide a warm and friendly welcome to all guests and to anybody who is entering through the reception area, i.e., “good afternoon madam, good evening sir”
• Utilize the guest’s name
• Recognize guests, remember the names of the regulars and be in constant communication with managers and reception about the satisfaction of our guests
• Escort the guests to their destinations (table, bathroom, exit, etc.); always allow a guest to pass first, never cross their path
• Ensure appropriate language is used when speaking to guests, use guidelines issued during training
• Listen to and understand the details of guests’ inquiries, take notes if necessary
• Accommodate if guests have any special requests or allergies, etc.
• Greet the guests and learn if they have a reservation, are walk-ins or bar guests, collect guest information to enter into the Micros system
• Relate all information given to you by the guest to the Manager on Duty DAILY DUTIES:
• Opening & closing sidework (which may include the following):
• Perform all assigned duties as detailed in your opening, afternoon and closing checklists
• Check the blocking sheet to identify all regulars and VIP guests
• Use OpenTable when taking reservations and when checking on current or future reservations; ensure accuracy when entering data into OpenTable
• Answer calls promptly to maximize the restaurant’s capacity
• Try to accommodate regulars and reservation requests of concierges
• Utilize all tables to achieve higher turnaround of guests
• Work closely with concierges and other agents to increase guest satisfaction
• Complete all administrative duties competently, efficiently, thoroughly, and in a timely manner
• Update all operational telephone numbers as needed
• Move furniture as directed by management, including but not limited to tables, chairs, bar stools, banquettes, bar tables, boxes, equipment, etc.
• Attend training sessions and read training notes to improve your knowledge
• Give constant feedback to managers regarding our guests’ satisfaction
• Be fully conversant with all the restaurant policies as detailed within the employee handbook
• Be fully conversant with the geographical layout of the operation and to know the exact whereabouts of all operational equipment
• Clear and reset tables as needed (if necessary)
• Complete any other task as assigned by management ADDITIONAL DUTIES:
• Complete reservations duties
• Clean and tidy the reception area and entrance area according to the reception duties sheet and initial each item on sheet once completed
• Look for any additional cleaning/maintenance, i.e., light bulbs out, that may be needed, ensure any maintenance items are reported to management
• Perform updates on table status and inform other hosts/hostesses, or Manager on Duty
• Stock all the necessary supplies needed prior to the restaurant opening
• Report any low inventory of items to Manager on Duty
• Keep records of lost and found items and report to Manager on Duty
• Move furniture as directed by management, including but not limited to tables, chairs, bar stools, banquettes, bar tables, boxes, equipment, etc.
• Perform related duties as assigned EDUCATION/REQUIREMENTS:
• High School Diploma or equivalent preferred
• Proof of eligibility to work in the United States
• 18 years of age
• One year of experience in a upscale, fine dining establishment preferred
• One year of OpenTable experience preferred
• Maintain a professional, neat and well-groomed appearance adhering to company standards WORKING KNOWLEDGE REQUIREMENTS:
• Maintain complete knowledge of table/seat/station numbers, proper table set ups, room capacity, hours of operations, menus, price range
• Work as a team, assisting all guests’ and employees’ needs and inquiries
• Be aware of restaurant’s signature dishes and be able to make basic food and wine recommendations to guests
• Be aware of all reservations policies and be able to make reservations
• Be aware of all cancellation fees, cake fees, corkage fees, etc.
• Opening and closing duties
• Proper lifting techniques
• Guest relations
• Sanitation and safety
• Safe alcohol service
• High volume operations SKILLS/ABILITY TO:
• Ability to perform basic mathematical equations
• Ability to demonstrate a positive attitude at all times
• Ability to keep an open and objective view
• Ability to listen effectively, empathetically and be respectful at all times
• Ability to communicate assertively
• Ability to maintain confidentiality
• Ability to maintain composure and stay focused
• Ability to maintain personal integrity
• Ability to work as a team, stay organized, multi-task, and prioritize
• Ability to use strong judgment
• Must portray an outgoing personality that is warm and friendly while demonstrating enthusiasm and professionalism
• Must be fluent in both written and spoken English and able to print legibly for Guests and fellow team members to read WORK ENVIRONMENT & SCHEDULE: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
• Work in an environment that is subject to varying levels of noise and crowds
• Restaurant/Lounge environment
• Involves constant public contact
• Fast paced, high volume, high energy
• Schedule may include overtime when approved by management
• Must be able to work varied shifts including days, weekends, and holidays