Host/Hostess

HOST/ESS

OVERVIEW

It is the responsibility of a host/ess to create a positive first impression and to make our guests feel welcomed, on the phone or in person. The host/ess controls the seating of guests in the dining room to assure quality of service and guest satisfaction, and to maximize sales opportunities.

SPECIFIC RESPONSIBILITIES

• Exemplifying hospitality standards, practicing “name magic”, handling requests and complaints with guest satisfaction as priority.

• Adhering to standards of personal cleanliness and professional appearance. Displaying attentive posture and confident, cordial disposition.

• Cooperating with management and co-workers, assisting others with duties if needed, communicating suggestions for improvement in a positive fashion, contributing to sales meetings. Exhibiting punctuality, dependability, and, if the need arises, willingness to work non-scheduled shifts.

• Performing designated set-up and housekeeping duties in efficient, timely manner:
  a. Maintaining organization of front desk, preparing station chart and assignments,reservation sheets, and menus.
  b. Maintaining restaurant cleanliness—windows, foyer area, floors, and rest rooms.

• Using proper telephone etiquette and techniques: utilizing “hold” function effectively, taking complete messages, following reservation policies, referring inquiries to appropriate manager, projecting a sense of happiness at receiving each call.

• Functioning as an information center, demonstrating knowledge of product, service system, hours of operation, large party procedures, events, application procedures, gift certificates, directions, and local area information.

• Performing greeting function competently: planning strategy for keeping dining room full, distributing seating effectively with guest satisfaction as priority, forecasting waiting time accurately, using proper paging technique, projecting a sense of calm and control at the front desk.

• Performing seating function competently: leading guests to correct table, following proper route, carrying guests' cocktails, maintaining a comfortable pace, pulling out chairs, handing menus to guests, conveying “welcome”, and conducting table checks and hot plate counts efficiently.

• Coordinating efforts with other service personnel to maximize efficiency, consolidating steps, and performing duties without appearing rushed.

• Verifying server cash reports, maintaining security, handling cash responsibly, and maintaining check control.

• Knowing emergency procedures for the restaurant.

• Completing other duties as assigned by supervisor.

Fine dining experience, 2 years experience.