PM Host II - Inn on Biltmore Estate - Reserve

Job Description

Job Description

Job Description

Reserve: a position working up to 999 hours per year.

The starting pay range for this position begins at $17.09/hour and is based on the level of qualifications and relevant experience above the minimum requirements.

Schedule can vary and based on business needs, but is generally between 3:30 pm - 11:30 pm . Weekend availability required

Host II's will coordinate host stand operations at the restaurant, ensuring Biltmore standards of service. Level 2 hosts will maintain flow of seating by section throughout the serving period; answer the telephone; maintain the reservations system, taking and updating requests; monitor guest needs; and will provide training to Host I's.  In addition, the Level 2 host is responsible for notifying management of any guest service issues that may arise, will make certain that the restaurant is properly prepped for service at all times, and assist with VIP arrangements. The Host II will also provide general assistance and support for the department, leadership, and company.

Essential Job Duties:

1. Greet and acknowledge all arriving guests, however busy and whatever time of day.
2. Escort guests to tables and assist in seating at tables; present menus and extend congenialities in accordance to department guidelines.
3. Maintain an optimum flow of seating by section to best service guests.
4. Extend courteous departures as guests leave the restaurant and invite them to return.
5. Guide the Servers and Dining Room Assistants in table set-up needs to ensure optimum service to guests; coordinate level 1 Host activities. 
6. Communicate V.I.P. arrivals and special requests to designated personnel for follow up. 
7. Answer restaurant telephone courteously and efficiently as specified in department standards. 
8. Take, record and confirm restaurant reservations/cancellations as specified in departmental standards.
9. Accommodate all requests for information courteously.
10. Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Initial contact for guest service recovery; identifies and escalates issues as needed.  
11. Trains and serves as "go to" resource for Level 1 Hosts.

Additional Responsibilities:

1. Set up Host station with necessary documents, information and supplies; maintain organization at all times.
2. Inspects condition and cleanliness of all menus and wine lists; ensure adequate amounts are available. Update menus and wine list inserts as changes occur.
3. Inspect the Restaurant environment and entrance area, ensuring that all standards are met; rectify any deficiencies; maintain cleanliness at all times.
4. Provide general assistance and support for the leadership, department, and company as required. 
5. Print menus as needed and ensure that proper levels of supplies are maintained.
6. Ensures caps to reservations are made in anticipation of busy seating periods.
7. Will notify management of any elevated guest service recovery issues. 

Qualifications:

1. Previous host service experience required, preferably in a fine dining or upscale restaurant.  At least one (1) year of related F&B experience strongly preferred.
2. Demonstrated commitment to delivery of world class internal/external guest service; leadership skills a plus.
3. Fluency in English; basic math skills with the ability to handle cash and credit transactions as needed.
4. Familiarity with and/or the ability to quickly become proficient with reservations software.  Knowledge of Open Table reservations system strongly preferred.
5. Excellent interpersonal and communication skills; conveys information effectively; strong guest service recovery skills.
6. Proactive, exercises good judgment; anticipates and addresses issues quickly; thinks clearly in high pressure situations. Focus attention on guest needs, remaining calm and courteous. 
7. Able to quickly learn Biltmore products, services, systems.
8. Professional; reflects Biltmore core values.

Physical Requirements:

1. Occasionally transport 25 – 50 pounds.
2. Endure various physical movements throughout work areas and over duration of work    
shift.
3. Ability to remain ambulatory or in stationary position throughout work shift.
4. Exposure to fumes, dust and chemicals
5. Ability to work in an environment that may include:
Variable temperature conditions and noise levels
Outdoor environments