Host- $20/hr (Supper at Hotel Emma)

Primary Responsibilities:

• Be a Hotel Emma Storymaker, adhering to our Core Values and Service Promises.
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day/ Promptly seat guest, pulling out chairs for ladies, general conversation about their day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:
• All hotel features/services, hours of operation.
• All room types, numbers, layout, decor, appointments and location.
• All room rates, special packages and promotions.
• Daily house count and expected arrivals/departures.
• Scheduled daily reservations, group activities & VIP’s .
• Meet with Supervisor to review daily assignments and priorities.
• Access all reservations from Open Table.
• Set up work station with necessary supplies.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Promote positive guest relations to all individuals approaching the Host Stand. Smiling, eye contact and immediate positive response
• Confirm reservation in system and review all noted information.
• For guests without a reservation, be strategic in the time slot.
• Register guest in the computer with as much detail as possible.
• Verify reservation information with the guest (first and last name, party size, email and special request).
• Communicate any specials or promotions.
• Direct seater to escort guest to assigned table.
• Maintain guest history files on all guests.
• Communicate VIP and special guest arrivals to designated server and manager, in both front and heart of house.
• Document all guest requests, complaints or problems.
• Take, record and relay messages accurately, completely and legibly.
• Document and confirm reservations and cancellations.
• Block tables in computer and follow through on designated requirements.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Generate, print and distribute daily and weekly reports.
• Resolve discrepancies with reservations.
• Retrieve guest preferences service staff and update guest notes in Open Table.
• Solicit guest comments on their stay.
• Document pertinent information in the log book/Open Table/Host Checklist.
• Warmth/ Hospitality- Our goal is to make all guest feel welcomed and appreciated. Smiling and genuine interactions should always be at top of mind.
• Responsible for making adjustments while keeping leadership informed that best work for the accommodation of the guest.
• Partner daily with concierge team to have all notes on in house guest and reservations. Details of guest profiles (celebrations, allergens, dietary restrictions, personal touches).
• Perimeter upkeep of the restaurant- We are all stewards of Hotel Emma and our world call environment, and it is important to inspect our restaurant for the following: lights out, debris, awareness of SKR/patio cleanliness and organization, etc.
• All SKR and private party inquiries need to be brought to Supper leadership’s attention immediately. Timing is critical in booking these events.
• Practice mutual respect and discretion with both guests and associates.
• Be present and aware. The organization of the staff members is critical. When multiple hosts are scheduled the expectation is to have someone by the door and entrance. Along with that is holding the door for incoming guest and guest exiting.
• When appropriate and directed, hosts should be engaging with guests walking outside at Pearl and looking at our menu boards. The host team should be able to speak to the menu and highlight items that entice the guest to come in and give Supper a try.

Job Requirements:

• High school diploma or equivalent
• Customer Service experience preferred
• Minimum six months' experience in a similar position, preferably with a luxury or ultra-luxury restaurant