Lead Hostess

Job Summary

Primarily responsible for welcoming and warmly greeting guests arriving and departing Carillon Miami Wellness Resort. Handles reservation requests, manages the efficient and timely seating of our guests, and assists to control the flow of the dining room.

Essential Job Functions

1. Warmly and graciously greets all guests upon arrival, practicing guest recognition whenever possible. Instill these practices among the restaurant hosts/hostesses.
2. Assists arriving and departing guests with special requests such as, accommodating highchairs, wheelchairs, strollers, umbrellas, raincoats, among other.
3. Handles reservations for individuals and large parties, special functions and events updating these on our reservation system with guest preferences.
4. Answers telephone calls and requests through our Team's app for the restaurant utilizing stipulated luxury standards and telephone etiquette.
5. Practices guest recognition, remembering guests name and preferences, initiating the dining experience with a personalized touch. Record and share preferences through our system and while participating of line ups.
6. When immediate seating is limited, manages the waiting list, providing guests with estimated waiting time and offers alternatives of seating and consumption while waiting.
7. Seats guests based on established guidelines and guest preferences while balancing customer flow into server sections.
8. Informs server and managers of special requests and pertinent information pertaining to guests. Coordinates with concierge when requests are made for special occasions including amenities, balloons, flowers, among other.
9. Inspects table for proper presentation and completeness including directions on how to access our menus.
10. Monitors and observes guests dining experience, relaying messages to servers and server assistants or management as needed.
11. Thanks guests upon leaving, inviting them to return and soliciting feedback on their experience.
12. Performs service recovery as required to ensure complete guest satisfaction.
13. Ensures all seating areas are set up according to floor plan and discuss the sections with the team during line up.
14. Ensures cleanliness of dining room area and coordinates with server assistants to clean it.
15. Ensures all menus are up-to-date, clean, and free of tears, stains or other damages.
16. Knowledgeable and conversant on all food and beverage products and hours of operations of hotel services and outlets.
17. Responds promptly and courteously to any internal or external request.
18. Ready and willing to assist servers and server assistants as situations arise.
19. Learn basics of the POS System as to assist the floor staff.
20. Available to fill in as needed to ensure the smooth and efficient operation as directed by management.
21. Reports and documents any observed or known safety hazards, conditions or unsafe practices and procedures to management immediately.
22. Performs other job-related duties as needed.
23. Adheres to Carillon Miami Wellness Resort and participating hotel marketing organizations standards.

Education, Experience and Skill Requirement

1. Must be able to communicate clearly and effectively with guests in person or on the telephone and perform basic typing.
2. Must be great at remembering names and faces.
3. Must be able to read, write and speak English.
4. Bi-lingual (English/Spanish) is a plus.
5. Must possess a personable, cheerful demeanor; be well groomed and able to remain calm under pressure.
6. Guest service skills or training are preferred.
7. Must possess pride in Carillon Miami Beach Standards of food service.