Restaurant Lead Host(ess)

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Job Summary

The Lead Restaurant Host is essential to the smooth operation of the restaurant. Along with the hosts/reservationists this position provides the first impression to the guest, they control the flow of the dining room. Courteously greet and escort guests to tables and assist in seating, ensuring the hotel’s standards of service. Assist in preparing the restaurant for service and always maintaining the cleanliness of the room. Take reservations and maintain reservation book to ensure maximum cover count while still meeting guests’ high expectations. Assist with booking large parties in the restaurant, planning their menus and all details related to the party. Assist in monitoring the guests' needs and all phases of the operation. Train new hosts and encourage performance from current associates. Train new hosts with reservation system, InDesign, sequence of service, Rosewood, LQA and FTG standards. Ensure that all opening and closing duties are performed by the host team.

Essential Duties and Skills

Responsibilities and duties for this position shall include, but not be limited to, the following areas and activities. At management discretion, direction may be given for tasks outside the scope of work described. 

Essential Duties: 

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level daily.
• Maintain complete knowledge of:
• Scheduled daily activities and in-house groups.
• Daily house count.
• Hotel extension numbers.
• Hours of operation of each outlet, ambiance, menu selections and price range.
• Features and services provided by the hotel.
• Maintain complete knowledge of all menu items, specials, 86'd items, liquor brands, beers, and non-alcoholic selections available in the restaurant.
• Maintain complete knowledge of and strictly abide by state liquor regulations, particularly those prohibiting service to minors, intoxicated persons, and drunk driving.
• Maintain complete knowledge of table/seat/station numbers, proper table set-ups, room capacity, hours of operation, price range and dress code of the restaurant.
• Assist F&B Private Dining Coordinator with booking large parties in the restaurant. Print special menus for parties.
• Maintain complete knowledge and comply with all departmental policies and service procedures.
• Prepare station chart and assign stations to associates following departmental procedures.
• Set up Host(ess) station with necessary supplies; always maintain cleanliness. Report shortages to Supervisor.
• Inspect condition and cleanliness of menus and wine lists; ensure designated amounts are available. Update menus and wine lists as changes occur.
• Inspect the restaurant environment and entrance area, ensuring that all standards are met; rectify any deficiencies; always maintain cleanliness.
• Inspect tables and stations, ensuring that all set-ups meet the department standards. Check throughout meal period. Relay deficiencies to respective personnel and follow up on corrections.
• Guide the Servers and Server Assistants in table set-up needs to ensure optimum service to guests.
• Answer restaurant telephone courteously and efficiently as specified in departmental standards.
• Take, record, and confirm restaurant reservations/cancellations as specified in departmental standards.
• Always maintain positive guest relations.
• Call upcoming anniversaries and birthdays to invite them to come back in again this year.
• Greet and acknowledge all arriving guests, however busy and whatever time of day.
• Escort guests to tables and assist in seating at tables; present menus and extend congenialities in accordance with department guidelines.
• Anticipate guest needs and respond promptly.
• Accommodate all requests for information courteously.
• Oversee all SAG (Special Attention Guest) and Media reservations as requested by PR/Sales & Marketing in outlets.
• Monitor and spot check OpenTable/Sevenrooms reservations to ensure that standards are being followed.
• Setup OpenTable/Sevenrooms for outlet activations such was ticketed events as well as updating all verbiage and online reservation widgets. 
• Manage holiday and special programming reservations to ensure revenue opportunities are maximized. 
• Monitor and ensure that all aspects of service conform to departmental standards. Notify respective personnel for problems to be corrected.
• Extend courteous departures as guests leave the restaurant.
• Ensure tables are cleaned and reset according to standards.
• Complete closing duties as assigned.
• Legibly document pertinent information in restaurant logbook.
• Be familiar with operation of P.O.S. system and manual system procedures.
• Exhibit a friendly, helpful, and courteous manner when dealing with guests and fellow associates.
• Train associates to ensure all standards are met.
• Perform all other duties as required.

Skills:

• Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
• Ability to stand for prolonged periods of time.
• Ability to multi-task.
• Good organizational skills.
• Exceptional guest relations skills.

Standard Responsibilities

• Strive to achieve departmental targets.
• Ensure cleanliness of work areas.
• Be environmentally aware and comply with the company’s sustainability practices. 
• Ensures communication with other departments is clear and consistent. 
• Is an expert with operation, ongoing promotions and events and can speak to it.
• Comply and adhere to the Rosewood company policies.
• Take on other tasks in addition to the ones stated, in a reasonable framework.
• Maintains good working relationships with all non-F&B departments. Assist other departments wherever necessary and maintain good working relationships.
• Be a “brand ambassador” always and e nsure brand integrity and clarity are always maintained.
• Model the company’s culture, vision, mission, and core values always.
• An excellent eye for detail.
• Assertive, friendly, and pro-active personality.
• Must adhere to Grooming & Appearance Standards.
• Ability to work with various guests including high net-worth and c-suite guests, ownership group.

Qualifications

• Required to speak, read, and write in English, with fluency in other languages preferred.
  • A minimum of 6 months experience in a similar position, preferably in a fine dining or upscale dining restaurant. 
  • Knowledge of business systems such as InfoGenesis, SevenRooms, OpenTable Opera, InDesign.
  • Working knowledge of MS Word and Excel.