HOST/HOSTESS

Host Position

Provide engaging interaction to dining guests while managing timely service, quality-assured food and beverages, and ensuring every guest leaves having had an extraordinary experience during their visit. Hosts are expected to be attentive to our guests' needs at all times and to succeed in making them feel welcome, comfortable, important and relaxed.

Key Accountabilities

• Adherence to and successful execution of all standards, procedures and protocols described in the Rod 'N' Reel Resort Team Member Handbook and Rod 'N' Reel Resort Host Manual.
• Compliance with company rules and regulations without exception. Always handle yourself in an ethical and professional manner.
• Arrive to work on time and in proper attire. Absences and tardiness should be rare, and always communicated to management as per the handbook policy.
• Adhere to company uniform, grooming and appearance standards
• Complete all assigned opening, closing and running sidework in a timely and thorough manner.
• Take excellent care of all guests (internal & external), without exception. This includes assessing the needs of each guest you encounter, assuring the quality of our products, services and evaluating guest satisfaction.
• Interact with all guests in an engaging and welcoming fashion, establishing yourself as a positive representation of the Rod 'N' Reel Resort brand and that of your specific restaurant.
• Establish and maintain a constructive and cooperative working relationship with your teammates and managers, both in the Front and Back of House.
• Help to build and maintain a team-oriented environment in the workplace by bringing a consistent work ethic and participation level to every shift.
• Adhere to directives and complete requested tasks made by managers.
• Pick up shifts for others in your department when possible if the need arises.
• Consistently assist your teammates with their own responsibilities anytime they are busy and you are not.

Core Responsibilities

• Observe body language, inflection and responses of our guests to gauge their experience with us during their visit. Gather information as needed to assure guest satisfaction.
• Deliver timely results for any requests made by management to help other departments in the restaurant with a positive attitude.
• Operate with awareness of and care for all guests around you, not just those in your assigned position.
• Consistent communication with your teammates and management team to ensure critical information is relayed efficiently as needed. Inform management immediately any time a guest is displeased.
• Always grant guests the right of way ahead of you or other team members.
• Wish guests a fond farewell or provide other salutations as they leave the restaurant.
• Greet guests in a friendly and courteous manner. Opens the door for departing guests when possible.
• Manage reservations using the established reservation system and ensure accurate information of guest information into our database during each booking.
• Provide guests who cannot be seated immediately with accurate wait times, always in a pleasant fashion and while taking care to listen to the guest and ensure they are at ease with the response.
• Communicate special events/requests to managers and appropriate team members in a timely fashion.
• Maintain knowledge of menu items, restaurant promotions, hours of operation, basic knowledge of the neighborhood, parking availability, restaurant address/telephone info, contacts to relay messages, etc.
• Consistently perform opening, closing and running sidework including, but not limited to: cleaning of menus, organization of host stand, storage areas, cleaning of storefront windows or doors, regular checking and maintenance of restrooms, etc.
• Regularly check the voicemail system for messages, take accurate messages from incoming callers, and relay these to the proper management personnel. Follows handbook phone etiquette and spec verbiage.
• Explain restaurant concepts to guests and is aware of Rod 'N' Reel Resort's various other brands and history.
• Accommodate special guest requests as appropriate, involving managers when necessary.
• Take care not to walk far ahead of guests and engage with conversation while leading to tables.
• Ensure that guests are never led to approach a table until it is fully set. Waits until all guests are seated before distributing menus.
• Thank guests as they leave and invite them to return. Relays guest comments or suggestions to manager on duty and offers to introduce guests to a manager when appropriate.

Qualifications

High school diploma or GED are preferred, but not required. Previous experience as a server is preferred, but not required. Must speak English fluently and be able to write in basic English. Must be able to work well under pressure and be self-motivated. Must have good organizational, time management and sales skills. Good communication skills—both written and verbal. Must be dependable, reliable and be driven with minimal supervision. Must possess a high level of awareness, attention to detail and follow-through. Must be both effective and efficient at multi-tasking in pressure situations.

Physical & Cognitive Requirements

Position requires sitting, handling, eye-hand coordination, stooping, kneeling, and walking/standing for multiple hours in succession. This position may on occasion require the lifting, carrying, pulling or pushing of up to approximately 21-50lbs. Must be able to withstand changes to temperature, steam and heat. Must be able to work in a confined area for multiple hours in succession.

Must be able to reach with hands and arms, talk and hear effectively with surrounding background noise. Vision requirements include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. Must possess adequate sensory abilities to observe and detect emergency situations, distinguish product taste, texture, temperature, presentation and preparation. Must be able to add, subtract, multiple and divide at a basic level.

The company reserves the right to revise and change job duties as the need arises. I have read and understand the physical & cognitive requirements of this position and agree that I am able to perform or meet these duties and responsibilities. This job description does not constitute a written or implied contract of employment.