Hospitality Specialist

Hospitality Specialist

The Hospitality Specialist is responsible for delivering 5-star guest service by supporting front-of-house operations, ensuring a welcoming environment, and maintaining service standards. This role includes guest interaction, food running, order taking, and operational support such as restocking, cleaning, and completing shift checklists. The Hospitality Specialist works closely with the MOD and other team members to provide an exceptional dining experience.

Essential Responsibilities:

• Greet and engage guests upon entry, during service, and upon departure.
• Ensure every guest has a positive dining experience by following service standards, sequence of service, and maintaining guest awareness.
• Inform guests of LTOs (Limited Time Offers) and menu changes; make personalized recommendations.
• Demonstrate knowledge of the brand and menu items by answering questions about food, beverages, and restaurant services.
• Take guest orders and process transactions accurately and efficiently.
• Collaborate with the kitchen team to meet special dietary or preparation requirements.
• Deliver food and beverages promptly and professionally, and may assist in prepping items.
• Perform side work at the start and end of shifts; including opening or closing lists and check out with MOD before leaving.
• Maintain cleanliness, organization, and mise en place in service areas, dining room, and restrooms & ensure areas are stocked throughout the shift.
• Monitor guests' dining experiences; ensure satisfaction and respond courteously to requests.
• Handle phone orders, to-go orders, and guest inquiries.
• Support front- and back-of-house teams in creating a positive, efficient, and guest-focused environment.
• Follow all company policies, including those related to rest and meal breaks.
• Performs other duties as assigned.

Education/Experience Requirements:

12 years in a customer service or restaurant experience preferred

Knowledge, Skills and Abilities:

Ability to communicate effectively in English, both verbally and in writing (Spanish a plus). Strong interpersonal skills with the ability to handle guest interactions in a professional and courteous manner. Basic math proficiency with the ability to operate a cash register, count cash (if applicable) computer, and POS system. Demonstrates a positive attitude and a high level of integrity in all tasks. Flexibility to work varied schedules, including nights, weekends, and holidays.

Physical Demands/Work Environment:

Physical Demands: Ability to stand and walk for extended periods (up to 5 hours continuously). Frequent bending, squatting, reaching, grasping, and twisting of neck and waist. Ability to lift and carry up to 5 lbs. Comfortable working in warm, noisy kitchen environments and under pressure during peak business hours. Work Environment: Must comply with Company's Appearance and Dress Code standard as set forth in the Team Member Handbook. Works primarily indoors in temperature-controlled, clean, and well-lighted environment. Makes frequent trips to kitchen, where air may be moist, warm, and odorous from cooking foods. Kitchen floors are uneven, and may be slippery from moisture and grease.