Host

JOB OVERVIEW

Provide exceptional guest service by greeting, receiving and seating guests, handling telephone


calls, taking reservations, satisfying guest needs and following Forbes Travel Guide and AAA Four


Diamond Service Expectations.


WORK ENVIRONMENT

The Mill Room

ESSENTIAL JOB FUNCTIONS

• Greet, receive and seat guests.
• Take dining reservations in the Open Table reservation system.
• Answer telephone with in three rings with proper etiquette and obtain needed information.
• Handle reservations for special events (i.e. Valentine's Day, Mother's Day, etc.)
• Demonstrate understanding of Restaurant seating system.
• Maintain Forbes Four Star Service Expectations during service and at all times.
• Closely monitor guest dining experiences and report any issues to Restaurant Manager.
• Follow department opening and closing procedures.
• Maintain impeccable cleanliness standards around the host stand area.
• Responsible and accountable for all equipment and materials handled.
• Assist other team members when needed.
• Maintain excellent appearance standards
• Contribute to overall resort team effort by completing additional duties as assigned.

FORBES TRAVEL GUIDE BASIC STANDARDS

• Telephone conversation is calm and clear.
• The guest is always asked permission before being placed on hold.
• No telephone hold longer than 30 seconds without offering call-back.
• Staff acknowledges the guest when appropriate and reasonably possible.
• Staff is highly articulate and avoids slang and excessive use of phrase-fragments.
• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction.
• Staff readily smiles and maintains an engaging expression.
• Staff makes eye contact and keeps focus on the guest.
• Staff exhibits a genuine sense of interest and concern for the guest.
• Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful.
• Cross-departmental channels of communication among staff are consistent and complete.
• Staff performs the requirements of their department knowledgeably and proficiently.
• Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance.
• The guest's name is used naturally as a signal of recognition.
• Staff closes interactions with polite, appropriate remarks.
• All staff encountered are wearing professional, clean and well-fitted uniforms.
• All staff encountered are extremely well-groomed.
• Staff maintains alert posture and behaves professionally in view of the guest.
• Staff does not decline any request without offering appropriate alternatives.
• The service is handled without excessive delays or interruptions.

FOUR DIAMOND SERVICE EXPECTATIONS

• ? All inquiries about the restaurant are answered professionally.
• ? Host/Hostess offers to make a reservation.
• Telephone is answered within three rings.
• Greeting is professional, offering time of day, name of establishment, name of staff member and assistance.
• Host/Hostess prompts guest for necessary information and inquires about special occasion accommodations.
• If special occasion, Host/Hostess suggests an appropriate item to celebrate with.
• Information is reviewed for accuracy.
• Guest's name is used no more than twice in the conversation.
• Guest is specifically thanked.
• Host/Hostess calls to reconfirm or provides written confirmation prior to the reservation time.
• Guests are greeted promptly and cordially, within 30 seconds of guests' arrival.
• Host/Hostess acknowledges guests even if occupied at the moment.
• Guests' names are used.
• Guests are offered choice of seating if available and are seated within 2 minutes of reservation time.
• In the event of a wait, guests are escorted to a designated waiting area.
• Guests are seated at a table for the correct number, if reservation is made.
• Chairs are pulled out for each guest and menus are opened to the cover page and presented from the right.
• Napkins are handed or laid out for each guest.
• Wine list is offered and menus are opened to the cover page for the Guest and presented from the right.
• Guests are bid a pleasant experience upon departure.
• All associates exhibit a professional vocabulary that is devoid of common slang.
• Guests are graciously escorted to areas when directions are requested.
• All associates consistently maintain eye contact with guests.
• There is evidence that all associates are empowered by management to resolve guest issues immediately.
• All staff associates fulfill guest's special request(s).
• All associates are appropriately attired; name tags are clearly visible.
• All associates demonstrate appropriate behavior and hygiene.

Requirements

QUALIFICATIONS

Essential:

• Previous customer service experience.
• Excellent communication skills, both written and oral.
• Strong organizational skills.
• Ability to work under stress in a fast-paced environment.
• Experience resolving guest problems calmly, using good judgment.
• Ability to work weekends, holidays, evenings and special events when needed.
• Ability to maintain professional attire and demeanor at all times.

Desirable:

Previous experience working in a fine dining restaurant preferred.

SAFETY RESPONSIBILITIES

All employees must learn and comply with all Resort safety rules; must use appropriate safety


equipment at all times; must immediately report all unsafe conditions to supervisors; must be


familiar with all safety features or equipment, machinery or materials encompassed by job


duties; and must check with supervisor if there is a question as to the safe procedure to be used


for any job function.

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To


perform this job successfully, the incumbent will possess the abilities or aptitudes to perform


each duty proficiently. Some requirements may exclude individuals who pose a direct threat or


significant risk to the health and safety of themselves, other employees or guests.

This description excludes the marginal functions of the position that are incidental to the performance of fundamental job duties.

This job description in no way states or implies that these are the only duties to be performed


by the employee occupying this position. Employees will be required to perform any other job related duties assigned by their supervisor.