Overview
The Host/Hostess is responsible for providing prompt and courteous service to restaurant guests, including taking reservations, managing guest lists, managing special events, greeting and seating guests, and accommodating special requests. As a first point of contact, this position is instrumental in creating a friendly yet professional environment. The Host/Hostess sets the guest at ease while preparing them to enjoy a fantastic experience. Always in complete control of the hostess stand knowing when they will seat the next 4 tables to arrive. Never shopping for tables or leading the guest throughout the dining room without a specific destination in mind. The guest should feel that their assigned table was in fact meant for only them and no one else. The Host/Hostess must continually seek opportunities to create memories by anticipating the guest's needs, exceeding their expectations, and promoting a feeling of confidence and trust with each guest.
Responsibilities
- Be thoroughly familiar with all menu items, including ingredients and food allergens, and wine list in order to assist guests and answer questions accurately.
- Ensure restaurant is clean and in order at all times, including tables, chairs, floors, walls, ceilings, lighting, temperature, music, memorabilia, and décor.
- Ensure menus and wine lists are stocked, clean, undamaged, and accurate for the meal period.
- Ensure host stand is fully stocked with pens/pencils, note pads, SevenRooms reservations system, daily function sheets, toothpicks, and clean well-organized menus for the next meal period.
- Review property daily occupancy, group activity, VIP's, and special guests.
- Take reservations and cancellations.
- Organize station seating and prepare station chart.
- Escort guests to table for seating, present menus, and wish a good meal.
- Manage list of guests waiting to be seated.
- Accommodate guests with special needs, such as elderly guests or guests with disabilities.
- Monitor service flow in the restaurant and update table statuses.
- Assist servers and bussers, as needed.
- Ensure sequence of service is followed for all guests.
- Accommodate guests' special requests whenever possible.
- Process payments according to POS and cash handling procedures.
- Answer restaurant phone. Take phone orders, as needed.
- Maintain positive and professional communication with all staff.
- Provide recognition to others, including co-workers, supervisors, managers, and directors.
- Participate in meetings to learn about global programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities.
- Ensure a healthy and safe work environment for co-workers and guests.
- Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests.
- Promote property outlets to guests.
- Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.
- Resolve guest complaints using property procedures.
- Create a positive environment in which all employees have the ability to maximize their potential.
- Listen to comments, criticisms, and feedback from guests, employees, and managers to gain an understanding of strength and opportunity to improve personal/property performance.
- Work as a team, helping all employees to complete the required activities that ensure we deliver Amplified Service.
- Participate in Sound Check meetings on each shift.
- Always smile and offer a warm greeting to all.
- Know, understand, and practice (with energy and enthusiasm) the mission, values, mottos, culture and spirit that make Hard Rock unique.
- Take initiative to offer assistance throughout the property.
- Operate ethically to protect the Hard Rock brand.
- Utilize programs designed to help Save the Planet.
- Perform duties in accordance with company standards, policies, and guidelines, and applicable laws and regulations.
- Perform additional duties as requested by department managers and supervisors.
- Communicate with supervisors and managers to ensure that assigned duties are completed to standard.
- Coordinate operations with other departments, as needed.
- Present a professional image to employees, guests, clients, owners, and investors.
- Review and develop guest history records to enhance personalized service for repeat guests.
- Maintain confidentiality of guest, employee, and company information.
This job description reflects the position's essential functions; it does not encompass all of the tasks that may be assigned.
Qualifications
EXPERIENCE, EDUCATION, AND CERTIFICATIONS
- Secondary school degree preferred and/or previous work experience in service for at least 2 year.
SKILLS
- Ability to comprehend and use basic language, either written or spoken, to communicate information and ideas.
- Ability to read, comprehend, and write simple instructions, short correspondence and memos.
- Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.
- Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
- Fluency in English: additional languages preferred.
PHYSICAL DEMANDS
- Ability to move throughout the business (standing, walking, kneeling, bending) for extended periods of time.
- Ability to make repeating movements of the arms, hands, and wrists.
- Ability to express or exchange ideas verbally and perceive sound by ear.
- Ability to obtain impressions through the eyes.
- Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
- Ability to occasionally move objects (lift, push, pull, balance, carry) up to 10 pounds / 5 kilograms.
- Ability to turn or twist body parts in a circular motion.
- Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.
ADDITIONAL REQUIREMENTS
- Understanding of lifestyle hotels and premium dining products and services.
- Ability to work evenings, weekends, and holidays, as needed.
Additional Details
For this New York, New York United States-based position, the expected starting pay range is $20 - $21 per hour.
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