SUMMARY OF POSITION

The Host/Hostess of a Maybourne Beverly Hills outlet is responsible to ensure that each and every guest has a most memorable experience. This experience begins with the cleanliness and appearance of our facilities and staff and is enhanced by going the extra mile in our efforts. Each colleague plays a crucial role in the maintenance of their workspace before and during their shift, and our guests’ experience is always the top priority.
It is also the responsibility of the Host/Hostess to courteously greet and escort guests to tables and assist in seating, ensuring 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. Assist in monitoring the guests’ needs and all phases of the operation. Assume total responsibility when Manager/Supervisor is not present.

QUALIFICATIONS

• Minimum six months’ experience in a similar position, preferably with a luxury or ultra-luxury restaurant.
• High School diploma
• 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.
• Knowledge with POS systems, Microsoft WORD, Excel, Outlook
• Knowledge of local activities and attractions appropriate for restaurant clientele preferred.
• Required to speak, read and write English, with fluency in other languages preferred.
• Ability to effectively deal with guest and employee concerns in a friendly and positive manner. This involves listening to the nature of concern, demonstrating empathy with the customer and providing positive and proactive solutions

PHYSICAL REQUIREMENTS

• Constantly operates a computer and other office productivity machinery, such a computer, copy machine, printer, etc.
• Must be able to constantly communicates with vendors, clients, staff members, therefore must be able to communicate, converse with and exchange information to their understanding
• Must be able to detect, determine, perceive, identify, recognize, and assess from long distances
• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
• Must be able to bend, stoop, squat and stretch to fulfil tasks
• Must be physically able to exert physical effort in transporting or lifting up to 20 lbs.
• Must be physically able to walk without assistance on various surfaces for an extended period.
• Must be physically able to stand for extended period
• The position requires manual dexterity, grasping, writing, repetitive motion, bending and climbing

ROLES AND RESPONSIBILITIES

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of: Scheduled daily activities and in-house groups, Daily house count, Hotel extension numbers, Beeper number/radios carried by hotel personnel, Hours of operation of each outlet, ambiance, menu selections and price range, Features and services provided by the hotel.
• Availability of seating within the outlet during shifts or for future requests.
• Any special events or menus that are being offered during service or in upcoming days.
• 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.
• Maintain complete knowledge and comply with all departmental policies and service procedures.
• Prepare station chart and assign stations to staff following departmental procedures. – host duty or supervisor/manager?
• Set up Host(ess) station with necessary supplies; always maintain cleanliness. Report shortages to Supervisor.
• Inspect the 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.
• Ensure that a selection of reading materials (journals, local news, travel literature) is always available and in good condition.
• 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.
• 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.
• Greet and acknowledge all arriving guests with a sense of urgency and putting the guest at the center of all you do.
• Escort guests to tables and assist in seating at tables; present menus and extend congenialities in accordance with department guidelines.
• If guests are waiting for a table, either in the bar/lounge or reception area, maintain dialogue with them. Update them with the expected time for table to become ready and try to develop rapport when appropriate.
• Anticipate guest needs and respond promptly.
• Accommodate all requests for information courteously.
• Communicate V.I.P. arrivals and special requests to designated personnel for follow-up.
• Handle guest complaints and ensure guest satisfaction.
• 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.
• Host stand is left in immaculate condition, completely re-stocked of any supplies, including tissues, matches, toothpicks, and supplies for children.
• Menus are clean and organized and ready for the following day’s service. Any deficiencies in quality or stock are reported to supervisor/manager.
• Reading glasses are clean and blemish free.
• Reservation system is properly maintained; all tables are updated properly and any relevant guest information input in guest’s profile (e.g. Dietary Restrictions, seating preference, beverage preference, meat preparation preference).
• Reading materials are refreshed and in good condition.
• Any documents containing guest information are turned in or destroyed according to PCI standards.
• Oversee all aspects of restaurant during absence of Manager and/or Supervisor.
• 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 colleagues.
• Perform all other duties as and when assigned by hotel management.