Host/Hostess

Job Description

Job Description

Job Summary:

The Host/Hostess will ensure guests receive a memorable experience by providing a warm welcome and fond farewell to guests.

Supervisory Responsibilities:

• None.

Duties & Responsibilities:

• Ensuring that checklists, requisitions, and proper Hostening and closing functions are being completed each shift.
• Communicate with guests and employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions, and provide accurate information.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for the staff and other hotel employees.
• Ensure basic standard operating procedures for all outlets are in place and are in compliance with Federal, state, local, and Ithaka's own practices. (eg. ServSafe, Responsible Vendor)
• Promptly punch into the timecard machine and immediately begin my shift and work as directed by the supervisor.
• Ensuring sequence of service for all guest interactions are met from warm welcome to fond farewell.
• Recording Guest Preferences into Open Table.
• Upsell products to guests to ensure hotel financial profitability.
• Ensuring that all steps of services as outlined in training materials are being followed on a daily basis.
• Interact positively with customers promoting hotel facilities and services. Resolve problems to the satisfaction of involved parties.
• Ensure that all standards and hotel cash handling procedures are met.
• Solicit feedback from guests concerning the service and food & beverage offerings in all outlets.
• Operate POS system to input guest orders.
• Maintain a clean and organized work area.
• Greets all customers with fast, friendly, personalized service and develops a rapport with customers by learning their names, favorite drinks, and food items.
• Educate all customers on our products and services.
• Responds proactively to prevent customer service situations by anticipating guest needs.
• Answers telephone in a courteous and friendly manner, including, but not limited to, giving store greetings, directions to store location, and receiving and filling customer orders.
• Reports all defects, employee accidents or potential guest hazards to the manager on duty through our SOP.
• Informs the manager on duty of any operational inconsistencies.
• Ensure that proper rotation of servers is happening so that 1. The kitchen is not overwhelmed and 2.
• Servers are not being double seated by following our in-house pacing guide.
• Ensure servers are aware of their diners for the specific meal period by referencing Open Table and Venga.
• Walk with guests at all times.
• Ensure that guests with packages or credits are properly identified to servers.
• Ensure all birthdays/anniversaries or special occasions are being recorded and communicated to both FOH and BOH staff.
• Performs other related duties as assigned.

Required Skills & Abilities:

• Excellent written and verbal communication skills.

• High levels of patience, tact, and diplomacy to defuse anger and collect accurate information and to resolve problems.

• Excellent organizational skills and attention to detail.

• Ability to work under pressure and deal with stressful situations during busy periods.

Education & Experience:

• High school diploma or equivalent is required.

• Prior hospitality and/or barista experience preferred.

Physical Requirements:

• Prolonged periods of walking, standing, and sitting.

• Must be able to lift up to 50 pounds at times.

An Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.