Description

Who We Are:

Acme Hospitality is a growing hospitality group in Santa Barbara's arts and entertainment district, that owns and operates several highly acclaimed and award winning concepts and boutique hotels in Nevada County and Palm Springs CA. 

Mission & Core Values:

Above all else, we are committed to providing our team members with a work environment and experience that we can be proud of. Our Core Values of Delivering Excellence, Embrace Originality, Act with Integrity and Celebrate Community are the essential ingredients for success.

Position Summary: 

Host is responsible for providing guests with a warm welcome and ensuring a smooth and enjoyable dining experience. Hosts are often the first point of contact for guests and play a crucial role in creating a positive first impression.

RESPONSIBILITIES

• Greet guests upon arrival, warmly welcoming them to the restaurant and creating a positive first impression.
• Escort guests to their assigned tables, ensuring they are seated comfortably and providing any assistance they may need.
• Manage the waitlist efficiently, maintaining accurate records of reservations and walk-in guests.
• Provide accurate wait time estimates to guests and inform them of any delays or special arrangements.
• Coordinate with the waitstaff and kitchen to ensure a smooth and timely seating process.
• Answer telephone calls and respond to inquiries regarding reservations, menu items, and restaurant services in a friendly and knowledgeable manner.
• Assist in taking and confirming reservations, ensuring accurate information is recorded.
• Maintain a clean and organized host stand or reception area, including keeping menus, reservation books, and other supplies readily available.
• Monitor the dining area to ensure that tables are properly set and organized, and that the ambiance is suitable for guests.
• Communicate effectively with the waitstaff and management regarding table availability, special requests, and guest preferences.
• Provide guests with menus, wine lists, or other requested information, explaining any specials or chef recommendations.
• Manage guest flow and seating arrangements to optimize table turnover and maximize seating capacity.
• Assist in coordinating special events or private dining reservations, ensuring all necessary arrangements are made.
• Maintain restrooms by cleaning and stocking all necessary supplies regularly.
• Handle guest concerns or complaints in a professional and timely manner, escalating issues to management when necessary.
• Maintain a high level of professionalism, courtesy, and hospitality in all interactions with guests.

Requirements

Requirements:

• Previous experience as a Host or Hostess in a fine dining or upscale restaurant is preferred.
• Excellent customer service and communication skills to interact with guests in a friendly and professional manner.
• Professional and polished appearance, adhering to dress code and grooming standards.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Strong organizational skills to manage reservations, waitlists, and seating arrangements efficiently.
• Familiarity with reservation management systems and basic computer skills.
• Flexibility to work in shifts, including evenings, weekends, and holidays.
• Positive attitude and ability to remain calm under pressure.
• Excellent problem-solving and decision-making skills.
• Knowledge of fine dining etiquette and service standards.
• Ability to work well in a team and collaborate effectively with colleagues.
• Ability to stand and walk for extended periods.
• Strong attention to detail and accuracy in managing reservations and guest information.
• Ability to handle guest concerns or complaints in a professional and diplomatic manner.
• Familiarity with the local area and knowledge of nearby attractions or services that may be of interest to guests.
• Current Food Handler Certification

Job Status: 

Non-Exempt

Important Notice:

This job description is not an exclusive or exhaustive list of all job functions that an Acme Hospitality Team Member in this position may be asked to perform from time to time. Based on business needs or Guest service objectives, you may also be asked to perform other duties or tasks in addition to those listed above and will be required to have completed required training associated with the other duties or tasks.

Guest Service Standards 

ALL POSITIONS 

GREET ALL YOU MEET

•  Say hello to everyone you see and make eye contact (SMILE).
•  Remember the guest or team member’s names and use them often. 

Sell The Property 

• Sell the services and facilities of the property first.
• Help the company obtain new customers and retain current customers.
• Memorize basic property information; be able to give accurate directions.
• Thank our guests for their business AND invite them to return. 

TAKE PERSONAL RESPONSIBILITY FOR GUEST SATISFACTION

• Listen and respond with empathy to guest or team member inquiries and stay with the individual until he/she is satisfied.
• If a guest or team member asks for directions, DO NOT POINT – escort the guest or team member to the destination.
• Never say, “NO”, ask for assistance.

PROMOTE SAFETY AND SECURITY

• Never mention a guest’s name and room number in the same conversation.
• Never give out a room number. Maintain guest privacy and confidentiality.
• Always knock and announce your department before entering a guest room.
• Know your property’s emergency procedures.
• Protect the company’s property against damage or loss.
• Report any unsafe working condition.

PRACTICE CONTINUOUS IMPROVEMENT

• First, master the basics! DO IT RIGHT THE FIRST TIME!
• Look for ways to do your work better, faster and smarter. Share those ideas.
• Be part of the solution; always accompany criticisms with suggestions for improvement.
• Keep an open mind; be “flexible” to do new things and old things in new ways. 

PROJECT A POSITIVE, PROFESSIONAL IMAGE

• Follow the company appearance standards at all times.
• Always wear your name badge and gaming badge (if needed).
• Keep your work area clean and professional.
• Never discuss internal business in front of guests.

TAKE PRIDE IN ACME HOSPITALITY 

• If you see something on the floor, pick it up.
• Show proper care for tools, equipment and facilities.
• Speak positively about the company and your co-workers.

PRACTICE TEAMWORK

• Pitch in and help – Don’t wait to be asked.
• It is okay to ask for help.

RESPOND WITH A SENSE OF URGENCY

• Do not let obstacles become your excuse.
• Be flexible – accomplish the task and follow-up.

HAVE FUN

• Have fun and carry a great positive attitude. Being “positive” and “upbeat” does wonders for you and those around you.

GUEST SERVICE STANDARDS

• Always remember to practice the Guest Service Standards for both internal and external guests.
• Smile
• Greet
• Respond
• Resolve
• Thank and Invite Back

Systems you need to know:

Ctuit, Focus POS, Microsoft Office, Google

The company reserves the right to revise and change job duties as the need arises. I have read and understand the requirements of this position and agree to this position and agree that I am able meet these duties and responsibilities. This job description does not constitute a written or implied contract of employment. 

Requirements:

• Standing - Constant 
• Walking - Constant 
• Sitting - Frequent 
• Climbing - OCCASIONAL 
• Crawling - N/A 
• Kneeling - FREQUENT OCCASIONAL
• Bending - OCCASIONAL FREQUENT
• Reaching above Shoulder - Constant FREQUENT

Lifting:

• 10 lbs. - Constant 
• 11 - 20 lbs. - Constant 
• 21 - 50 lbs. - FREQUENT 
• 50 - 100 lbs. - OCCASIONAL 

Carrying:

• 10 lbs. - Constant 
• 11 - 20 lbs. - Constant FREQUENT
• 21 - 50 lbs. - OCCASIONAL FREQUENT
• 51 - 100 lbs. - OCCASIONAL 
• Pushing - Constant 
• Pulling - Constant 
• Manual Dexterity - Constant 
• Bi-Manual Dexterity - Constant 
• Fine Motor Skills - Constant 
• Gross Motor - Constant 
• Eye/Hand Coordination - Constant 
• Near Vision - Constant 
• Far Vision - Constant 
• Color Recognition - Constant 
• Hearing - Constant 
• Other -

ENVIRONMENTAL FACTORS

• Working Outside YES 
• Working Inside YES 
• Working alone YES 
• Working closely with others YES 
• Excessive cold/heat YES 
• Excessive humidity/dampness YES 
• Noise/Vibrations YES 
• Working above ground YES 
• Working below ground NO 
• Working with chemicals/solvents/detergents/cleaners YES 
• Working on uneven surfaces NO 
• Operating moving equipment or vehicles NO 
• Working around machinery or moving equipment YES 
• Climbing on scaffolds or ladders YES 
• Working under hazardous conditions NO