HOST/HOSTESS

JW Marriott Marquis Miami

255 Biscayne Blvd Way, Miami FL 33131

Job Summary:

The Host/Hostess is the first and last point of contact with the guest and is responsible for greeting, seating, and saying goodbye to guests and maintaining the restaurant’s flow during service. He/she will also take and confirm reservations over the phone, retrieve messages and return phone calls in a clear, concise, and accurate manner.

The Host/Hostess needs to be polite, friendly, and well-groomed at all times as well as clear, concise, and accurate when taking and confirming reservations over the phone. He/she must be aware of regular guests so they can address them by name, remember where they like to sit, and any other requests that they may have. They need to be aware of the reservations for every service period, and if there are any VIPs/PXs dining in the restaurant. The host/hostess will report directly to the Maitre d’Hotel and General Manager.

Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to the manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional, maintain the confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support the team to reach common goals, and listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Job Family Core Work Activities

Safety and Security

• Report work-related accidents, or other injuries immediately upon occurrence to the manager/supervisor.
• Complete appropriate safety training and certifications to perform work tasks.
• Follow property-specific procedures for handling emergencies (e.g., evacuations, medical emergencies, natural disasters).
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional, and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets by company policies and procedures.

Guest Relations

• Welcome and acknowledge every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Address guests' service needs in a professional, positive, and timely manner.
• Thank guests with genuine appreciation and provide a fond farewell.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property-specific processes (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences, and acting on them whenever possible.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Assistto individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
• Assist other employees to ensure proper coverage and prompt guest service.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the caller’s name, transferring calls to the appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Talk with and listen to other employees to effectively exchange information.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Stand, sit, or walk for an extended period or an entire work shift.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

General Food and Beverage Services

• Monitor dining rooms for seating availability, service, safety, and well-being of guests.
• Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
• Notify management of maintenance repairs issues.
• Report any employee, guest, and/or vendor incidents and accidents to management and Loss Prevention at the time of the incident and/or accident.
• Assist your and other departments when needed to ensure optimum service to guests.

Assists Management

• Communicate with guests, other employees, or departments to ensure guest needs are met.

Opening

• Check menus to ensure they are current, clean, plentiful, and wrinkle-free.

Greeting and Seating

• Thank every guest upon departure, invite them to return, and wish them a fond farewell.
• Seat guests by finding a clean, available table; pulling out chairs; placing clean/current menu in front of guests, etc.
• Guide guests through the dining rooms and provide any needed assistance.
• Move and arrange tables, chairs, and settings and organize seating for special-needs groups with minimal disturbance to other guests.
• Greet guests and determine the number at their party.
• Ensure place settings are appropriate and each guest has a napkin, clean silverware, and any other item that is part of the standard place setting.