JOB SUMMARY
The Matre d'htel is responsible for ensuring the smooth functioning of the reservations and front desk departments of the restaurant. This position is responsible for planning seating in order to maximize revenue and guest satisfaction, without overloading the kitchen or wait staff.
The Matre d'htel must recognize VIP guests and critics and seek to increase the mailing list. This staff member must maintain communication between the reservations / front desk staff and the rest of the restaurant, while also overseeing all wait staff, including captains, assistant captains, Bartenders, lounge servers, runners, and bussers.
Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time.
JOB SPECIFIC TASKS
Safety and Security
- Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
- Report work related accidents, or other injuries immediately upon occurrence to manager / supervisor.
- Identify and correct unsafe work procedures or conditions and / or report them to management and security / safety personnel.
- Complete appropriate safety training and certifications to perform work tasks.
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
- Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
Policies and Procedures
Protect the privacy and security of guests and coworkers.Maintain confidentiality of proprietary materials and information.Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.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.Perform other reasonable job duties as requested by Supervisors.Guest Relations
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.Engage guests in conversation regarding their stay, property services, and area attractions / offerings.Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.Address guests' service needs in a professional, positive, and timely manner.Thank guests with genuine appreciation and provide a fond farewell.Provide assistance to 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).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.Assist other employees to ensure proper coverage and prompt guest service.Communication
Speak to guests and co-workers using clear, appropriate and professional language.Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.Provide assistance to coworkers, ensuring they understand their tasks.Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person / department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.Working with Others
Support all co-workers and treat them with dignity and respect.Handle sensitive issues with employees and / or guests with tact, respect, diplomacy, and confidentiality.Develop and maintain positive and productive working relationships with other employees and departments.Quality Assurance / Quality Improvement
Comply with quality assurance expectations and standards.Physical Tasks
Stand, sit, or walk for an extended period of time or for an entire work shift.Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance.General Food and Beverage Services
Follow property key policies, including checking out and returning keys to appropriate departments.Follow appropriate procedures for serving alcohol (e.g., TIPs (Training for Intervention Procedures), CARE (Control Alcohol Risks Effectively)).Ensure that coolers, freezers, bread drawers, and steamwells (e.g., gravy, soup) are set at the correct temperatures and labeled, and record equipment and food temperatures on HACCP chart.Complete scheduled inventories (e.g., opening inventory) of supplies, food, and liquor to check stock and requisition necessary supplies.Report any employee, guest, and / or vendor incidents and accidents to management and Loss Prevention at the time of the incident and / or accident.Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen.Monitor dining rooms for seating availability, service, safety, and well being of guests.Document any and all guest and employee incidents / accidents for management follow up.Notify management of maintenance repairs issues.Assists Management
Communicate with guests, other employees, or departments to ensure guest needs are met.Update MICROS system menus as required.Conduct meetings with Servers and review information pertinent to set-up and service, and coordinate service.Greeting and Seating
Thank every guest upon departure, invite them to return, and wish them a fond farewell.Closing
Secure liquors, beers, wines, coolers, cabinets, and storage areas.Complete bottle transfer slips and distribute accurately.Track most saleable items to give feedback to management.Check with captain or supervisor before leaving at end of shift.Steps of Service
Retrieve alcoholic beverages from bar and serve to guest in accordance with the company standards and local laws.Serve food courses to guests, following QA audit standards (e.g., serving from the right, ladies first, unobtrusive service).Check in with guests to ensure satisfaction with each food course and / or beverages.Take and record guest orders using position points for beverages and food, utilizing suggestive / up-selling techniques.Wine / Sommelier
Update and maintain wine list and MICROS system.Attend wine tastings and training to continue self education and development.Answer guest questions or concerns regarding the origin, vintage, and style of various wines.Decant wines appropriately to the wine type.Issue, open, and serve wine / champagne bottles, ensuring guest satisfaction.Monitor inventory of wine cellar, ensuring appropriate quality and amounts of wine, proper storage and disposal of wines, and replenishing cellar as needed.Train and educate server and bartender staff on wine origin, vintage, styles, and pairings.Pair and suggest wines that will best complement each particular food menu item.Conduct vintage and BIN number checks.Request new wines and products to complement existing menu selections.Conduct staff wine tastings per company SOP and applicable laws.Conduct period inventories to ensure percentage cost is at or below budgeted levels.Order and conduct inventory of specialty wine equipment and glassware.Create and update wine lists for outlets or restaurants.Design and implement wine promotions and incentive programs.Meet with wine distributors, wineries, and purveyors to stay abreast of latest products and ensure positive vendor relationships.Bartending
Follow all state and local laws for serving alcohol responsibly (e.g., last call times).Document and communicate any incidents / accidents immediately to management and Loss Prevention during shift or event.Maintain accurate spill sheet.Check quality and set up designated bar stock and supplies by using checklist.CRITICAL COMPETENCIES
Interpersonal Skills
Interpersonal SkillsTeam WorkCustomer Service OrientationCommunications
English Language ProficiencyPersonal Attributes
IntegrityDependabilityPresentationPhysical Abilities
Sense of SmellWineCANDIDATE PROFILE
Education
Technical, Trade, or Vocational School Degree
Related Work Experience
At least 4 years of related work experience
Supervisory Experience
No supervisory experience is required
Receipt of the job description does not imply nor create a promise of employment, nor an employment contract of any kind, and that my employment is at-will. This job description provides a general summary of the position from time to time the duties and responsibilities of this position may be amended, corrected or added to at the discretion of the Administration / Management. The hotel business functions seven days a week, 24 hours a day, all associates must realize this fact and be aware that at times it may be necessary to move associates from their accustomed shifts according to business demands. In addition, it is understood that the levels of business determine the amount of hours that are scheduled.
I have read and agreed to the terms specified in this job description for the position I presently hold. A signed copy of this description will be kept in my personal record. I further understand that this job description may be revised at any time and that I will be provided with a revised copy.
