Lead Host / Hostess

Awarded the Great Place to Work Certificate in 2024

General Description of Work

With delegated authority, reporting to the Director of Restaurant Operations, General Manager, and Restaurant Manager, the Lead Host/Hostess is responsible for…

Essential Function:

• Understand completely all policies, procedures, standards, specifications, guidelines and training programs.
• Proper phone etiquette
• Schedule labor to maximize efficiency
• Calls guest by name when speaking to them over the phone.
• Always asks email address via phone when taking reservation.
• When taking reservation, asks if special occasion.
• Assist Restaurant Manager as needed.
• Respond to all Yelp, OpenTable, TripAdvisor, and other review sites.
• Manage all aspects of Host / Hostess & Reservations Departments.
• When assisting as a Host / Hostess warmly and graciously greet all guests upon arrival.
• When assisting as a Host / Hostess when possible, open the front door for guests entering or leaving the restaurant.
• When assisting as a Host / Hostess when immediate seating is limited, record guest names and number of people in party.
• When assisting as a Host / Hostess provide guests with estimated waiting time.
• When assisting as a Host / Hostess accommodate special seating requests for guests whenever possible.
• When assisting as a Host / Hostess seat guest guests based on guest preferences and balancing of customer flow in service stations.
• When assisting as a Host / Hostess upon seating, offer guests a menu and inform them of their server’s name. Inspect table for proper presentation and completeness.
• Thank guests as they leave and invite them to return.
• Continually strive to develop your staff in all areas of managerial and professional development.
• Prepare all required paperwork, including forms, reports and schedules in an organized and timely manner.

Competencies:

• Interpersonal Skills - Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

• Proficient in Excel, Word, OpenTable preferred
• Up to 1 year experience in similar capacity

Language Skills:

• Ability to read, speak and interpret documents in clear English.
• Must be able to communicate clearly with managers, kitchen and dining room personnel and guests.

Physical Ability

• Be able to work in a standing position for long periods of time (up to 10 hours).
• Must have exceptional grooming habits.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.