Hospitality Lead- SuViche Doral

Summary of Position:                                                                           

The Hospitality Lead plays a key role in driving revenue and enhancing guest experiences by providing exceptional service, building lasting relationships, and acting as an ambassador for our restaurant brand and company. This role is integral to increasing revenue through strategic guest engagement, personalized service, and a deep knowledge of our offerings.

Duties & Responsibilities:                                                           

• Supports the guest greeting process, ensuring warm and sincere welcomes and farewells. Uphold the ‘10/5’ rule and assist with seating arrangements during peak times. Address guest inquiries promptly and courteously. When necessary, oversee restaurant seating/aid hosts in handling seating during periods of high volume.
• Be the incremental sales leader in the restaurant. Able to move between all guest areas, the Hospitality Lead will support the service team by engaging the sales and service opportunities often missed by busy servers and bartenders—i.e. describing and suggesting LTOs, inquiring after second rounds, suggesting wine to compliment the meal service, enticing guests with delicious dessert descriptions, etc.
• Reinforce steps of service on the floor to ensure guest experiences are optimal.
• Build lasting relationships with guests by engaging with them on a personal level. Gather insights on their preferences, visit frequency, and feedback to foster repeat business and loyalty.
• Maintain our Reservation Platform up to date with accurate guest information.
• Know what we offer [catering, private dining, brunch, LTOs, seasonal and specialty menus, etc.] and use this knowledge to inform our guests and create opportunities for future visits and business.
• Support each guest visit to the greatest extent possible while using personal engagement and relationship building to drive the guest’s next visit.
• Collect complete contact information from at least three separate guests/guest groups per shift.
• Ensure guest satisfaction, working with restaurant management to address, solve, and successfully recover any missteps/guest concerns.
• Work closely with Marketing Department to stay informed of events and promotions and deliver guest feedback.
• Work closely with Catering and Private event teams to turn guest introductions into relationships and ensure leads captured as a result of guest engagement are closed as events.
• Help management team lead and train server team to increment revenue and improve service.

Qualifications:                  

• Previous hospitality/retail experience helpful, but not required.
• Must be possessed of warm, sincere hospitality. This role may be seen primarily as a “sales job”, but whatever we sell [whether a wedding reception or a second cocktail] must benefit, delight, and fit the needs of our guests to achieve long-term and lasting success.
• A strong sales acumen is essential. The ideal candidate is motivated by achieving sales targets, with a proven ability to upsell and cross-sell in a hospitality environment.
• Must be outgoing and able to “break the ice” and enthusiastically communicate with strangers.
• Must successfully complete server and host training and be able to execute all aspects of those roles when called upon.
• Must be able to maintain a fast pace for long periods of time
• Be able to work in a standing position for long periods of time.
• Be able to reach, bend, stoop and frequently lift 50 pounds.
• Be able to communicate clearly and effectively in the predominant language(s) of our guests.
• Must have exceptional grooming habits.