What are the responsibilities and job description for the Host Supervisor position at The Colony Palm Beach?
Job Details
Description
Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting-- U.S. Presidents, European Royalty and welcoming travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean.
For more information visit http://thecolonypalmbeach.com
The Colony Palm Beach is an Equal Opportunity Employer and a Drug Free Work Place.
JOB OVERVIEW:
The Host Supervisor greets guests, manages reservations, and ensures a positive dining experience. They maintain the seating chart, monitor the restaurant's activity, and strategically manage table reservations to enhance the seating experience. They should possess excellent interpersonal skills, attention to detail, effective communication, and a passion for delivering exceptional service.
ESSENTIAL JOB FUNCTIONS:
- Create a great first impression of the restaurant by providing a remarkable experience for customers at the host stand and waiting areas.
- Consistently provide friendly, engaging and anticipatory guest service and heartfelt hospitality.
- Review the reservation list and coordinate with Managers to anticipate guest flow, peak times, and requirements associated with special events.
- Assist in creating station assignments for Servers and Bussers.
- Complete opening, and closing duties in a timely manner following established standards and procedures.
- Assist the Manager in planning reservations and assigning parties to appropriate sections and/or servers.
- Record and confirm reservations and guest preferences accurately in the RESY system to anticipate and allocate their needs and preferences.
- Manages difficult or emotional customer situations; Responds promptly to customer needs
- Acknowledge and greet arriving guests; invite departing guests to return.
- Identify and acknowledge repeat guests.
- Use guest’s name at every opportunity.
- Escort guests to assigned table; present menus.
- Have a thorough knowledge of menus and current specials
- Communicate with manager if wait times are running over quoted times to guests.
- Maintain the safety, cleanliness and organization of the host stand and lobby/foyer area.
- Assist with pre-shift meeting/line-ups with staff and review all information pertinent to the day's business.
- Inspect grooming and attire of staff; rectify any deficiencies.
- Inspect outlet set-ups; check for cleanliness, neatness and agreement to departmental standards; rectify deficiencies with respective personnel.
- Anticipate guests' needs, respond promptly and acknowledge all guests. Promote positive guest relations at all times.
- Be familiar with all hotel services/features and local attractions/activities to respond accurately to any guest inquiry.
- Monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
- Develop and update training materials and manuals to reflect best practices and new procedures.
- Ensure the team is trained to handle special requests (e.g., dietary restrictions, celebrations) and communicate these to relevant staff.
- Oversee restaurant reservation agent’s day to day duties.
- Monitor and evaluate the performance of reservation agents, providing feedback and coaching as needed.
- Encourage agents to offer personalized recommendations to guests based on their preferences and past dining experiences.
- Ensure compliance with company policies, including cancellation policies and reservation procedures.
- Work with restaurant management to align reservation strategies with dining room capacity and special events.
- Facilitate clear communication between the reservation team and other restaurant departments, such as kitchen and front-of-house staff, to ensure seamless service.
- Cross-training within the team so reservation agents can assist with other roles during busy times.
Qualifications
QUALIFICATIONS:
Education/Experience Requirements:
- High school diploma or equivalent.
- 3 years of Hospitality Experience or hosting experience in a fine dining/upscale restaurant/hotel.
- 1 years of Restaurant Management Skills supervising a team
- Excellent guest service skills and passion for hospitality.
- Exhibit an enthusiasm for the business
- Ability to read, write, speak, understand, and communicate in English.
- Ability to communicate professionally and respectfully with guests and co-workers.
- Ability to compute basic mathematical calculations.
- Ability to work well under pressure.
- Strong team-work orientation, well organized, ability to follow instructions.
- Detail-oriented and thorough.
- Strong interpersonal and problem-solving abilities
- Ability to perform consistent work to the hotel’s high standards.
- Must be able to work weekends and holidays as needed.
- Ability to maintain personal hygiene.
- Ability to work quickly and efficiently.
- Ability to focus attention on guest needs, remaining calm and courteous at all times.
- Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions;
Desirable:
1) Previous experience with Open table / or Resy and Food & Beverage POS systems.
2) Previous luxury guest service/Forbes training.
3) Fluent in a secondary language.
Skills:
1) Ability to input and access data in a reservations system.
2) Ability to promote positive relations with all guests.
3) Ability to think clearly and quickly, maintain concentration, and make concise decisions.
4) Ability to learn and remember guests’ names and preferences.
5) Ability to follow verbal and written instructions.
6) Ability to maintain the hotel's standards, policies, and procedures.
7) Ability to work in a restaurant environment.
8) Ability to maintain regular attendance, be consistently on time, and observe work, break, and meal periods in compliance with standards.
9) Ability to perform job functions with attention to detail, speed and accuracy.
10) Excellent time management skills.
11) Ability to work cohesively with other departments and co-workers as part of a team.
12) Ability to work in a high pace environment.
13) Have a complete knowledge of standards of service
14) Work harmoniously and professionally with co-workers and supervisors
ESSENTIAL PHYSICAL REQUIREMENTS
- Lift and/or move up to approximately 50 pounds frequently
- Bending/stooping/kneeling required – frequently
- Routine standing for duration of shift
