POSITION SUMMARY:
Delight guests by warmly welcoming them on arrival. Manage the efficient and timely seating of our guests to a table that best serves their wishes.
ESSENTIAL PROFESSIONAL FUNCTIONS:
- Warmly and graciously greet all guests upon arrival.
- When immediate seating is limited, record guest names and number of people in party.
- Provide guests with estimated waiting time.
- Personally inform guests when tables become available.
- Accommodate special seating requests for guests whenever possible.
- Seat guests based on guest preferences and balancing of customer flow in service stations.
- Upon seating, present menus and inspect the table for proper presentation and completeness.
- Relay messages to servers as needed.
- Thank guests as they leave and invite them to return.
- Answer phones in a pleasant manner.
- Inspect and clean all menus at the beginning of the shift.
- Clean common areas of the restaurant, paying special attention to cob webs and dust.
- Assist with pre-bussing, bussing, and cleaning of tables when service staff needs help.
RESULTS UPON WHICH PERFORMANCE IS EVALUATED:
- Guests are acknowledged warmly within thirty seconds of entering the restaurant.
- Quote times are five to ten minutes longer than actual wait times.
- Keeps guests informed of the status of their wait; manages the wait.
- Guests are thanked warmly as they leave the restaurant.
- Guests always receive clean menus.
- Answers the phone by the third ring; identifies himself/herself to caller.
- Regularly attends training seminars.
- Stories of legendary guest service abound.
- Contributions are recognized by co-workers on peer appraisals.
- Restaurant reception and dining areas are always neat and clean.
- Guests have enjoyable dining experiences as measured by repeat patronage of 80-85%.
- Resolves guest problems (in favor of the guest) immediately.
- Knowledgeable on menu items, drinks and wines.
- Knows and greats regular guests by name.
- Guests make unsolicited comments on the cleanliness of the restrooms.
