SUMMARY
The Guest Services Supervisor main functions are to assist in overseeing the overall Host operation of the restaurant, as the entire host team are the brand ambassadors of the company and the first face the guests see as they walk into 1000 NORTH. The Guest Services Supervisor’s responsibilities include, but are not limited to, ensuring each and every guest feels welcome, communicating between the host team and management, proper transfers between OpenTable Connect and OpenTable Guest Center, helping manage the flow of reservations for the restaurant and staff, performance management, and assisting with guest and employee conflict resolution.
DUTIES AND RESPONSIBILITIES
The primary duties and responsibilities include, but are not limited to the following
§ Welcome each guest and open the door as they enter the restaurant
§ Manage and oversee the incoming calls and guest inquiries
§ Observe tables and keep track of clean, dirty, and occupied tables
§ Clean, organize and stock menus at the host stand
§ Maintain organization and cleanliness of the closet, entrance and waiting area
§ Implements and maintains all Notes systems within OpenTable
§ Possess knowledge of the restaurant operations (hours, location, general information, table numbers)
§ Possess detailed knowledge of the membership program and members, member’s spouses, family members
§ Communicate with servers and managers to ensure smooth transition of tables and even distribution of guests throughout the restaurant
§ Interact with guests when they come in and as they leave the restaurant to ensure a positive dining experience
§ Leads the team during service during peak business hours
§ Delegates daily duties to the rest of the host team and is in constant communication with the MOD throughout the shift
§ Informs team of VIPs, Owners, and Celebrities
§ Oversees and manages Open Table
§ Monitor cuts, hours, overtime, tardiness, absenteeism, and shift breaks on a daily basis
§ Works with Lead Host on the host training program (training schedules, orientation, exams, materials, testing logs)
§ Implements updated and continuous training materials
§ Complete Performance Evaluations and conduct evaluation meetings with a manager witness/employee
§ Drive sales through exceptional and consistent service and genuine hospitality
§ Ensure the Host department is staffed and conduct initial interviews
§ Provide support and develop the host team such as improving one’s job knowledge, providing clear expectations and overall performance
§ Observe and identify performance issues and correct in a timely fashion; provide feedback immediately. Notify the Direct Supervisor as needed and assist with performance improvement strategies
§ Promote teamwork and interact with employees in a fair and professional manner
§ Follow-up with employees to ensure tasks are completed
§ Conduct monthly menu inventory
§ Maintain and manage the Lost and Found
§ Document all issues and present them to the Direct Supervisor/Human Resources
§ Collaborate with the Direct Supervisor/Human Resources for all Verbal and Written Warnings
§ Required to seek approval for all recruitment and terminations from Direct Supervisor/Human Resources
§ Maintenance and cleanliness of the podium and restrooms
§ Maintain communication regarding Members and report concerns to the Concierge/Membership department
§ Constantly strive to provide guest satisfaction through training of staff, development of new ideas, concepts, systems and procedures, customer service techniques
§ Maintain knowledge and practice the company’s mission and vision, policies and procedures, and employee handbook
§ Is a role model for the entire host team in all aspects including uniform and grooming standards
§ Maintains guest supplies including readers, pashminas and lost and found items
§ Conduct daily-pre-shift meetings to be used to motivate and educate the team; create pre-shift sheet for days off
§ Lead the Host meetings
§ Communicate all host related issues, concerns and innovations with the Direct Supervisor
§ Create and maintain a positive, safe and healthy work environment
§ Be a role model and lead by example in terms of professionalism, positive attitude, taking initiative, work ethic, work performance, etc.
§ Working knowledge of the menu; food and beverages
§ Anticipate guest’s needs and offer assistance before the guest’s request for it
§ Maintain a professional, positive, pleasant, attitude in the workplace, keeping confidentiality at the forefront regarding members, as well as reminding the team as needed
§ Provide exceptional guest service through clear communication, highest level of service and professionalism
§ The Guest Services Supervisor role is not limited to the position title or job description, lateral service in any area is expected when needed and where can be contributed to the success of 1000 NORTH
§ Other duties as assigned
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, ability and/or availability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
§ Experience/Training: Must possess working knowledge of food and beverage menu and specifications, prior restaurant experience; preferably as a Host/Maitre’d
§ Language Ability: Excellent verbal and written communication skills and reading skills; people and hospitality orientation
§ Math Ability: Basic mathematical skills
§ Technological Skills: Proficient in POS, Microsoft Office, Outlook, OpenTable
§ Availability: Work various shifts, weekends, events, and holidays
Work Environment: Walk, bend, climb, stand, lift, carry, stoop, and wipe; may remain stationary for long periods of time; be able to lift up to 50 lbs, frequent washing of the hands
Pay: From $25.00 per hour
Benefits:
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Work Location: In person
