Role: Maitre’D
Job Purpose: Provide exceptional guest service in a friendly and responsive manner. Responsible for managing all hosts during a scheduled shift. Ensure the proper flow of service by managing the seating of guests utilizing all reservation tools. Extend exceptional guest service to all internal and external guests.
Reports to: GM (other FOH managers during scheduled shifts)
Supervises: Host team during scheduled shifts
Service – Accountable for ensuring the proper flow of service by managing the host team in seating of guests while providing exceptional guest service and exceeding expectations
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Follow steps of service to provide a quality guest dining experience
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Managing the host team in maintenance of the reservation book during a shift to ensure the proper flow of service
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Ensure a professional and friendly communication style with all guests during service, on the phone, or during email communication
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Lead the host team in properly assessing wait times and menu counts
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Responsible for creating an organized and inviting host stand and coat check area
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Daily review and management of guest notes on OpenTable (i.e. seating preferences, special occasions, allergies, specialty menus)
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Managing day-to-day OpenTable systems to achieve maximum potential of the restaurant
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Manage the proper flow of service, regarding servers and the kitchen
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Coach host team members in the moment to further develop and sharpen their hospitality skills
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Delegate ongoing sidework to host team (i.e. bathroom checks, voicemails)
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Lead daily pre-shift meeting with BOH and FOH management
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Ring all to-go food and beverage items and properly handle payments with 100% accuracy
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Always follow proper sanitation practices
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Responsible for assigning and completing all opening, mid-shift, and closing procedures in a timely manner
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Maintain host team daily checklist and duties sheet
Hospitality – Uphold the highest standards of hospitality while always trying to exceed guest expectations
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Maintain a basic menu knowledge to enhance guest experience
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Engage in professional and friendly communication with all guests ensuring all expectations are exceeded
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Display a sense of urgency to maintain the proper flow of service
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Responsible for meeting strict adherence to guest's allergy requests
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Responsible for being a BRG ambassador by being flexible, proactive, and displaying a professional appearance at all times
Collaboration – Act as a partner in daily operations with the whole FOH team in exceeding guest's expectations
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Maintain an open line of communication with FOH and BOH management staff during all service shifts
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Maintain an open line of communication with managers regarding ordering; repair and maintenance needs; and safety issues
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Assist FOH team members in guest service, cleaning, and organization as needed
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Follow directions of both FOH and BOH managers
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Display the ability to constructively receive on-the-job coaching
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Be a pro-active problem solver by thoughtfully identifying issues and communicating them to your manager
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Assist FOH managers in achieving higher levels of customized guest experiences
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Identify growth opportunities among team, and collaborate with management to support skill development in host team members
Skills/Qualifications: Prior restaurant experience; maintain all required health, sanitation, and alcohol service certificates; ability to work in fast-paced environment; interpersonal skills
Physical Requirements:
- Lift and move up to 10 pounds, frequently lift and/or move up to 25 pounds; and occasionally lift and/or move up to 50 pounds
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Safely and effectively use all necessary tools, equipment, and cleaning chemicals
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Stand and walk for an entire shift, including moving safely through all areas of the restaurant which may include stairs, uneven, and/or slick surfaces
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Ability to bear exposure to hot and cold environments
