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Job Description
HOST/ESS OVERVIEW
It is the responsibility of a host/ess to create a positive first impression and to make our guests feel welcomed, on the phone or in person. The host/ess controls the seating of guests in the dining room to assure quality of service and guest satisfaction, and to maximize sales opportunities.
SPECIFIC RESPONSIBILITIES
Exemplifying hospitality standards, practicing "name magic", handling requests and complaints with guest satisfaction as priority. Adhering to standards of personal cleanliness and professional appearance. Displaying attentive posture and confident, cordial disposition. Cooperating with management and co-workers, assisting others with duties if needed, communicating suggestions for improvement in a positive fashion, contributing to sales meetings. Exhibiting punctuality, dependability, and, if the need arises, willingness to work non-scheduled shifts. Performing designated set-up and housekeeping duties in efficient, timely manner: a. Maintaining organization of front desk, preparing station chart and assignments,reservation sheets, and menus. b. Maintaining restaurant cleanliness—windows, foyer area, floors, and rest rooms. Using proper telephone etiquette and techniques: utilizing "hold" function effectively, taking complete messages, following reservation policies, referring inquiries to appropriate manager, projecting a sense of happiness at receiving each call. Functioning as an information center, demonstrating knowledge of product, service system, hours of operation, large party procedures, events, application procedures, gift certificates, directions, and local area information.
Performing greeting function competently:
planning strategy for keeping dining room full, distributing seating effectively with guest satisfaction as priority, forecasting waiting time accurately, using proper paging technique, projecting a sense of calm and control at the front desk.
Performing seating function competently:
leading guests to correct table, following proper route, carrying guests' cocktails, maintaining a comfortable pace, pulling out chairs, handing menus to guests, conveying "welcome", and conducting table checks and hot plate counts efficiently. Coordinating efforts with other service personnel to maximize efficiency, consolidating steps, and performing duties without appearing rushed. Verifying server cash reports, maintaining security, handling cash responsibly, and maintaining check control. Knowing emergency procedures for the restaurant. Completing other duties as assigned by supervisor.
