Host Merchant Madison, WI Job Details Part-time $16 - $22 an hour 9 hours ago Benefits Employee discount Qualifications Teamwork Greeting customers Host/hostess experience OpenTable Venue guest services Full Job Description Role Purpose The Host creates the first and final impression of Merchant. As the most welcoming and accommodating presence in the restaurant, the Host warmly greets every guest, anticipates their needs, and helps begin each experience on a positive note. The Host manages reservations, walk-ins, and the timely flow of seating while communicating clearly with guests, servers, and managers. Every interaction should feel warm, genuine, professional, and centered around the guest. Guest Experience Warmly acknowledge arriving guests (ideally within 15 seconds) even when unable to assist them immediately. Remain attentive and oriented toward the guest, making reasonable accommodations whenever possible. Never avoid or ignore a waiting guest; make eye contact, smile, and let them know they will be assisted shortly. Provide polite, professional, and courteous service in person and over the phone. Use positive, guest-focused language when discussing wait times, policies, seating options, or limitations. Provide accurate information about Merchant's location, hours, parking options, menus, promotions, and programming. Help guests understand reservation policies, grace periods, cancellation policies, and seating options in a clear and accommodating manner. Promptly address guest concerns and involve the Manager on Duty when additional assistance is needed. Personally guide guests to their tables and communicate relevant guest information to the appropriate server. Help every guest feel seen, cared for, and welcome throughout their experience. Reservations, Seating, and OpenTable Develop a proficient understanding of OpenTable and Merchant's reservation and walk-in policies. Accurately create, confirm, update, move, cancel, and document reservations. Maintain accurate reservation notes, including confirmations, special occasions, allergies, seating requests, and other relevant guest information. Manage reservation statuses, waitlist communication, table progress, and guest messaging in OpenTable. Accurately quote wait times and communicate changes or delays with care. Understand when reservations can be accepted and how to space bookings to support successful service. Follow the floor plan, server sections, and seating flow when seating reservations and walk-ins. Maintain working knowledge of table numbers, seat numbers, the seating chart, and all available seating areas. Clearly explain indoor, outdoor, dining-room, bar, high-top, communal, and other seating options. Make reasonable efforts to accommodate seating requests while protecting reservation timing, table availability, server sections, and the overall flow of service. Understand Merchant's policies for large parties, late arrivals, cancellations, no-shows, and applicable fees. Recognize when a guest request or reservation concern requires assistance from the Manager on Duty. Floor Operations and Support Prioritize welcoming and assisting guests at the door while remaining aware of reservations, waitlists, phone calls, table readiness, and dining-room needs. Answer the restaurant phone warmly and professionally, place callers on hold appropriately, and involve the Manager on Duty when needed. Participate in pre-shift meetings and remain informed about the day's Need-to-Know information. Help prepare the dining room for service by setting, bussing, cleaning, and promptly resetting tables. Alert the appropriate server whenever a table has been seated. Assist with water service, table maintenance, and other floor needs when appropriate. Maintain a clean, organized, and welcoming host stand and entrance. During slower moments, check guest-facing areas—including restrooms—and help maintain their cleanliness and readiness. Use the restaurant's POS software and facilitate to-go orders through approved systems as assigned. Complete all assigned opening, running, and closing duties using the approved checklists. Menu and Restaurant Knowledge Maintain working knowledge of Merchant's menus, ingredients, flavor profiles, hours, promotions, and programming. Clearly communicate current specials and answer common guest questions. Know when to answer a question directly and when to involve a server, bartender, kitchen team member, or manager. Never guess when answering questions about allergies or dietary restrictions; involve the appropriate team member when needed. Professional Standards Be warm, genuine, confident, and approachable in all guest and team interactions. Demonstrate professionalism, accountability, and respect while contributing positively to Merchant's workplace culture. Follow direction from managers and designated leaders, remaining actively engaged in assigned responsibilities while on the clock. Perform duties with appropriate urgency, efficiency, and attention to Merchant's service and operational standards. Take initiative by identifying opportunities to assist guests and teammates without waiting to be asked. Remain calm, positive, and accommodating during busy or challenging moments. Communicate clearly, professionally, and promptly regarding questions, concerns, scheduling, and operational needs. Support fellow team members during service and contribute to a reliable, trustworthy, and collaborative workplace. Receive coaching and feedback professionally and apply it to improve performance. Maintain consistent attendance and punctuality, arriving clean, neat, prepared, and in compliance with Merchant's dress code. Maintain high standards of personal hygiene and workplace cleanliness. Follow all company policies, safety procedures, and applicable health regulations. Embody the mission and values of Merchant and Rule No. One Hospitality through caring, inclusive, respectful, and authentic behavior. Essential Physical Requirements By accepting this position, the employee acknowledges that they are able to perform the essential physical functions of the role, with or without reasonable accommodation. These functions include regularly lifting, carrying, pushing, and/or moving items weighing up to 50 pounds, including while going up and down stairs safely. Reporting and Training Oversight The Host reports to the Manager on Duty and the applicable members of Merchant's leadership/management team. The Assistant General Manager provides final oversight in determining when a Host trainee has completed training and is ready to be scheduled independently. About Merchant and Rule No. One Hospitality Since 2010, Merchant has been an energetic industrial-chic cafe, craft cocktail bar and late night destination specializing in no-nonsense, affordable fare and drink steeped in old school culture and soul. Merchant is managed by Rule No. One Hospitality Group, a mission-driven hospitality company dedicated to creating spaces where people can celebrate and treat one another—and themselves—well. Our work is guided by inclusivity, humility, effective collaboration, respect and justice, health and well-being, positivity, and a love of food and community.

Pay Rate:

$16-22/hr, inclusive of tip-out Merchant is an equal opportunity employer, with a mission to support women, Black, LGBTQ+ applicants. As an organization, we support a minimum wage of $16/hour.

Pay:

$16.00 - $22.00 per hour

Benefits:

Employee discount

Work Location:

In person