Host/Hostess

A Host/Hostess presents a positive first impression of the establishment's friendliness, excellent service and high standards. The Host/Hostess also greet Guests upon arrival, inform Guests of their wait time, monitor a waiting list, enter Guest names into the computer system, show Guests to their table and bid Guests farewell as they leave. A Host/Hostess must be able to carry natural conversation with Guests without sounding scripted or intrusive. Additionally, the role cares for our Guests by refilling beverages and performs light housekeeping duties such as cleaning glasses and menus and ensures restrooms are clean, stocked and orderly. As a member of an energetic team, the Host/Hostess may also need to answer the phones and fill to-go orders when needed.

TASKS AND RESPONSABILITIES

• Welcome guests and be the  brand ambassador; manage guests’ requests and complaints in line with our service culture
• Greet incoming and departing Guests warmly with a genuine smile and eye contact; escort them to assigned dining area; present menus; announce waiter's name
• Use visual cues to seat Guests in either the bar or dining area depending on their preference
• Inform Guest of current promotion and who will be serving them to ensure a smooth handoff to the service staff
• Answer incoming calls to the restaurant and provide appropriate service
• Manage the flow of Guests into the Dining and Bar areas, provide accurate wait times to incoming Guests if appropriate
• Attend to special Guest needs and requests
• Observant to Guests' needs throughout dining experience to ensure they receive high quality service (i.e. notice a drink refill is needed while seating another Guest and ensuring the drink is refilled prior to getting back to the door).
• Protect establishment and patrons by adhering to sanitation, safety and alcohol control policies
• Help dining room staff by setting and clearing tables; replenishing water; serving beverages
• Issue dining charges by verifying orders; calculating taxes; totaling bill for to-go orders
• Receive payments by validating credit charges; approving checks; accepting currency; calculating and issuing change for ToGo orders
• Reconcile cash drawer by proving cash transactions; listing checks and credit card charges for to-go orders
• Support for new Bonvoy enrollment
• Contribute to team effort by accomplishing related results as needed
• Follow Standard Operating Procedures and brand identity guidelines
• Comply with all health, safety and hygiene standards and policies.
• Balance the cash register at the start and close of each shift.

COMPETENCIES AND SKILLS

• Possess a good command of English and Italian.
• Great storytelling skills.
• An excellent verbal manner and proven customer service skills.
• Good knowledge or experience in the hospitality industry.
• Good organization skills with an attention to detail.
• A team Player with flexible & positive attitude.
• Good leadership and training experience.
• Passion for the hospitality industry & F&B
• Able to work in a fast paced environment & remain calm under pressure.
• Be able to demonstrate experience in complaint handling.
• Availability to work on shifts, weekends and bank holiday as we operate 365 days a year.