Lead Host

Position Title: Lead Host

Department: Tropicana

FLSA Status: Non-exempt

Reports to: Outlets Manager

Prepared/Revised Date: December 2022

Position Summary

The Lead Host will be a support for the entire restaurant team throughout each service in a friendly and efficient manner. The job requires style and hospitality attributes that are key to creating a positive guest experience. They are responsible for the on-boarding and on the job training of the Host Team and have limited supervisory duties.

Essential Duties and Responsibilities

• Greet guests immediately upon arrival in a warm, friendly and professional manner to make a strong first impression.
• Answer all calls to the restaurant projecting a positive tone and welcoming attitude to our guests.
• Seating guests at the appropriate tables in an order that does not overload a particular server or a particular area of the restaurant.
• Utilize the Open Table Reservations System, including making and confirming reservations according to availability, completing daily reservation confirmation calls, and any other functions associated with reservations for the restaurant
• Follow up on large party inquiries of 10-30ppl via email, phone calls, or in-person conversations with the guest. Coordinate all details the guest is requesting for their event are communicate them to the team through calendar invites and the reservations system.
• Provide comps and voids for the team as needed.
• Organize the printing, folding, cleaning, and distribution of the various menus for the restaurant and pool.
• Maintain knowledge of all food and beverage menus, specials and ingredients, and provide updated knowledge of hotel and general local area information.
• Ensure the cleanliness of work areas and maintain a well-organized and properly stocked host desk.
• Handle all guest service needs in an immediate and professional manner.
• Develop and maintain positive communication and teamwork with all co-workers and supervisors.
• Follow all policies and procedures put forth by the Hollywood Roosevelt.
• Other duties as assigned.

Knowledge and Skills

• Use of a hands-on approach to guest service and hospitality
• Understands proper phone etiquette and communication skills
• Adept at training fellow team members with an emphasis on effective leadership

Education and Work Experience

• Previous hospitality industry experience preferred
• High school diploma or general education degree (GED)

Certificates, Licenses and Registrations

• Previous hospitality industry experience preferred
• California Food Handler’s Card or ServSafe Certification

Supervisory Responsibilities

As a leader overseeing part of our team, the Lead Host/Hostess is expected to take on minor guest recovery situations. The position requires assisting with minimal comps, voids, and promotions as well. Some responsibilities of on-boarding and on the job training of the host team will be required as well.

• Customer Service: Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. Engage guests in conversation regarding their stay, property services, and area attractions/offerings. Manages difficult or emotional
• customer situations. Responds promptly to customer needs. Responds to requests for service and assistance. Meets commitments.

• Problem Solving: Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutions. Works well in group problem solving situations and uses reason when dealing with emotional topics.

• Interpersonal Skills: Focuses on solving conflict, not blaming. Maintains confidentiality. Listens to others without interrupting. Keeps emotions under control. Remains open to ideas and tries new things.

• Communication: Speak with others using clear and professional language to ensure a positive experience for fellow employees and guests. Listens carefully and gets clarification if necessary. Able to read and interpret written information.

• Teamwork: Balances team and individual responsibilities. Exhibits objectivity and openness to team views. Gives and welcomes feedback. Contributes to building a positive team spirit. Puts success of team above own interests. Able to build morale and group commitments to goals and objectives. Supports everyone's efforts to succeed.

• Ethics: Treats fellow employees with respect. Keeps commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values.

• Professionalism: Approaches others in a tactful manner. Reacts well under pressure. Treats others with respect and consideration regardless of their status or position. Accepts responsibility for own actions. Follows all policies and procedures. .

• Productivity: Demonstrates accuracy and thoroughness. Monitors own work to ensure quality. Meets productivity standards. Completes work in timely manner. Strives to increase productivity. Works quickly, but maintains attention to detail.

• Safety and Security: Observes safety and security procedures. Reports potentially unsafe conditions. Uses equipment and materials properly. Immediately reports any injury to Supervisor/Manager and Security.

• Adaptability: Adapts to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Able to deal with frequent change, delays, or unexpected events.

• Attendance/Punctuality: Is consistently at work and on time. Follows proper procedures when calling off work. Arrives at meetings and appointments on time.

• Dependability: Follows instructions and responds to management direction. Takes responsibility for own actions. Completes tasks on time or notifies appropriate person with an alternate plan.

• Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to stand, sit, or walk for an extended period of time. The employee may frequently be required to stoop, kneel, and crouch for duration of shift (eight hours or longer). The employee will need to use hands to finger, handle, or feel; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move and/or push up to 50 pounds without assistance.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be detail oriented, possess strong organizational and time management skills and the ability to multitask. Ability to work a flexible schedule including weekdays, weekends, holiday and nights.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos.

Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Reasoning Ability and Computer Skills

Ability to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Ability to efficiently use MICROS/POS System.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to outside weather conditions, including working directly in the sun and beside a pool. The noise level in the work environment is usually loud.

Equal Opportunity Employer