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Guest Services Ambassador
2 months ago
Job Summary: We are seeking a highly skilled Guest Services professional to join our team at Martini Modern Italian. As a Guest Services Ambassador, you will be responsible for creating a positive first impression and making our guests feel welcome on the phone and in person.
Key Responsibilities:
- Exemplify genuine hospitality standards and handle requests and complaints with guest satisfaction as the priority.
- Adhere to standards of professional appearance, personal cleanliness, and proper attire, displaying confidence and a friendly disposition at all times.
- Use proper phone etiquette and follow procedure to make, cancel, or change reservations and call-ahead seating, recognizing returning guests and special occasions.
- Follow correct procedures for cash handling, carry-out orders, and gift card sales, accurately using point of sale systems.
- Greet guests, show guests to their table, and distribute menus.
- Memorize the floor plan of the restaurant.
- Communicate frequently with management on duty regarding guest flow in the front area.
- Assist management and other associates if needed or assigned, promoting teamwork and dependability.
- Exhibit punctuality and dependability.
- Know emergency procedures to the restaurant.
Competencies:
- Hospitality: Ability to respond quickly to guests' needs, meet commitments, respond to requests for service and assistance, and provide genuine hospitality.
- Teamwork: Give and welcome feedback, contribute to building a positive team spirit, put the success of the team above own interests, support everyone's efforts to succeed, exhibit objectivity and openness to others' views.
- Technical Skills: Participate in training and development opportunities, strive to continuously build knowledge and skills of the restaurant and company, share expertise with others.
- Problem Solving: Identify and resolve guest situations in a timely manner.
- Guest Services: Manage difficult or emotional guest situations (with guest satisfaction as a priority), respond promptly to guests' needs, solicit guest feedback to improve services, respond to requests for service and assistance, meet commitments, provide genuine hospitality.
- Interpersonal Skills: Keep emotions under control, remain open to others' ideas, and resolve conflict.
- Oral Communication: Speak clearly and politely in positive or negative situations, listen and get clarification, respond well to questions, participate in meetings.
- Written Communication: Able to read and interpret written information, write clearly and informatively.
- Restaurant Support: Support goals and values, strive to continuously build knowledge and skills, maintain cleanliness of the restaurant.
- Quality Management: Look for ways to improve and promote quality, demonstrate accuracy and thoroughness, monitor own work to ensure quality, apply feedback to improve performance, work quickly, ensure the restaurant exhibits great food safety and sanitation issues.
- Cost Consciousness: Contribute to profits and revenues of the restaurant, conserve organizational resources, able to accept different types of payment and make change.
- Diversity and Ethics: Show respect and sensitivity for cultural differences, promote a harassment-free environment, keep commitments, work ethically and with integrity, treat people with respect, inspire the trust of others, uphold organizational values.
- Organizational Support: Follow policies and procedures, support company goals and values.
- Judgment: Display willingness to make decisions, include appropriate people in the decision-making process, demonstrate ability to prioritize.
- Professionalism: React well under pressure, treat others with respect and consideration regardless of their status or position, approach others in a tactful manner, accept responsibility for own actions, follow through on commitments, be pleasant in demeanor, maintain confidentiality.
- Quantity/Productivity: Meet restaurant and productivity standards, complete work in a timely manner, strive to increase productivity, use time efficiently.
- Safety and Security: Observe and teach safety and security procedures, report potentially unsafe conditions, use equipment and materials properly.
- Attendance and Punctuality: Be consistently at work on time and in full uniform.
- Dependability: Follow instructions, respond to direction, take responsibility for own actions, keep commitments, complete tasks on time or notify appropriate person.
- Adaptability: Adapt to change in the work environment, able to deal with frequent change, delays, or unexpected events.
- Planning/Organizing: Use time efficiently, possess good organizational skills, able to maintain an orderly work station, restock and organize stations.
