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Guest Relations Coordinator

2 months ago

New York, New York, United States Charlie Bird Full time

A Host at Charlie Bird plays a crucial role in bridging the gap between guests and the Manager on Duty, ensuring a warm and inviting atmosphere for all patrons. This position serves as the connection point between the entrance, management, and kitchen, requiring exceptional guest recognition abilities and proficiency in our reservations system, Resy, in accordance with Charlie Bird's standards.


Key Relationships

Collaborating closely with the Front of House Managers and team to deliver a seamless entry experience for every guest.

Charlie Bird & DHG Policies and Guidelines

  • Arrive punctually and prepared for all scheduled shifts, adhering to the established dress code.
  • Accurately clock in and out for each shift and break, utilizing time and attendance systems effectively.
  • Comply with all policies and guidelines set forth by Charlie Bird and Delicious Hospitality Group (DHG).

Guest Experience

  • Maintain a thorough understanding of front door protocols, executing them with efficiency and poise while upholding a sense of urgency throughout service.
  • Manage and respond to reservation and prepayment inquiries through CB Info accounts.
  • Promptly acknowledge and address all requests via reservation communication channels.

Front Door & Table Service

  • Anticipate guest needs from the outset of their dining experience, fostering strong relationships and encouraging repeat visits. Create a hospitable environment for guests upon arrival and departure.
  • Initiate beverage service at tables, provide sparkling or still water, and take initial drink orders.
  • Facilitate table turnover by assisting the support team with clearing dishes and setting up for the next guests.
  • Drive revenue by efficiently managing the reservation book and balancing walk-in guests.
  • Recognize regular patrons and VIPs, noting special occasions and important reservation requests.
  • Ensure continuous communication with staff and management throughout service to provide optimal guest service and support.
  • Demonstrate speed and accuracy when utilizing the Resy platform during service.
  • Provide accurate updates on table status and assist in managing the waitlist.
  • Responsible for distributing service tickets effectively.
  • Consistently complete all assigned side work.
  • Maintain an organized coat check area, setting teammates up for success for the following day.

Menu Knowledge

  • Possess a strong understanding of the menu and be able to answer questions regarding hours of operation, restaurant history, and basic information about DHG and its sister establishments.

Qualifications/Skills

  • Prior experience as a Host in a high-volume dining establishment with standards similar to those of Charlie Bird.
  • Familiarity with either Open Table or Resy reservation platforms.
  • Experience with Google Suite applications.
  • Excellent communication skills to effectively engage with guests and colleagues.
  • Ability to multitask efficiently.
  • Strong knowledge of applicable NYC Department of Health standards.
  • Previous experience in the restaurant industry is preferred.

For more information about Charlie Bird, part of Delicious Hospitality Group, please visit our website.