Host/Hostess - Sessions Lobby

The Host/Hostess is responsible for providing prompt and courteous service to restaurant guests, including taking reservations, managing guest lists, managing special events, greeting and seating guests, and accommodating special requests.  As a first point of contact, this position is instrumental in creating a friendly yet professional environment. The Host/Hostess sets the guest at ease while preparing them to enjoy a fantastic experience.  Always in complete control of the hostess stand knowing when they will seat the next 4 tables to arrive.  Never shopping for tables or leading the guest throughout the dining room without a specific destination in mind. The guest should feel that their assigned table was in fact meant for only them and no one else.  The Host/Hostess must continually seek opportunities to create memories by anticipating the guest’s needs, exceeding their expectations, and promoting a feeling of confidence and trust with each guest. 

• Be thoroughly familiar with all menu items, including ingredients and food allergens, and wine list in order to assist guests and answer questions accurately.
• Ensure restaurant is clean and in order at all times, including tables, chairs, floors, walls, ceilings, lighting, temperature, music, memorabilia, and décor.
• Ensure menus and wine lists are stocked, clean, undamaged, and accurate for the meal period.
• Ensure host stand is fully stocked with pens/pencils, note pads, SevenRooms reservations system, daily function sheets, toothpicks, and clean well-organized menus for the next meal period.
• Review property daily occupancy, group activity, VIP’s, and special guests.
• Take reservations and cancellations.
• Organize station seating and prepare station chart.
• Escort guests to table for seating, present menus, and wish a good meal.
• Manage list of guests waiting to be seated.
• Accommodate guests with special needs, such as elderly guests or guests with disabilities.
• Monitor service flow in the restaurant and update table statuses.
• Assist servers and bussers, as needed.
• Ensure sequence of service is followed for all guests.
• Accommodate guests’ special requests whenever possible.
• Process payments according to POS and cash handling procedures.
• Answer restaurant phone. Take phone orders, as needed.
• Maintain positive and professional communication with all staff.
• Provide recognition to others, including co-workers, supervisors, managers, and directors.
• Participate in meetings to learn about global programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities.
• Ensure a healthy and safe work environment for co-workers and guests.
• Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests.
• Promote property outlets to guests.
• Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.
• Resolve guest complaints using property procedures.
• Create a positive environment in which all employees have the ability to maximize their potential.
• Listen to comments, criticisms, and feedback from guests, employees, and managers to gain an understanding of strength and opportunity to improve personal/property performance.
• Work as a team, helping all employees to complete the required activities that ensure we deliver Amplified Service.
• Participate in Sound Check meetings on each shift.
• Always smile and offer a warm greeting to all.
• Know, understand, and practice (with energy and enthusiasm) the mission, values, mottos, culture and spirit that make Hard Rock unique.
• Take initiative to offer assistance throughout the property.
• Operate ethically to protect the Hard Rock brand.
• Utilize programs designed to help Save the Planet.
• Perform duties in accordance with company standards, policies, and guidelines, and applicable laws and regulations.
• Perform additional duties as requested by department managers and supervisors.
• Communicate with supervisors and managers to ensure that assigned duties are completed to standard.
• Coordinate operations with other departments, as needed.
• Present a professional image to employees, guests, clients, owners, and investors.
• Review and develop guest history records to enhance personalized service for repeat guests.
• Maintain confidentiality of guest, employee, and company information.

This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.

• Secondary school degree preferred and/or previous work experience in service for at least 2 year.

SKILLS

• Ability to comprehend and use basic language, either written or spoken, to communicate information and ideas.
• Ability to read, comprehend, and write simple instructions, short correspondence and memos.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.
• Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
• Fluency in English: additional languages preferred.

PHYSICAL DEMANDS

• Ability to move throughout the business (standing, walking, kneeling, bending) for extended periods of time.
• Ability to make repeating movements of the arms, hands, and wrists.
• Ability to express or exchange ideas verbally and perceive sound by ear.
• Ability to obtain impressions through the eyes.
• Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
• Ability to occasionally move objects (lift, push, pull, balance, carry) up to 10 pounds / 5 kilograms.
• Ability to turn or twist body parts in a circular motion.
• Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.

ADDITIONAL REQUIREMENTS

• Understanding of lifestyle hotels and premium dining products and services.
• Ability to work evenings, weekends, and holidays, as needed.

For this New York, New York United States-based position, the expected hourly base salary is $20.