Head Host/Hostess: Part Time Year Round

Dining Room New Paltz, New York


BASIC FUNCTIONS AND RESPONSIBILITIES:

 

The Head Host/Hostess is essential in creating positive experience for guests dining with Mohonk Mountain House.   The Head Host/Hostess ensures that all guests are greeted with a warm and sincere greeting and to ensure any of their special requirements are carefully communicated to the staff of the Dining Room or other departments throughout the resort.  Throughout the shift, the Head Host/Hostess is responsible for managing the flow of the dining room, so that guests are seated in an efficient and timely manner that enhances their experience.   The Head Host/Hostess also assists Dining Room Management in ensuring that an effective and rigorous training program is continuously carried out for the Host/Hostess staff and in providing guidance to his/her team in a motivational atmosphere.

 

ESSENTIAL JOB FUNCTIONS:

 

  • Identify, greet and otherwise welcome guests within 10 feet in a cheerful, friendly, professional manner by making eye contact, smiling and initiating conversation.
  • Handle all guest personal information discreetly, such a room numbers, payment information.
  • Work closely with Dining Room Management to plan, organize and implement Dining Room strategy relative to seating design, server station assignments and table structure.
  • Supervise and coordinate the identity and placement of tables and setup of dining room(s) according to map ensuring tables are properly placed, spaced, wobble-free, set for the correct amount, oriented correctly for seat numbering, clean, flowers, lamps etc. in excellent condition and set according to standard.
  • Prepare a seating assignment before each meal period, considering special requests of guests and preferred needs of regular guests. Apprise management and staff pre-meal and during the meal of VIP guests, special seating situations, special occasions, and a plan of action for late guests.
  • Ensure that VIP or challenging guests are assigned to servers who will best be able to accommodate them.
  • Adjust staffing levels depending on reservations, anticipated demands, staff absences. Plan ahead and notify staff in person or through other means. Inform and provide updates to management.
  • Communicate all serious, unusual or extraordinary events, situations or developments to the Dining Room Manager and/or Captains immediately. Work closely with Dining Room Reservations to assure proper and accurate information, relative to day guest meals, is entered into computer.
  • Communicate all relative information to concerned departments or individuals as quickly and accurately as possible.
  • Administer the assignment of tables and seating of guests in accordance with standards.
  • Answer telephone in a friendly, cheerful voice, professional manner: identify yourself, give accurate and complete information and record all necessary information.
  • Record reservations by taking the following information: name of the guests, time, number of people in the party and contact information as well as Credit Card number if appropriate.
  • Answer guest questions with accurate information and demonstrate a friendly and helpful personality by smiling, making eye contact, initiating conversation and engaging with others.
  • Take orders from guests for trail lunches, special occasion desserts, decorations and follow through on requests.
  • Address guest and staff requests/concerns and handle in a professional manner.  Listen, empathize, apologize and resolve. Communicate problems and anticipated problems to Dining Room Manager.
  • Distribute guests throughout the server stations as equally as permits to allow for quality service and in keep in mind that guest satisfaction is the primary goal.
  • Track server counts throughout the meal period, make adjustments mid shift to ensure counts are distributed as fairly as possible, and maintain the accuracy of server counts.
  • Record data, including server counts, meal reports, and other information pertaining to guests free of errors and omissions. 
  • Communicate to manager any guest who have not arrived for their reservations or have notified us that they will be late.
  • Maintain detailed and accurate documentation of all pertinent information relating to guests/service reservation system and/or Food and Beverage Log.
  • Interview, train, and schedule for all host positions.
  • Maintains confidentiality of all documents relative to company and employee records, which are not for public information.
  • Supervise and coordinate the efforts of Dining Room Hosts and Seating Hosts to ensure a smooth and professional atmosphere, consistent with the highest standards of service.
  • Oversee that the Host Work Station is organized, well-supplied, as well as neat and clean appearance.
  • Ensure hosts escort guests to their table assignment at the guest pace, chairs are pulled out for females, highchairs/boosters are retrieved as needed, guests are informed/introduced of server, and that the guest is presented menus and/or the service process is communicated clearly.
  • Ensure menus are distributed and collected with each meal and inspect to see that all menus are in good condition and presentable.
  • Maintain Host Work Station in a professional manner. Ensure that noise levels in the Host Work Station are kept to a minimum.
  • Supervise and ensure all staff in the Host Work Station are alert, polite, professional, and in a guest-oriented stance at all times.
  • See that departing guests are thanked for dining and offered an appropriate farewell remark.
  • Be present or assign a staff member to greet guests at least ten-minutes prior to the opening of the dining room.
  • Maintain a presence at least a half hour after the close of the dining room to greet any late arrivals.  Have a plan for guests who arrive after you leave for the shift—make servers/Manager aware of where late parties may be sat and who will wait on them.
  • Communicate to manager any guest who have not arrived for their reservations or have notified us that they will be late.
  • Learn and demonstrate knowledge of operating hours of all food and beverage outlets, as well as other services available in the resort.
  • Operate computer to type and revise documents; compile material to be typed.
  • Read instructions accompanying material, or follows verbal instructions from supervisor or person requesting document, to determine format desired, number of copies needed, priority, and other requirements.
  • Verify totals on report forms, requisitions, or bills.
  • Photocopies, scans, faxes, emails or mails correspondences.
  • Demonstrate proficiency with Windows-based operating systems and use software including MS Word and MS Excel.
  • See close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
  • Speak, read, and write in English and communicate in a clear and congenial manner, with our guests, visitors and employees. Hear verbal instructions, directions and warnings.
  • Reach with hands and arms, bend, kneel, stoop, twist and flex arms, walk up and down stairs/inclines, sit, and stand for up to 5 hours at a time.
  • Inspect the work of others by touch, sight, sound and smell for conformance to prescribed standards.
  • Lift up to 35 lbs from ground level to waist height, and from waist height to shoulder height, and carry up to 100 feet without assistance. Walk up to 7 miles per shift.
  • Act calmly and effectively in emergency situations.
  • Analyze problems and develop and implement action plans to address problems.
  • Adhere to Mohonk Mountain House’s Dress and Grooming Standards; present a neat, clean and well-groomed appearance and maintain a positive, professional image to our customers.
  • Wear Mohonk Mountain House approved safety shoes, and proper safety equipment when performing tasks that recommend such equipment.
  • Learn and retain knowledge of historical facts and information about Mohonk Mountain House.
  • Maintain a flexible work schedule including days/nights, overnights, weekdays/weekends, holidays and during peak periods of business.
  • Perform basic mathematical skills including addition, subtraction, multiplication, division and perform and record cash/credit transactions accurately.

 

QUALIFICATIONS:

 

  •       Must be at least 18 years of age.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.