Host, Customer Service​/HelpDesk

Description

JOB
OVERVIEW

Provide exceptional guest service by greeting, receiving and seating guests, handling telephone

calls, taking reservations, satisfying guest needs and following Forbes Travel Guide and AAA Four

Diamond Service Expectations.

WORK ENVIRONMENT

The Mill Room

ESSENTIAL JOB FUNCTIONS

• Greet, receive and seat guests.
• Take dining reservations in the Open Table reservation system.
• Answer telephone with in three rings with proper etiquette and obtain needed information.
• Handle reservations for special events (i.e. Valentine's Day, Mother's Day, etc.)
• Demonstrate understanding of Restaurant seating system.
• Maintain Forbes Four Star Service Expectations during service and at all times.
• Closely monitor guest dining experiences and report any issues to Restaurant Manager.
• Follow department opening and closing procedures.
• Maintain impeccable cleanliness standards around the host stand area.
• Responsible and accountable for all equipment and materials handled.
• Assist other team members when needed.
• Maintain excellent appearance standards
• Contribute to overall resort team effort by completing additional duties as assigned.

FORBES TRAVEL GUIDE BASIC STANDARDS

• Telephone conversation is calm and clear.
• The guest is always asked permission before being placed on hold.
• No telephone hold longer than 30 seconds without offering call-back.
• Staff acknowledges the guest when appropriate and reasonably possible.
• Staff is highly articulate and avoids slang and excessive use of phrase-fragments.
• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction.
• Staff readily smiles and maintains an engaging expression.
• Staff makes eye contact and keeps focus on the guest.
• Staff exhibits a genuine sense of interest and concern for the guest.
• Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful.
• Cross-departmental channels of communication among staff are consistent and complete.
• Staff performs the requirements of their department knowledgeably and proficiently.
• Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance.
• The guest’s name is used naturally as a signal of recognition.
• Staff closes interactions with polite, appropriate remarks.
• All staff encountered are wearing professional, clean and well-fitted uniforms.
• All staff encountered are extremely well-groomed.
• Staff maintains alert posture and behaves professionally in view of the guest.
• Staff does not decline any request without offering appropriate alternatives.
• The service is handled without excessive delays or interruptions.

FOUR DIAMOND SERVICE EXPECTATIONS

• All inquiries about the restaurant are answered professionally.
• Host/Hostess offers to make a reservation.
• Telephone is answered within three rings.
• Greeting is professional, offering time of day, name of establishment, name of staff member and assistance.
• Host/Hostess prompts guest for necessary information and inquires about special occasion accommodations.
• If special occasion, Host/Hostess suggests an appropriate item to celebrate with.
• Information is reviewed for accuracy.
• Guest's name is used no more than twice in the conversation.
• Guest is specifically thanked.
• Host/Hostess calls to reconfirm or provides written confirmation prior to the reservation time.
• Guests are greeted promptly and cordially, within 30 seconds of guests' arrival.
• Host/Hostess acknowledges guests even if occupied at the moment.
• Guests' names are used.
• Guests are offered choice of seating if available and are seated within 2 minutes of reservation time.
• In the event of a wait, guests are escorted to a designated waiting area.
• Guests are seated at a table for the correct number, if reservation is made.
• Chairs are pulled out for each guest and menus are opened to the cover page and presented from the right.
• Napkins are handed or laid out for each guest.
• Wine list is offered and menus are opened to the cover page for the Guest and presented from the right.
• Guests are bid a pleasant experience upon departure.
• All associates exhibit a professional vocabulary that is devoid of common slang.
• Guests are graciously escorted to areas when directions are requested.
• Al…