The Oak - Host or Hostess

Job description

The Host/ess is responsible for providing exemplary service. This individual acts not only as a host/ess, but also attends to guest services and the upkeep of cleanliness of the host stand and entrance. With a very high degree of guest contact, the host/ess is ideally positioned to enhance the guest experience and plays an essential role in the resort’s goal of exceeding high guest expectations. Remaining constantly aware of both the restaurant and bar environments, engaging with guests, anticipating their needs and taking initiative to improve their stay will be the focus areas. Minimum two (2) years hosting experience, preferably in the hotel industry and or upscale establishment. Possess a basic knowledge of food and beverage preparation, service standards, guest relations, and etiquette. Must have ability to lift 15-45 lbs and stand for a 6-8 hour shift. Must possess a professional appearance, and a flexible schedule is required. Must be able to work weekends and holidays. STANDARD SPECIFICATIONS: Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests. SKILLS AND Qualifications: Essential • Possess a positive, outgoing and friendly Personality. • Ability to follow the OVI standards of Presentation. • Ability to follow the OVI standards of Body Language. • Ability to follow the OVI standards of Verbiage. • Ability to follow the OVI standards of Grooming. • Ability to work cohesively with other employees as part of a team. • Legal ability to work in the US. • High school graduate. • Excellent reading, writing, and oral proficiency in the English Language. • Ability to work a flexible work week including nights, weekends and holidays. • Excellent people skills. • Ability to communicate in English with guests/visitors, concierge, reservationists, media/publication contacts, community contacts, industry contacts, management and co-workers to their understanding. • Ability to perform basic mathematical computations. • Excellent verbal and writing skills. • Ability to work productively with other operating departments. • Ability to handle obstacles in a positive and professional manner, and to effectively communicate these problems, along with suggested solutions to the Manager. • Maintain professional appearance behavior, integrity, and openness to employees and guests. • Ability to prioritize and organize work assignments. • Ability to work without constant, direct supervision. • Be active in the role of safety and security. Be cognizant of all emergency-reporting procedures. • Ability to be a clear thinker, analyze and resolve problems exercising good judgment. • Ability to focus attention to details. • Ability to remain calm and courteous in demanding and difficult customer situations. • Ability to work evenings and weekends, when business requires. • Knowledge of The Ojai Valley Inn’s philosophy and practices. • Ability to provide clear and pleasant telephone communication to all callers. • Ability to enforce hotel’s standards, policies and procedures. • Ability to work cohesively with other departments as part of a team. • Excellent motivational skills. • Ability to maintain discretion and confidentiality of all guests and pertinent Inn information. • Ability to provide solutions to real time issues guests may be experiencing. Desirable: • 1-2 years restaurant host stand and/or related Food & Beverage experience. • Fluency in a foreign language, preferably Spanish. • Experience in the hospitality industry in a similar position. • TIPS certification. • CPR certification. • Previous guest relations training • Experience using Open Table booking engine ESSENTIAL JOB FUNCTIONS: • Demonstrate knowledge of The Ojai Valley Inn’s style, practices, culture, terminology, organizational structure, and general philosophy. That Philosophy should be portrayed in the professional appearance, behavior, integrity, openness and accessibility to employees and guests. • Maintain a friendly yet unobtrusive manner with all guests when greeting them, seating them, and throughout their dining experience. • Attend and participate in all required meetings. • Ensure all Human Resource policies and practices are applied consistently while adhering to all Federal, State and Local laws. • Promote teamwork and foster a harmonious working climate. • Understand all food and beverage items offered, including ingredients, methods of preparation and proper service. • Promote good public relations and handle complaints or concerns of guests. • Recognize and address potential intoxicated, disruptive or undesirable guests. • Properly handle and report employee guest accidents. • Respond properly to any hotel emergency or safety situation. • Perform other tasks or projects as assigned by the Manager, resort management, and staff. • Constantly monitor appearance, attitude and degree of professionalism to ensure strict adherence to The Ojai Valley Inn & Spa’s standards of quality service. • Follow proper payroll and uniform procedures. • Offer guests of the restaurant an enjoyable, expertly served beverage/dining experience conforming to The Service and Training Manual. • Anticipate the needs of guests while scanning the room constantly. • Ascertain a guest’s satisfaction and handle any problem, which may arise informing a manager of the problem and how it was resolved. • Set up the host/hostess stand, review the reservation book and make recommendations as to the set up of the room to management if needed • Call to confirm all upcoming reservations for the shift you are working. • Check the waitlist to add any guests to the reservations should space be available at their desired time. • Call and confirm reservations for the next shift once bookings are confirmed. • Stock an adequate supply of complimentary newspapers. • Stock an adequate supply of crayons and coloring pages for children. • Inspect the cleanliness of each section of the dining room and the private dining rooms and make necessary improvements as well as check each table prior to opening to ensure its properly set. • Inspect every menu and list to ensure their condition, appearance, and the proper inserts. • Develop a complete working knowledge of the menus, menu ingredients and what is unavailable for the day. • Ensure each employee is completing side work duties. • Know the server stations, their daily assignments, their personal timing patterns and their maximum workload capacity. • Ensure you conform to the standards of service and personally ensure each guest receives the highest quality of service. • Handle guests without reservations or those waiting for others to join them. • Handle lost or found items. • Check guest’s coats or packages when necessary. • Answer telephones according to The Ojai Valley Inn’s standards and take reservations or provide information regarding the restaurant or any other hotel service. • Be aware of appearance, quality of work, and attitudes with guests. • Wear proper uniform and maintain a high standard in regards to personal appearance as outlined in the Employee Handbook. • Clock in within 7 minutes on either side of your scheduled start time at central services. • Arrive at your work area within 15 minutes of your posted schedule start time by any means necessary. • Report unsafe conditions to management. • Respect guest confidentiality. • Check supply of all menus before and at the end of shift. Notify management of any shortages. SECONDARY FUNCTIONS: 1. Work weekends. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.