Maitre D

Position Summary

A Maître D at Charlie Bird is responsible for acting as a liaison between the guest and the Manager on Duty while creating a welcoming environment for all guests. They are also the liaison between the front door, management and kitchen. They must have strong guest recognition skills and must be able to utilize our reservations platforms, Seven Rooms and Resy, to the standards and guidelines of Charlie Bird.

Key Relationships

Working closely with the FOH Managers and team to create a seamless front door experience for all guests.

Charlie Bird & DHG Policies and Guidelines

• Arrive on time and “floor-ready” for all scheduled shifts. Arrive to work following dress code guidelines and standards.
• Clock in and out for each scheduled shift and shift break. Exhibit accurate and effective use of time and attendance portals and procedures.
• Abide by all Charlie Bird and Delicious Hospitality Group (DHG) Policies and guidelines. 

Front Door & Guest Experience

• Maintain an understanding of the front door policies and consistently execute them with efficiency and grace while maintaining a sense of urgency throughout service.

• Anticipate guest needs at the beginning of their experience in the restaurant and create strong guest relationships and regulars. Create a welcoming environment for guests upon arrival and departure.
• Driving revenue by efficiently plotting a reservation book and balancing walk-in guests.
• Recognizing regular guests and VIPs, noting celebrations and important reservation requests.

• Ensure constant communication with staff members and management as necessary at all times during service in order to serve guests to the best of our ability and to support each other.
• Demonstrate speed and accuracy when using the reservation platforms during service.
• Must be able to provide accurate table updates and assist in running a waitlist.
• Responsible for distributing guest chits.  
• Responsible for keeping coat check neat and organized and setting teammates up for success for the following day.
• Provide training and coaching as needed for the host.

Respond to all guest inquiries with efficiency, accuracy and hospitality while maintaining strong communication with all management teams. 

• Review and respond to reservations enquiries in the info account in a timely manner. 
• Reply and vet all event inquiries within 48 hours via phone and/or email. Manage the sales cycle of a reservations enquiry from inception to completion, prioritizing all facets of the reservation coordination. 
• Responsible for booking all reservations, generating group dining menus and ensuring FOH and BOH teams are notified of group dining reservations. 
• Work with manager with to provide info on printed materials ie menus, place cards, cocktail cards and other materials as necessary for all events.

MENU KNOWLEDGE

• Must be able to be proficient in menu knowledge and be able to answer questions on hours of operation, restaurant history and basic information about DHG and the sister restaurants.

QUALIFICATIONS/SKILLS

• Previous experience as a Maître D in a high-volume restaurant with similar standards as Charlie Bird.
• Experience working with either Seven Rooms, Open Table or Resy platforms.
• Excellent communication skills to connect effectively with guests and co-workers.
• Excellent communication skills.
• Ability to Multitask effectively.
• Strong understanding and knowledge of applicable NYC DOH standards.
• Previous restaurant experience preferred.

ESSENTIAL FUNCTIONS: 

• Able to lift 30+ lbs
• Polished personal presentation: grooming meets Company standards, as outlined by Employee Handbook
• Communicates information effectively and efficiently
• Able to work nights, weekends and holidays, and variable schedule, per the needs of the business.
• Ability to walk, stand, and/or bend continuously and for extended periods as required to perform essential job functions.
• Ability to perform essential job functions under pressure, maintain professionalism when working under stress.
• Ability to utilize traditional software programs such as Gmail, Microsoft Office (Word, Excel, Outlook, and PowerPoint), LightSpeed, Toast, TripleSeat, and any additional systems as needed; ability to access and accurately input information using a moderately complex computer system.
• Strong written, verbal, and interpersonal communications skills including ability to listen attentively and to communicate information clearly and effectively.
• Demonstrated interpersonal, collaborative, and relationship-building skills; ability to interact positively. with teammates at various levels across the company and customers.
• Demonstrated ability to work well with cross-functional groups backgrounds.

EDUCATION REQUIREMENTS

• High School Diploma or GED required 

• Bachelor’s Degree in Hospitality, Culinary Management, or similar subject, preferred