Lead Host

The Lead Host is a dynamic hospitality professional responsible for welcoming customers into the restaurant and bidding them farewell upon exit. They will work directly with the Maitre D’ to maintain the front entryway and coat check area, check-in and seat customers, perform table and bathroom checks, oversee coat check service, and provide great overall interactions to all our customers, especially COQODAQ VIPs.

Essential Job Duties & Responsibilities:

Job duties and responsibilities include, but are not limited to the following:

• Completes all assigned side work related to opening and closing the front desk, coat check, and customers restrooms. 
• Full ownership of the book. Monitors of all restaurant reservations and oversees booking protocols in coordination with the Maitre D’ and Events Department, at the direction of the General Manager. Drives tidiness of the grid for maximum efficiency as well as creative solutions for driving more demand.
• Provides the team with a roll-up of reservations prior to each shift; Informs Management of any large parties, special reservation notes and/or VIP customers. Assists Management in creating floor plan and table arrangement for shift. 
• Manages flow of reservations in the grid to ensure optimal seating pattern and service. 
• Manages VIP relations, including making reservations personally, providing personalized attention in the restaurant, recording preferences and notes from past experiences, performing final quality check on each experience.
• Monitors and audits reservationist customer interaction, both emails and phone.
• Audits email and phone lines to ensure that all reservationists are following steps of service and providing the highest level of care. 
• Develops relationships with VIPs and manages blocks and allocations in cooperation with the Maitre D’, Events Department, and at the direction of the General Manager. 
• Sends Thank You notes. 
• Maintains relationships with concierges and other partner booking sites at the approval of the General Manager. 
• Holds the Host team accountable and reports service issues to management for management to correct. 
• Communicates to the Maitre d’ Manager where there are over-bookings or anomalies on the reservations grid.
• Maintains a clean and orderly front desk with all restaurant collateral fully stocked at all times.
• Warmly welcomes all incoming customers, checks-in their reservation, and escorts them to their assigned table. Precisely informs customers of waiting times and respects the order of arrival of customers.
• Ensures customers are rapidly and effectively cared for.
• Sets host stand for service, ensuring all resources (pens, paper, business cards etc.) are stocked.
• Offers coat check assistance to all customers with coats, bags, luggage, umbrellas, etc.
• Performs routine table and bathroom checks.Maintains all tools of the position.
• Updates all table statuses to the podium throughout service.
• Performs restrooms checks and maintains all restroom cleanliness: restocks supplies, empties trash and hand towel bins, wipes down counters, ensures that toilets, faucets, and sinks are all functioning.
• Communicates to management when there are deep clean or facility issues in the restrooms or restaurant at all times.
• Clears and sets tables in between seatings. Ensures every table is perfectly set prior to seating customers. 
• Communicates with management in real time when there are seating delays or unsatisfied customers.
• Updates client profiles on the reservation system with details such as birthdays, preferences, allergies, and more based on interactions from the team. Performs google searches and keeps thorough and up-to-date profiles on all customers and reservations. 
• Reports to each scheduled shift on time, in uniform, and ready to work.      
• Responsible for training new employees as assigned. 
• Assists other stations or areas of the restaurant when requested by management. 
• Acts as a role model for outstanding service and leads the department in preparation, execution, and breakdown. 
• Regularly reports into management on department performance including positive feedback, constructive feedback, and any issues on facilities, personnel, or product and hospitality. 

Standards:

• Display knowledge of COQODAQ brand, culture, and product.
• Demonstrate the Company’s core values of people, learning, culture, relationships, sustainability and stewardship.
• Maintain professional and respectful behavior when in contact with customers, management, and teammates.
• Present a polished personal appearance, adhering to company grooming standards outlined in the Employee Handbook. 
• Adhere to all company policies and procedures outlined in handbooks, manuals, and other company documents.
• Attend and participate in all scheduled meetings, training sessions, and continuing education activities.
• Take care of all company property.
• Maintain safety, cleanliness, and sanitation standards.
• Comply with federal, state, and local laws and regulations.

Qualifications:

• Must have the ability to read, speak, understand, follow written directions, and verbal instructions in English.
• Must be reachable by email and able to communicate via phone as well.
• Communicates information effectively and efficiently. 
• Excellent organizational skills and attention to detail.
• Possesses a positive, results-oriented, team-player mentality.
• Ability to perform job duties and responsibilities well and maintain professionalism and composure under pressure and in a high-paced and at times stressful environment.
• Ability to under pressure and maintain professionalism when working under stress.
• Knowledge of workplace safety procedures and local Department of Health standards.
• Food Handler’s Certification or the ability to obtain in accordance with federal, state, or local regulations and/or Company policy.
• Able to work a flexible schedule in order to accommodate business levels (weekend, nights, and holiday availability required). We will endeavor to provide reasonable accommodations for sincerely held religious beliefs.  
• Must be of legal age to serve alcohol.
• Certification for responsible alcohol service or ability to obtain within 6 months.
• Familiarity with restaurant management software such as point of sales, reservations management, inventory management, Microsoft Office, and Google Workspace. 
• Ability to execute steps of service in adherence with company policy.
• Excellent interpersonal and customer service skills.
• Excellent communication with management and teammates.
• 1+ year similar experience preferred.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential job duties and responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform those essential functions.

While performing the essential duties of this job, the employee is regularly required to:

• Exert well-paced mobility for periods of up to 12 hours per day and at least 60 hours per week.
• Lift and carry up to 50 pounds.
• Frequently stand, walk, reach, bend, stoop, push, pull, and kneel.
• Frequently utilize the stairs, often while lifting and carrying heavy items.  
• Occasionally crouch and climb.
• Be exposed to hazards including, but not limited to, burns, cuts, scrapes, and frequent exposure of hands to water.
• Withstand fluctuations in temperature within the work environment, from high heat to below freezing.
• Handle heavy equipment and machinery.