Maitre D

Summary of Position:

The role of the Maitre’D is to provide a remarkable customer experience with a focus on professionalism. The ideal candidate must possess in-depth knowledge about superior customer relation and management skills. Excellent communication is essential to build a rapport with guests and ability to lead a team. Managing and maximizing the reservations throughout the shift. Adhere to all company service SOPs. And enforce them throughout the whole team for consistency. Must have fine dining restauarant experience.

Duties & Responsibilities include but are not limited to:

• Be the main presence at the front door and roaming around the dining room constantly in communication with servers, captain and guests throughout the service
• Show guests to tables during Lunch and Dinner Service as needed. Ensure the standards being applied when seating guests such as introducing the menus, pulling out the chairs for the guests (ladies first)
• Greet and escort guests with a professional and positive attitude. Ensure the right of way is being followed per our standard. Hold a conversation to make them at ease from the beginning
• Oversee the flow of guests within the restaurant. Ensure seat first, seat last tables are being followed by the host team. Ensure that guests are being properly greeted upon arrival with a smile and phones are answered within 3 rings.
• Possess a full understanding of how OpenTable works and how to plan the book for the night. Must know every special request, allergy, VIP that is coming in each night and plot special tables accordingly.
• Have a full understanding of standards of all positions for the FOH including the hostess manual, bartender’s role along with cocktail preparation and service steps.  Full menu knowledge along with cocktail preparation is a must.  The Maitre’D must be able to step in to do everyone’s job, such as bussing tables, waiting on tables, making drinks etc.
• Manage the Front of House team to ensure the team is always in their sections and taking care of our guests per our standard
• Monitor service table clearing, speed of resets and ensure sanitation protocols are adhered to. Must jump in to always assist on the floor and help bussing tables where needed.  Refilling drinks to assist is required as well.  The role is not to be above everyone else, but to be present and by the side of everyone.
• Act as liaison between kitchen staff and floor staff, and assist with any questions the Chef has regarding special requests, entering in of menu counts, 86’ing of menu items, server error follow up, etc. Their role is to coach the service team to do better.
• Maintain ambience of the restaurant, such as lighting, music, cleanliness, and hygiene – make sure the music volume is at the correct level, the type of music is correct per standard, lighting is appropriate, etc.
• Oversee and proactively deal with guest queries and complaints.  This only happens when you are always present on the floor and in your zone; speak with the manager on duty before you comp any items.
• Maintaining a constant presence at the host stand and ensure all phone are being answered in a timely manner, manage the scheduling of Hosts, reservationists and overseeing plotting of all tables and server station assignments.
• Be present on the floor during the transition if the manager is conducting the pre-shift.  In the absence of the GM or AGM, the Service Manager will conduct the pre-shift and complete all pre-shift notes.

Required Skills:

• Customer service skills – working with customers is a key part of a Maitre’D position; the ability to remain professional at all times is vital to this role
• Numerical abilities – Maitre’D have administrative duties; a good grasp of numeracy is important to carry out tasks such as budgeting and administering payroll
• Organization – Maitre’D need to be organized to keep track of shifts, customers, staff, and the general workings of the front of house
• Physical stamina – working in a restaurant can be physically demanding, requiring a good level of fitness to endure standing for long periods of time and carrying heavy items
• Leadership skills – motivating a team and ensuring good performance from all members of the staff are key to keeping things running smoothly