Maitre D Manager (COTE 550 Madison)

Job Summary:

The Maître D’ Manager oversees all aspects of the customer booking & reception experience at COTE. They manage booking protocols and the reservations department to ensure that the restaurant seating is being maximized. They also oversee the host department and run a welcoming and efficient door team, find opportunities to drive business to the bar, and maintain personalized relationships with VIP customers. The Maitre D’ Manager is ultimately responsible for managing all aspects of the front door, customer arrival, seating and departure, host training, reservationist training and operational procedures. They will ensure that all Hosts and Reservationists deliver attentive, courteous and efficient service to customers throughout, in accordance with Standards. They oversee all special customer requests. The Maître D’ Manager is an ambassador of COTE and the most gracious host. 

Essential Job Duties & Responsibilities:

Hospitality

• Promotes the core values and culture of COTE, including but not limited to excellence in food and beverage, service, and hospitality. 
• Provides and oversees the service for all VIP customers when on property.
• Develops positive customer relationships and addresses customer service needs.

Operations:

• Full ownership of the book in conjunction with the Head of Global Reservations and GHM Reservations Team. Monitors of all restaurant reservations and oversees booking protocols at the direction of the General Manager. Drives tidiness of the grid for maximum efficiency as well as creative solutions for driving more demand.
• Reviews all reservations daily, weekly, monthly to coordinate with the GM and Service Manager seating and VIP gifting plans. 
• Manages flow of reservations for each shift to ensure optimal seating pattern and service. Advises Management on suggested changes to floor plan or seating strategy. Ensures servers are seated as equitably as possible throughout the shift. 
• Makes reservations for customers, offering alternatives when the desired slot is not available. 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.
• Ensures the dining room is properly set for customers prior to service.
• Maintains cleanliness of entrance and other waiting areas throughout shifts by sweeping, cleaning windows and doors, arranging chairs, etc. Sets host stand for service, ensuring all resources (paper, pens, business cards, etc.) are stocked.
• Oversees daily restaurant administration including payroll, opening/closing administration, service floor plans, daily walkthroughs, etc. 
• Manages hourly employees in their daily responsibilities at COTE, providing clear, effective direction. 
• Creates systems of accountability and provides consistent feedback, coaching, and disciplinary action as needed. 
• Plans, executes and communicates all promotions and company information effectively and efficiently.
• Conducts Department of Health (“DOH”) walk-throughs   to ensure DOH compliance; Address all DOH violations immediately.
• Promotes and practices safe work habits, identifies and resolves potential safety hazards; Documents accidents, conducts initial investigation and determination of root cause of safety incidents in the interest of maintaining a safe work environment.
• Ensures that all team members are educated on our products and services. Provides regular service classes to the host team. 

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.  
• Familiarity with restaurant management software such as point of sales, reservations management, inventory management, Microsoft Office, and Google Workspace. 
• Working understanding of human resource principles, practices, and procedures.
• Demonstrates positive leadership characteristics and supervisory skills, which inspire team members to meet and exceed standards. 
• Ability to effectively train others.
• Excellent time management skills with a proven ability to meet deadlines.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Strong analytical and problem-solving skills.
• Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.
• Ability to exercise tact, courtesy, and ethics when dealing with vendors, co-workers, and customers. 
• Ability to maintain a positive working relationship with all third-party vendors.
• Degree in Hospitality, Culinary Management, or similar subject preferred.
• Ability to execute steps of service in adherence with company policy. 
• Must be of legal age to serve alcohol. 
• Certification for responsible alcohol service or ability to obtain within 6 months. 
• 2+ years similar experience in a fine-dining, high volume setting preferred.