Description

Who We Are:

Acme Hospitality is a growing hospitality group based in Santa Barbara's arts and entertainment district, that owns and operates several highly acclaimed and award winning concepts and boutique hotels in Nevada County and Palm Springs CA. 

Mission & Core Values:

Above all else, we are committed to providing our team members with a work environment and experience that we can be proud of. Our Core Values of Delivering Excellence, Embrace Originality, Act with Integrity and Celebrate Community are the essential ingredients for success.

Position Summary:

As a lead member of our front-of-house service team, you are responsible for both the logistic details, including reservations and arrangements for large parties, as well as setting the overall ambiance and atmosphere of the restaurant space. You will provide guests with a warm welcome and ensure a smooth and enjoyable dining experience as well as lead and direct co-hosts. As the first point of contact for guests you play a crucial role in creating a positive first impression. 

RESPONSIBILITIES

• Guest Relations: The Lead Host is responsible for welcoming guests to the restaurant and ensuring that their overall dining experience is enjoyable and memorable. This includes greeting patrons upon arrival, escorting them to their tables, and addressing any special requests or concerns they may have.
• Reservations: Managing reservations is a significant part of the Lead Host role. You will coordinate table assignments and ensure that the dining room is efficiently utilized. This involves keeping track of reservations, accommodating special requests, and managing table turn times and waitlist. The Lead Host will work closely with Management and Operations to build an optimized seating plan in Resy, ensuring that all hosts are clear on reservations policies and strategies.
• Seating Arrangements: The Lead Host is responsible for organizing and optimizing the seating plan to ensure a smooth flow of service. You must balance the demands of reservations with walk-in customers, taking into consideration server sections and the overall layout of the dining area.
• Staff Coordination: Collaborating with the kitchen and waitstaff is crucial for the Lead Host. You will coordinate with the Chef, Managers and servers to ensure that the pacing of the meal is in sync and that any special dietary requests are communicated effectively.
• Menu Knowledge: A strong understanding of the menu, including ingredients, preparation methods, and wine pairings, is essential. The Lead Host should be able to answer questions about the menu and provide recommendations based on the guest's preferences.
• Problem Resolution: In the event of any issues or complaints, the Lead Host should be adept at resolving conflicts diplomatically and ensuring that the guest's concerns are addressed promptly and professionally.
• Elegance and Professionalism: The Lead Host is often a visible and authoritative figure in the dining room. You should exude a sense of elegance, professionalism, and confidence, setting the tone for the entire dining experience.
• Training and Supervision: The Lead Host will be involved in training and supervising the host and other front-of-house staff, ensuring that everyone adheres to the restaurant's service standards and protocols.

Requirements

Requirements:

• 3 to 5 years in a Lead Host role in a fine dining or upscale restaurant is preferred.
• Excellent customer service and communication skills to interact with guests in a friendly and professional manner.
• Professional and polished appearance, adhering to dress code and grooming standards.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Strong organizational skills to manage reservations, waitlists, and seating arrangements efficiently.
• Familiarity with reservation management systems and basic computer skills.
• Flexibility to work in shifts, including evenings, weekends, and holidays.
• Positive attitude and ability to remain calm under pressure.
• Excellent problem-solving and decision-making skills.
• Knowledge of fine dining etiquette and service standards.
• Ability to work well in a team and collaborate effectively with colleagues.
• Ability to stand and walk for extended periods.
• Strong attention to detail and accuracy in managing reservations and guest information.
• Ability to handle guest concerns or complaints in a professional and diplomatic manner.
• Familiarity with the local area and knowledge of nearby attractions or services that may be of interest to guests.
• Current Food Handler Certification

Job Status:

Non-Exempt

Important Notice:

This job description is not an exclusive or exhaustive list of all job functions that an Acme Hospitality Team Member in this position may be asked to perform from time to time. Based on business needs or Guest service objectives, you may also be asked to perform other duties or tasks in addition to those listed above and will be required to have completed required training associated with the other duties or tasks.

ALL POSITIONS:

GREET ALL YOU MEET

• Say hello to everyone you see and make eye contact (SMILE).
• Remember the guest or team member’s names and use them often

SELL THE PROPERTY

• Sell the services and facilities of the property first.
• Help the company obtain new customers and retain current customers.
• Memorize basic property information; be able to give accurate directions.
• Thank our guests for their business AND invite them to return. 

TAKE PERSONAL RESPONSIBILITY FOR GUEST SATISFACTION

• Listen and respond with empathy to guest or team member inquiries and stay with the individual until he/she is satisfied.
• If a guest or team member asks for directions, DO NOT POINT – escort the guest or team member to the destination.
• Never say, “NO”, ask for assistance.

PROMOTE SAFETY AND SECURITY

• Never mention a guest’s name and room number in the same conversation.
• Never give out a room number. Maintain guest privacy and confidentiality.
• Always knock and announce your department before entering a guest room.
• Know your property’s emergency procedures.
• Protect the company’s property against damage or loss.
• Report any unsafe working condition.

PRACTICE CONTINUOUS IMPROVEMENT

• First, master the basics! DO IT RIGHT THE FIRST TIME!
• Look for ways to do your work better, faster and smarter. Share those ideas.
• Be part of the solution; always accompany criticisms with suggestions for improvement.
• Keep an open mind; be “flexible” to do new things and old things in new ways. 

PROJECT A POSITIVE, PROFESSIONAL IMAGE

• Follow the company appearance standards at all times.
• Always wear your name badge and gaming badge (if needed).
• Keep your work area clean and professional.
• Never discuss internal business in front of guests.

TAKE PRIDE IN ACME HOSPITALITY 

• If you see something on the floor, pick it up.
• Show proper care for tools, equipment and facilities.
• Speak positively about the company and your co-workers.

PRACTICE TEAMWORK

• Pitch in and help – Don’t wait to be asked.
• It is okay to ask for help.

RESPOND WITH A SENSE OF URGENCY

• Do not let obstacles become your excuse.
• Be flexible – accomplish the task and follow-up.

HAVE FUN

• Have fun and carry a great positive attitude. Being “positive” and “upbeat” does wonders for you and those around you.

GUEST SERVICE STANDARDS

• Always remember to practice the Guest Service Standards for both internal and external guests.
• Smile
• Greet
• Respond
• Resolve
• Thank and Invite Back

Systems you need to know:

Ctuit, Focus POS, Microsoft Office, Google

The company reserves the right to revise and change job duties as the need arises. I have read and understand the requirements of this position and agree to this position and agree that I am able meet these duties and responsibilities. This job description does not constitute a written or implied contract of employment. 

Requirements:

Standing - Constant 

Walking - Constant 

Sitting - Frequent 

Climbing - OCCASIONAL 

Crawling - N/A 

Kneeling - FREQUENT OCCASIONAL

Bending - OCCASIONAL FREQUENT

Reaching above Shoulder - Constant FREQUENT

Lifting:

10 lbs. - Constant 

11 - 20 lbs. - Constant 

21 - 50 lbs. - FREQUENT 

50 - 100 lbs. - OCCASIONAL 

Carrying:

10 lbs. - Constant 

11 - 20 lbs. - Constant FREQUENT

21 - 50 lbs. - OCCASIONAL FREQUENT

51 - 100 lbs. - OCCASIONAL 

Pushing - Constant 

Pulling - Constant 

Manual Dexterity - Constant 

Bi-Manual Dexterity - Constant 

Fine Motor Skills - Constant 

Gross Motor - Constant 

Eye/Hand Coordination - Constant 

Near Vision - Constant 

Far Vision - Constant 

Color Recognition - Constant 

Hearing - Constant 

Other -

ENVIRONMENTAL FACTORS

Working Outside YES 

Working Inside YES 

Working alone YES 

Working closely with others YES 

Excessive cold/heat YES 

Excessive humidity/dampness YES 

Noise/Vibrations YES 

Working above ground YES 

Working below ground NO 

Working with chemicals/solvents/detergents/cleaners YES 

Working on uneven surfaces NO 

Operating moving equipment or vehicles NO 

Working around machinery or moving equipment YES 

Climbing on scaffolds or ladders YES 

Working under hazardous conditions NO