Maitre D

The Maître D’ oversees all aspects of the restaurant and all its services. This includes set-up of each meal period, service of outlets while focusing on detail, quality, and customer service. The Maître D’ is also responsible for all aspects of supervision of restaurant staff including hiring, training, coaching, disciplining, and reviewing performance of the staff on a daily/weekly/monthly/annual basis.

Responsibilities 

• Ensure guests have a satisfactory dining experience
• Ensure reservation and confirmation standards are adhered to
• Follow up on VIP arrival lists
• Meet with the Reservations Manager to cross reference OpenTable and SMS
• Cross reference comment cards with OpenTable, inputting any necessary information into the guest’s profile
• Greet and escort guests with a professional and positive attitude
• Show guests to tables during breakfast, lunch, and dinner service
• Oversee the flow of guests within the restaurant
• Supervise and coordinate daily operation of the F&B outlets, including preparation and service of all meal periods
• Liaise between kitchen staff, floor staff and management staff effectively
• Complete weekly schedules, staffing as necessary to ensure adequate and consistent levels of service
• Maintain ambience of the restaurant-lighting, music, cleanliness, hygiene
• Inspect table, place settings, including table linen, China, glass, silverware and condiments for correct placement and ensure that each element is clean, undamaged and attractive. Attention to detail is essential
• Oversee and proactively deal with guest queries and complaints
• Advise guests on menu and beverage choices
• Check, oversee and manage guest special occasion arrangements for birthdays, anniversaries, weddings, honeymoons, etc.
• Maintain guest notes in OpenTable, ensuring they are accurate and up to date
• Promote special in-house events
• Establish and maintain standards to ensure the billing of guests is accurate
• Establish and maintain standardized protocols to ensure the guest experience is a memorable one
• Order menus with the Marketing department following proper SOP for changes
• Ensure our menu pars are at an appropriate level
• Adjust OpenTable confirmations and table plans as required
• Oversee all holiday booking and table layouts with the reservations team to ensure guest reservations and revenue
• Ensure all meal periods are set and staff are prepared and organized before the required time of the meal period
• Consult with the Restaurant Operations Manager in reference to operational challenges you may face
• Develop and maintain all department control procedures
• Develop and maintain the department’s training manual
• Develop and maintain the department’s image
• Motivate staff members
• Adhere to checklists/procedures for the restaurant
• Adhere to Relais & Chateaux standard operating procedures that are implemented
• Manage staff training and development
• Maître D’ has the authority to coach, promote, transfer, counsel or discipline subordinate employees or recommend such actions
• Job Titles That Report to the Maître D’: Host, Server, Server Assistant, Reservationists
• Due to the nature of this position, confidentiality is required at all times
• Other duties and responsibilities may be assigned at the discretion of the Restaurant Manager

• A degree in hospitality or business management is an asset but not required. A secondary diploma is required. Previous supervisory experience is required. Knowledge of food and beverage operations and preparation is required with a good focus on wine.
• The ability to work well with a large group of people in a team environment. Must be able to work well in stressful, high-pressure situations including the ability to handle guest complaints and disputes and resolve them to satisfactory results. Must maintain composure and objectivity under pressure. Ability to work a flexible schedule including nights, days, weekends and holidays.
• Excellent communication and guest relation skills in English. Must be effective at listening to, understanding, and clarifying concerns and issues raised by team members and guests.
• Must have ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. 
• The employee is regularly required to use hands and fingers to type, write, file, etc. The employee is also regularly required to stand, walk the property, climb stairs, and sit for periods of time. The employee must occasionally lift and/or move up to 50 pounds.
• Duties are performed in both indoor and outdoor settings, with events often taking place in the elements in all four seasons. Events often involve loud music.