The Maître d’ Manager oversees all aspects of the guest booking & reception at OLHSO. They manage booking protocols and the reservations department to ensure that the restaurant seating is being maximized and welcome all guests in service. They run a welcoming and efficient door team, find opportunities to drive business to the bar, and maintain personalized relationships with VIP guests. The Maître d’ Manager is ultimately responsible for managing all aspects of the front door, guest 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 guests throughout, in accordance with Standards. They oversee all special guest requests. The Maître D’ Manager is an ambassador of OLHSO and the most gracious host. Hospitality and communication skills are necessary and required.

Essential Job Duties & Responsibilities: Hospitality

• Liaises between the FOH and culinary team during service.
• Provides and oversees the service for all VIP customers when on property.
• Develop positive customer relationships and address customer service needs.
• Responds efficiently and accurately to all customer complaints and reviews online, in service, and in writing to OLHSO.
• Manage and maintain the reservation system.

Operations:

• Full ownership of the book. Monitors all restaurant reservations and oversees booking protocols at the direction of the General Manager and Head of Global Reservations. Drives tidiness of the grid for maximum efficiency as well as creative solutions for driving more demand.
• Monitors and audits reservationist customer interaction, both via emails and phone.
• Reviews all reservations daily, weekly, and 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.
• Acts as face of OLHSO at industry events, networking events, social events, etc.
• 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.
• 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 OLHSO, providing clear, effective direction.
• Creates systems of accountability and provides consistent feedback, coaching, and disciplinary action as needed.
• Performs all back office POS functions including employee profile and menu creation.
• Plans, executes, and communicates all promotions and company information effectively and efficiently.
• Conducts Department of Health (“DOH”) walk-throughs multiple times per day when on duty to ensure DOH compliance; Addresses 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 and reservations team.

Preferred Qualifications:

• Must have the ability to read, speak, understand, and 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.
• 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 by federal, state, or local regulations and/or Company policy.
• Able to work a flexible schedule to accommodate business levels (weekend, night, 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.
• Demonstrates positive leadership characteristics and supervisory skills, which inspire team members to meet and exceed standards.
• Excellent time management skills with a proven ability to meet deadlines.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service 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.
• 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 of similar experience in a fine-dining, high-volume setting 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.
• Sit or stand for prolonged periods at a desk while working on a computer.
• May be asked to travel to visit vendors or different company locations.

$68,000—$71,000 USD
Benefits (with variation for full-time/part-time employment):

• Structured, generous compensation for all positions
• Comprehensive Medical, Dental, and Vision benefits
• Flexible Spending Account/Health Savings Account
• Commuter Benefits
• Referral Bonus Program
• Career Advancement Opportunities
• Employee Recognition Awards
• Paid Time Off

Job Type: Full-time

Pay: $68,000.00 - $71,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off

Schedule:

• 10 hour shift
• Evening shift
• Monday to Friday
• Weekends as needed

Language:

• Korean (Preferred)

Work Location: In person