Host/Hostess

The hosts are an integral part of the Guests’ first impression of Citrin / Melisse. When a Guest arrives at Citrin / Melisse, he/she must always receive a warm and sincere welcome, and as he/she departs the host must offer a heartfelt thank you and an invitation to return. The host must exhibit Citrin / Melisse’s warmest hospitality.

Restaurant Operations

• Clean and maintain supplies in Host Stand.
• Maintain impeccable condition of menus.
• Ensure smooth functioning of the desk.
• Provide Guests with accurate and up-to-date information about the restaurant.
• Be proficient in the use of Resy.
• Perform assigned side work (stamp bags/coasters, restroom candles/host light, sign)
• Adhere to work schedule and restaurant grooming, uniform, and hygiene standards.

Reservations

• Ensure that calls are answered quickly and accurately.
• Answer the phone with a smile.
• Treat each Guest as you would like to be treated. At no time during the conversation should you sound rushed, impatient, or annoyed.
• Work with the Manager to maximize seating potential thus increasing potential restaurant revenue.
• Be aware of any difficult callers and ask management to intervene.
• Recognize VIPs and regular Guests when they call.
• Confirm waiting list and monitor on a daily basis.
• Confirm reservations for the following day.

During Service

• Welcome the Guest to the restaurant with a warm sincere greeting.
• Monitor all waiting times and minimize Guest’s waits.
• Maintain wait list.
• Escort Guests to a particular table.
• Use a tray to carry any of the Guest’s items (drinks) from the waiting area to their table.
• Pull out all of the chairs, and stay with the table until they are seated.
• Answer phones promptly and politely without sounding hurried.
• Ensure accurate transfer of bar checks to dining room, directing bartender to correct table.
• Know table and position numbers.
• Acknowledge and thank the Guest as they leave the restaurant.
• Hourly bathroom cleanliness checks
• Always clean the Host Stand; restock business cards before, during, and after service.

Communication

• Hand off VIP information to the Manager and assigned Captain immediately after the Guests have been seated.
• Communicate to the manager on duty about any problems that may have been experienced by Guests.
• Answer phones and be prepared (using the fact sheet) to answer questions on the following: address and location, dress code, hours of operation, menu items and price ranges, holiday menus and information, credit cards accepted, large party/private party information, reservation policy.
• Communicate with staff so restaurant can be set properly.
• Be able to answer a wide variety of questions about Citrin / Melisse, from restaurant hours and its reservations policies to the finer details.
• Communicate with Chef daily about menu changes and update them on all platforms
• Communicate with Manager about stocking host stand and bathroom supplies.

Requirements

• Ability to provide a pleasant customer service in a fast-paced environment
• Ability to multi-task and communicate accurate information to the different colleagues
• Have patience and a strong ability to remain calm under pressure
• Ability to work in a standing position for long periods of time, minimum of 6 hours
• Be presentable at all times
• Have good communication skills
• Experience with Reservation systems a plus