Host - Position Purpose
A dual role. Reservations Management will either rota you on as a
Reservations Agent or Restaurant Host. When the Restaurant is open, there is
always a minimum requirement for at least one Reservations Agent and one Restaurant
Host.
When you are scheduled to be a Reservations Agent, it is your responsibility
to ensure all telephone calls to the restaurant phone line are answered – specifically
between the hours of 9.30am – 5.30pm. You look after reservations, booking
scheduling/ maximising, and all restaurant and garden afternoon tea customer
liaison (email/ phone/ in person).
When you are scheduled to be a Restaurant Host, it is your responsibility
to welcome, greet and sit all guests arriving for service, and support the
Reservations Agent taking customer telephone enquiries.
It is the responsibility of the Reservations Agent and Restaurant
Host to cover each other’s breaks, including lunch so at no point is the phone
system left unattended.
Principal Accountabilities
RESERVATIONS AGENT
DAILY/ GENERAL
* Daily
briefing with fellow receptionist, hostess and restaurant manager on shift for
allocation of jobs, notification of reservations the day ahead, agreement to manage
breaks and any other handovers from day before.
* Check
res.richmond@petershamnurseries.com mailbox for emails. Ensure system in place
for sharing the answering of emails with other team members to avoid duplication,
plus emails filed away once dealt with.
RESERVATIONS
* Check
bookings week ahead and check the cover flow/ reservations staggered correctly
(in case there are too many tables booked at any one time)
* Reservations
are maximised in communication with kitchen, restaurant, and afternoon tea
management.
* Guests
are profiled and flagged appropriately daily/ as required.
* Guest
information is entered accurately and correct.
* Floor
plans are as required.
* Oversee
cancellations and credit card charging.
* System
set up including automated emails, users set up etc, troubleshooting issues.
* Dialogue
communicated to customers is correct and accurate.
* Ensure
scheduling of private events entered accurately.
* Continuous
review reservations diary for three months ahead.
* Daily
meeting (take a copy of daily reports and flag any VIP's/Regulars) 11.30
* Attend
weekly F&B Ops meeting and share comms/ report on calls and covers, including
monthly report
* Where
scheduled attend Reception catch up meeting to communicate feedback or training
points to reception team;
* Host Reservation Training sessions for fellow receptionists ensuring
they have the most up-to-date information and trained fully in taking
reservations to spec.
* Produce
and maintain reservations SOP, email templates, phone etiquette SOP, FAQ in
conversation with Reception Manager.
* Look
at daily service report and action any issues/communicate any feedback.
Contribute to the daily service report.
* Assist
Restaurant Manager with complaint handling – ensuring customers are responded to
within 24 and 48 hours.
* Circulate
weekly covers via email
* Liaising
with the kitchen and restaurant managers to ensure they have the most
up-to-date daily information about bookings, important relevant information.
* In
support of the Reservations Manager, you are also responsible to confirm large
parties reservations in the week ahead, liaising with the upmost
professionalism with customers, communicating with the kitchen regarding menus,
numbers, expectations.
HOST
The hostess is the first employee to
interact with arriving guests as they enter the restaurant. It is the job of
the hostess to greet arriving guests, welcome them into the establishment, make
a great impression and seat them.
Your responsibilities will include, but not be limited to:
* Ensure
host station/ desk clean and organised at all times.
* Check
with Reservations/Restaurant Manager or Reservations Agent to ensure you have
the most up-to-date booking sheet and information for the day
* Have
full knowledge of the booking system so to assist customer with their
reservations
* Responsible
for guest profiling in restaurant and inputting info/ applying correct flags in
Open Table
* Greets
customers, escort to their table, pull seat out for the ladies, take coats and
present menus
* Make
sure the section waiter is aware their table has been seated
* Keep in
constant contact with the servers and the kitchen to ensure smooth service
* Thank
and say goodbye to all guests
* Cover
Reservations Agent lunch break and assist answering phones when more than one-line
ringing.
PERSON SPEC:
* Excellent
organisational and time management skills.
* Excellent
IT skills, including knowledge of a range of software packages.
* The
capacity to prioritise tasks and work under pressure.
* Ability
to liaise well with others and delegate tasks.
* Strong
oral and written communication skills.
* Ability
to work on your own initiative.
* Attention
to detail.
* Flexibility
and adaptability to changing workloads.
* Problem-solving
skills and project management ability.
Other
* Flexible working includes regular weekend, bank
holiday and occasional evening working.
* Proactively seek out a full working knowledge of
phone system, Outlook, SharePoint, booking system.
Key
Performance Indicators
* Lead by example
offering excellent customer service
* Familiarise
yourself with regular diners and VIP guests
* Reservation
management and staggering
* Answering all
calls and emails as efficiently as possible.
Competencies
* Planning &
Organising
* Resilience &
Composure
* Integrity &
Trust
* Working with
Others
* Leading & Managing