Maitre D - Beverly Hills, United States - Maybourne Beverly Hills Hotel

Description

Job Description

Job Overview

The Maybourne Beverly Hills Hotel invites you to explore opportunities to push your creativity and be outstanding in a career that will bring out your craft and passion. We look for people that will share our vision and help bring it to life. If this is something you want to be a part of, we look forward to receiving your application.

Summary of Position

The Maitre'd is responsible for providing a positive representation of our business, treating guests with respect when they enter the restaurant, and overseeing the reservation and guest experience process. As a Maitre'd, it is your responsibility to maximize seating to ensure the restaurant is operating at its full potential, whilst building guest relationships.

Roles and Responsibilities

Job duties include, although are not limited to:

• Assist with the management of proper scheduling coverage
• Maintains and trains the team on host responsibilities and procedures
• Maintains a clean, organized, and well-appointed host stand
• Assist management with planning, executing, and communicating all special, sales promotions, and new product information to guests and team effectively and efficiently
• Assists management team in identifying staffing , recruiting, interviewing, hiring, and trainings needs of qualified host(ess) candidates
• Is the standard for outstanding hospitality and customer service, and takes responsibility for the service executed by colleagues at the restaurant
• First line to guests for complaints, issues, and inquiries before involving management
• Maintains high cleanliness standards throughout restaurant including table sets, table cloths, heater arrangement, etc
• Coaches and guides host team members for improved performance, documenting developmental plans for the executive management team as necessary
• Ensures and maintains ADA compliance of pathways and seating in collaboration with management
• Understand all functions and procedures relating to reservation platforms
• Answer phones, emails, text and in-person requests to arrange bookings
• Provide information relating to pricing and booking reservations or parties
• Maintain a wait list and contact guests on a first-come-first-serve basis
• Communicate with guests about wait times and relevant seating policies
• Assess capacity of dining room and calculates wait time accordingly
• Coordinate with front-of-house management to provide a quality experience to guests
• Seat guests and manages the pace of seating to provide efficient service
• Notify any managers on duty of the arrival of any certain parties, including, but not limited to, DOH inspectors or VIP guests
• Document VIP notes in Resy
• Perform any other tasks commonly expected of an individual in the position of a host(ess)
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of:
• Scheduled daily activities and in-house groups.
• Daily house count.
• Hotel extension numbers.
• Beeper number/radios carried by hotel personnel.
• Hours of operation of each outlet, ambiance, menu selections and price range.
• Features and services provided by the hotel.
• Availability of seating within outlet during shift or for future requests.
• Any special events or menus that are being offered during service or in upcoming days.
• Maintain complete knowledge of all menu items, specials, 86'd items, liquor brands, beers and non-alcoholic selections available in the restaurant.
• Maintain complete knowledge of and strictly abide by state liquor regulations, particularly those prohibiting service to minors, intoxicated persons and drunk driving.
• Maintain complete knowledge of table/seat/station numbers, proper table set-ups, room capacity, hours of operation, price range and dress code of the restaurant.
• Maintain complete knowledge and comply with all departmental policies and service procedures.
• Prepare station chart and assign stations to staff following departmental procedures.
• Set up Host(ess) station with necessary supplies; maintain cleanliness at all times. Report shortages to Supervisor.
• Inspect condition and cleanliness of menus and wine lists; ensure designated amounts are available. Update menus and wine lists as changes occur.
• Inspect the restaurant environment and entrance area, ensuring that all standards are met; rectify any deficiencies; maintain cleanliness at all times.
• Ensure that a selection of reading materials (journals, local news, travel literature) is always available and in good condition.
• Inspect tables and stations, ensuring that all set-ups meet the department standards. Check throughout meal period. Relay deficiencies to respective personnel and follow up on corrections.
• Answer restaurant telephone courteously and efficiently as specified in departmental standards.
• Take, record, and confirm restaurant reservations/cancellations as specified in departmental standards.
• Maintain positive guest relations at all times.
• Greet and acknowledge all arriving guests with a sense of urgency and putting the guest at the center of all you do.
• Escort guests to tables and assist in seating at tables; present menus and extend congenialities in accordance to department guidelines.
• If guests are waiting for a table, either in the bar/lounge or reception area, maintain dialogue with them. Update them with expected time for table to become ready and try to develop rapport when appropriate.
• Anticipate guest needs and respond promptly.
• Accommodate all requests for information courteously.
• Communicate V.I.P. arrivals and special requests to designated personnel for follow up.
• Handle guest complaints and ensure guest satisfaction.
• Monitor and ensure that all aspects of service conform to departmental standards. Notify respective personnel for problems to be corrected.
• Extend courteous departures as guests leave the restaurant.
• Ensure tables are cleaned and reset according to standards.
• Complete closing duties as assigned.
• Host stand is left in immaculate condition, completely re-stocked of any supplies, including tissues, matches, toothpicks, and supplies for children.
• Menus are clean and organized and ready for the following day's service. Any deficiencies in quality or stock are reported to supervisor/manager.
• Reading glasses are clean and blemish free.
• Reservation system is properly maintained; all tables are updated properly and any relevant guest information input in guest's profile (e.g. Dietary Restrictions, seating preference, beverage preference, meat preparation preference).
• Reading materials are refreshed and in good condition.
• Any documents containing guest information are turned in or destroyed according to PCI standards.
• Oversee all aspects of restaurant during absence of Manager and/or Supervisor.
• Legibly document pertinent information in restaurant logbook.
• Be familiar with the operation of P.O.S. system and manual system procedures.
• Exhibit a friendly, helpful, and courteous manner when dealing with guests and fellow colleagues.
• Perform all other duties as and when assigned by hotel management.

QUALIFICATIONS:

1. Minimum six months' experience in a similar position, preferably with a luxury or ultra-luxury restaurant.
2. Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest's service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
3. Knowledge with POS systems, Microsoft WORD, Excel, Outlook
4. Knowledge of local activities and attractions appropriate for restaurant clientele preferred.
5. Required to speak, read and write English, with fluency in other languages preferred.
6. Ability to effectively deal with guest and employee concerns in a friendly and positive manner. This involves listening to the nature of concern, demonstrating empathy with the customer and providing positive and proactive solutions

PHYSICAL REQUIREMENTS:

• Constantly operates a computer and other office productivity machinery, such a computer, copy machine, printer, etc.
• Must be able to constantly communicates with vendors, clients, staff members, therefore must be able to communicate, converse with and exchange information to their understanding
• Must be able to detect, determine, perceive, identify, recognize, and assess from long distances
• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
• Must be able to bend, stoop, squat and stretch to fulfil tasks
• Must be physically able to exert physical effort in transporting or lifting up to 20 lbs.
• Must be physically able to walk without assistance on various surfaces for an extended period.
• Must be physically able to stand for extended period
• The position requires manual dexterity, grasping, writing, repetitive motion, bending and climbing

How you Demonstrate your Talent

The guests of The Maybourne Beverly Hills are our top priority. We take great pride to ensure that each and every guest has the most memorable experience that is enhanced by going the extra mile through providing the world-class service our hotels are known for.

1. Go the EXTRA mile in our efforts
2. Be RESPECTFUL to our guests and colleagues
3. Deliver service in a CARING fashion
4. Be OUTSTANDING
5. Express your own personality – Create your LEGACY
6. Be your NATURAL SELF – Be genuine and sincere with the guest and colleagues

Who you would be working for

Maybourne owns and manages Claridge's, The Connaught, The Berkeley, The Maybourne Riviera, The Emory and The Maybourne Beverly Hills – six of the world's most renowned luxury hotels.

Our hotels have histories that stretch back over a century. And, while each one retains its timeless appeal and individual nature, we are committed to ensuring they are always in tune with the wants and wishes of today's discerning guests.

A warm welcome and cool spirit define The Maybourne Beverly Hills, the newest member of our hotel family. Blending our signature service style with the energy of Beverly Hills, expect culinary creativity and contemporary comfort, all wrapped up in a landmark location. The Maybourne Beverly Hills is California, through and through.

COMPANY BENEFITS:

• Medical/Dental/Vision Insurance
• Company matched 401(k) plan
• Company matched Health Savings Plan
• Flexible Spending
• Paid Holidays
• Paid Time Off
• Paid Sick Leave
• Employee Assistance Program
• Parking
• Employee Recognition Programs
• Colleague meals
• Colleague Referral Incentive program

*The Maybourne Beverly Hills participates in E-Verify.*