Pm Host Ii - Inn On Biltmore Estate

Flex: A position working an average of 20-29 hours per week (between 1000 - 1559 hours/year). The starting pay range for this position begins at $16.75/hour and is based on the level of qualifications and relevant experience above the minimum requirements.

Schedule can vary, but is generally between 3:00pm - 11:00pm.

Host II's will coordinate host stand operations at the restaurant, ensuring Biltmore standards of service. Level 2 hosts will maintain flow of seating by section throughout the serving period; answer the telephone; maintain the reservations system, taking and updating requests; monitor guest needs; and will provide training to Host I's. In addition, the Level 2 host is responsible for notifying management of any guest service issues that may arise, will make certain that the restaurant is properly prepped for service at all times, and assist with VIP arrangements. The Host II will also provide general assistance and support for the department, leadership, and company.

Essential Job Duties:

• Answer restaurant telephone courteously and efficiently as specified in department standards.
• Take, record and confirm restaurant reservations/cancellations as specified in departmental standards.
• Extend courteous departures as guests leave the restaurant and invite them to return.
• Maintain an optimum flow of seating by section to best service guests.
• Guide the Servers and Dining Room Assistants in table set-up needs to ensure optimum service to guests; coordinate level 1 Host activities.
• Escort guests to tables and assist in seating at tables; present menus and extend congenialities in accordance to department guidelines.
• Trains and serves as "go to" resource for Level 1 Hosts.
• Accommodate all requests for information courteously.
• Communicate V.I.P. arrivals and special requests to designated personnel for followup.
• Greet and acknowledge all arriving guests, however busy and whatever time of day.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Initial contact for guest service recovery; identifies and escalates issues as needed.

Additional Responsibilities:

• Will notify management of any elevated guest service recovery issues.
• Provide general assistance and support for the leadership, department, and company as required.
• Inspect the Restaurant environment and entrance area, ensuring that all standards are met; rectify any deficiencies; maintain cleanliness at all times.
• Inspects condition and cleanliness of all menus and wine lists; ensure adequate amounts are available. Update menus and wine list inserts as changes occur.
• Set up Host station with necessary documents, information and supplies; maintain organization at all times.
• Ensures caps to reservations are made in anticipation of busy seating periods.
• Print menus as needed and ensure that proper levels of supplies are maintained.

Qualifications:

• Demonstrated commitment to delivery of world class internal/external guest service; leadership skills a plus.
• Proactive, exercises good judgment; anticipates and addresses issues quickly; thinks clearly in high pressure situations. Focus attention on guest needs, remaining calm and courteous.
• Professional; reflects Biltmore core values.
• Excellent interpersonal and communication skills; conveys information effectively; strong guest service recovery skills.
• Familiarity with and/or the ability to quickly become proficient with reservations software. Knowledge of Open Table reservations system strongly preferred.
• Able to quickly learn Biltmore products, services, systems.
• Previous host service experience required, preferably in a fine dining or upscale restaurant. At least one (1) year of related F&B experience strongly preferred.
• Fluency in English; basic math skills with the ability to handle cash and credit transactions as needed.

Physical Requirements:

• Occasionally transport 25 – 50 pounds.
• Endure various physical movements throughout work areas and over duration of work

shift.

• Ability to work in an environment that may include:
• Exposure to fumes, dust and chemicals
• Ability to remain ambulatory or in stationary position throughout work shift.

Variable temperature conditions and noise levels

Outdoor environments