Host/ Reservationist

The Host/Reservationist is a dynamic hospitality professional who plays a key role in creating a seamless and welcoming guest experience from the first point of contact through departure. This dual-role position is responsible for greeting and seating guests, managing reservations, responding to phone and email inquiries, and ensuring the smooth operation of the front desk and guest flow.

Hosts warmly welcome customers upon arrival, maintain the front entryway and coat check area, oversee coat check service, conduct table and restroom checks, and provide memorable interactions throughout the guest experience. As Reservationists, they handle all incoming inquiries via phone and email, manage reservation bookings, and coordinate closely with the restaurant and Events teams to maintain the flow of the reservation book and overall service.

This role requires a poised, polished, and detail-oriented individual with excellent communication skills, a strong sense of organization, and a passion for hospitality.

Essential Job Duties & Responsibilities:

Job duties and responsibilities include, but are not limited to the following:

• Completes all assigned side work related to opening and closing the front desk, coat check, and customer restrooms. Maintains a clean and orderly front desk with all restaurant collateral fully stocked at all times. Warmly welcomes all incoming customers, checks-in their reservation, and escorts them to their assigned table. Precisely informs customers of waiting times and respects the order of arrival of customers.Ensures customers are rapidly and effectively cared for.Sets host stand for service, ensuring all resources (pens, paper, business cards etc.)  are stocked. Offers coat check assistance to all customers with coats, bags, luggage, umbrellas, etc. Performs routine table and bathroom checks.Maintains all tools of the position. 
• Updates all table statuses to the podium throughout service. 
• Performs restrooms checks and maintains all restroom cleanliness: restocks supplies, empties trash and hand towel bins, wipes down counters, ensures that toilets, faucets, and sinks are all functioning. 
• Communicates to management when there are deep clean or facility issues in the restrooms or restaurant at all times. 
• Clears and sets tables in between seatings. Ensures every table is perfectly set prior to seating customers. 
• Communicates with management in real time when there are seating delays or unsatisfied customers. 
• Updates client profiles on the reservation system with details such as birthdays, preferences, allergies, and more based on interactions from the team. Performs Google searches and keeps thorough and up-to-date profiles on all customers and reservations. 
• Reports to each scheduled shift on time, in uniform, and ready to work.   
• Responsible for training new employees as assigned.   
• Assists other stations or areas of the restaurant when requested by management. Completes all assigned side work related to opening and closing the reservations desk, phone lines, and email lines at Gracious Hospitality Management. 
• Communicates to the Lead Reservationist and Reservations Manager where there are overbookings or anomalies on the reservations grid. 
• Maintains a clean and orderly work station, and a clean office environment. Answers all customer phone and email inquiries in a timely, professional, and hospitable manner, and forwards issues or complaints to the management team. Books customer reservations to the satisfaction of the customer and capacity of each restaurant. 
• Updates client profiles on the reservation system with details such as birthdays, preferences, allergies, and more based on interactions from the team. Performs google searches and keeps thorough and up-to-date profiles on all customers and reservations. 
• Fields phone and email inquiries for GHM. Communicates messages to management or the correct department. 
• Coordinates bespoke, tailored service experiences for clients and plans “COTE-Tailoring Program” moments at the direction of the Lead Reservationist and Reservations Manager. 
• Reports to each scheduled shift on time, in uniform, and ready to work.Assists other stations or areas of the restaurant when requested by management. 

Standards:

• Display knowledge of Cote brand, culture, and product.
• Demonstrate the Company’s core values of people, learning, culture, relationships, sustainability and stewardship.
• Maintain professional and respectful behavior when in contact with customers, management, and teammates.
• Present a polished personal appearance, adhering to company grooming standards outlined in the Employee Handbook. 
• Adhere to all company policies and procedures outlined in handbooks, manuals, and other company documents.
• Attend and participate in all scheduled meetings, training sessions, and continuing education activities.
• Take care of all company property.
• Maintain safety, cleanliness, and sanitation standards.
• Comply with federal, state, and local laws and regulations.

Qualifications:

• Must have the ability to read, speak, understand, 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. 
• Excellent organizational skills and attention to detail.
• 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 work 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 in accordance with federal, state, or local regulations and/or Company policy.
• Able to work a flexible schedule in order to accommodate business levels (weekend, nights, and holiday availability required). We will endeavor to provide reasonable accommodations for sincerely held religious beliefs.  
• Must be of legal age to serve alcohol.
• Certification for responsible alcohol service or the ability to obtain within 6 months.
• Familiarity with restaurant management software such as point of sales, reservations management, inventory management, Microsoft Office, and Google Workspace. 
• Ability to execute steps of service in adherence with company policy.
• Excellent interpersonal and customer service skills.
• Excellent communication with management and teammates.
• Ability to operate phones.
• 1+ years of similar experience preferred.