Maitre D / Reservationist

Salary Range: $24-$28 Hourly Wage + 1% of the 3% Admin Fee for Events (DOE and state)POSITION SUMMARY: The Maitre'D/Reservationist presents a positive first impression of Gjelina's friendliness, excellent service, and high standards.
They approach all guests with grace and hospitality first.
The Maitre'D/Reservationist confidently informs guests with a firm understanding of the floor, reservations, and policies at all Gjelina affiliated restaurants.
The Maitre'D/Reservationist helps to cover Host shifts at the door - greeting and seating guests, maintaining control of the floor, etc.
The Maitre'D/Reservationist goal is to maximize bookings (across all affiliated properties) by delivering a curated and efficient reservations service.
Our Maitre'D/Reservationists are meticulous at administrationensuring that every detail of a customer's reservation has been accurately recorded and communicated, following established procedures.The Maitre'd/Reservationist is responsible for controlling the flow of seating in the restaurant in a way that maximizes covers without compromising service.GENERAL ATTRIBUTES:To maintain a high customer service focus by approaching your job with our guests' satisfaction always in mind.To have a positive impact, taking responsibility and initiative to resolve issues, always clearly communicating with both guests and your colleagues.To be decisive, accepting responsibility for making things happen, thinking ahead and developing contingency plans (while ensuring that you have the support to get the job done).To be motivated and committed, approaching all tasks with enthusiasm, and seizing opportunities to learn new skills or knowledge in order to improve your performance.To be flexible, responding quickly and positively to changing environmentsTo maintain high team focus by strong leadership, showing cooperation, and support to colleagues in the pursuit of department goals.
ESSENTIAL DUTIES AND RESPONSIBILITIES Other duties may be assigned.Report for duty on time and ensure you use the time clock to check in and out.
Manage your time, including taking rest and meal breaks in compliance with New York Labor Law.
Keep the Manager informed when you leave the kitchen.Maintain high standards of appearance and hygiene that include clean clothes up to dress code standards, nails and hair and no heavy perfumes/colognes.
Manage your time including taking rests and meal breaks in compliance with New York Labor Law; keeping managers informed when you leave the floor Adhere to all health, safety, alcohol control and sanitation protocols Know our regulars and encourage new guests to become regulars by establishing a rapport that includes the guests' likes and dislikesOrganize, clean, and maintain all areas of your service station Keep a manager informed when leaving the floor Use reservation system to manage/track guest flow into the dining and bar area, provide accurate wait times to incoming guests; maintain awareness of the status of the restaurant as a whole during service to make informed decisions regarding wait times and seatingCommunicate with floor staff and management team about necessary table arrangements before and during serviceCommunicate with Bussers, Servers, and Managers throughout service; updating on turn times, late reservations, out-times, guest notes, etc.
Answer incoming calls to the restaurant and provide appropriate service; encourage guests to make reservations; respond efficiently and politely to all telephone, internet and in-person inquiriesEnsure that all reservations are recorded following established procedures with full and clear information and that they are input accurately and promptly in the reservation systemLiaise with all departments to ensure the best service is provided to our customersAdhere at all times to the strictest of confidences, customer lists, customer information, business plans and financial informationInform and involve managers when "Friend & Family" and special occasion events are booked before and during service Understand the right of way (guests, food runners, and staff) Knowledge of all food menu items; understand main ingredients in each dish; understand how to communicate each dish to guestsFully understand the floorplan, table numbers, and seat positions of the entire venue Attend mandatory trainings and pre-shift meetingsSupporting the management team in all aspects of in-house service and events To deal efficiently and politely with all telephone, email, internet and 'in person' enquiriesManage the reservation books, Guest profiles, and Guest requests at all Gjelina affiliated restaurants.
Learn and maintain knowledge of menus at all affiliated restaurants.
Understand the chain of communication and ensure the correct people are informed of Guest and reservation issues / requests.
Attend daily pre-shifts with prepared notes on that day's service / Guests.Know our regulars and encourage new guests to become regulars by establishing a rapport that includes the guests' likes and dislikesTend to special Guest needs and requestsProtect establishment and patrons by adhering to sanitation, safety and alcohol control policiesMaximize revenue by converting enquiries, recognizing business prospects and taking every opportunity to promote premium bookings by connecting with the Events TeamTo liaise with all departments to ensure the best service is provided to our customersTo ensure that all your work meets company standards and is according to training given; all function paperwork must be accurate and complete, including event/group requirementsAdhere at all times to the strictest of confidences, customer lists, customer information, business plans and financial informationAdhere to protocols surrounding Pre-Set Menus, Gift Cards, and Lost & FoundEnsure all OpenTable procedures are handled in a timely and efficient manner to maximize coversAssist with accommodating large party reservation inquiries, (parties of 9-16 requesting a NON-PRIVATE space)Cross reference confirmed events in Triple Seat with inquiring guests looking to have a large party reservation and communicate availability (or not)Send follow up email to inquiring guests outlining preset menu options / pricing cost per person and attaching a copy of "Gjelina Private Events Menu" for guest reviewObtain desired "menu tier" selection and draft proposal in Triple Seat (Desired Menu Tier X # of Guests; including service charges + taxes) and sending cost proposal to guest along with CC auth form to secure the larger table reservationSend through current restaurant menu to inquire guest to obtain menu selections for the table, based on desired menu tierCorrespond to questions regarding menu selection, space, allergies, etc.Obtain cc auth form, menu selections, and enter client reservation details into Open Table and Triple SeatSolidify reservation by sending client the final menu selections and confirming reservationsPrint Pre-Set Menu for each corresponding large party reservationSend Events Team updated weekly menu each MondayUpdate weekly menu into Triple SeatPerforms other duties as assigned by supervisor / managerQUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Minimum 1+ years restaurant or related experience (preferred).Ability to understand and follow written and verbal instructions Experience in OpenTable or similar online reservation systemAbility to learn TripleSeatUnderstand and work with seating charts and floor plansProficient in: Word, Excel, Both Mac and PC Systems and EmailPrevious restaurant and host experience, a mustKnowledge of all dishes on the menu, to be able to identify them and to know their ingredientsKnowledge of all beverage items to include undertaking in-house training in wineUnderstanding, knowledge, and ability to comply with safety, sanitation, and food handling proceduresAbility to prioritize work activities, provide accurate information and assistance to any management or colleagues' request in a timely and courteous mannerAbility to keep calm when faced with any unusual situationsAbility to perform the essential functions of the jobKnows basic MathAble to take guest orders in Point of Sale - "POS" Ability to take and follow direction Ability to work in a team environment Ability to work calmly and effectively under pressure Must have problem solving abilities, be self-motivated, and organized Able to work in a fast-paced environmentNeat, clean, and professional appearanceWillingness to work a flexible schedule, including weekends and nightsExhibit a sense of urgencyWillingness to work on your feetHas high level of enthusiasm and self-motivation Knowledge of proper food handling.Knowledge and use of kitchen forms/systems.High School education, diploma (or in process) or GED, preferred.Food Handler Certification - Food Handling & Sanitation Awareness, desiredMust understand how to abide by the rules of the Department of Health related to Food Service.PHYSICAL DEMANDS: The physical demands described are representative of those that must be met by an employee to successfully perform the essential function of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the position is regularly required to stand and walk for long periods of time.
The employee must regularly lift and/or move up to 15 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 35 pounds.
Ability to work with restaurant equipment and dishware (food warmers, ovens, fryers, knives, pots, plates, and pans, etc.).
Bending, stooping, reaching, twisting, grasping, pinching, smelling, tasting, reaching/lifting above shoulders in a repetitive manner, use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
Ability to work with cleaning solutions.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.WORK ENVIRONMENTS: The work environment characteristics described are representative of those the position encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The noise level in the work environment may be moderate to loud with surrounding areas that may be wet, hot/cold, slippery, or humid.