ROOF Lead Host

LEAD HOST

Job Location:

Chicago, IL 60601

Salary Range: $23.00 - $23.00 Hourly

theWit Hotel, a dynamic destination within the Hilton brand, stands at the intersection of sophistication, creativity, and exceptional hospitality in the heart of downtown Chicago. ROOF on theWit is seeking an engaging, polished, and organized Lead Host who embodies refined service and genuine warmth to join our front-of-house team.

• Greet and welcome guests as they arrive, creating a polished and positive first impression.
• Coordinate host-stand activities during assigned shifts and provide clear work direction to Hosts to support an organized arrival and seating process.
• Manage reservations, the waitlist, table status, and seating rotation to promote timely seating, balanced server sections, and efficient use of available capacity.
• Prepare and adjust the daily floor plan based on reservations, business levels, special events, table availability, guest preferences, and manager direction.
• Review voicemail and reservation inquiries, return routine calls within established guidelines, and route matters requiring management or Sales involvement to the appropriate person.
• Provide guests with accurate wait times and keep them informed and comfortable while waiting.
• Identify VIPs, repeat guests, special occasions, preferences, and relevant visit history; maintain accurate guest profiles and communicate appropriate details to the service team.
• Provide servers with seating chits or system notes containing relevant guest information, special requests, and reservation details.
• Explain established cover charges, minimum-spend requirements, reservation policies, menu information, specials, and events accurately. Refer disputes, exceptions, waivers, or pricing changes to a manager for approval.
• Monitor the dining and reception areas to maintain a clean, organized, and welcoming environment and to anticipate service delays or guest concerns.
• Coordinate with Hosts, managers, servers, bartenders, security, Sales, and other departments to support seamless service.
• Model service expectations and assist with the orientation and on-the-job training of Hosts, including reservation procedures, seating standards, guest recognition, and escalation protocols.
• Provide timely, factual feedback to management regarding workflow, attendance concerns, guest issues, or training needs. The Lead Host does not issue corrective action or make employment decisions.
• Respond to positive and routine, minor guest feedback in Seven Rooms within approved guidelines. Escalate serious complaints, allegations, safety concerns, significant service failures, compensation requests, or highly negative reviews to management.
• Handle guest concerns professionally and courteously, resolving routine matters within established guidelines and escalating concerns to management when necessary.
• Support elevator access procedures, including coordinating opening and closing calls, in accordance with property protocols.
• Ensure lost-and-found items are documented and promptly transferred to the Front Desk or designated department in accordance with property procedures.
• Complete opening and closing host-stand duties and ensure reservation systems, menus, supplies, guest lists, and reception areas are accurate, clean, and ready for service.
• Maintain accurate reservation notes, guest profiles, event information, logs, and other records while protecting confidential guest and company information.
• Actively participate in Safety Plan and energy improvement initiatives.
• Comply with attendance requirements and be available to work on a regular and reliable basis.
• Perform Host duties and any other job-related duties as assigned based on business needs.

• At least one year of experience in a hotel, restaurant, nightlife venue, or related guest-service environment preferred.
• Previous experience as a Host, Lead Host, Server, or in a comparable customer-service role preferred.
• Experience coordinating a host stand, reservations, guest flow, or small team in a high-volume or upscale environment preferred.
• Comprehensive understanding of the English language and the ability to…