Guest Experience Lead - Fine Dining

Description

Groot Hospitality employs team members who demonstrate a passion for hospitality and dedication to company values and customer service. We are a diverse organization that provides the opportunity to excel in a fast-paced multicultural environment. We are always looking for passionate people who will embrace our belief of hospitality, company growth and customer experience.

Our commitment to diversity, teamwork, and integrity are indicative of the service we provide to our guests. We offer career opportunities with work/life balances, as well as a rewarding career experience.

General Duties and Responsibilities:

• Has basic understanding of all food menu items and specifications

• Has basic understanding of all beverage menu items and specifications

• Has full knowledge and can recognize all members of the Make it Nice Hospitality

Management team as outlined in Nomad Service manual.

• Has full knowledge and can discuss all Make it Nice Restaurants, Publications,

Accolades, Designers, Tools, and Partnerships as outlined in the Nomad Service

Manual

• Has full knowledge and can discuss all areas of the restaurant and their design

inspiration

• Actively participate and contribute in pre-meal meetings

• Knows and executes the service guidelines outlined in the No

Mad Service manual

and the Make it Nice Field Manual

• Greet guests in a positive, friendly manner with eye contact and intention

• Assists guests to their seats, and makes them feel welcome with genuine hospitality

• Bid farewell to guests, using guest’s name when known, and encourage them to

return.

• Consistently follow sequence of service utilizing all proper procedures and

techniques standardized by management.

• Must work as a team and pro-actively assist all employees in servicing guest needs

with a controlled sense of urgency

• Communicates the needs of the guests to kitchen and management. Informs

management of guest reactions and comments. Assists management as needed to

ensure smooth operation and quality service.

• Always uses position numbers.

• Executes opening, closing, and ongoing sidework

• Checks dining area, tables, and chairs for cleanliness. Maintains cleanliness and

organization of service stations and service areas.

• Greets guests promptly as they enter the restaurant, making a positive first

impression. Greets guests warmly with a smile and making eye contact.

• Uses the guest’s name at all times. Knows and acknowledges all VIPs by name.

• Answers phones, keeps accurate count of reservations and handles reservation book.

• Can positively recognize restaurant industry reviewers, writers, heads of industry,

and health department officials and quickly relays this information to management.

• Runs VIP chits to dining room managers, servers, bartenders, sommeliers, and Chefs

• Handles all transfer tickets from the bar to the dining room

• Assists in transferring drinks from the bar into the dining room using a tray at all

times

• Assists with checking bags, coats, and other guest items

• Assist guests to tables and help with seating

• Collects and stores menus. Maintains the cleanliness and appearance of the menus.

• Ensures that all menus have proper inserts and are current according to the most

recent changes. Replaces all menus in poor condition after making sure that

replacements are available.

• Has complete knowledge of the floor plan, table #s and stations.

• Monitors which tables are in use, available, and about to turnover. Is immediately

aware when tables are reset and ready for guests. Checks for completeness of table

settings prior to seating guests.

• Frequently checks back with guests who are waiting to be seated. Makes it evident

to guests that they have not been forgotten and that tables are being prepared for

them.

• Resolve guest…