Host - Pilgrim's Inn : Job Details

Role Mission

To deliver outstanding hospitality every day and to embody all that Pilgrim's Inn stands for as the first and last touchpoint with our dining guests.

Role Summary

The Host at Pilgrim's Inn is a key role, setting the tone for guests starting before they enter the building through to the moment they leave. You'll be managing our reservations platform, engaging with guests, and tackling daily opportunities to make sure each visitor has a positive, memorable experience. If you've worked at a hotel front desk or as a host in a fine dining restaurant, this role could be a great fit for you. At its core, it is about making people feel welcome, being organized, and communicating well with both guests and your teammates across kitchen and front of house teams.

Host Key Responsibilities

Reservation and Seating Management

• Manage reservations using the Tock platform. Assign tables, keep track of special requests, and ensure guests confirm reservations in advance.
• Create equilibrium in seatings. Assign servers to sections. Monitor sections and pacing so that servers have the same number of diners in a service, and no section is overwhelmed.
• Manage walk-in diners in the Tavern. Direct guests to a preferred table so as to ensure servers have an equal number of guests throughout the night.
• Create wait lists for walk-in guests and actively manage them. Eloquently explain rationale behind the wait list. Seat guests according to their place on the wait list.
• Respond to phone calls, voicemails, and emails about dining reservations and inquiries, and assist guests in finding solutions for their needs.

Alignment with Kitchen and Bar

• Act as a key point of contact for Front of House with the Kitchen team. Stay in communication with expediter throughout service so that pacing is consistent with the kitchen's capacity.
• Act as a point of contact with bartenders and Bar Manager. Manage walk-in guests according to the bar's capacity so that guests are ensured consistently good service and short wait times.
• Inform servers and Kitchen of guest notes, including VIPs, allergies, anniversaries, and other special accomodations.

Guest Experience

• Be a friendly point of contact for guests throughout their visit, helping with anything they need. When a manager is not present, perform table touches to ensure guests are enjoying their experience.
• Help set clear expectations for guests around service and areas of service. Inform guests about menus, Chef in Residency program, and special events. Be able to speak eloquently about dishes and ingredients.
• Anticipate what guests might need and offer thoughtful solutions to make their stay better. Manage guests when issues arise like a wait or miscommunication.
• Keep the host station and dining areas tidy and welcoming.
• Keep the guest restroom tidy and welcoming.

Administrative

• Help shift leads, managers, and innkeepers with daily checklists and regular reporting for both Tavern and Dining Room.

Qualifications

• Experience working at a hotel front desk and/or hosting in a fine dining restaurant.
• A knack for making people feel welcome and comfortable.
• Strong organizational skills and attention to detail.
• Excellent written and verbal communication skills.
• Familiarity with reservation systems, basic office tools, and willingness to learn.
• Calm under pressure and able to handle different guest needs with ease.
• Available to work evenings, weekends, and holidays.