Guest Experience Coordinator (Host)

Description

The guest experience coordinator is a dynamic role in the restaurant primarily focused on ensuring the guests have an exceptional experience as soon as they enter the restaurant by presenting a positive first impression of the establishment's friendliness, excellent service and warm hospitality. This role involves handling multiple tasks in a fast-paced environment, requiring strong conversational communication skills.

Key Responsibilities

• Greeting & Directing: Warmly welcoming guests, determining needs, and providing direction both in person and on the phone.
• Management of Expectations: Provide accurate wait times for guests and third-party affiliates, answer questions and inquiries accurately both for in-person guests and on the phone.
• Prepaid Orders: Manage all prepaid order operations including but not limited to order accuracy, guest communications, packing and quality of product.
• Act as liaison for all third-party orders ensuring drivers have correct orders as well as navigating complaints and other issues to the appropriate channel of communication.
• Familiarity with third-party affiliate policies and procedures within POS system (Toast).

Customer Service Communication

• Excellent communication skills, professionalism, and a warm, guest-focused demeanor.
• Answering phones, addressing inquiries, and managing guest expectations in a natural, confident, conversational tone.

Dining Room Coordination

• Balancing the server load to ensure smooth service and communicating with staff and guests regarding table availability.

Prepaid Orders

• Coordinate with kitchen staff when orders are needed for pick up, ensure order accuracy, navigate communications with third party affiliates.

Support Roles

• Cleaning and organizing the entryway and host stand, assisting with other restaurant operations as needed.

Required Skills

• Excellent communication and interpersonal skills.
• Ability to multitask and work under pressure in a fast-paced environment.
• Strong organizational skills with emphasis on details and familiarity with POS software (Toast).
• A friendly, professional demeanor and appearance.

Qualifications

• Previous experience in hospitality or customer service is required.
• Flexibility to work shifts, including weekends, nights and holidays.