Azzurro - Host/ess

SUMMARY

The Host/Hostess serves as the first point of contact for guests at all resort dining outlets. This role ensures guests are welcomed, seated efficiently, and guided with warmth and professionalism. The Host manages reservations, guest flow, and VIP arrivals, while supporting the team with minor table setup and station readiness, contributing to a seamless and Forbes Five-Star guest experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Guest Engagement & Experience

• Greet and acknowledge all guests warmly and professionally, regardless of occupancy level or time of day.
• Escort guests to tables, assist with seating, and present menus with attention to detail and courtesy.
• Manage reservations, waitlists, and VIP arrivals efficiently using POS or digital reservation systems.
• Record and communicate guest preferences, special requests, and VIP arrivals to servers and management.
• Anticipate guest needs proactively and respond promptly to inquiries or requests.
• Handle guest complaints following Forbes-aligned L.A.S.T. procedures (Listen, Apologize, Solve, Thank).
• Maintain positive guest relations throughout the dining experience, including courteous departures.

Operational & Front-of-House Support

• Maintain cleanliness, organization, and visual appeal of the host station, entrance areas, and waiting areas.
• Assist servers and server assistants with table setup, station readiness, and minor support tasks as needed.
• Ensure menus, wine lists, and guest materials are current, clean, and properly displayed.
• Monitor guest flow and seating to maintain smooth table turnover and service pacing.
• Support opening and closing duties related to host station and outlet readiness.
• Validate parking tickets and coordinate with valet to ensure timely guest departures.

Reservations & Communication

• Take and confirm reservations and cancellations accurately, recording required guest details.
• Communicate efficiently with servers, management, and other resort departments to ensure smooth operations and guest satisfaction.

Training & Standards

• Maintain full knowledge of daily activities, in-house groups, outlet hours, menus, pricing, ambiance, and resort services.
• Participate in pre-shift briefings, training sessions, and service updates.
• Uphold Forbes-aligned grooming, uniform, and service standards consistently.

SECONDARY FUNCTIONS

• Assist with room service setup and answering room service inquiries when needed.
• Support billing procedures in restaurant and in-room dining as required.
• Assist with buffet setup during special events or high-volume periods.

EDUCATION & EXPERIENCE

• High school diploma or equivalent; hospitality coursework preferred.
• Previous experience in hosting, front desk, or luxury guest-facing roles preferred.
• Familiarity with POS/reservation systems (e.g., MICROS, OpenTable) preferred.

EDUCATION & EXPERIENCE

• High school diploma or equivalent; hospitality coursework preferred.
• Previous experience in hosting, front desk, or luxury guest-facing roles preferred.
• Familiarity with POS/reservation systems (e.g., MICROS, OpenTable) preferred.

REQUIREMENTS

Physical Demands

• Ability to stand and walk for extended periods.
• Comfortable working indoors and outdoors across restaurant, pool, and beach areas.
• Capable of lifting or moving light items (menus, small setup items) as needed.

Communication & Interpersonal Skills

• Fluent in English (spoken and written); additional languages preferred.
• Strong interpersonal skills; able to anticipate guest needs and manage expectations professionally.
• Comfortable using POS, digital reservations, and handheld communication devices.

Behavioral Competencies

• Exhibits professionalism, composure, and genuine warmth.
• Demonstrates proactive problem-solving, situational awareness, and attention to detail.
• Works collaboratively with servers, server assistants, and management while guiding service flow when needed.
• Embodies the resort’s values of respect, integrity, and excellence in service.

WORK ENVIRONMENT

• Fast-paced, guest-facing luxury resort environment.
• Indoor and outdoor work across outlets with varying noise levels.
• Must maintain Forbes-aligned grooming, uniform, and presentation standards.

SERVICE EXCELLENCE EXPECTATIONS

• Creates a polished first impression through warmth, attentiveness, and professionalism.
• Manages guest flow efficiently, ensuring seamless seating and smooth table turnover.
• Maintains organized, clean, and visually appealing host stations and entrance areas.
• Anticipates guest needs and communicates proactively with the service team.
• Embodies the resort’s service philosophy: gracious, refined, and intuitive at every guest interaction.