Hostess/Receptionist

Description

Position Summary: Be the restaurant’s first impression by warmly and efficiently receiving and managing guest flow, coordinating reservations, wait times, and communication with the dining room team. Key Highlights: 1. Warmly and efficiently receives and manages guests. 2. Coordinates reservations and wait times. 3. Assists in managing service peaks. **Restaurant CDMX** **Department:** Service / Dining Room **Reports to:** Head Waiter / Floor Manager / Operations Management **Schedule:** Rotating (based on operational needs) **Position Type:** Operational Purpose of the Position To serve as the **first impression of Fiesole**, warmly and efficiently receiving and managing guest flow — ensuring an impeccable experience from arrival through seating — while coordinating reservations, wait times, and communication with the dining room team. Main Responsibilities 1) Reception and Greeting * Greet guests with hospitality, confirming **reservation details, name, and number of guests**. * Maintain a clean, orderly, and brand-aligned **reception area**. * Identify special visits (birthdays, anniversaries, VIPs) and **notify the shift captain/leader**. 2) Reservation, Waitlist, and Table Assignment Management * Manage reservations via the restaurant’s designated platform (e.g., **OpenTable**) and/or internal system. * Clearly and empathetically communicate **estimated wait times**. * Manage walk-ins and the waitlist to ensure **fairness, rotation, and order**. * Assign tables based on: capacity, section balance, kitchen timing, and service pace. * Record and update table status (occupied / being cleaned / available). 3) Coordination with the Dining Room Team * Coordinate with captains, servers, and bussers to manage **seating flow**, preventing congestion. * Confirm special setups (baby chairs, larger tables, allergies, preferences) before seating. * Assist in managing service “peaks” (simultaneous arrivals, shift changes, events). 4) Guest Service and Situation Handling * Address initial guest inquiries: timing, location, general policies, etc. * De-escalate and channel concerns discreetly, notifying the shift leader when appropriate. * Maintain respectful communication at all times: tone, presence, and language. 5) Telephone and Message Communication * Answer calls and messages (per guidelines) for: reservations, confirmations, modifications, cancellations. * Record complete information (name, phone number, time, notes) and **confirm key details**. Requirements (non-discriminatory) **Education:** High school diploma preferred (or equivalent). **Experience:** Prior experience as hostess/receptionist in a restaurant is desirable; fine dining experience is a plus. Desired Knowledge/Skills * Proficiency in reservation systems (OpenTable or similar preferred). * Strong organizational skills, time management, and ability to handle high-volume situations. * Excellent communication, professional presence, and hospitality orientation. * Basic computer/tablet proficiency and familiarity with WhatsApp/email (if applicable). * Basic conversational English (preferred but not mandatory). **Working Conditions:** Ability to stand for extended periods, walk continuously, speak clearly, and maintain focus under pressure (e.g., during peak guest traffic). Core Competencies (Fiesole) * Genuine hospitality and professional demeanor. * Orderliness, flow control, and quick decision-making. * Attention to detail (reservations, notes, preferences, timing). * Effective communication with the team. * Punctuality, discretion, and impeccable appearance. Performance Indicators (KPI / Evaluation) * Average wait time vs. communicated wait time (accuracy). * Balanced flow: even table distribution across sections without congestion. * Zero critical errors: misrecorded reservations, duplicate table assignments, omission of important notes. * Completion of opening/closing reception checklists. * Feedback from shift leaders and guest satisfaction (comments/complaints). Code of Conduct and Appearance Guidelines * Respectful and courteous treatment of guests and colleagues. * Proper uniform usage, personal hygiene, and professional posture. * Prohibited: arguments on the floor or creating tension in the reception area. * Responsible handling of guest information (personal data, reservations). Compliance Note Fiesole fosters an inclusive, non-discriminatory workplace; this position is offered without distinction based on gender, age, origin, marital status, appearance, socioeconomic status, or any other characteristic protected under applicable law. Position Type: Full-time Salary: $10,000.00 – $16,000.00 per month Benefits: * Staff meal program Work Location: On-site employment