Position Summary: You will be the restaurant’s first impression, managing the flow of guests warmly and efficiently to ensure an impeccable experience from arrival. Key Highlights: 1. Warmly and efficiently greet and manage the flow of guests. 2. Coordinate reservations and wait times with the dining room team. 3. Ensure an impeccable experience from arrival through seating. **Restaurant CDMX** **Department:** Service / Dining Room **Reports to:** Captain / 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 greeting and managing guest flow, ensuring an impeccable experience from arrival through table seating—coordinating reservations, wait times, and communication with the dining room team. Main Responsibilities 1) Greeting and Reception * Welcome guests with a hospitable attitude, confirming **reservation details, name, and number of guests**. * Maintain a clean, organized, and brand-aligned **reception area**. * Identify special visits (birthdays, anniversaries, VIPs) and **notify the captain/on-duty 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, ensuring **fairness, rotation, and order**. * Assign tables according to: capacity, section balance, kitchen timing, and service pace. * Record and update table status (occupied / being cleaned / ready). 3) Coordination with the Dining Room Team * Coordinate with captains, servers, and runners the **seating flow**, avoiding overcrowding. * Confirm special setups (baby chairs, larger tables, allergies, preferences) before seating guests. * Support during peak service periods (simultaneous arrivals, shift changes, events). 4) Guest Service and Situation Handling * Address initial guest inquiries: timing, location, general policies, etc. * De-escalate and route complaints discreetly, notifying the on-duty leader when appropriate. * Maintain respectful communication at all times: tone, presence, and language. 5) Phone and Message Communication * Answer calls and messages (per guidelines) regarding: reservations, confirmations, modifications, cancellations. * Record complete information (name, phone, time, notes) and **confirm key details**. Requirements (non-discriminatory) **Education:** High school diploma or equivalent preferred. **Experience:** Prior experience as hostess/receptionist in a restaurant setting is desirable; fine dining experience is valued. Desired Knowledge/Skills * Proficiency with reservation systems (OpenTable or similar preferred). * Strong organizational skills, time management, and ability to handle high volume. * Excellent communication, presence, and hospitality skills. * Basic computer/tablet proficiency and WhatsApp/email usage (if applicable). * Basic conversational English (preferred but not mandatory). **Working Conditions:** Ability to stand, walk continuously, speak clearly, and maintain focus under pressure (during peak guest traffic). Core Competencies (Fiesole) * Genuine hospitality and professional demeanor. * Organization, flow control, and quick decision-making. * Attention to detail (reservations, notes, preferences, timing). * Effective communication with the team. * Punctuality, discretion, and impeccable presentation. Performance Indicators (KPI / Evaluation) * Average wait time vs. communicated wait time (accuracy). * Balanced flow: even table distribution across sections without overcrowding. * Zero critical errors: misrecorded reservations, duplicate table assignments, omission of key notes. * Completion of opening/closing reception checklists. * Feedback from on-duty leader and guest satisfaction (comments/complaints). Code of Conduct and Appearance Guidelines * Respectful and courteous treatment of guests and colleagues. * Proper uniform use, personal hygiene, and professional posture. * No arguments or tension allowed 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 condition, or any other characteristic protected by applicable law. Position Type: Full-time Salary: $10,000.00 – $16,000.00 per month Benefits: * Staff meal program Work Location: On-site