Job Title: Host/Busser
Department: Operations
Reports to: Manager(s) on Duty
Location: Field
FLSA Status: Non-Exempt, Part-Time
Travel Required: 0%
Direct Reports: None
Updated: January 2025
POSITION PURPOSE
Our Hosts contribute to OMR’s Mission by serving up exceptional hospitality to our Guests in the forms of irresistible charm, friendly conversation, and a wealth of knowledge when it comes to our brand, food and spirits. They are attentive to Guests’ needs and make them feel welcome, comfortable, important and relaxed throughout their experience within our walls. Our Hosts are responsible for ensuring Guests are greeted warmly within moments of entering the building, always remembering that first impressions last a lifetime. They assist Servers with taking Guest orders and delivering food and beverage. They work closely with Servers, Bartenders, Support Staff and Back of House to help control the flow of the restaurant down to a manageable, well-oiled machine. Finally, our Hosts bring their own unique flair to the more mundane tasks required of them, such as answering phones, fulfilling to-go orders, cash handling, stocking, cleaning and organizing.
ESSENTIAL FUNCTIONS
Guest Service and Relations:
- Exudes a welcoming, friendly and positive demeanor, modeling Guest Service as a priority through personal example and follow through.
- Makes all decisions with a “Guest Centric” attitude, honoring all reasonable Guest requests willingly and cooperatively.
- Answers the telephone in a pleasant manner and responds appropriately to all inquiries and To-Go orders.
- Reinforces identification requirements and age restrictions in accordance with OMR policy and state law regarding alcohol sales.
- Greets and thanks all Guests with enthusiasm and charm; opens the front door for Guests upon arrival or departure when able.
- Manages party sizes and accurately quotes wait times to handle Guests’ needs and maintain the flow of the restaurant.
- Escorts Guests to their tables, engaging them in conversation and passing any pertinent information that will enhance their experience along to the appropriate service team member.
- Hands menus directly to Guests and ensures that each menu is properly identified.
- Maintains a basic working knowledge of OMR menus and signature items to help with Guest requests; communicates all requests to the appropriate service team member.
- Takes initiative and gets creative in resolving Guest challenges with a sense of urgency, poise and good judgment; involves a supervisor only when previous methods have been unsuccessful.
Operations Execution:
- Maintains the pristine image of the restaurant entrance through consistent cleaning and organizing.
- Ensures that the host stand is clean, stocked and orderly, and that menus remain clean and in good condition.
- Checks the bathrooms throughout the shift, refilling product as needed and ensuring the cleanliness of the stalls, floors and sinks.
- Seats Guests at tables that distribute the workload effectively to all servers, so as not to overload or distract servers from delivering exceptional experiences.
- Organizes tables to accommodate large parties.
- Assists with taking orders, filling waters, pre-bussing, organizing and stocking.
- Exhibits competency in Toast point-of-sale system.
- Ensures food safety and security processes and procedures are followed so that all Health Department standards are exceeded. Ensures the timely delivery of beverage and food items, always confirming that orders are to the Guest’s preferences and specifications.
- Reports all equipment problems and maintenance issues to supervisors.
- Follows OMR standards and completes assigned checklists and side work throughout the shift.
Business Development/Business Understanding and Leadership:
- Understands and promotes the concept’s history and culture. Actively participates in marketing and sales plans, and utilizes promotional and marketing tools effectively.
- Follows direction in all delegated tasks and projects and prioritizes follow-through.
- Demonstrates the highest standards and acts as a role model for fellow team members.
- Seeks and welcomes opportunities to learn new techniques and tasks.
Performance Management & Personal Effectiveness:
- Models personal excellence and consistency in day-to-day appearance, behaviors and accomplishments.
- Maintains a professional relationship with all coworkers.
- Arrives to work ready for their shift and does not leave until the next shift is prepared for success.
- Analyzes own strengths, weaknesses, opportunities and areas of development.
- Shows initiative and sense of urgency in accomplishing multiple tasks and projects, adhering to any applicable time constraints. Demonstrates consistency and positivity in approach and behavior.
- Remains calm and composed when something unexpected happens.
- Identifies and analyzes problems, and develops workable solutions.
- Communicates effectively with leadership, team members and Guests.
- Participates in team member meetings.
- Supports the training of new team members and the manager-in-training program as needed.
- Communicates with and updates leadership on personal development plans.
EXPERIENCE AND EDUCATION REQUIRED
- At least 21 years of age
- High school diploma or equivalent required.
- Maintains a current state alcohol serving permit.
- Maintains a current Food Handlers Card.
- Basic understanding of restaurant procedures.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED
- Flexible and able to work extended or irregular hours, to include nights, weekends and holidays.
- Demonstrates clear understanding of and can effectively implement written and verbal instructions.
- Strong team orientation and able to work with a variety of groups to accomplish assigned tasks.
- Works well independently and in high stress, fast-paced environments.
- Able to perform simple mathematical calculations, to include addition, subtraction, multiplication and division.
- Displays technology aptitude for working with Point of Sale systems and various host solutions (waitlist/seating/reservation programs).
- Able to easily connect and effectively communicate with Guests.
- Utilizes strong and creative suggestive selling techniques.
TECHNICAL SKILLS REQUIRED
- Calculator
- Basic computer knowledge
PHYSICAL REQUIREMENTS/ENVIRONMENT /WORKING CONDITIONS
- Store and office environment.
- Standard office equipment, including telephone, PC, copier, fax machine, and printer.
- Extended periods of walking and standing, to include freezers and refrigerators.
- May also require some reaching, bending, squatting and lifting a minimum of 50lbs.
- Repetitive use of hands and simple grasping with hands.
- Frequent hand washing required.
- Some exposure to chemicals, fire, gases and odors.
SUCCESS MEASURES
- Store/Facility Cleanliness
- Guest Satisfaction
- Condition of Menus
- Table Turnover
- Team Morale
- Effective communication
Disclaimer: This position description is not intended, and should not be construed to be, an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended, however, to be an accurate reflection of those principal job elements essential for making decisions related to job performance, employee development and compensation. As such, the incumbent may perform other duties and responsibilities as required.
