PM Host II - Inn on Biltmore Estate - Reserve

BWM Biltmore Workforce Management; United States; On-site; USD 19,000 - 28,000; Part time

Job summary

Biltmore Estate is hiring a Host II on site to support dining room operations in the evenings, generally 3:30 pm to 11:30 pm, with weekend availability required. The role includes greeting guests, seating them, managing reservations, and coordinating with servers to ensure high-quality service. Hours can add up to 999 per year, with a starting pay of $17.09/hour based on experience.

An employment offer may depend on background checks and related screenings as part of our hiring process.

Qualifications

• Previous host service experience required, preferably in fine dining.
• Commitment to world-class guest service; leadership a plus.
• Fluency in English; basic math for cash/credit handling.
• Familiar with reservations software; OpenTable preferred.
• Excellent interpersonal/communication skills; strong guest service recovery.
• Proactive with good judgment; handles high-pressure situations calmly.
• Ability to learn Biltmore products, services, systems quickly.
• Professional; embodies Biltmore core values.

Responsibilities

• Greet and acknowledge guests as they arrive, no matter how busy.
• Escort guests to tables and assist in seating; present menus.
• Maintain flow of seating by section to best serve guests.
• Thank guests and invite return visits as they depart.
• Coordinate level 1 Host activities and guide servers for setup needs.
• Notify staff of VIP arrivals and special requests for follow-up.
• Answer restaurant calls courteously and efficiently per standards.
• Take and confirm reservations and cancellations per departmental standards.
• Accommodate information requests courteously.
• Anticipate guest needs, address issues promptly, and recover service as needed.
• Train and serve as a go-to resource for Level 1 Hosts.

Skills

Guest service

Communication

English fluency

Reservations software

Interpersonal skills

Proactive judgment

Learn systems quickly

Professionalism

Tools

OpenTable reservations system

Job description

Job Description Reserve: a position working up to 999 hours per year.

The starting pay range for this position begins at $17.09/hour and is based on the level of qualifications and relevant experience above the minimum requirements. Schedule can vary and based on business needs, but is generally between 3:30 pm - 11:30 pm . Weekend availability required Host II's will coordinate host stand operations at the restaurant, ensuring Biltmore standards of service. Level 2 hosts will maintain flow of seating by section throughout the serving period; answer the telephone; maintain the reservations system, taking and updating requests; monitor guest needs; and will provide training to Host I's. In addition, the Level 2 host is responsible for notifying management of any guest service issues that may arise, will make certain that the restaurant is properly prepped for service at all times, and assist with VIP arrangements. The Host II will also provide general assistance and support for the department, leadership, and company.

Essential Job Duties:

• 1. Greet and acknowledge all arriving guests, however busy and whatever time of day.
• 2. Escort guests to tables and assist in seating at tables; present menus and extend congenialities in accordance to department guidelines.
• 3. Maintain an optimum flow of seating by section to best service guests.
• 4. Extend courteous departures as guests leave the restaurant and invite them to return.
• 5. Guide the Servers and Dining Room Assistants in table set-up needs to ensure optimum service to guests; coordinate level 1 Host activities.
• 6. Communicate V.I.P. arrivals and special requests to designated personnel for follow up.
• 7. Answer restaurant telephone courteously and efficiently as specified in department standards.
• 8. Take, record and confirm restaurant reservations/cancellations as specified in departmental standards.
• 9. Accommodate all requests for information courteously.
• 10. Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Initial contact for guest service recovery; identifies and escalates issues as needed.
• 11. Trains and serves as "go to" resource for Level 1 Hosts.

Additional Responsibilities:

• 1. Set up Host station with necessary documents, information and supplies; maintain organization at all times.
• 2. Inspects condition and cleanliness of all menus and wine lists; ensure adequate amounts are available. Update menus and wine list inserts as changes occur.
• 3. Inspect the Restaurant environment and entrance area, ensuring that all standards are met; rectify any deficiencies; maintain cleanliness at all times.
• 4. Provide general assistance and support for the leadership, department, and company as required.
• 5. Print menus as needed and ensure that proper levels of supplies are maintained.
• 6. Ensures caps to reservations are made in anticipation of busy seating periods.
• 7. Will notify management of any elevated guest service recovery issues.

Qualifications:

• 1. Previous host service experience required, preferable in a fine dining or upscale restaurant. At least one (1) year of related F&B experience strongly preferred.
• 2. Demonstrated commitment to delivery of world class internal/external guest service; leadership skills a plus.
• 3. Fluency in English; basic math skills with the ability to handle cash and credit transactions as needed.
• 4. Familiarity with and/or the ability to quickly become proficient with reservations software. Knowledge of Open Table reservations system strongly preferred.
• 5. Excellent interpersonal and communication skills; conveys information effectively; strong guest service recovery skills.
• 6. Proactive, exercises good judgment; anticipates and addresses issues quickly; thinks clearly in high pressure situations. Focus attention on guest needs, remaining calm and courteous.
• 7. Able to quickly learn Biltmore products, services, systems.
• 8. Professional; reflects Biltmore core values.

Physical Requirements:

• 1. Occasionally transport 25 – 50 pounds.
• 2. Endure various physical movements throughout work areas and over duration of work shift.
• 3. Ability to remain ambulatory or in stationary position throughout work shift.
• 4. Exposure to fumes, dust and chemicals
• 5. Ability to work in an environment that may include: Variable temperature conditions and noise levels Outdoor environments

Biltmore is interested in people who strive for excellence; who are committed to working together, supporting each other, and sharing a sense of stewardship to protect this special place. Our employees shape and enrich extraordinary experiences for guests, using judgment and skills based on our Vanderbilt-inspired legacy of hospitality. We invite you to join our dedicated team.

An offer of employment is conditional upon the result of a security background check, reference checks, and—for certain positions—a drug screen, a physical examination, credit report, and/or driving record report prior to the commencement of employment.