Apparatus Room Lead Host

WHO WE ARE

Hotels done differently. It's not just a slogan or catchphrase, it is who we are in everything we do. We believe in the power of People, Place and Character; ensuring our properties are a place where individuals are valued and celebrated as a tribute to the neighborhoods and the people of the communities in which we operate; elevating our associates' pride in who they are, where they live and who we serve.

The Detroit Foundation Hotel has transformed the historic Detroit Fire Department Headquarters into a 100 room independent hotel that adds another piece to the ongoing Detroit renaissance puzzle. The hotel draws on the Motor- City's unparalleled past while proactively moving the city to its next incarnation as a national cultural, business and artistic touch- point. Featuring an inviting ground- floor restaurant, The Apparatus Room, the hotel partners with local distillers, brewers, farmer s and other edible sundry purveyors to deliver and authentic Detroit experience.

The hotel is managed by Aparium, which was founded in 2011, driven by the belief that all hospitality experiences should be fueled by the poetics of their surroundings, Aparium was born with an intense focus on unearthing the amazing moments unique to every city. Since its founding, Aparium has grown into a new kind of hotel brand, one that ventures off the beaten path, both geographically and philosophically. It is a sophisticated hotel brand known for its singular ability to combine the business acumen of large hospitality companies with the charm of boutique hotels, bringing disparate forces together in bustling, smaller markets.

Since its founding, Aparium has grown into a new kind of hotel brand, one that ventures off the beaten path, both geographically and philosophically. It is a sophisticated hotel brand known for its singular ability to combine the business acumen of large hospitality companies with the charm of boutique hotels, bringing the disparate forces together in bustling, smaller markets.

WHO YOU ARE

Your past experiences have led you to understand that there is an art + science to the how and what a hospitality professional is responsible for. Enjoying new food and beverage experiences is part of your identity, and you know what it is to have a great restaurant experience. You delight in the smiles you share and the positive experiences that you create. You are probably known to your friends and family as a planner and enjoy organizing people or just about anything. You feel comfortable when things get busy, and you must make smart, in-the-moment decisions, as it's just natural for you to do so. Above all, it is your mission to spread joy to all you encounter.

THE ROLE

The Lead Host reports to the Food and Beverage Managers and work in a team environment with other restaurant professionals, including barbacks, bartenders, servers, dishwashers, cooks, and chefs. It is critical the person in this position possess a background and knowledge in basic service techniques and has a natural ability to manage time. The Lead Host is responsible for the beginning and the end of memorable guest experiences, welcoming your guests with genuine hospitality that reflects our city. Lead Host owns the arrival and departure experience in the restaurant, and it is critical that you hold that experience in high regard. The ability to learn managing reservations and scheduling software is necessary to ensure expert service to guests with allergies and restrictions.

All of our service team members are expected to be reliable and responsible. You will arrive changed, polished and mentally ready to work on time. We put an emphasis on treating each other like we treat our guests, sharing a smile, a helping hand, and a willingness to jump in to assist in any situation.

You will also actively develop trusting and transparent relationships with your peers on the service team and other associates of the hotel. As a team member within Aparium Hotel Group you will work with a phenomenal group of peers who insist that you are collaborative, humble, experienced and open-minded - no egos are allowed.

WHAT YOU WILL DO

• Uphold and model the company's principles of People, Place and Character, driving collaboration, intuition and translocal hospitality
• Assist in all aspects of a guest's experience from beginning to end by extending a friendly greeting in an inviting environment, ensuring proper set-up the host stand, reviewing reservations and making recommendations as to the setup of the room; executing on requests in a friendly and timely manner, ensuring satisfaction throughout and adjusting as necessary
• Participate in daily line ups and quarterly all staff meetings to further develop ideas and objectives with the service team while simultaneously providing constructive feedback and strategizing to overcome and correct any previously missed opportunities
• Work in an organized and clean fashion by opening the restaurant for business at the prescribed time, assigning seating, following service standards, and maintaining a station chart and cover count
• Inspect the cleanliness of each section of the dining room and the private dining rooms and make necessary improvements as well as check each table prior to opening to ensure its properly set
• Pick up the daily menus and insert them properly in their covers; and inspect every menu and list to ensure their condition and appearance
• Develop a complete working knowledge of the menus, menu ingredients and what is unavailable for the day
• Know the server stations, their daily assignments, their personal timing patterns, and their maximum workload capacity, and of course balance and close shift properly
• Point of contact for parties planned in AR and B+C events (signage, stanchions,etc.) set up
• Plot all large parties, point of contact to hold and distribute AR BEOs.
• Go through OT for the week every SUNDAY. Find ways to maximize. Communicate any errors to FOH management
• Help to set sections with lead server (or in absence of)
• Set up guidelines for host service, make sure that they're held
• Confirming parties ahead of time
• Creation of a script for how we are communicating with guests about hours of operation, how we tell a guest that we're booked, how to create a waitlist and use it effectively.
• Host meetings - have a shift meeting at 430pm when other hosts arrive for the weekend to go over events on property and around the city, bookings in AR, hotel occupancy
• Start to build on general menu knowledge and cocktail knowledge with the hosting team so we can create better experiences from door to seating
• Building on OpenTable functions, courses? and teaching others - Maximizing seating, paying attention to cancellations, no-shows
• Music, lights, tables lined up, ambience PERFECT. Walk the dining room ahead of service to ensure it is so.
• Ensure hosting team is adhering to all duties and executing to perfection. Ensure that the host stand is clean, organized, and functioning properly.
• Keep a working knowledge of regular and repeat guests - add guest notes and disseminate information to the team if we have regulars coming in
• Respond through OT messaging to all incoming messages
• Respond to all POSITIVE reviews using automated response systems - all negative reviews need to be emailed to FOH MODs.
• Answer telephones according to hotel standard and take reservations or provide information regarding the restaurant or any other hotel service
• Carry trays, bus, and reset tables with china, glass and silver as needed; complete side work assigned by manager
• Observe conditions of all physical facilities and relay any challenges to the food and beverage leadership team to make corrections and improvements as needed
• Communicate effectively with the F&B and Culinary teams to ensure all guests get their food as ordered in timely fashion
• Work with Management to execute specialty guest requests, including but not limited to, extensive menu adjustments, severe food allergies or dietary restrictions, and any requests that conflict with current restaurant policies.
• Check voicemail boxes daily for A.R. phone. Record and respond to new A.R. inquiries, follow up with existing guests, and pass along inquiries for other outlets or departments to the appropriate manager.
• Follow up with guest inquiries to maintain positive communication and relevant updates to existing reservations.
• Create server sections in an equitable manner prior to daily pre-shift.
• Act as the host lead during each shift, whether working alone or with a second host.
• Train new host team members in alignment with the A.R. service standards.
• Look ahead in Open Table for reservations upcoming that necessitate extra awareness and reach out to guests as needed. Including but not limited to, guests who have indicated severe allergens or dietary restrictions, specific guest requests for pre-ordering food or beverage items, seating preferences, past negative experiences, and requests for items that require special accommodations outside of standard service. Alert Management to any potential reservations that will require additional follow up from management.
• Monitor progress of the dining room throughout the night to ensure reservations are seated promptly.
• Act with authority and autonomy during instances of negative guest experiences, including but not limited to parties being sat more than 10 minutes past their reservation time, guests expressing complaints at any point during their experience, and guests calling to express complaints from a past experience.
• Alert Management to any escalated guest complaints.
• Aparium Hotel Group does not discriminate based on disability, veteran status or on any other basis protected under federal, state or local laws.
• The hotel and company are a smoke-free, drug-free facility, and equal opportunity employer.

WHAT YOU WILL NEED

• Passion for the People, Place and Culture of our community, love of Restaurants and Guest Service also required
• Minimum of one (1) year experience as a Host in either a free-standing or hotel restaurant.
• Experience with taking, making, and executing reservations in a reservation platform
• Basic computing skills in Word, Excel, and Outlook.
• Alcohol service certification or ability to obtain such within 30 days of hire
• Must meet local age requirements in order to serve alcohol
• Available to work a flexible schedule to include nights, weekends and holidays
• Fluency in English both verbally and non-verbally

Additional Requirements:

• Continuous standing and walking and negotiating wet tile floor and steps
• Standing and walking is continuous for 4-5 hours at a time
• Lifting and carrying 30 lb. tray, crate or box is occasional
• Negotiating varied floor surfaces is continuous
• Carrying over shoulder is occasional
• Hand and elbow movements for polishing glassware, silver, setting up tables, shacking, pouring and mixing drinks
• Excellent sight and balance needed for negotiating varied floor surfaces
• Handling lighted candles, and handling hot fluids (coffee and tea)
• Must be able to work in extreme temperatures like freezers (-10F) and kitchens (+110F)

As an Equal Opportunity Employer, Aparium Hospitality Services celebrates diversity and is committed to creating an equitable and inclusive environment, and sense of belonging for all employees. We do not discriminate and believe every individual should be proud of who they are, where they come from and take pride in who we serve. We are an E-Verify Employer.