Head Host

Wright Brothers; London; On-site

Job description

Job Title: Head Host

Division: Restaurants

Position: 25-30 hours (£16.50-17.50PH including Tronc)

Reports to: General Manager

Place of Work: Battersea Power Station

Working Pattern: Monday – Sunday / Fully Flexible / 25-30 hours

Purpose of Role
Our mantra is simply: ‘Great Seafood and Good Times’. To ensure we achieve our mission, the Head Host will be responsible for overseeing all reservations, setting service standards for the host team, and proactively driving bookings during quieter periods. This role requires strong leadership, excellent customer service, and strategic outreach to build relationships with local businesses and past guests, ensuring the restaurant remains busy and profitable.

Key Responsibilities

1. Lead by example and provide training, support, and guidance to the host team, ensuring a seamless guest booking experience.
2. Set high service standards for the host team, ensuring all reservations are managed efficiently and guest interactions are warm and professional.
3. Develop and oversee the training and onboarding process for new hosts, ensuring they understand best practices in guest engagement and reservation management.
4. Create a welcoming environment that ensures all guests feel valued from the moment they book to the moment they leave.
5. Drive a culture of guest attention to detail, ensuring that special occasions, VIPs, and repeat guests receive personalised service.
6. Act as the first point of contact for guests, ensuring a warm and professional interaction at all times.
7. Handle all guest queries, complaints, and special requests with professionalism, resolving issues to ensure a positive experience.
8. Train and guide the team in complaint handling and problem resolution, ensuring service recovery is handled with care.
9. Oversee the management of walk-ins and waitlists, ensuring guests feel valued even when the restaurant is at full capacity.

Profit

1. Work with the management team to develop strategies for increasing bookings and sales.
2. Look for opportunities to upsell special events, private dining, and seasonal promotions.
3. Collaborate with the Marketing Team to promote bookings through social media, newsletters, and local outreach.
4. Develop and execute targeted outreach initiatives to attract new guests, including local networking and partnerships.
5. Monitor booking trends and implement strategies to increase covers, especially during off-peak hours.

Process

1. Ensure that all reservations are accurately recorded, updated, and managed within the booking system.
2. Maintain a clean and organised front desk area, ensuring all materials are up to date and professionally presented.
3. Ensure GDPR compliance in handling guest data and maintain confidentiality at all times.
4. Work closely with the restaurant team to ensure seamless communication between reservations and service.
5. Manage all reservations through our booking system and emails, ensuring tables are allocated efficiently to maximise revenue and guest experience.

Planning

1. Proactively drive bookings during quieter periods by contacting past guests, local businesses, and corporate clients.
2. Develop and execute targeted outreach initiatives to attract new guests, including local networking and partnerships.
3. Monitor booking trends and implement strategies to increase covers, especially during off-peak hours.
4. Ensure all guest preferences, special requests, and dietary needs are recorded and communicated to the team.

Values: Be Kind, Generous & Hardworking

KPIs (Key Performance Indicators)

1. Booking Growth: Increase reservations, particularly in off-peak periods.
2. Guest Satisfaction: Maintain a high level of guest satisfaction and positive feedback.
3. Outreach & Retention: Contact and convert past guests and local businesses into repeat bookings.
4. Operational Efficiency: Ensure the booking process runs smoothly and tables are optimised for service flow.