About

• Description
• Mission: Orchestrate an effortless guest journey—before, during, and after the night.
• Core Responsibilities
• Pre-Night & Bookings
• Own reservations and table minimums: holds, deposits, confirmations, no-show prevention.
• Work closely with the Operations Manager, VIP Hosts, and the Street Team to coordinate sales, align targets, and prevent double-booking.
• Send pre-arrival messages with arrival instructions, dress code, and rideshare details.
• Door & Cashiering
• Lead front-door cashiers and VIP entry controls (guest list integrity, ID/band logic, ADA access).
• Balance tills, reconcile covers vs POS, deliver clean close reports.
• Monitor line times and resolve entry escalations with a hospitality-first tone.
• On-Floor Comms
• Radio lead for Hosts, Security, and Bar on table turns, bottle runs, and incidents.
• Approve service-recovery comps and voids; log everything in the CRM.
• Post-Event Care
• Process refunds and adjustments within SLA.
• Respond to DMs and reviews in brand voice.
• Run chargeback investigations: compile evidence, submit to processor, track win rate.
• Rhythm & Reporting
• Attend manager meeting; present KPIs (bookings, show rate, average check, door wait, NPS, refund rate, chargeback win percent).
• Update SOPs and train or schedule cashiers and the host team.
• Required Qualifications
• 2+ years in hospitality guest services or FOH lead/host roles.
• Strong reconciliation and dispute documentation skills.
• POS, reservations/CRM, processor portals, Google Workspace; basic camera review.
• Late-night and weekend availability; able to stand or walk for long periods.
• Competencies
• Leadership and Navigation
• Communication
• Relationship Management
• Ethical Practice
• Business Acumen
• Analytical Aptitude
• Customer Focus
• Decision Quality
• Technology Management
• Cultural Competence
• Coaching and Development