1. Corbin&King
JOB DESCRIPTION
JOB TITLE: SENIOR MAITRE D’HOTEL
PLACE OF WORK: THE WOLSELEY
REPORTS TO: Restaurant Managers
RESPONSIBLE FOR: Assistant Maitre d’hôtel, Cloakroom Attendants, Doormen
LIAISES WITH: All reception, Restaurant, Bar and Cloakroom staff
JOB PURPOSE: To supervise and manage the Junior Reception Team,
restaurant reservations and table allocation for all guests.
MAIN DUTIES
CUSTOMERS
• Promote, establish and maintain a regular customer base and communicate all
information to staff.
• Ensure that excellent quality and superb service is delivered to all customers by the
Reception team.
• Through effective management and supervision of the team, ensure that the customers
dining experience is dealt with efficiently providing the customer with prompt, seamless
and attentive service.
• Maintain a high customer service focus and convey this attitude to all team members.
• Maintain high standards of personal appearance and personal hygiene.
MANAGING THE TEAM
• To communicate recruitment needs in a timely and effective manner to Human
Resources and General Manager
• To ensure that the most suitably qualified person is appointed in the event of a vacancy –
wherever possible.
• To Support all new starters within your department
• To supervise all members of the Reception team including cloakroom and doormen.
• To ensure that all staff are always correctly dressed and well presented and that they offer
professional and effective service to their customers at all times. To address any
problems if they arise.

2. • To provide feedback to AGM for regular performance appraisals for your staff,
identifying areas for development and training needs.
• To liaise with Human Resources and Training with regards to carrying out regular “On-
the-Job” training sessions with all Reception staff to ensure that they perform their duties
correctly to company standards and that the training needs identified in the performance
appraisals are actioned.
• To continually assess team members in relation to customer knowledge, profile, current
affairs etc.
• To take every opportunity to train and develop junior members of the team by imparting
your knowledge.
• To ensure effective communication by attending meetings as required and assisting the
AGM in holding staff meetings and briefings on a regular basis to impart information.
• To ensure fair and equitable discipline for all departmental staff in compliance with
company regulations.
• To assist AGM in organising duty rotas, ensuring that there are sufficient staff to cover
all duties with complimentary strengths.
• To investigate and action the causes of all staff grievances and report to AGM in
conjunction with Human Resources.
• To provide feedback, both positive and negative on all guest letters and comments to
staff.
• To maintain high standards of morale and personal appearance of all staff.
• To maintain a high degree of interest in self-development, displaying this by making
suggestions for realistic improvements.
MANAGING THE OPERATION
• To pre-allocate tables, bearing in mind the preferences of regular and VIP guests.
• To ensure maximum utilisation of tables in line with agreed policy on overbookings.
• To ensure that all guests are greeted “with a smile” and seated in a timely manner.
• To attend in a timely manner to all customer complaints.
• To maintain a sense of calm and control in all circumstances.
• To circulate regularly throughout all front of house areas, maintaining a high profile with
guests and trouble-shooting where necessary.
• To ensure all guests are thanked for their custom and bid a fond farewell, liaise with
doorman regarding taxis etc.
• To ensure maximum security in all areas under your control and to ensure that staff are
fully aware of the importance of key security.
• To be totally security conscious at all times ensuring that effective procedures are in
operation for bomb scares, etc.
• To ensure that company and statutory hygiene standards are maintained in all areas under
your control.
• To understand the workings and management of EPOS and OPEN TABLE, being able
to troubleshoot where necessary.
• To carry out systematic checks of all Reception areas for maintenance requirements,
repairs or refurbishing, ensuring that these are actioned without delay.

3. • To participate in management meetings, reporting on operational issues where necessary.
• To attend management and Heads of Department meetings as required
• To ensure accurate and timely submission of all reports and administrative work.
• To prepare and submit on the required format annual budgetary information and updates
as required.
PERSONAL ATTRIBUTES
• To maintain a high customer service focus by approaching your job with the customers
always in mind. To remember that customers can be both internal – employees and
colleagues and external – suppliers and customers.
• To have a positive impact, taking personal responsibility and initiative to resolve issues,
always clearly communicating with both customers and colleagues.
• To be decisive, accepting personal responsibility for making things happen, thinking
ahead and developing contingency plans.
• To be motivated and committed, approaching all tasks with enthusiasm and seizing
opportunities to learn new skills or knowledge in order to improve your personal
performance.
• To be flexible, responding quickly and positively to changing requirements.
• To maintain high team focus by showing co-operation and support to colleagues in the
pursuit of department goals.