Maitre D

The Dixboro Project Maître d’ is a key member of the Service Team, as they set the stage for excellence and intention from the first point of a guest's experience. They manage guest relations and curate a front door experience for the property, directing experiences while building community along the way.  They are the foremost expert of all details pertaining to The Project, injecting storytelling and meaning in their every interaction.  The Maître d’ makes each visit feel special, marking it with intention and personalization while maximizing the dining rooms, property and all of its amenities. 

The Maître d’ takes the lead on receiving and responding to guest inquiries for reservations and events. Understands and makes changes/recommendations to optimize our reservations, including pacing and covers. Coordinates event details with the guests, FOH and BOH teams, and being the key communicator between all three. Contribute to a positive work environment by exhibiting a can-do attitude, eagerness to solve problems, and forward thinking. Bring an engaging, personal and genuine form of hospitality to our three stakeholders: the guest, the team, and the business.

DUTIES & RESPONSIBILITIES

GUESTS

Hospitality is relationship. Create, build, and maintain lasting relationships with our guests by creating memorable experiences through every avenue that a guest finds us (front door, email, phone, etc). Deliver on exceptional hospitality and professionalism in every interaction. 

Use vast knowledge of our concepts to create excitement for our guests by offering suggestions and opportunities for dining accommodations at any point in their experience. Arrange accommodations and engineer personalized service wherever possible.

Go above and beyond to assist our guests. Share cab or hotel recommendations, local attractions, parking, and invitations to our other businesses – anything to help provide our guests with a complete experience. Keep in mind our guest’s experience begins the moment we answer the phone, respond to an email, or greet them at the door. 

Assist in maintaining our robust Directory of guest and reservation notes in Tock and finds opportunities to make memorable experiences using these notes.

RESERVATIONS

Have a thorough knowledge of the Tock reservation platform. Assist guests in making, changing and canceling reservations. 

Monitor reservations, private dining requests, graduation inquiries, and team email accounts. Answering calls and emails, knowing the priority and what is urgent. 

Update and release Availability Planning and Experiences to ensure our guests are able to make reservations when we intend to offer them. 

Provide insights and collaborate with management on adjustments that need to be made in the back-end of Tock to optimize our dining rooms and offerings. Coordinate and communicate between all stakeholders to ensure everyone is informed of changes (management, chef team, hosts, etc.). 

Organize and continuously evaluate a steady pace of seatings and plot reservations regularly. Able to create and adjust floor plans as needed. Find ways to accommodate all interested guests and offer options, prioritizing hospitality while also maximizing our seating at all times.  

EVENTS 

Respond to all event inquiries, selling the Dixboro House experience for large parties, and coordinating the communication with the guest to the management/chef team. Be ultra clear in communicating the details discussed, keeping an up-to-date and accurate account of what’s expected with Event Sheets.

Create a flexible schedule to be available when possible on days of the events to help ensure the event to meet with guests face-to-face and build relationships in person, as well as ensure it’s set up for success and to the guest’s expectations. 

Update Experiences / Special Days / Close Days on Tock to accommodate all types of events at Dixboro House. 

COORDINATION 

Be the main point of contact and coordination for reservations, events, and all Tock related updates. Collaborate with the CoS / Operations Director whenever in new territory. 

Return guests emails and inquiries within 48 hours, preferably within 24 whenever possible. When out of town or unable to meet this, please always communicate and coordinate with the management team to ensure the flow of inquiries and responses can be kept up.

Obtain and retain ever-changing knowledge of The Pulpo Group businesses. Ask for clarity wherever needed. 

Main point of contact for all DXPX guests. Manages DXPX guest list and email account offering a curated experience to our clientele. 

Resolves guest complaints or disputes in alignment with management regarding wait times with guests. 

ADMINISTRATIVE

Must have strong communication skills, verbal and non-verbal. Demonstrate ability to multitask and handle a large volume of incoming inquiries, calls, and needs. Work with purpose and a sense of urgency.

Assist with Dixboro House and Special Event menu development and printing. 

Leads the Host Team. Train and continuously develop all hosts to deliver on our high standards of service and hospitality. Understands the right mindset and awareness for bookrunning and committed to creating great bookrunners out of the host team. Helps the Service Team ensure excellent service throughout a given seating. Trains and demonstrates how to make ‘the wait’ experiential and positively memorable. 

Accomplish administrative tasks and projects as requested by management. 

Additional Expectations:

• Able to self-manage priorities 
• Empowered, personal accountability
• Takes responsibility for the success of the host team and its operations, always taking a values-based approach to decision making and growth 
• Organized and detail-oriented with the ability to multitask
• A polished, personable and professional appearance and attire whenever on-site
• Willing to ask questions and be proactive vs. reactive
• Excellent communication and customer service skills, including the ability to tactfully deliver unwelcome news to guests
• Ability to build relationships with guests and team members at all levels of the organization
• Adaptive organizational skills and the ability to change plans to meet new circumstances