Maitre D' - Charlotte Pass Snow Resort - Winter 2024

Position Summary: Maître d' – Kosciuszko Chalet Hotel

As the Maître d' at Kosciuszko Chalet Hotel, you play a crucial role in delivering a seamless and memorable dining experience for our guests. Your responsibilities include expertly managing reservations, orchestrating efficient seating arrangements, and overseeing front-of-house operations with a strong focus on exceptional customer service. You will be the face of hospitality, welcoming guests warmly, assisting with menu selections, and addressing guest concerns with professionalism. This role requires a passion for hospitality, strong organisational skills, and the ability to thrive in a fast-paced, collaborative environment. Your contributions will help create a positive and inviting atmosphere, significantly impacting guest satisfaction at Kosciuszko Chalet Hotel.

POSITION: Maître d'’ – Kosciuszko Chalet Hotel

SEASON: WINTER

LOCATION: Charlotte Pass Snow Resort

Job Summary: The Maître d' at Kosciusko Chalet Hotel is a pivotal role in ensuring a seamless and memorable dining experience for our guests. This position involves expertly managing reservations, orchestrating efficient seating arrangements, and overseeing the front-of-house operations with a strong focus on exceptional customer service. The Maître d' will be the face of hospitality, welcoming guests with warmth, assisting with menu selections, and handling guest concerns with professionalism. This role requires a passion for hospitality, strong organisational skills, and the ability to thrive in a fast-paced, collaborative environment. The successful candidate will contribute to creating a positive and inviting atmosphere, making a significant impact on the overall guest satisfaction atKosciuszko Chalet Hotel.

Essential Functions:

Guest Services

• Greet and welcome guests, providing a warm and inviting atmosphere.
• Manage reservations, ensuring accurate and efficient seating arrangements.
• Address guest inquiries, requests, and concerns with prompt and courteous attention.

Seating Management

• Strategically plan and optimise table arrangements for maximum efficiency.
• Coordinate with kitchen and serving staff to ensure timely and synchronised service.
• Maintain awareness of table turnover, managing waiting lists effectively.

Menu Expertise

• Possess in-depth knowledge of the menu, including ingredients and preparation methods.
• Assist guests with menu selections, recommend wine pairings, and accommodate dietary restrictions.

Service Excellence

• Uphold high standards of service, ensuring a memorable dining experience for guests.
• Resolve guest concerns or issues promptly, maintaining professionalism at all times.

Other Functions:

• Snow shovelling as necessary, clearing paths, unloading deliveries, assisting other departments are requested.

NOTE: All Charlotte Pass Snow Resort Employees are required to perform alternate functions from time to time, both within and outside of their assigned department, particularly during peak periods such as holidays and/or weekends.

Customer Service Expectations:

Positive Engagement

• Interact with guests in a friendly, approachable manner.
• Anticipate guest needs and provide proactive assistance.

Professionalism

• Exhibit a high level of professionalism in all guest interactions.
• Handle challenging situations with grace and composure.

Communication

• Communicate effectively with guests and staff, ensuring clarity and understanding.
• Actively listen to guest concerns and provide appropriate solutions.

Required Knowledge and Skills:

Hospitality Expertise

• Proven experience as a Maître d' or in a similar guest-facing role.
• Strong knowledge of food and beverage service procedures.

Customer Focus

• Passion for delivering exceptional customer service.
• Ability to create a welcoming and inclusive atmosphere.

Communication Skills

• Excellent verbal communication and interpersonal skills.
• Ability to convey information clearly and concisely.

Organisational Skills

• Efficiently manage reservations and seating arrangements.
• Ability to handle high-pressure situations with organisational acumen.

Attention to Detail

• Meticulous attention to detail to ensure consistency and high-quality output.

Reporting Structure: The Maître d'’ will report directly to the Kosciuszko Chalet Hotel Manager and work closely with the Head Chef, and other staff such as the Food & Beverage Team Leader and Kitchen Staff. They work closely with management to ensure smooth coordination between the front-of-house and back-of-house teams, contributing to the overall success of the dining experience for guests.

Required Knowledge and Skills:

• Good work ethic and dependability

• Excellent customer service & communication skills

Physical and Mental Demands:

The role of the Maître d' at Kosciuszko Chalet Hoteldemands a combination of physical and mental attributes. On the physical front, the ability to stand for extended periods is essential, ensuring a continuous and attentive presence in the dining area. Additionally, there is a requirement to lift and carry trays or other items, showcasing strength and agility, especially during peak service hours. The mental demands of the position are equally crucial, involving quick decision-making in a fast-paced environment. The Maître d' must adeptly navigate through various challenges, ensuring a seamless flow of operations. Multi-tasking is a key skill, as the role requires simultaneous attention to guest needs, staff coordination, and maintaining composure under pressure. These combined physical and mental capabilities contribute to the Maître d's effectiveness in delivering exceptional service at all times

Work Environment: Immersed in the captivating ambiance of the Kosciuszko Chalet Hotell, the Maître d' operates in a dynamic and vibrant work environment. The setting primarily involves the indoor restaurant space, where frequent guest interactions and the hum of culinary activity create an atmosphere of hospitality. Collaboration is a key aspect, as the Maître d' regularly coordinates with the kitchen and serving staff to ensure a harmonious dining experience. Adaptability is essential. This collaborative and flexible work environment allows the Maître d' to play a pivotal role in orchestrating the front-of-house operations, contributing to the overall success of the Kosciuszko Chalet Hotel dining experience.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. This is not an exhaustive list of all responsibilities, duties, and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.