Premium Host/Hostess

Job Description

Job DescriptionOverview:

The Premium Host/Hostess is responsible for greeting guests and providing an exemplary first impression in premium areas of the venue with a positive and upbeat attitude.

Job Requirements:

• Must have the ability to communicate clearly and congenially with guests about SAP services, products, programs and events
• Must have the ability to communicate verbally with guests and co-workers in English with some understanding of Spanish
• Must have expert knowledge of Santa Anita Park locations in order to assist guests with directional and other questions
• Must be able to lift and carry fifty (50) pounds, also twist, bend, push, pull, turn and reach
• Must be able to stand for entire shift, walk up and down stairs, and walk long distances during the shift
• Must be able to learn and utilize ticketing technology
• Must be able to troubleshoot technology in case device malfunctions in order to maintain constant flow of information
• Has superior customer service and problem resolution abilities
• Understands and upholds basic hygiene and sanitation
• Must maintain a positive and upbeat attitude

Job Duties:

• Greets and engages guests in a pleasant manner
• Directs guests to their ticketed table; walks VIP guests to their table when possible
• Oversees AM setup to ensure each table and chairs are clean, has the appropriate number of seats, and any collateral is placed on the table
• Reports facility issues (broken tables, chairs, tvs) to the appropriate manager/department in a timely fashion
• Oversees the seating areas to ensure guests are seated accurately and efficiently, and special requests or needs are accommodated where possible.
• Uses ticketing technology to locate guest table assignments and alternate seating as needed
• Monitors VIP seating to ensure only the ticketed guests are seated in that area
• Engages with guests to ensure they’re happy with food and service
• Ensures guest areas are kept clean and trash or dirty dishes are removed promptly
• Provides opportunities to surprise and delight VIP guests to ensure a memorable experience
• Serves as an ambassador for Santa Anita Park by providing directions, troubleshooting guest issues, and promoting the venue and events
• Assists guests with mobile ordering technology by answering questions about the online ordering platform, and the benefits of using the system, or escalates guest issues in a timely fashion to the appropriate manager
• Coordinates VIP credits with F&B managers and other departments as needed
• Communicates credit info to appropriate guests and SAP employees in a timely manner
• Supports other tasks as needed by F&B management