JOB DESCRIPTION – Host Employee Status

Non-Exempt Full Time or Non-Exempt Part Time

Position Mission

Hospitality service; responds to customer’s need and tries to exceed expectations at all times.

Position Objectives and Expectations

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

Personal Success Characteristics

     

Demonstrate your ability to be a team player. Show you can put the needs and expectations of our guests first, and prioritize. Working knowledge of Hugo’s employee policy and operation manuals. In-depth knowledge of our menu, products and contents, as well as company philosophy. Demonstrated understanding of safety and health procedures. Proficient in Aloha Point of Sale terminal operation.

    

A friendly and consistent manner with fellow employees & guests. Effective communication skills Daily commitment to the gift of serving others Ability to acknowledge mistakes quickly A willingness to cross-train in other FOH positions so that you can perform these functions when short-staff or in emergencies Effective time management

 Previous Experience Requirements

None

Educational Requirements

None

Reports To:

Store Manager & FOH Manager

Location:

Hugo’s West Hollywood / Hugo’s Studio City/ Hugo’s Agoura Hills

ACTIVITY

Typing Computer Use PC monitor viewing Standing Sitting Bending Reaching (< 1 ft. above elbow) Reaching (> 1 ft. < 2 ft. above elbow) Reaching (> 2 ft. < 3 ft. above elbow) Reaching (> 3 ft. < 4 ft. above elbow) Reaching (> 4 ft. above elbow) Twisting (< 90 degrees) Twisting (> 90 degrees < 180 degrees) Twisting (> 180 degrees < 270 degrees)

PERCENTAGE OF TIME REQUIRED

70% 70% 70% 100% 0% 20% 75% 25% 10% 2% 0% 50% 2% 0%

COMMENTS

On Aloha On Aloha On Aloha

Grabbing crayons, picking things off floor, menus To computers

Page 1 of 13

JOB DESCRIPTION – Host Twisting (> 270 degrees < 360 degrees) Throwing Lifting (< 5 lbs.) Lifting (>5, 10, 15, 20, 25, 30, 35, 40 lbs. Talking Other - specify Other - specify Position Number:

0% 0% 10% 60% 30% 20% 10% 0% 0% 0% 0% 100%

This job description is intended to indicate the kinds of tasks and levels of work complexity that will be required of positions classified in this title and is not intended to be construed as declaring the specific duties and responsibilities of any particular position. The use of particular expressions or illustrations describing functions within a specific job title does not exclude other duties of a similar kind and/or level of complexity. Positions are classified to a particular job title based upon the predominant level of expected work complexity. This position description is provided to assist with classifications. It is not anticipated that this position will have a 100% match with any particular role description. The company, in its sole discretion, may change the job duties, responsibilities and assignments of any position, at any time.

Page 2 of 13

JOB DESCRIPTION – Host Welcome to our Hugo’s family! Hugo’s is famous for delicious, healthy menu choices. Many of our guests are “regulars” who enjoy us often, sometimes several times in a single day. They know our operation really well and expect you to know it – which is one reason why this training is very important. To our guests, you are Hugo’s. So we depend on you to take your job and your training seriously. Nearly all our staff began their careers with us as a host. There’s a good reason for this. We believe in hospitality and there is a real art to making people feel welcome and comfortable. The host position is a good place to get to know how the restaurant operates, the menu, the regulars and the general layout. As the host you need to multi-task, take direction and adapt to changing needs quickly, particularly as guests come streaming in the door all at once. A smile and a calm demeanor go a long way to creating a comfortable, yet professional, atmosphere. You will be seating guests, answering the telephone, taking to-go orders and reservations, managing a waiting list and a lot of hungry people. You will need to know the menus as well as any server. (Please be aware: As a healthy restaurant, modifications on an order may indicate health or allergy conditions. Allergic reactions can have potentially life- threatening effects.) Your natural abilities combined with your training will affect the flow of business, which impacts the kitchen, the sales we achieve, your tips, and our guests’ overall dining experience. During training we expect you will 1) Demonstrate your ability to be a team player (outlined in training section) 2) Show you can put the needs and expectations of our guests first 3) Learn your daily responsibilities and how to prioritize (outlined in training section) 4) Learn the 8 steps of service 5) Get to know the people you are working with 6) Learn the policies in the Employee Policy Manual 7) Understand why guests come to Hugo’s 8) Acquire a basic knowledge of menu and philosophy 9) Acknowledge guests, smile and be available 10) Learn table numbers, sections, floor plan 11) Learn safety and health procedures (outlined in training section) 12) Pass tests to demonstrate your knowledge Training is a time to learn, make mistakes, and to learn from those mistakes. Commitment to your training and your work creates good habits which you will continue to build on your entire life. Learning your job thoroughly will help make you a reliable and vital member of the Hugo’s family. We offer a professional, caring and nurturing work environment with boundaries that allow all of us to work comfortably together. We’re here to help you succeed. Please ask questions!

Page 3 of 13

JOB DESCRIPTION – Host Description of Training Expectations/Goals: HOSTING BASICS: Effective Communication SkillsAll Host staff members must be able to communicate effectively. Be aware that you serve as the face for Hugo’s. All verbal and physical communication must be conducted consciously, with professionalism and respect. - Your fellow staff members are your partners in providing great service. - Know the names of your Kitchen, Service & Support staff members and make an effort to establish a positive working relationship with them. - When making requests of any staff member, exercise “please” and “thank you”. - Maintain an attitude of gratitude. Refrain from taking anyone for granted. - When addressing the Kitchen line-staff for any reason, always communicate your needs through the Expediter/Runner. - Any challenge you encounter with staff communication should be directed to your floor Manager immediately so that a healthy working flow can be restored ASAP. Greeting guestsAll guests must be greeted within 30 seconds of entering the building. Be welcoming, gracious and confident – your attitude sets the tone for our guests having an enjoyable experience. - Give guests your first attention, in the order they arrive. - Greet and assist guests when you are available or greet them and let them know that you will be with them shortly. - Learn who the regulars are. Treat all of our guests like regulars and soon they will be. This is part of the Hugo’s experience. - Upon their departure, be sure to thank guests for coming. (Say, “Good-bye, come again.”) Know the three “no’s”: In general we accommodate guest requests when reasonably possible. We have three strong exceptions and you, the host, are expected to enforce these policies at the door as opposed to the table. -

-

No outside food or beverages, period. This most commonly includes but is not limited to Starbucks, happy-meals & bottled water. o Offer to “take care of” (dispose of) outside food or drinks for “absent minded” guests. The alternative is for them to take outside food or drink to their car or finish it outside (applies to drinks only.) o If a guest slips past and you catch it later, be firm in telling them the policy and enforcing it. o We are in the business of selling food & beverage. We take pride in the products we serve. We will not take responsibility for anything that is brought in from the outside, all of which could potentially violate our ABC license & health codes. o If a person refuses to adhere to this policy, you are authorized to ask them to leave. Contact manager to escort them out. They may choose not to come back. No smoking inside the restaurant, on our patio or anywhere within 60 feet of an entrance. Page 4 of 13

JOB DESCRIPTION – Host o No dogs/animals allowed inside our restaurant or on our patio with the sole exception of service dogs. WeHo- Dogs are allowed on the patio Maintaining your station-

ALOHA Terminal set up o Count cash drawer (Manager and host access only) o Make sure all terminal printers are on. o Restock all printer rolls, (thermal rolls for server printers, 1-ply paper rolls for drinkmakers & 2-ply paper rolls for kitchen printers). o Stock pens, checkbooks, pads of paper. o On-going maintenance during shift.

-

Host stand and tea area set up (to be maintained throughout shift) o Prepare server section list o Prepare Reservation List for your shift o Prepare & stock supplies; pens, Sharpies, dry erase pens, wait-list pads, staples, paper clips & rubber bands. o Stock to-go menus, newsletters, gift bags, candies, business cards & toothpicks. o Clean & stock tea area . o Make sure all menus are clean (use Citri-clear biodegradable cleaner) and in good condition. o Inform manager of all supplies running low and of menus in need of replacing. o Clean glass entry doors by spraying biodegradable window cleaner on paper towels and wiping down doors as needed.

Table numbers, server sections, floor plan and seat positions- Host staff must know each layout as it expands and contracts throughout their shift. See store floor & station charts. - Seat positions always start with #1 to the left of the server as they are taking the order and moving clockwise around the table. Positioning of dining room tables & chairs/splitting tables- Check the table positioning at the start of your shift and adjust as needed. - Know what tables can be split and/or put together in order to accommodate various party sizes comfortably and safely. - PM prepare and set up candles on tables Seating Guests-

Inquire as to how many guests and whether they prefer dining-room or patio seating Consider special needs like children, highchairs, wheelchairs, etc. Keep aisles and walkways clear when setting up for large parties or seating guests with disabilities. Help move chairs out of the way. Know table numbers, server’s sections and floor plan and be aware of the balance of the restaurant as a whole. Strive to seat the dining room and the server sections evenly. Page 5 of 13

JOB DESCRIPTION – Host -

Be aware not to overload servers when separating tables for smaller parties, always check on their ability to handle the extra tables first. Make sure table is clean and set before seating. Seat complete parties and take appropriate number of menus (main menu and specials). Set menus at seats to be occupied, facing upright for each guest. Point out specials and drinks. Remove extra place settings

Managing a wait list– Seating is conducted on a first come, first served basis. When there is a wait, we only seat complete parties. - Take names in order of arrival. - Write clearly – number of guests, name & seating preference: DR, Patio or F/A (first available) - Remember to coordinate your wait list with respect to pending reservations. - We do not guarantee specific tables though guest may elect to wait longer for a different table or section than what is immediately available. - Be honest about wait times. Better to quote long and seat them early than to quote early and make them wait longer. - Learn to “read the floor” and check the number of tickets in the window. - Make every effort to follow the list in order, paying attention to guest’s requirements and requests and availability of tables. If you can’t find a guest after making your best effort, seat the next party in line. - Cross off a party’s name when you seat them. Crowd control– When you have listed the names of all those parties arriving, you must keep the pathway from the door as well as the restaurant aisle-ways clear of guests. - Be assertive, yet gentle as you guide them to an appropriate waiting place like the tea area or the seats out side. - You must maintain clear doorways and aisle-ways for the safety of the guests as well as our staff. - Small children must not be allowed to move about the restaurant unattached to an adult. This is for their safety as well as for the safety of our staff. Handling guest concerns- Quote time: never promise what you cannot deliver. - Seating: accommodate when possible, be firm but polite when not. - Noise level: suggest patio. - Music level: inform manager and adjust when possible. - Temperature: inform manager and adjust when possible. - Specials: you must be responsible to know what can and cannot be modified on our Monthly Specials, they are often more restrictive than a core menu item. - Server/service: refer to manager ASAP. - Handle certain guest requests yourself (sauces, plates, condiments, drink refills, silverware, etc.). If request is more complicated, tell the server or manager. Page 6 of 13

JOB DESCRIPTION – Host Answering the phone- Answer by the third ring. - Say “Hello, thank you for calling Hugo’s (location), this is (your name), how may I help you?” - Listen to what they are saying. - Be polite and responsive - Transfer calls to appropriate person. Follow up on calls that continue to hold. - Take accurate messages when necessary: o Name of person caller is trying to reach o name of caller o date o time o phone number o brief message - Forward all guest complaints to your Floor Manager - Forward all employee verification requests to your Floor Manager. - Reservations – be aware of location policies (see Reservations section). - Be familiar with Company Principals (see store phone list for reference, but do not give out phone numbers of anyone on the list.) - Know our hours of operation (may vary from store to store). - Know phone # & address of this store location and our other stores and be prepared to provide directions. Reservations- Know policies specific to your Hugo’s location. Refer to location policies, which are listed in the front cover of the reservation book. - A manager must handle parties of 6 or more. - Confirm guest has correct location. - Ask for and write all pertinent information: number in party, reservation name, contact name (if different), contact phone, date, time (am or pm,) and if there will be children in the party. - Note any special needs (highchairs, boosters, handicap access, etc.) - Note any special occasion. - Write clearly in reservation book. - Repeat reservation request and confirm with caller. - Give your name for reference. - Inform caller reservations are held 15 minutes past scheduled time. (Table may be released if they are late). - Inform caller that changes to reservation – time, party size, etc. – must be called in at least one hour prior to scheduled reservation in order to accommodate them. PLACING ORDERS: Know the menuBecause you will serve as the “waiter” for our to-go clientele you must possess a strong working knowledge of the menus, pass the menu test and be able to effectively translate orders onto the ALOHA POS computer. Page 7 of 13

JOB DESCRIPTION – Host -

Breakfast/Lunch Dinner Kids Dessert Specials Beverages Specials AM & PM Vegan Soup of the day (and Daily Specials, when applicable) Know what items are “86”d (unavailable) and list on 86 board. Alert manager.

Know our retail lineYou must be educated in our product line so that you may effectively assist guests and answer their questions. - Restock tea jars - Clean & stock tea ware - Conduct tea inventory monthly ALOHA Functions- Use your magnetic card and correct job code for clocking in/out, breaking in/out and accessing your service screen. - Know how to efficiently enter, add to and modify to-go orders using the ALOHA POS system. - Know how to open & close checks and use the “get check” function. - Know how to pull up servers’ checks for credit card payments. - Know how to split seats & checks, combine seats & checks, transfer tables and add checks. - Know how to issue KCRW discounts and employee meal comps. - Refer all other comps to the Floor Manager. - Refer all “voids” to the Floor Manager. - Refer all “paid-out” requests to the Floor Manager. - Know how to issue check payments using cash, credit cards, traveler’s checks, house accounts, gift certificates & e-cards. - Know how to split payments on a single check. - Know how to enter packing charge and credit card tips. - Know how to run your checkout at the end of your shift and account for all of your credit transactions, gift certificates and house accounts. - Organize all register comps by type. - Know how to conduct manual transactions using the crash kit in the event that the computers go down. To-go orders- Fax orders must be checked and verified with contact person prior to placing the order on Aloha. - Ask for and write down guest name and phone number. - Ask if they will need utensils and/or bread rolls with their order.

Page 8 of 13

JOB DESCRIPTION – Host -

Write all pertinent information regarding order, sides, temperatures, modifications, drinks, etc. Repeat the order back to guest clearly. Quote accurate wait time (particularly during busy hours,) and packaging fee, when applicable. Enter order accurately and remember to press “to-go”. Print check for guest Make a note indicating a drink order when applicable so it is not overlooked when food is picked up. Check order accuracy as food comes up, BEFORE packing (dressings, sauces, modifications, etc.) Package completely in timely manner, with utensils, bread and condiments. Label individual orders with guest’s name upon request. Label entire order with yellow ticket for accurate identification upon pick-up. Double check beverage order, when applicable. Follow through with guest regarding completed order, packaging and payment. Have guest check the accuracy of their completed order prior to leaving the premises. Add 10% gratuity to orders over $75.

HEALTH & SAFETY PROCEDURES: Know and practice correct hand-washing techniques and maintain proper hygiene standards as described in policy manual. Assess and effectively handle safety hazards- Remain calm & Report all safety hazards/accidents to your floor manager immediately. - Spills: do not leave area unattended, ask for help - Broken glass/china: handle with care, dispose of properly in designated glass bin - Door & aisle blocks: eliminate them and maintain clear pathways - Capping tables: do not cap tables with highchairs. - Guest safety: learn to recognize potential hazards and eliminate the possibility before an accident can occur (children moving about the restaurant unattended, purse in the aisle way, etc.) - First aid: know location of first aid box; notify manager if first aid is required. - Fires: know location of fire extinguishers. Assist in orderly evacuation as needed. TEAMWORK: Know when to ask for help Breaking fellow staff membersBy law you are required to take a 30 minute unpaid meal break. These breaks are scheduled at regular intervals for each employee on each shift. Assess restaurant needs and assist others accordingly- Greeting & seating guests - Anticipating a guest’s needs Page 9 of 13

JOB DESCRIPTION – Host -

Fielding a guest request or complaint Re-filling water, iced tea & coffee Pre-bussing consciously Running food & drinks Floor sweeping Door cleaning Menu cleaning Checkbook cleaning Empty host & terminal trash baskets

Serving others by setting them up for success- Know your side-work responsibilities and follow through on them - Transfer your station to your successor when you are sure you can present it in pristine condition, entirely cleaned and fully prepped & stocked - Check out with other support staff to ensure they have the help they need in wrapping up their shift. - Check out with your Floor Manager when all of your shift work and side work is finished and you are sure that no one else is in need of your help.

TESTING & EXTENDED TRAINING: Policy Manual Test Table # & Section Test Servers 8 steps of service test Menu Test Introduction to crash kit Runner training shifts Busser training shifts Tea Tasting Wine tasting

Page 10 of 13

JOB DESCRIPTION – Host EMPLOYEE: ____________________

Began Training On: _______________

Use a scale of 1 to 4 each day in each area of training to indicate where employee is in the process: 4 – Completed Skills 3 – Does Very Well 2 – Improved, Needs Work 1 – Intro Knowledge

Manager's Initials & Date

HOST POSITION Description of Training Expectation/Goal Hosting Basics: Effective communication skills Greeting guests Knowing and enforcing the three "no's" Maintaining your station/s Know table numbers, sections and floor plan Positioning and splitting of tables and chairs Seating Guests Managing a wait list Crowd control Handling guest concerns Answering the phone and policies Reservations Placing Orders: Knowing the menu Knowledge of retail line/ how to purchase retail teas Aloha functions To-go orders

Page 11 of 13

JOB DESCRIPTION – Host Health and Safety Procedures Proper hand-washing techniques and hygiene Assess and effectively handle safety hazards Teamwork: Know when to ask for help Breaking fellow staff members Assess restaurant needs and assists others accordingly Serving others by setting them up for success Testing and Extended Training Policy Manual Test Table # and Section Test Servers 8 steps of service test Menu test Introduction to crash kit Runner training shifts Busser training shifts Tea tasting Wine tasting

Page 12 of 13

JOB DESCRIPTION – Host I would like to recommend to the Employee that they continue their education by addressing these concerns: (please write clearly)

I certify that the training has been completed; all questions have been answered and the employee has been trained to perform in this position. Signed By:

________________________________ Trainer

______________ Date

Page 13 of 13