Lead Host & Reservation Specialist

Pyramid Global Hospitality•Stevenson, WA

23h•Onsite

About The Position

The job description is for a Lead Host & Reservation Specialist at Skamania Lodge, a resort managed by Pyramid Global Hospitality. Skamania Lodge is a 175-acre Pacific Northwest resort offering various amenities like treehouses, glamping, golf, ziplining, a spa, multiple restaurants, and extensive event space. Pyramid Global Hospitality, the parent company, operates over 230 properties worldwide and is committed to a "People First" culture, emphasizing employee development, comprehensive benefits, and a supportive, inclusive work environment. The role itself involves ensuring exceptional guest experiences from arrival, managing the host stand, overseeing all reservations using platforms like Tock, OpenTable, or Resy, creating seating plans, coordinating special events, and leading and training the host team to maintain consistent service standards and smooth guest flow.

Requirements

Minimum 1–2 years of host or front desk experience in an upscale or lodge-style restaurant environment.
Prior experience managing reservations through platforms such as Tock, OpenTable, or Resy.
Strong communication and customer service skills.
Ability to remain calm and organized under pressure.
Comfortable with multitasking and problem-solving in a fast-paced environment.
Professional appearance and demeanor.
Availability to work flexible hours, including weekends and holidays.

Nice To Haves

Experience in training or supervising a small front-of-house team.
Familiarity with lodge or resort operations and guest service culture.
Knowledge of local attractions and the lodge property to enhance guest interaction.
Proficiency in Microsoft Office Suite and reservation management software.

Responsibilities

Warmly greet and engage with all guests, ensuring an exceptional first impression.
Manage the host stand with professionalism, efficiency, and hospitality.
Communicate wait times clearly and maintain an accurate waitlist when applicable.
Escort guests to tables and present menus, ensuring a smooth transition to service staff.
Handle guest inquiries, complaints, and special requests with professionalism and care.
Oversee all reservations through the lodge’s reservation platform (e.g., Tock, OpenTable, or Resy).
Maintain accurate guest notes, special occasions, and preferences.
Create and execute effective seating plans to balance guest satisfaction and server efficiency.
Coordinate with the management team to accommodate large parties and special events.
Monitor daily cover counts and communicate reservation trends to management.
Lead, train, and support the host team to ensure consistent service standards.
Serve as the liaison between the front door and the dining room, ensuring smooth guest flow.
Communicate clearly with servers, bartenders, and management regarding seating pace and guest needs.
Assist management with updating guest contact lists, VIP profiles, and reservation policies.
Provide feedback and guidance to hosts to maintain professionalism and efficiency.
Confirm reservations and communicate changes to guests promptly.
Assist with scheduling and training of new host team members.
Maintain cleanliness and organization of the host stand and entrance area.
Support management with reporting and data from the reservation system.
Participate in pre-shift meetings and ensure host team readiness for service.