Job Description

Chai Pani has come to one of D.C.’s most vibrant neighborhoods - Union Market - and we’re building a passionate team to bring it to life!

In India, chai pani is slang for “going out for a cup of tea, a snack, or a little something.” For us, it means vibrant, joyful, delicious Indian street food paired with heartfelt hospitality — a place where people connect, celebrate, and feel taken care of.

We’ve been recognized with seven James Beard nominations, and in 2022, Chai Pani Asheville won Outstanding Restaurant. We've been featured in The New York Times, Bon Appétit, Food & Wine, and even landed on Oprah’s Favorite Things. But accolades don’t matter if the experience we offer doesn’t feel warm, genuine, and grounded. That’s where you come in.

We’re hiring a Maître d' to help us build something truly special in D.C.

Position Summary:
The primary focus for a Maître d' is directing activities and the guest experience as they enter our doors to create a welcoming environment with transparency and organization. They must ensure a clear understanding of guest wait times and processes - setting the stage for an exceptional dining experience for every guest who comes through the door. This includes managing reservations and the wait list to accurately set guest expectations, coordinating the flow of seating, and keeping the retail experience in our lobby space organized, stocked, and beautiful. Everyone on our host team also supports the rest of the front staff as needs arise, contributing to a smooth flow of service.

Primary Responsibilities:

• Be warm, friendly, and accommodating - providing exceptional service and hospitality for all guests.
• Manage reservation activity (OpenTable), proactively communicating with guests and staff to ensure a smooth experience and flow of service.
• Creating a welcoming environment by maintaining the cleanliness and organization of the host stand and FOH area.
• Take on a leadership role in overseeing the flow of seating, guiding and directing the host team to ensure smooth operations during peak times.
• Recognize VIPs, regulars, special occasions, guest tags, and notes in OpenTable and pass along this information to management and FOH staff to ensure the guests have the best experience possible. 
• Accurately estimate wait times, communicating and clarifying with management as needed.
• Guide guests through the first steps of their dining experience, clearly laying out what they can expect before ultimately being greeted by their server - answering questions and ensuring guests are comfortable while waiting. 
• Monitor and respond to guest messages and inquiries across OpenTable, phone, and email with timely, clear, and professional communication
• Handle guest concerns or complaints with grace and inform management when appropriate.
• Maintain knowledge of food and beverage menu items, as well as ingredients and allergies, to confidently answer guest questions.
• Act as a liaison between customers and management.
• Assist in training and mentoring new hosts, ensuring they understand best practices for guest interaction and seating efficiency.
• Uphold cleanliness of host stand, lobby and merchandise displays
• Always go the extra distance for the comfort and happiness of our customers

Communication:

• Provide ongoing feedback to FOH staff and management regarding customer needs (e.g., wait times, silverware, etc.).
• Direct coaching and guidance of the host team during shifts.
• Maintain open lines of communication with the FOH team through-out service.
• Participate in monthly all-staff meetings and bi-annual individual check-ins with FOH management.

Evaluation Metrics:

• Positive guest reviews related to hospitality, service, and overall dining experience.
• Positive feedback from team members and management on teamwork, efficiency, and service delivery.
• On time seating

Non-Negotiables:

• Adhere to all policies and procedures outlined in the employee handbook, including dress code, punctuality, and maintaining a professional attitude.
• Provide exceptional hospitality to every guest.
• Communicate needs and issues promptly to management and team members.
• Embrace and preserve company culture while fostering a positive work environment.
• Perfect pronunciation and basic knowledge of ingredients in all dishes and beverages

Requirements:

• Prior experience directly interfacing with customers in a restaurant environment is required.
• Prior experience with OpenTable 
• Ability to lift and carry up to 50 pounds.
• Ability to work on feet (standing, walking) in a fast-paced restaurant environment for extended periods - up to 8 hours at a time.
• Ability to perform physically demanding work, including but not limited to bending, lifting, carrying, pushing, pulling, moving furniture, equipment, or decorative fixtures, as needed.
• This is a full time position that will require 4-5 shifts/week and weekend availability is a must.

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