LEAD HOST

ROOF on theWit

theWit Hotel, a dynamic destination within the Hilton brand, stands at the intersection of sophistication, creativity, and exceptional hospitality in the heart of downtown Chicago. ROOF on theWit is seeking an engaging, polished, and organized Lead Host who embodies refined service and genuine warmth to join our front-of-house team.

About the Role

The Lead Host supports the daily operation of ROOF by coordinating the host stand, reservations, seating flow, and guest arrival experience. As a hands-on member of the team, the Lead Host performs all Host duties while providing shift guidance, maintaining service standards, and communicating operational needs to management and the service team. This role does not independently exercise authority over hiring, discipline, scheduling, compensation, guest charges, or other management decisions.

Responsibilities

• Greet and welcome guests as they arrive, creating a polished and positive first impression.
• Coordinate host-stand activities during assigned shifts and provide clear work direction to Hosts to support an organized arrival and seating process.
• Manage reservations, the waitlist, table status, and seating rotation to promote timely seating, balanced server sections, and efficient use of available capacity.
• Prepare and adjust the daily floor plan based on reservations, business levels, special events, table availability, guest preferences, and manager direction.
• Review voicemail and reservation inquiries, return routine calls within established guidelines, and route matters requiring management or Sales involvement to the appropriate person.
• Provide guests with accurate wait times and keep them informed and comfortable while waiting.
• Identify VIPs, repeat guests, special occasions, preferences, and relevant visit history; maintain accurate guest profiles and communicate appropriate details to the service team.
• Provide servers with seating chits or system notes containing relevant guest information, special requests, and reservation details.
• Explain established cover charges, minimum-spend requirements, reservation policies, menu information, specials, and events accurately. Refer disputes, exceptions, waivers, or pricing changes to a manager for approval.
• Monitor the dining and reception areas to maintain a clean, organized, and welcoming environment and to anticipate service delays or guest concerns.
• Coordinate with Hosts, managers, servers, bartenders, security, Sales, and other departments to support seamless service.
• Model service expectations and assist with the orientation and on-the-job training of Hosts, including reservation procedures, seating standards, guest recognition, and escalation protocols.
• Provide timely, factual feedback to management regarding workflow, attendance concerns, guest issues, or training needs. The Lead Host does not issue corrective action or make employment decisions.
• Respond to positive and routine, minor guest feedback in SevenRooms within approved guidelines. Escalate serious complaints, allegations, safety concerns, significant service failures, compensation requests, or highly negative reviews to management.
• Handle guest concerns professionally and courteously, resolving routine matters within established guidelines and escalating concerns to management when necessary.
• Support elevator access procedures, including coordinating opening and closing calls, in accordance with property protocols.
• Ensure lost-and-found items are documented and promptly transferred to the Front Desk or designated department in accordance with property procedures.
• Complete opening and closing host-stand duties and ensure reservation systems, menus, supplies, guest lists, and reception areas are accurate, clean, and ready for service.
• Maintain accurate reservation notes, guest profiles, event information, logs, and other records while protecting confidential guest and company information.
• Actively participate in Safety Plan and energy improvement initiatives.
• Comply with attendance requirements and be available to work on a regular and reliable basis.
• Perform Host duties and any other job-related duties as assigned based on business needs.

Qualifications

• At least one year of experience in a hotel, restaurant, nightlife venue, or related guest-service environment preferred.
• Previous experience as a Host, Lead Host, Server, or in a comparable customer-service role preferred.
• Experience coordinating a host stand, reservations, guest flow, or small team in a high-volume or upscale environment preferred.
• Comprehensive understanding of the English language and the ability to communicate clearly, verbally and in writing, with guests and employees.
• Excellent communication and interpersonal skills with a friendly, welcoming, and professional approach.
• Strong organizational and time-management skills, with the ability to multitask and maintain attention to detail in a fast-paced environment.
• Ability to handle guest inquiries, complaints, and concerns with professionalism, judgment, and courtesy.
• Working knowledge of reservation and guest-management systems; SevenRooms experience preferred. Basic knowledge of point-of-sale systems is a plus.
• Knowledge of basic sanitation and workplace safety guidelines.
• Ability to provide clear shift direction and model service standards without exceeding the authority of the role.
• Ability to stand and walk for extended periods; bend; use a computer or tablet; and lift and carry light objects, including menus and supplies, throughout the shift.
• Ability to work evenings, late nights, weekends, holidays, special events, and any assigned day or shift based on business needs.
• Must be 21 years of age or older.

Compensation and Benefits

• $23.00 Hourly

We offer a comprehensive benefits package designed to support the health, well-being, and financial security of our employees. Our offerings include:

• Medical plans: Choice of three plans to meet your healthcare needs.
• Dental plans: Two options for dental coverage.
• Vision insurance: Coverage for routine eye care and eyewear.
• Paid Time Off (PTO) to support work-life balance.
• Accident, hospital indemnity, and critical illness plans.
• 401(k) retirement plan with employer contributions.
• Flexible Spending Account (FSA) for eligible healthcare and dependent-care expenses.
• Life and AD&D insurance with employer-provided coverage and additional voluntary options.
• Employer-provided Short-Term Disability (STD) coverage and voluntary Long-Term Disability (LTD) coverage.
• Commuter benefits for eligible transit and parking expenses.
• Pet insurance options.
• Travel discounts and employee room rates worldwide.
• Career growth and training opportunities.
• Access to wellness programs and employee appreciation events.

Eligibility for certain benefits may vary depending on employment status. Detailed information, including plan summaries and enrollment instructions, will be provided during onboarding or upon request. Benefits are subject to applicable law and may be changed in accordance with plan terms or company policy.

E-Verify Participation

theWit Hotel participates in the U.S. Department of Homeland Security E-Verify program to confirm the employment eligibility of all newly hired employees.

Equal Employment Opportunity

theWit Hotel and ROOF on theWit are proud to be Equal Opportunity Employers. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, or any other protected characteristic under applicable law.