Wusong Road Tiki Bar is an award-winning, high-volume restaurant and cocktail bar in Harvard Square. We are seeking an experienced Lead Receptionist / Maître d’ – Guest Experience Focused to oversee front desk operations, develop our host team, and strengthen guest relationships. Our primary goal is guest retention: ensuring guests have an experience that makes them want to return, recommend us to others, and become regulars. We are looking for a mature, experienced, composed professional with excellent judgment, strong leadership skills, and the ability to balance guest satisfaction with efficient restaurant operations.

Location: 2 Bennett Street, Cambridge, MA 02138 (and occasionally our sister restaurant Gato Exotico)
Compensation: $24–$28 per hour, based on experience, medical/dental/vision reimbursement, meals provided
Position: Full-time, non-tipped hourly position
Schedule: Approximately 40 hours per week, including evenings, weekends, and holidays
Bilingual English/Spanish skills are appreciated but not required.

Guest Experience & Retention

• Serve as the primary point of contact for guests arriving at and departing from the restaurant.
• Build relationships with returning guests, recognize regulars, and maintain accurate guest preferences and reservation notes.
• Anticipate guest needs, accommodate special occasions, and create opportunities for personalized service.
• Proactively address guest concerns and service challenges before they escalate.
• Resolve complaints, reservation discrepancies, and seating conflicts professionally, involving management when appropriate.
• Identify recurring guest feedback and communicate opportunities for improvement to management.
• Help turn first-time visitors into repeat guests through consistent service and thoughtful follow-up when appropriate.

Front Desk Leadership & Training

• Lead daily front desk operations and establish clear expectations for professionalism, communication, and accountability.
• Train, mentor, and guide new and inexperienced hosts through hands-on coaching and ongoing feedback.
• Teach employees proper greeting procedures, reservation management, guest communication, and problem-solving.
• Monitor team performance and correct service issues constructively.
• Ensure front desk employees understand their opening, closing, cleaning, and operational responsibilities.
• Lead by example, maintaining composure and sound judgment during busy services.

Reservations & Dining Room Management

• Manage reservations, walk-ins, waitlists, and seating assignments using OpenTable.
• Oversee seating across both floors, balancing reservations, server sections, guest preferences, and table availability.
• Monitor dining room pacing, table turnover, and guest flow to maintain efficient operations.
• Coordinate with servers, bartenders, bussers, and managers to avoid service bottlenecks.
• Provide accurate wait estimates and keep guests informed of delays.
• Accommodate accessibility needs and special requests whenever possible.
• Assist with large parties, private events, and high-volume service periods.
• Maintain accurate reservation records, guest notes, and shift communications.

Retail Sales & Merchandise

• Assist guests with purchases of Wusong Road merchandise, collectible tiki mugs, gift cards, and other retail products.
• Process payments and retail transactions accurately through the designated POS system.
• Maintain organized, attractive, and fully stocked retail displays.
• Monitor merchandise inventory, restock products, and notify management of low inventory.
• Carefully package fragile merchandise and assist with guest purchases.
• Handle approved returns, exchanges, and transaction discrepancies according to established procedures.
• Promote merchandise appropriately as part of the overall guest experience.

Daily Operations, Maintenance & Guest Safety

• Oversee front desk opening and closing procedures and ensure guest-facing areas are ready for daily service.
• Assist with day-to-day routine maintenance, cleaning, and operational upkeep.
• Maintain the cleanliness and organization of entrances, waiting areas, host stands, retail displays, and surrounding guest areas.
• Regularly inspect entrances, stairways, walkways, and dining areas for spills, obstructions, and safety hazards.
• During rain, snow, and winter weather, ensure floor mats are properly positioned, wet areas are promptly addressed, and guest walkways remain safe.
• Coordinate snow and ice removal or treatment of exterior walkways with designated staff or management.
• Ensure emergency exits, stairways, and accessible pathways remain unobstructed.
• Identify and report maintenance issues, damaged furnishings, lighting problems, and other operational concerns.
• Work with other departments to ensure routine cleaning and maintenance responsibilities are completed.
• Take initiative to address operational needs rather than waiting for management direction.

Qualifications & Expectations

• Previous experience as a Lead Host, Maître d’, Guest Relations Lead, or similar restaurant leadership position preferred.
• Experience in a high-volume, full-service restaurant strongly preferred.
• Mature, professional demeanor with patience, emotional intelligence, and sound judgment.
• Demonstrated ability to train, guide, and develop employees with varying levels of experience.
• Strong communication, organizational, multitasking, and conflict-resolution skills.
• Experience with OpenTable or comparable reservation management systems preferred.
• Comfortable managing retail transactions, merchandise inventory, and POS systems.
• Ability to make independent decisions while recognizing when management involvement is necessary.
• Strong attention to detail, cleanliness, and guest safety.
• Willingness to perform routine maintenance, cleaning, and operational support duties.Ability to stand, walk, and navigate a multi-level restaurant for extended periods.
• Ability to perform essential job functions with or without reasonable accommodation.
• Availability to work full-time, including evenings, weekends, and holidays.
• Bilingual English/Spanish skills appreciated but not required.

Compensation & Employment
$24–$28 per hour, based on experience and qualifications. This is a full-time, non-tipped hourly position. Employees in this role do not participate in tip pooling or tip sharing.

How to Apply
Please submit your resume or relevant hospitality experience and availability. We are especially interested in candidates with experience in guest relations, employee development, and high-volume dining room operations.