Merchant Card Customer Service Manager jobs in Madison, WI

Rule No. One Hospitality Group opened Merchant in late 2010 as a café, a shop, and a late night craft cocktail bar specializing in no-nonsense, modestly priced, seasonal fare that reflects the ingredients and burgeoning culture of Madison, Wisconsin. Here we celebrate our neighborhood, the First Settlement District, steeped in history, quality, authenticity, style, and entertainment. The idea has flourished as Merchant has become a Madison institution and a stage for showcasing some of the best bartending and culinary talent in the city with a distinctive menu steeped in the classic American repertoire. Now, in 2024, we are rebuilding and reimagining Merchant for the new decade with a state-of-the-art renovation featuring aviation-style windows, new finishes and wraparound seating. This will be an opportunity to rebuild not only with new decor and menu, but a culture that celebrates our hospitality group's mission to create spaces for treating each other and ourselves well. You will be working with a chef team led by some of Madison's top talent.

​

The Host offers the first impression in the restaurant as well as providing critical operational support for the servers, with an orientation to the guest and our mission. Responsibilities include:

​

• Welcome our guests in a warm and hospitable way and manage the timely and efficient seating at the venue.
• Provide knowledgeable, friendly and attentive, efficient, friendly, energetic, and thoughtful service at all times.
• Promptly address customer service issues and refer customers to onsite management when necessary.
• Receive instruction from multiple sources and prioritize tasks effectively.
• Support team members in the completion of their duties to ensure satisfaction of all guests before, during, and after service.
• Stocking, organizing and preparing service related items.
• Be knowledgeable of the restaurant and its history.
• Communicate respectfully with coworkers at all levels.
• Gain proficient knowledge of OpenTable and our reservation policies.
• Gain knowledge of restaurant POS software
• Facilitate to-go orders accordingly through phone orders, 3rd party platforms, etc.
• Prepare the dining room for dining by setting tables and performing other cleaning and tidying duties.

​

Reporting:

The role will report to Shift Leads, the Front of House Manager and the General Manager of Merchant.

​

Benefits:

• Competitive wages
• A flexible and predictable schedule that is posted two weeks in advance
• 50% dining discount for you and your friends and family
• 50% off all food and beverage, 15% off retail items
• Access to Merchant's online classroom with training materials, recipes, and checklists. After full orientation, we offer weekly paid training opportunities to taste wine, spirits and food with industry experts
• Our mission is centered around treating each other and ourselves well through our love of food, drink, and community.
• All employees are offered health, dental and vision insurance
• Paid time off
• 401k contribution
• The chance to work in a brand new clean facility with state of the art new equipment
• The chance to contribute to one of the most dynamic restaurant groups in the region

Our ideal Host has the following attributes:

• Has 1 years of restaurant experience. Front desk experience is a plus.
• Experience with reservation systems such as OpenTable preferred
• The ideal host has excellent personal qualities, is polite, confident, a great sense of humor and above all, enjoys dealing with people.
• The host should be warm and genuine using verbiage and vocabulary that is guest-focused and positive
• The host controls the entire flow of the restaurant. Organization is key while always being calm and collected.
• Able to thrive in a team environment as a reliable and trustworthy player on the floor.
• The host, along with all staff members, is expected to be clean, neat and tidy in their personal appearance and also in their working habits; they shall also maintain the highest standards of hygiene in their workplace.
• The host, along with all staff members, is expected to embody the organizational mission and caring, inclusive, and authentic values in terms of who we are and what we believe.

Our Values:​

• Inclusivity. We will establish a culturally diverse and inclusive environment, one that specifically supports minorities, all genders, and those historically underrepresented in our industry.
• Humility. We are modest about capabilities, admit mistakes, and create the space for others to contribute.
• Effective Collaboration. We are a team centered around positivity, that stands for one message which involves empowering others, empathizing with each other, and uplifting others as a collective.
• Respect and Justice / Health and Well-Being. All team members need to be treated respectfully and fairly. This pertains to equity in pay, and specific attention to physical/mental health, well-being and safety.
• Positivity and Love of Food and Community. Cooking and serving others is a powerful act of caring and love for one another. Let us work together to bring our community together through the power of food and drink

​

Pay Rate: $16-20/hr, inclusive of tip-out

​

Merchant is an equal opportunity employer, with a mission to support women, Black, LGBTQ applicants. As an organization, we support a minimum wage of $16/hour.

Job Types: Full-time, Part-time

Pay: $16.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift
• Night shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work Location: In person