Hostess/Host

Responsibilities:

• Have a very good understanding of the outlet's concept and food and beverage offerings including promotions and be able to verbally explain those to the guests.
• Take reservations by phone, by email, restaurant reservation system, through internet booking applications and in person, update the reservations system accordingly as per the standards in place and reconfirm all reservations by phone or email.
• Schedule all reservations and planned seating arrangements with management prior to service period.
• Constantly update the reservation system with an accurate table count and ensure to update and reinstate all available tables as soon as possible.
• Greet and escort guests with the goal of delighting and satisfying each one through warmth and hospitality.
• Ensure the hostess station and entrance area are clean and presentable.
• Assist with administrative tasks as needed, such as printing menus or organizing promotional materials.
• Ensure accuracy of all menus: current, spelled correctly, clean, presentable and the menu is complete and distributed appropriately.
• Assist guests by guiding them through the dining rooms and providing any necessary assistance and orientation at different meal periods.
• Address guest inquiries and concerns in a courteous and efficient manner.
• Provide information about the menu, specials, and restaurant policies.
• Handle any complaints or issues with professionalism and escalate to management if necessary.
• Manage waitlists during busy periods and provide estimated wait times to guests.
• Rearrange tables, chairs, and settings, and organize seating for groups and guests with special needs.
• Ensure that place settings are complete, including a napkin, clean silverware, and all standard items for each guest.
• Ability to provide alternative dining options if outlet is fully booked or provide a waiting area for guest until a table becomes available, keeping them update on the status.
• Report any complaints, incidents, or other irregularities to management.
• Lead, train, and supervise the host/hostess team.
• Schedule shifts and manage the staffing needs of the hostess team.
• Communicate with the kitchen and wait staff to ensure efficient service.
• Coordinate with other departments to ensure smooth operations.
• Communicate effectively with the management team regarding guest feedback and operational issues.
• Collaborate with the kitchen and wait staff to manage the flow of service.
• Attend daily departmental briefings to ensure that all pertinent information is effectively communicated to team members.
• Handle guest complaints and comments tactfully, efficiently and make effective service recovery if necessary.
• Maintain daily logbook with clear and concise information on operations.
• Establish guest database with preference records of regular guests.
• To bid friendly farewell to guests and sincerely thank them for their visit.

OTHER RESPONSIBILITIES

• Foster a service-oriented culture that prioritises guests' needs.
• Demonstrate proficiency in the hotel's fire and life safety emergency procedures.
• Uphold the highest standards of personal appearance and cleanliness.
• Fulfil any additional duties assigned by management.
• Adhere to health and safety guidelines regarding the responsible service of alcohol.

Knowledge and Experience

• Minimum 1 year of relevant experience in a similar luxury hotel environment.
• Relevant experience as a host in a similar luxury hotel or free-standing restaurant capacity providing customer service for a minimum of 1 year.
• Oral and written fluency in English and an additional language.
• Ability to understand effective approaches of communication with different individuals and able to support restaurant servers throughout their daily duties.

Competencies

• Attention to detail and problem-solving skills.
• Ability to remain calm and professional in a fast-paced environment.
• Passionate about the hospitality industry
• Aware of the local community and comfortable giving recommendations
• Good communication and customer contact skills
• Service orientated with an eye for detail
• Ability to work well in stressful and high-pressure situations
• A team player and self-starter
• Perform job with attention to details and the ability to organize and handle multiple tasks
• Ability to understand the flow of service and support colleagues