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.
- 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