Restaurant Hostess

Roles and 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.
• Display proper and professional phone etiquette and assure that all guest details and requests are clearly registered and communicated.
• Take reservations by phone, by email, through internet booking applications and in person and update the reservations
• ystem accordingly as per the standards in place.
• To reconfirm all reservations by phone or email at the set timely standard and schedule the 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.
• Welcome and escort patrons with the overall objective to delight and satisfy each and every guest and if needed she/he will assist and reasonably escort and direct the patron to other destinations within the hotel.
• Ensure accuracy of all menus: current, spelled correctly, clean and presentable and the menu paper is complete and distributed appropriately.
• Recommend and up-sell the initial beverage offering as per service sequence and forward effectively the order directly to the waiter in the respective station.
• Perform any tasks related to billing according to hotel standards and cashiering policies if required.
• Attend to any complaints of comments given by guests and if no resolution can be found refer the matter to the Outlet Manager.
• To bid friendly farewell to guests and sincerely thank them for their visit.
• Check that all public areas of the outlet including the bathrooms are kept clean throughout operation times and communicate to superiors or housekeeping colleagues if areas are in not acceptable state.
• Ensure that the uniform provided is kept clean, presentable and in good condition, ensuring that personal appearance and hygiene standards are an example for the team and a demonstrate a professional image for our guests.
• Any other reasonable tasks as assigned by the Outlet Manager including assisting other outlets.
• Communicate clearly and directly with all colleagues and superiors in order to avoid misunderstandings and other shortfalls caused by lack of communication. Particularly focus on clear communication of all floor plans and seating related matters as well as other requests from guests to related service colleagues.
• Ensure that superiors and if required kitchen colleagues are informed if any special guest preferences are known, such as allergies.
• Be committed to being a team player; proactively cooperating and supporting colleagues in operational tasks including assisting service procedures such as order taking, clearing of table, or serving food if required.
• Ensure that Mandarin Oriental Jumeira’s grooming, and appearance standards are implemented and always maintained to reflect an image of professionalism and care.
• Listen to every guest and observe body language carefully to be able to understand guest needs and expectations and consistently delight and satisfy every guest.
• Report critical situations, such as intoxicated guests or aggressive behaviour to managers or security immediately.
• Be able to converse well in English and preferably other languages, in verbal and written format and present and recommend menus to the guest.
• Have a natural, warm smile and a friendly and passionate approach towards guests and handle and resolve challenging situations with guests.
• Create WOW moments to surprise and delight guests in the outlet through gestures and other actions.
• Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA.
• Proactively gather and record guest’s preference to superiors and act upon them whenever known and maintain the database.

Desired candidate profile

• Greeting and Welcoming Guests:

  • Warm Reception: The Hostess is the first point of contact for guests. Greeting them with a friendly smile and positive attitude is essential to creating a welcoming environment.
  • Making Guests Feel Comfortable: Ensuring guests feel comfortable and valued as soon as they arrive, regardless of whether they have a reservation or not.

• Seating Guests:

  • Managing Reservations: Checking guests in upon arrival, confirming reservations, and guiding them to their assigned tables or waiting areas.
  • Seat Management: Strategically assigning tables based on availability, customer preferences, and service flow (e.g., special requests, size of party, or VIP guests).
  • Handling Waitlists: Managing a waitlist during busy times, informing guests of wait times, and updating them on the status of available tables.

• Managing the Dining Area:

  • Monitoring Table Availability: Keeping track of the seating chart and coordinating with servers and kitchen staff to ensure that tables are prepared and available for guests in a timely manner.
  • Balancing Service Flow: Ensuring that tables are filled evenly across the dining area to maintain smooth service, taking into account the capabilities of the kitchen and wait staff.

• Providing Information to Guests:

  • Menu Knowledge: Informing guests about the restaurant’s menu, specials, or daily offerings, and answering questions regarding ingredients, dietary restrictions, or pricing.
  • Handling Inquiries: Addressing guest requests and concerns with courtesy, such as informing them about wait times, directions to restrooms, or accommodating special seating preferences (e.g., outdoor seating, booths, high chairs).

• Coordinating with Staff:

  • Communication with Servers and Management: Keeping open communication with waitstaff, kitchen staff, and management to ensure that the dining experience runs smoothly.
  • Assisting in Special Requests: Communicating guest needs to the appropriate staff, such as providing special seating arrangements, high chairs for children, or other accommodations.

• Maintaining a Clean and Organized Entrance:

  • Entrance Area Management: Keeping the host stand and entrance area clean, organized, and aesthetically appealing to enhance the guest experience.
  • Creating a Welcoming Environment: Ensuring that the entrance area is tidy, welcoming, and well-lit, with menus or promotional materials visible to guests.

• Handling Guest Complaints or Issues:

  • Conflict Resolution: Addressing minor guest concerns or complaints calmly and professionally, ensuring that the issue is handled quickly and the guest feels valued.
  • Escalating to Management: If necessary, escalating unresolved issues to the restaurant manager or supervisor for further attention or resolution.