Hostess

Roles and responsibilities

A Hostess is responsible for seating guests and managing table set-ups to deliver an excellent Guest and Team Member experience while working to achieve departmental targets.

What will I be doing?

As a Hostess, you are responsible for seating guests and managing table set-ups to deliver an excellent Guest and Team Member experience. A Hostess ost will also be required to work in all areas of Food and Beverage and strive to achieve departmental targets. Specifically, you will be responsible for performing the following tasks to the highest standards:

• Welcome guests in a polite and friendly manner
• Coordinate seating for customers
• Up-sell with latest departmental incentives
• Manage table set-ups
• Able to work in all areas of Food and Beverage including Bar, Restaurant, Room Service and Conference and Events
• Follow cash handling procedures
• Manage guest queries in a timely and efficient manner
• Ensure compliance of brand standards
• Strive to achieve departmental targets
• Ensure cleanliness of work areas
• Comply with hotel security, fire regulations and all health and safety legislation
• Comply with local licensing laws
• Be environmentally aware
• Assist other departments wherever necessary and maintain good working relationships
  
  

What are we looking for?

A Hostess serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Positive attitude
• Good communication skills
• Commitment to delivering high levels of customer service
• Excellent grooming standards
• Flexibility to respond to a range of different work situations
• Ability to work on your own or in teams
  
  

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous Food and Beverage and/or industry experience
• Experience with cash handling
• Knowledge of Food Hygiene Regulations

Desired candidate profile

A Hostess plays a key role in creating a positive first impression for guests in restaurants, hotels, or event venues. Here are the essential skills required for this role:

Customer Service Skills

• Warm demeanor: Greet guests with friendliness and professionalism.
• Active listening: Understand guest preferences or special requests.
• Conflict resolution: Handle complaints or guest concerns with tact and patience.
• Empathy: Provide personalized attention to ensure a memorable guest experience.

Communication Skills

• Verbal communication: Clearly explain wait times, seating arrangements, and menu highlights.
• Non-verbal communication: Use body language and gestures to convey attentiveness and professionalism.
• Team communication: Effectively relay guest needs to servers, managers, or other staff.

Organizational and Time Management Skills

• Efficient seating management: Coordinate table assignments to balance guest flow and minimize wait times.
• Scheduling: Manage reservations and walk-ins with accuracy.
• Prioritization: Handle multiple tasks simultaneously, such as greeting guests and answering phone calls.

Technical Skills

• Reservation systems: Familiarity with tools like OpenTable, Resy, or in-house booking systems.
• Point of Sale (POS) systems: Basic knowledge of handling orders or processing payments, if needed.
• Phone etiquette: Professionally manage incoming calls for reservations or inquiries.

Team Collaboration

• Coordination: Work closely with servers, kitchen staff, and managers to ensure seamless service.
• Supportive role: Assist colleagues during peak hours or challenging situations.
• Communication: Keep the team informed of special requests or guest preferences.

Sales and Upselling Skills

• Menu knowledge: Provide recommendations on dishes, drinks, or specials.
• Upselling: Suggest cocktails, appetizers, or desserts to enhance guest experiences.
• Promotions: Inform guests about ongoing deals or loyalty programs.

Attention to Detail

• Table settings: Ensure the dining area is clean, organized, and prepared for guests.
• Observation: Anticipate guest needs, such as accommodating large parties or seating preferences.
• Accuracy: Double-check reservations, waitlists, and seating arrangements.