Hostess

Roles and responsibilities

• Check the reservation system and in-house guest information for the next meal period.
• Notify the supervisor of any large group bookings or any reservations with special request, VIP etc..
• Distribute reservations among all servers equally, informing them of all information necessary. Example, Birthdays, anniversaries, bill not to be taken to the table or any other unusual requests.
• All the reservations are allocated as per the floor plan.
• Always answer the phone politely using a friendly tone and being informative.
• The telephone must be answered on a maximum of three rings.
• If a customer has any questions, it is her responsibility to answer them accurately. Therefore, know your product and offerings.
• You must have complete knowledge of all food and beverage menus: The ingredients; the preparation; how items are served and with what; know your prices; know the promotions, special events etc..
• Understand the Server and runner tasks in the outlet and provide assistance as required.
• Have a fair idea about general information around the city.
• To be aware of all the policies and procedures in the Hotel.
• Other duties as assigned
  

Qualifications

• Excellent communication skills in English, both written and verbal.
• Previous customer service experience required
• It is not mandatory to have hotel experience, a stand alone restaurant role as a Hostess is also welcomed to apply
• Excellent communication and organizational skills
• Strong interpersonal and problem-solving abilities
• High level of energy and professional at all times
• Excellent personal presentation and grooming

Desired candidate profile

1. Greeting Guests

   • Welcome guests with a friendly and professional attitude as they enter the restaurant or dining area.
   • Acknowledge guests promptly, making them feel valued and comfortable from the moment they arrive.

2. Managing Reservations

   • Answer the phone and manage reservations, ensuring that guest bookings are recorded accurately in the reservation system.
   • Confirm reservations and offer to modify or accommodate special requests or last-minute changes.
   • Monitor the reservation system to optimize guest seating and minimize wait times.

3. Seating Guests

   • Escort guests to their tables, providing menus and offering water or drink options as they settle in.
   • Ensure that tables are properly set and ready for guests upon arrival.
   • Manage guest seating arrangements to balance the flow of service and maintain a comfortable environment for all guests.

4. Managing Waitlists

   • If there is a wait for a table, politely inform guests of the estimated wait time and offer them an option to wait in the bar area or another designated waiting area.
   • Keep guests informed about wait times and update them if any delays occur.
   • Ensure that the waiting area is comfortable and guests are attended to while waiting.

5. Coordinating with Servers and Kitchen Staff

   • Communicate guest preferences or special requests (e.g., seating preferences, dietary needs) to the waitstaff or kitchen.
   • Work closely with servers and the kitchen to ensure a smooth dining experience, especially during busy hours.
   • Notify the kitchen or the server about VIP guests or special occasions, so extra attention can be provided.

6. Managing the Flow of Guests

   • Monitor the restaurant’s occupancy and seating plan to maximize seating efficiency.
   • Ensure that guests are seated in a timely manner and that there is a balanced flow between the front-of-house and kitchen staff.
   • Handle any seating conflicts, such as accommodating large parties or adjusting reservations to avoid overcrowding.

7. Maintaining Cleanliness of the Hostess Area

   • Keep the entrance, waiting area, and hostess stand clean and organized.
   • Ensure that menus, promotional materials, and other materials are neat and presentable.

8. Handling Customer Inquiries and Complaints

   • Address guest inquiries regarding the restaurant's menu, policies, or services.
   • Handle customer complaints calmly and professionally, escalating to management when necessary.

9. Assisting with Special Requests

   • Help accommodate special requests such as seating preferences, high chairs, or accessible seating.
   • Assist with arrangements for special events like birthdays, anniversaries, or large group reservations.

10. Upselling and Promoting Restaurant Services

• Promote specials, events, or other restaurant services to guests as they are seated.
• Upsell dining options, such as appetizers, specials, or wine pairings, when appropriate.