Hostess

Main Duties & Responsibilities

• Maintain complete knowledge of:
  • Dining room layout, table/seat/section numbers, proper table setups, room capacity, hours of operation, price range, and dress code.
  • Restaurant reservation procedures.
  • Daily house count, arrivals, departures, VIPs, and scheduled in-house group activities, locations, and times.
  • All department policies and service procedures.
• Answer telephone within 3 rings, using correct salutations and telephone etiquette.
• Take, record, and confirm restaurant reservations or cancellations in accordance with departmental standards.
• Communicate reservation or cancellation changes to management as they arise throughout the shift.
• Monitor the preparation of own assignments, ensuring compliance with departmental standards.
• Ensure that all menus and check folders are cleaned and available in sufficient quantity.
• Ensure that the hostess stand is clean and organized.
• Review the Reservation book, pre-assign designated tables, and follow up on all special requests.
• Greet guests at the entrance of the restaurant warmly.
• Seat guests according to the floor plan, ensuring fair table distribution among waiters.
• Show guests their designated table and ensure they are pleased with their seating.
• Present open menus to guests and ensure tables are set for optimal service.
• Anticipate heavy business times and organize procedures to handle waiting lines.
• Anticipate guests' needs, respond to them promptly, and acknowledge guests at all times.
• Maintain positive guest relations and handle guest complaints following instant pacification procedures.
• Be familiar with hotel services and activities to respond to guest inquiries accurately.
• Monitor guests' reactions and confer frequently with management to ensure guest satisfaction.

Qualifications and Skills

• BA/BSc/HND qualification in hospitality or a related field.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Strong interpersonal and problem-solving abilities.
• Ability to work well under pressure in a fast-paced environment.
• Ability to work cohesively and collaboratively as part of a team.