Hostess

Overview/Basic Function:

Courteously greet and escort guests to tables and assist in seating, ensuring hotel's standards of service. Assist in preparing the restaurant for service and maintaining the cleanliness of the room at all times. Take reservations and maintain Seven Rooms Reservation System. Assist in monitoring the guests' needs and all phases of the operation. Assume responsibility when Team Leader is not present.

Responsibilities:

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of:

a. Seven Rooms Reservation System

b. Scheduled daily activities and in-house groups

c. Daily house count

d. Hotel extension numbers

e. Beeper number/radios carried by hotel personnel

f. Hours of operation of each outlet, ambiance, menu selections and price range

g. Features and services provided by the hotel

h. Guest preference capture

• Maintain complete knowledge of all menu items, specials, 86'd or unavailable items, beverage brands, and nonalcoholic selections available in the restaurant.
• Maintain complete knowledge of and strictly abide by local regulations, particularly those prohibiting service to minors and intoxicated persons.
• Maintain complete knowledge of table/seat/station numbers, proper table set-ups, room capacity, hours of operation, price range and dress code of the restaurant.
• Maintain complete knowledge of correct maintenance and use of equipment; use equipment only as intended.
• Maintain complete knowledge and comply with all departmental policies and service procedures.
• Prepare station chart and assign stations to associates following departmental procedures.
• Set up Hostess desk with necessary supplies; maintain cleanliness at all times. Report shortages to Team Leader.
• Inspect condition and cleanliness of menus; ensure designated amounts are available. Update menus as changes occur.
• Inspect the restaurant environment and entrance area, ensuring that all standards are met; rectify any deficiencies; always maintain cleanliness.
• Place newspapers/ iPad Press Reader in designated areas for breakfast as specified in departmental procedures.
• Inspect tables and stations, ensuring that all set-ups meet the department standards. Check throughout meal period.

Relay deficiencies to respective personnel and follow up on corrections.

• Guide the Servers and Bus persons in table set-up needs to ensure optimum service to guests.
• Answer restaurant telephone courteously and efficiently as specified in departmental standards.
• Take, record and confirm restaurant reservations/cancellations as specified in departmental standards.
• Maintain positive guest relations at all times.
• Greet and acknowledge all arriving guests, however busy and whatever time of day.
• Escort guests to tables and assist in seating at tables; present menus and extend congenialities in accordance to department guidelines.
• Anticipate guest needs and respond promptly before, during, and after service.
• Accommodate all requests for information courteously.
• Communicate V.I.P. arrivals and special requests to designated personnel for follow up.
• Handle guest complaints by following the six step procedures and ensuring guest satisfaction.
• Monitor and ensure that all aspects of service conform to departmental standards. Notify respective personnel for problems to be corrected.
• Extend courteous departures as guests leave the restaurant.
• Ensure tables are cleaned and reset according to standards.
• Complete closing duties as assigned.
• Oversee all aspects of restaurant during absence of Manager and/or Supervisor.
• Legibly document pertinent information in restaurant logbook.
• Be familiar with operation of P.O.S. system and manual system procedures.
• Exhibit a friendly, helpful and courteous manner when dealing with guests and associates.
• To maintain and comply with Brand, Forbes, and LQA standards.
• To continuously support direct supervisor assuring service complies with Brand, Forbes, and LQA standards
• To assure the knowledge of Brand, Forbes, and LQA standards
• Take ownership to represent the brand by applying Brand Standards at every occasion.
• All other duties as required.

Oshad Responsibilities:

While at work, and while on work premises, an associate shall:

• Take reasonable care of their own health and safety.
• Take reasonable care of the health and safety of a person and the workplace, that may be affected by their acts or omission at work;
• Cooperate with full compliance with Hotel’s developed OSHMS policies, OSHMS procedures \& operational works instruction in order to protect the health and safety of the people.
• Report to immediate supervisor any situation which they have reason to believe could present a hazards and which they cannot themselves correct;
• Report all OSH incidents and work related injuries; and
• Not intentionally or recklessly interfere with or misuse anything provided (e.g. Equipment \& machineries, PPE, etc.) at the Hotel’s workplace in the interest of health, safety, welfare or protection or management of the workplace.
• Participate in conduct of OSH related planning and implementation in order to achieve the Hotel’s OSH objectives, targets \& program.
• Attend all training arranged by Hygiene, Health \& Safety Manager such as OSH training, safety Induction, on the job training, tool box talks, etc.

Accountability:

• Held accountable and committed whatever it takes to comply with the company’s OSHMS Policies, OSHMS Procedure, \& Operational Works Instruction and any other relevant legislation applies within the organization.
• Held accountable to take care of his own health and safety, other person in the workplace that may be affected by their acts or omission at work.
• To report to his supervisor or respective Manager.

Qualifications:

• Experience: Minimum six months’ experience in a similar position, preferably with a luxury or ultra-luxury restaurant.
• Education: High school diploma.
• General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
• Technical Skills: Certification of previous training in liquor, wine and food service; any previous