Hostess

Description:

• 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 system 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.
• Perform any tasks related to billing according to restaurant standards and cashiering policies if required.
• 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.
• 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.
• 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 grooming and appearance standards are implemented and maintained at all times to reflect an image of professionalism and care.
• Listen to every guest and observe body language carefully in order to be able to understand guest needs and expectations and consistently delight and satisfy every guest.
• 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.

Skills & Qualifications

• High School qualification or equivalent is preferred.
• Experience as Hostess in a high-volume, fast pace restaurant level of service is preferred.
• Minimum 2 years’ experience working as Hostess in f&b environment.
• Ability to understand guest needs and to deliver superior customer service.
• Familiar with Table Management System procedures is preferred.
• Ability to understand the flow of service and handle multiple tasks effectively is preferred.
• Ability to handle telephone calls and written correspondence properly.
• Basic computer skills including MS Office.
• Able to communicate clearly with peers and superiors.
• Very good verbal and written communication skills in English