Hostess

• 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 requests, 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 within 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.
• 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 standalone 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 professionalism at all times.
• Excellent personal presentation and grooming.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.