Host/Hostess

Position Overview

Manage the Table Booking System to hold the floor plan update and so welcome warmly guests on arrival, manage the efficient and timely seating of our guests to a table that best serves their wishes.

Update the CRM in order to anticipate and provide a personalized service and anticipate their expectation.

Good knowledge with all hotel facilities in specially F&B outlets in order to answer questions, give advises and escort guests.

The Role

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Maintain confidentiality of proprietary materials and information.
• Perform other reasonable job duties as requested by Supervisors.
• Address guests' service needs in a professional, positive, and timely manner.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Assist other employees to ensure proper coverage and prompt guest service.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
• Speak to guests and co-workers using clear, appropriate and professional language.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Comply with quality assurance expectations and standards.
• Monitor dining rooms for seating availability, service, safety, and wellbeing of guests.
• Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
• Notify management of maintenance repairs issues.
• Assist your and other departments when needed to ensure optimum service to guests.
• Guide guests through the dining rooms and provide any needed assistance.
• Move and arrange tables, chairs, and settings and organize seating for groups with special needs with minimal amount of disturbance to other guests.
• Ensure place settings are appropriate and each guest has a napkin, clean silverware, and any other item that is part of the standard place setting.
• Check menus to ensure they are current, clean, plentiful, and wrinkle-free.
• Complete closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, , restocking items, turning off lights, locking doors, and completing daily cleaning checklist.
• Check with captain or supervisor before leaving at end of shift.
• Answer phones and take dining reservations from guests, ask and record preferences or special requests/occasions, and relay this information to kitchen staff or management.
• Enter diner information (e.g., number of guests) into reservation system.
• To stay in contact with the greeters, in order to be ready on time to receive the guests.
• To escort guests to a table, balancing the customer flow among the service sections, taking into account requests for a particular table or section, depending on availability and according to the etiquettes.
• To keep abreast of special promotions and hotel product knowledge.
• Acquires a working knowledge of hotel, in-house facilities and local information to respond to guest questions in these areas as required.
• To assist with the duties of waiters as needed such as taking the beverage order, serving food or beverage items, resetting a table, replacing chairs, in order to maintain service effectiveness and efficiency
• To perform opening and closing procedures established for the place of work as assigned.
• To verify that all menus are in good condition, clean and tidy, if not, take appropriate actions.
• To ensure that the place of work and surrounding area is kept clean and organized at all times.
• To ensure that the working area and station are stocked with "mise-en-place" and kept clean and tidy at all times.
• To monitor operating supplies and reduce spoilage and wastage.
• To ensure the smooth running of the assigned station at all times.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve overall objectives of this position.
• Demonstrates teamwork by cooperating and assisting co-workers as needed.
• Keeps immediately supervisor promptly and fully informed of all problems or unusual matter of significance.
• To ensure that all potential and real hazards are reported and rectified immediately.
• To understand and strictly adhere to the Hotel's Employee rules & regulations.
• Understands that business demands sometimes make it necessary to move employees from their accustomed shifts to other shifts.
• Performs any other duties as assigned to him/her by management.