Hostess

Overview

Serve as the first point of contact by warmly welcoming guests and escorting them to their tables, while upholding the hotel's service standards. Prepare the dining area and ensure cleanliness at all times. Manage reservations using the Seven Rooms Reservation System and oversee guest needs throughout the dining experience. Step into leadership responsibilities when the Team Leader is unavailable.

Key Responsibilities

• Adhere strictly to all department policies, procedures, and service standards, maintaining exceptional quality daily.
• Be thoroughly familiar with operational tools and information including the Seven Rooms Reservation System, daily schedules, in-house groups, hotel and outlet contacts, and ambiance details.
• Possess comprehensive knowledge of menu items, specials, and beverage selections, ensuring accurate communication of availability and restrictions.
• Comply with local laws, especially regarding service restrictions to minors and intoxicated guests.
• Maintain detailed understanding of table arrangements, station numbers, seating capacity, and restaurant dress code.
• Properly use all equipment according to intended purposes and departmental standards.
• Prepare station charts and assign responsibilities within the team appropriately.
• Ensure cleanliness and readiness of hostess desk and restaurant environment, reporting any shortages or issues.
• Inspect menus and update as needed to reflect current options.
• Manage presentation of newspapers or iPad Press Reader during breakfast hours.
• Regularly inspect tables and station setups to uphold service standards, coordinating with servers and bus staff.
• Handle telephone calls professionally, including reservations and cancellations.
• Maintain positive and courteous guest relations, greeting all arrivals warmly regardless of time or busyness.
• Anticipate and swiftly respond to guest needs and special requests, communicating VIP arrivals to the relevant staff.
• Address guest complaints effectively through a structured six-step process to ensure satisfaction.
• Monitor service delivery, notifying team members to correct any issues promptly.
• Escort guests on departure, ensuring a warm farewell.
• Oversee restaurant operations during Manager or Supervisor absence, documenting necessary details in the logbook.
• Be proficient with the P.O.S. system and manual procedures.
• Demonstrate friendliness, helpfulness, and courtesy when interacting with guests and colleagues.
• Uphold Brand, Forbes, and LQA standards consistently, supporting supervisors to meet these benchmarks.
• Perform additional duties as assigned.

Occupational Safety and Health (OSH) Responsibilities

• Take personal responsibility for health and safety.
• Ensure actions do not endanger oneself or others at work.
• Comply fully with the hotel's OSHMS policies and procedures.
• Report hazards or incidents to supervisors promptly.
• Do not misuse or interfere with safety equipment or procedures.
• Engage in OSH-related planning, training, and implementation activities.

Accountability

• Commit to complete compliance with company health and safety policies and related legislation.
• Be accountable for personal and coworker safety through responsible behavior and timely reporting.

Qualifications

• Minimum of six months experience in a similar role, preferably within a luxury or ultra-luxury restaurant setting.
• High school diploma required.
• Strong attention to detail with ability to prioritize, organize, and solve problems calmly and effectively.
• Ability to work as part of a team and with minimal supervision.
• Maintain confidentiality regarding guest and hotel information.
• Previous training certification in liquor, wine, and food service is an advantage.