Hostess

About the Company

Accor, a global hospitality leader, boasts a workforce exceeding 300,000 professionals dedicated to placing people at the center of their efforts, crafting memorable experiences for guests, and fostering a passion for exceptional service and achievement. Leveraging a comprehensive portfolio of renowned brands, tailored services, and expert solutions, Accor continually innovates to redefine hospitality and inspire new ways to enjoy the world.

Role Overview and Responsibilities

• Maintain comprehensive knowledge of the restaurant environment, including dining layout, table and seating arrangements, room capacity, operating hours, pricing, and dress codes.
• Understand and manage restaurant reservation protocols including record-keeping and confirmation of bookings and cancellations.
• Keep track of daily guest metrics such as house counts, arrivals, departures, and VIP guests.
• Be aware of scheduled in-house group events with their respective times and locations.
• Adhere to all departmental policies and service procedures.
• Answer phone calls promptly within three rings, using proper telephone etiquette and greetings.
• Communicate reservation changes and cancellations promptly to management during shifts.
• Oversee preparation of assignments ensuring they comply with departmental standards.
• Ensure menus and check folders are clean and adequately stocked; keep hostess stand organized and tidy.
• Review reservation logs, pre-assign tables, and follow up on special requests.
• Welcome guests at the restaurant entrance and seat them according to floor plans, ensuring fairness among waitstaff.
• Guide guests to their designated tables and confirm their satisfaction with seating arrangements.
• Present menus to guests and confirm tables are set to high service standards.
• Anticipate busy periods, organizing procedures to manage waiting lists effectively.
• Anticipate and promptly respond to guest needs, maintaining positive guest relations consistently.
• Stay informed about hotel services and activities to accurately address guest inquiries.
• Handle guest complaints smoothly to ensure guest contentment and follow pacification protocols.
• Regularly confer with management regarding guest satisfaction and monitor guest reactions.
• Ensure tables are cleared and reset appropriately throughout meal periods.
• Maintain cleanliness and proper condition of section equipment and supplies.
• Support restaurant staff when needed to uphold outstanding guest service.
• Foster a cooperative and productive work atmosphere, maximizing quality and efficiency.
• Conduct table visits during every meal service to ensure guests' enjoyment.
• Promote food and beverage outlets to customers during slower periods.
• Complete training successfully and assist supervisors in cashiering and menu printing duties as required.

Additional Duties

• Report to work punctually, adhering to uniform and personal appearance standards.
• Provide courteous, professional service at all times.
• Maintain positive relationships with colleagues across departments.
• Comply with hotel policies including fire, hygiene, health, and safety protocols, as well as relevant local legislation.
• Adapt to departmental changes per hotel requirements and be flexible to undertake reasonable job duties or redeployments to meet business needs.
• Attend scheduled training sessions and meetings.

Qualifications and Desired Attributes

• Focus attentively on guest needs while maintaining calmness and courtesy.
• Strong interpersonal communication and problem-solving skills.
• Ability to perform well under pressure in fast-paced settings.
• Collaborative team player with autonomy in task management.
• Effective time management and organizational abilities.
• Excellent communication skills.
• Passion for food and beverage service industry.