Host at One&Only Resorts

Job Summary

• The role of a Hostess is primarily to assist the Manager in providing excellent customer service. A Hostess must receive and attend to guest’s needs in the outlet. They must greet and seat all guests who dine in the restaurant, provide information and, on occasion, serve food and beverage according to prescribed service standards and procedures of the outlet. Keep the Manager updated on the reservations, guest satisfaction and special requests.

Key Duties and Responsibilities

• Present oneself in a way that enhances guests overall experience, by adding life and energy to the outlet.
• Greet guests warmly, yet professionally.
• Assist guests at check in to direct them to the correct departments, when required.
• Show guests to their table / sushi bar / lounge bar.
• Check on table return times and communicate information to the Manager.
• Check on free tables and communicate information to the Manager.
• Keep the reception area tidy according to the Hostess Checklist for duties.
• Help to bus and reset tables when required.
• Complete final duties at the end of the shift (as found in duties manual).
• Cover Restaurant Reservations when required.
• Serve food and beverage to guests according to prescribed service standards and procedures of the outlet, with emphasis on speed and accuracy.
• Knowledgeable on the different types of wines and their proper service.
• Maintain and update the outlet’s reservation book and guest history book.
• Perform the duties and responsibilities of colleagues when the need arises.
• Assist the Manager in recording the daily sales, cover count report and total drinks sold from the outlet.
• Report any unusual incidents, guest complaints, lost and found property, breakages and losses, equipment and fixture break downs to the Manager.
• Attend pre-meal briefing and de-briefing daily and the monthly F & B Staff Meeting.
• Attend all meetings and training sessions organized by Training Department for the staff.
• Responsible for cost saving on guest supplies, food supplies, electricity, water etc.
• Keep informed of all pertinent details concerning the Hotel, events in the city, activities and promotions in the outlets and in the Hotel.
• Maintain cleanliness in the door area, the reception stand, menu folders and any advertising collateral in the outlet.
• Prepare requisition for flowers and newspaper supplies ensuring availability if required by the outlet, ensuring they are fresh and up to date.
• Maintain the par stock of menu folders and advertising collateral in the outlet.
• Takes note of anniversaries, birthdays and special dates for regular guests.
• Prepare requisition for amenities for guests celebrating a special occasion in the outlet and let the Manager to sign it.
• Prepare buffet place card, according to prescribed standard.
• Checks all the menu folders are clean and distributed in the menu box.
• Check all advertising collateral are clean, accurate and properly set.
• Prepare and set up signage and directional for table reservation.
• Prepare and check all buffet signage is clean and presentable.
• Seat guest in appropriate tables.
• Control the distribution of guests in the outlet, allowing the service attendants to clear and re-set up tables.
• Capable of answering and providing accurate information to the guest concerning the restaurant, its products and services.
• Present menu to the guest.
• Knowledgeable of all food and beverage items in the menu, special menu items or items on promotion, the ingredients, method of preparation, portion size and presentation.
• If necessary take the guests food and drink orders and re-confirm each time.
• Practice suggestive selling to boost outlet sales.
• Perform sequence of service in the outlet.
• Confirm satisfaction with the guest, and informs supervisor or manager immediately in case of guest complaints.
• Capable of operating all equipment in the outlet.
• Capable of handling guest complaints professionally.
• Communicates with VIP guests, government officials and other important individuals in the performance of work and in promoting the outlet and Hotel.
• Report to work in prescribed uniform and well-groomed.
• Report to the Manager at the start of shift to receive necessary instructions for the shift, side duties assigned, table reservation, menu changes, special menu, and availability of food and drinks and guest comments and complains.
• Establish and maintain good relations with employees within the department and between other departments.
• Provide assistance to colleagues within Food & Beverage and amongst other departments in the performance of tasks to foster team work and success for the Hotel
• Other duties, of a reasonable nature, will be required of you from time to time at your Manager’s discretion
• Reception & Maître‘D Desk Duties
• These preparations are to be completed at the start of each shift before we open:

Duties

• Check through the Guest Connect system for any information which may be required for the guest reservations for the evening. (Third party payments etc.) .                                     
• Waiter’s notes (for VIPs, Regulars or any Special Requests) have been done and organized into time order.
• Worldwide and personal business cards are arranged tidily and accessible to customers (never hand out personal business cards, these can only be given out by the relevant person).
• Cookbooks counted, on display and arranged neatly. (Reception Desk only)
• Ensure the Return Times Sheet is ready
• Ensure enough of: Pencils and sharpeners, Post-its, Cover up Tape and cello tape, Highlighters, Waiters Notes.
• The area surrounding the reception desk is clean and tidy (including the floor, walls and cloakroom).
• Photocopies of all relevant forms, which may be needed throughout the evening, are of a sufficient quantity.
• The phones and reception desk are wiped down and clean (you can use phone wipes provided  for the phone receivers)

   Restocking the different sheets at Reception

• Check the stock in each envelope every day.
• If anything is running low, ask to make copies in the F&B office.
• You must ensure you have all of the following: -
• Waiters notes
• Stationary
• Menus
• Trays
• Codes for systems
• Pens

Cleaning

• Ensure that both desks are clean and set up for service.
• Ensure that the menu box and the glass doors have been cleaned and polished.
• Please assist waiters in the lounge ensuring areas are clean

End of Service Duties

• When the door closes and the last reservation and walk in table is in, we start on our final duties.

Counting Up

• Fill in the diary and daily log.
• Fill out the sign-in sheet for the next day.

Completing the Diary

• List who worked on the door that evening, including Manager and hostess.
• How many guests were originally booked (on the blocking sheet)?
• How many guests we sat at the bar?
• How many guests in the lounge?
• Walk in’s/ cancellations/ no shows.
• List the names of the VIP’s and a brief description of who they are.
• List the names of the Regular guests.

Completing the Daily Log

• The daily log must be completed neatly and accurately using a black felt pen only.  You must include all the information which you have written in the diary.
• Ensure you have checked for spelling and content with the Manager before beginning the daily log.

Filling in the Sign in Sheet for the following day

• You will be required to complete the sign in sheet for the following day.  It is important that the sign in sheet is completed correctly to avoid staffing problems the next day.
• Take a blank sign in sheet from the blue folder at the M’D desk.  Check that is it up to date (check with the Manager if you are unsure).
• Date it for the following day.
• Complete the shifts using the roster in the blue folder. 
• Double check that you are writing in the correct day/date.
• If any names are missing or you are unsure as to an individuals’ rota please check with a Captain or Manager – do not leave it blank.
• Double check it before finishing.

Final Duties

• Deal with any lost property.
• Check that the business cards on display are arranged tidily.
• Tidy the stationary drawer.
• Restock the desk ready for the next shift.
• Tidy and clean the desk including wiping over the phone receivers.

Skills, Experience & Educational Requirements

• Ability to satisfactorily communicate in English with guests, co-workers and management to their understanding.
• At least vocational diploma in any discipline.
• Minimum of 1 year in hospitality business. Fresh graduate is welcome
• Knowledgeable in various kinds of food and beverage.
• Computer literate
• Pleasant personality with good communication and interpersonal skills