Hostess

Position Summary:

As an F&B Hostess, you will be the face of our restaurant, creating a warm and welcoming atmosphere for all guests. Your primary responsibility is to ensure that each guest has an exceptional dining experience from the moment they arrive until they leave. This role requires a keen attention to detail, excellent communication skills, and the ability to multitask in a fast-paced environment.

Key Responsibilities:

Guest Reception:

• Greet all guests warmly and professionally as they enter the restaurant.
• Escort guests to their tables, presenting menus and ensuring they are comfortable.
• Maintain a guest waiting list and manage reservations effectively to ensure optimal seating arrangements.

Seating Coordination:

• Monitor the dining area to assess seating availability, service timing, and guest satisfaction.
• Coordinate with the kitchen and serving staff to manage table flow and avoid overloading any section.
• Adjust seating plans as necessary to accommodate large parties, special requests, or VIP guests.

Guest Interaction:

• Engage with guests to ensure they are satisfied with their experience, addressing any concerns or requests promptly.
• Provide accurate information about the menu, including daily specials and promotions.
• Upsell beverages, appetizers, and desserts to enhance the guest experience.

Reservation Management:

• Manage restaurant reservations through phone, email, or online systems, ensuring accuracy and efficiency.
• Confirm reservations and follow up with guests for any special requests or dietary requirements.
• Maintain records of guest preferences and special occasions to personalize future dining experiences.

Ambiance & Cleanliness:

• Ensure the hostess stand, menus, and dining area are clean and presentable at all times.
• Oversee the appearance of the dining area, including lighting, music, and table settings.
• Coordinate with housekeeping and maintenance to address any cleanliness or repair issues.

Team Collaboration:

• Work closely with the F&B team to ensure seamless service delivery.
• Communicate effectively with the kitchen, bar, and serving staff to ensure timely and accurate service.
• Participate in team meetings and training sessions to stay updated on service standards and menu changes.

Complaint Resolution:

• Handle guest complaints with professionalism, escalating to the Restaurant Manager when necessary.
• Take proactive steps to resolve any issues and ensure guest satisfaction before they leave the restaurant.

Qualifications:

Experience:

• Minimum of 1-2 years experience in a similar role within a high-end hotel or restaurant.
• Proven track record of delivering exceptional customer service in a fast-paced environment.

Skills:

• Excellent communication and interpersonal skills.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Proficiency in using reservation and point-of-sale systems.

Education:

• High school diploma or equivalent. A degree or certification in hospitality management is a plus.

Personality:

• A friendly, outgoing personality with a passion for guest service.
• Ability to remain calm and composed under pressure.
• A team player with a positive attitude and a strong work ethic.

Physical Requirements:

• Ability to stand and walk for extended periods.
• Ability to lift and carry up to 20 pounds.
• Flexibility to work various shifts, including evenings, weekends, and holidays.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?