Posted 3 months ago

Hostess

Job brief

  • To assist in the seamless running of the restaurant, by providing a highly efficient and effective service, ensuring standards are maintained and customer needs are anticipated.
  • Host/Hostess responsibilities include greeting guests, providing accurate wait times and escorting customers to the meeting and bar areas. For this role, you should have solid organizational and people skills to make sure our guests have a positive dining experience from the moment they arrive till their departure.
  • Ultimately, you’ll ensure we provide excellent customer service and a pleasant experience to our guests.

Responsibilities

  • Welcome guests to the venue.
  • Provide accurate wait times.
  • Manage events.
  • Escort customers to assigned meeting or bar area.
  • Greet customers upon their departure.
  • Cater to guests who require extra attention.
  • Answer incoming calls and address customers’ queries.
  • Assist wait staff as needed.
  • Communicate any issues or ideas to the management team.
  • To maximize covers and sales opportunities through good service.
  • Become a professional, valued member of the team with a flexible approach to improving customer experience.
  • To demonstrate a high standard of personal appearance, always wearing the full and correct uniform and ensuring good personal hygiene.
  • To build up rapport with regular customers.
  • To confirm events and control deposits.
  • To be fully aware of opening times and have a full and up to date knowledge of the products and services.
  • To handle customer and visitor enquiries or requests, providing correct and accurate assistance or information which meets customer needs.
  • To handle complaints promptly and professionally, demonstrating genuine care and concern.
  • To ensure all telephone calls are handled politely and efficiently, ascertaining and accurately meeting the caller’s needs.
  • To be flexible and extend job duties to carry out any other reasonable responsibilities within the job capacity as assigned, to meet business demands and guest service needs.
  • All menus and price lists are up to date and in good condition.
  • The reception area is clean, tidy and well stocked at all times.
  • To arrive at work for a rostered shift and be punctual, always following company absence, lateness procedure if unable to do so.
  • To monitor standards and supply of all equipment, ensuring management team are aware of any needs.
  • To treat company property with due care and attention.
  • To ensure all stationery requirements are met.
  • To ensure all items not collected are recorded in the lost property book.
  • To log all enquiries concerning misplaced items in the lost property book.
  • Ensure each shift is reviewed and team handovers/briefings are carried out.
  • To ensure consistent communication from reception to the Duty Manager and the Kitchen.
  • All telephone calls are answered within three rings.
  • Customer requests, queries or complaints are administered within 24hrs.

Requirements

  • Previous work experience as a Host/Hostess.
  • Understanding of restaurant etiquette.
  • Familiarity with health and safety regulations.
  • Experience in managing reservations.
  • Demonstrable customer-service skills.
  • Excellent communication skills (via phone and in-person).
  • Strong organizational skills with the ability to monitor the entire area.
  • Availability to work in shifts as needed.
  • Good physical condition to walk and stand during an entire shift.
  • Time Management.
  • Product Knowledge.
  • Telephone Etiquette.
  • Customer Service.
  • Dependability.
  • Oriented approach and patience.
  • Problem solving and decision-making skills.
  • Responsible and trustworthy.
  • Attention to cleanliness and safety.
  • Hands-on experience with cash register and ordering information system (e.g. Revel POS or Toast POS).
  • Strong organizational and multitasking skills, with the ability to perform well in a fast-paced environment.
  • Active listening and effective communication skills.
  • Team spirit.
  • Flexibility to work in shifts.
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