Host / Hostess
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Key skills for this role
About the Role
AccorHotel is seeking a Host/Hostess to manage restaurant reservations, greet and seat guests, and ensure a positive dining experience. The role involves maintaining dining room layout, handling guest inquiries, and supporting restaurant staff.
Key Skills for This Role
Responsibilities
- Take, record, and confirm restaurant reservations and cancellations
- Greet guests at the entrance and seat them according to floor plan
- Present menus to guests and ensure they are pleased with their table
- Anticipate heavy business times and organize procedures to handle waiting lines
- Handle guest complaints following instant pacification procedures
- Monitor and maintain cleanliness and working conditions of own section
- Assist restaurant staff with job functions to ensure optimum service
Requirements
- Knowledge of restaurant reservation procedures
- Ability to greet and seat guests professionally
- Strong communication and telephone etiquette
- Ability to handle guest complaints and ensure satisfaction
Full Job Posting
Responsibilities
- Dining room layout, table/seat/section numbers, proper table setups, room capacity, hours of operation, price range and dress code
- Restaurant reservation procedures
- Daily house count, arrivals, departures, VIPs
- Scheduled in house group activities, locations and times
- All department policies / service procedures
- Answer telephone within 3 rings, using correct salutations and telephone etiquette
- Take record and confirm restaurant reservations / cancellations in accordance with departmental standards
- Communicate reservation or cancellation changes to management as they arise throughout the shift
- Monitor the preparation of own assignments, ensuring compliance to departmental standards
- Ensure that all menus, check folders are cleaned and in sufficient quantity
- Ensure that the hostess stand is cleaned and organized
- Review the Reservation book, pre assign designated tables and follow up on all special requests
Guest Service
- Greet the guests at the entrance of the restaurant
- Seat Guest accordingly to floor plan / being fair to each waiter
- Show guests their table which has been designated to them
- Ensure that the guests are pleased with their table
- Present the open menu to the guest
- Ensure that the tables are set to the best service of the guest
- Anticipate heavy business times and organize procedures to handle waiting lines
- Anticipate guests needs, respond to them promptly and acknowledge guest, however busy and whatever time of the day
- Maintain positive guest relations at all times
- Be familiar with hotel services / activities to respond to guest inquiries accurately
- Handle guest complaints following instant pacification procedures and insuring guest satisfaction
- Monitor guests reactions and confer frequently with management to ensure guest satisfaction
Additional Duties
- Monitor and participate to ensure that all tables are cleared and reset according to the department procedures
- Monitor and maintain cleanliness and working conditions of own section equipment and supplies
- Assist restaurant staff with their job functions to ensure optimum service to guest: when requested
- Promote a cooperative working climate, maximizing productivity and quality
- Do table visits systematically at each meal period to ensure guest satisfaction
- Promote F&B Outlets to each customer in down time
- Successful completion of the training process
- To assist the Supervisor to ensure proper cashiering procedures are followed and accurately balanced
- To assist in Menu printing
- To be entirely flexible and adapt to rotate within the different outlets of the F&B Service
- To carry out any other reasonable duties as assigned by the Outlet Supervisor / Assistant / Manager
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