Hostess
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Key skills for this role
About the Role
Mandarin Oriental Hotel Group in Doha is seeking a Hostess to take reservations, manage the reservation system, and welcome guests at IZU and IZU Bistro restaurants. The role requires excellent communication skills, a warm demeanor, and the ability to create WOW moments for guests.
Key Skills for This Role
Responsibilities
- Take reservations by phone, email, internet booking applications and in person, and update the reservations system accordingly
- Schedule all reservations and planned seating arrangements with management prior to service period
- Welcome and escort patrons with the objective to delight and satisfy each guest
- Recommend and up sell the initial beverage offering as per service sequence
- Perform any tasks related to billing according to hotel standards if required
- Attend to any complaints or comments given by guests and refer to manager if unresolved
- Bid friendly farewell to guests and sincerely thank them for their visit
- Check that all public areas of the outlet including bathrooms are kept clean throughout operation
- Carry out duties of both IZU and IZU Bistro due to synergy between outlets
Requirements
- Very good understanding of the outlet’s concept and food and beverage offerings
- Ability to converse well in English and preferably other languages
- Natural, warm smile and friendly and passionate approach towards guests
- Ability to handle and resolve challenging situations with guests
Full Job Posting
Role Overview
- The Hostess will take reservations for the restaurants and manage and maintain the reservation system, including the database with respective guest preferences. Furthermore, the hostess welcomes and escorts patrons and if required she will help and carry out all required operational tasks and duties
General Responsibilities
- Understand and comply with all corporate and hotel policies and standard operating procedures.
- Support all learning and development activities.
- Safeguard stored information and not divulge personal data without authority.
- Support and adhere to all policies relating to Safe, Sound and Sustainable at Mandarin Oriental.
- Ensure compliance with the MOHG Social Media Policy.
- Carry out any additional duties requested by management related to hotel operational activities.
Departmental Responsibilities
- Have a very good understanding of the outlet’s concept and food and beverage offerings including promotions and be able to verbally explain those to the guests.
- Take reservations by phone, by email, through internet booking applications and in person and update the reservations system accordingly as per the standards in place and reconfirm all reservations by phone or email.
- Schedule all reservations and planned seating arrangements with management prior to service period.
- Constantly update the reservation system with an accurate table count and ensure to update and reinstate all available tables as soon as possible.
- Professionally provide alternative dining options if IZU is fully booked or offer the guest a seat until a table is ready and keep them updated.
- Welcome and escorts patrons with the overall objective to delight and satisfy each and every guest.
- Ensure accuracy of all menus: current, spelled correctly, clean and presentable and the menu paper is complete and distributed appropriately.
- Recommend and up sell the initial beverage offering as per service sequence and forward effectively the order directly to the waiter in the respective station.
- Perform any tasks related to billing according to hotel standards and cashiering policies if required.
- Attend to any complaints of comments given by guests and if no resolution can be found refer the matter to the outlet manager.
- To bid friendly farewell to guests and sincerely thank them for their visit.
- Check that all public areas of the outlet including the bathrooms are kept clean throughout operation times and communicate to superiors or housekeeping colleagues if areas are in not acceptable state.
Colleague Relations
- Communicate clearly and directly with all colleagues and superiors to avoid misunderstandings.
- Ensure that the restaurant management and if required kitchen colleagues are informed if any special guest preferences are known, such as allergies.
- Be committed to being a team player; proactively cooperating and supporting colleagues in operational tasks.
- Ensure that IZU’s grooming, and appearance standards are implemented and always maintained.
Guest Relations
- Listen to every guest and observe body language carefully to understand guest needs and expectations.
- Be able to converse well in English and preferably other languages, in verbal and written format and present and recommend menus to the guest.
- Have a natural, warm smile and a friendly and passionate approach towards guests and handle and resolve challenging situations with guests.
- Create WOW moments to surprise and delight guests in the restaurants through gestures and other actions.
- Ensure customer satisfaction from arrival to departure in accordance with the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA.
- Proactively gather and record guest’s preference to superiors and act upon them whenever known and maintain the database.
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