FB Hostess

• Maintain complete knowledge of:
• 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 and check folders are cleaned and in sufficient quantity.
• Ensure that the hostess stand is cleaned and organized.
• Review the reservation book, preassign designated tables, and follow up on all special requests.
• Greet the guests at the entrance of the restaurant.
• Seat guests accordingly to the floor plan, being fair to each waiter.
• Show guests their designated table.
• Ensure that the guests are pleased with their table.
• Present the open menu to the guest.
• Ensure that the tables are set for 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 guests 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 ensuring guest satisfaction.
• Monitor guests' reactions and confer frequently with management to ensure guest satisfaction.
• Monitor and participate to ensure that all tables are cleared and reset according to 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 guests 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 during downtime.
• Successful completion of the training process.
• Assist the Supervisor to ensure proper cashiering procedures are followed and accurately balanced.
• Assist in menu printing.

Administration

• Collect all general requisitions and food & beverage requisitions.
• Prepare and record all inventory on a daily, monthly, and quarterly basis.
• Report any engineering issues and make a HOTSOS request for the same.
• Maintain daily logs and update the Logbook on a daily basis.

Financial and Revenue Responsibilities

• Assist in carrying out monthly, quarterly, biyearly, and yearly inventory of operating equipment.
• Perform cashiering functions and ensure that the outlet cashiering procedures are strictly adhered to.
• Perform beverage inventory on a daily basis and inform management of any discrepancies.

Training and Human Resources

• Coach and train new Heartists through on-the-job training.
• Assist in training employees to ensure they have the necessary skills to perform their duties with maximum efficiency.
• Report to duty punctually wearing the correct uniform and name tag, maintaining a high standard of personal appearance and hygiene, and adhering to hotel and department appearance standards.
• Read and understand the hotel's Employee Handbook and adhere to the hotel's rules and regulations, particularly those relating to Fire, Hygiene, and Safety.
• Attend training and meetings as required.
• Ensure wherever possible that employees are provided with a workplace free of discrimination, harassment, and victimization.
• Treat complaints of harassment and discrimination promptly and confidentially.
• Treat customers and colleagues from all cultural groups with respect and sensitivity.
• Identify and deal with issues that may cause cross-cultural conflict or misunderstanding.

Guest Service Responsibilities

• Establish a professional rapport with guests and maintain good customer relationships.
• Handle guest inquiries in a friendly, courteous, and efficient manner.
• Be fully knowledgeable about all bar products, wine, and cocktail recipes.

Miscellaneous

• Have a thorough understanding and knowledge of all menu items and cashiering.
• Have knowledge about the system.
• All Heartists are required to comply with every reasonable request from their hierarchical supervisor(s) within a reasonable timeframe.
• All Heartists may be assigned to other duties in the hotel as required by business levels.

GENERAL DUTIES:

• Report for duty punctually wearing the correct uniform and name tag, maintaining a high standard of personal appearance and hygiene, and adhering to hotel and department appearance standards.
• Provide friendly, courteous, and professional service at all times.
• Maintain good working relationships with colleagues and all other departments.
• Read and understand the hotel's Employee Handbook and adhere to the hotel's rules and regulations, particularly those relating to Fire, Hygiene, Health, and Safety.
• Comply with local legislation as required.
• Respond to any changes in the department as dictated by the needs of the hotel.
• Be flexible and extend job duties to carry out any other reasonable duties and responsibilities within job capability, including redeployment to alternative departments/areas if required to meet business demands and guest service needs.
• Attend training and meetings as required.

Health and Safety

• Ensure that all potential and real hazards are reported immediately and rectified.
• Be fully conversant with all departmental Fire, Emergency, and Bomb procedures.
• Ensure that all emergency procedures are rehearsed, implemented, and enforced to provide for the security and safety of guests and employees.
• Ensure the safety of persons and the property of all within the premises by fairly applying Hotel Regulations and adhering to existing laws and statutes.
• Ensure all staff within the department work in a manner that is safe and unlikely to give risk of harm or injury to themselves or others.
• Use safe manual handling techniques and practice safe work habits following Accor Health, Safety, and Environment policies, maintaining procedures to minimize our impact on the environment and prevent pollution.

Confidentiality

• Ensure confidentiality and secure storage of all intellectual property and databases, both hard copy and electronic. Adhere to Accor Internet and Email policy.
• Ensure Hotel Customer and Staff information or transactions are kept confidential during or after employment with the .