FB Hostess

Roles and Responsibilities

• Check the reservation system and in-house guest information for the next meal period.
• Notify the supervisor of any large group bookings or any reservations with special requests, VIP etc.
• Distribute reservations among all servers equally, informing them of all necessary information, such as birthdays, anniversaries, sample invoice formats, and unusual requests.
• All reservations are allocated as per the floor plan.
• Always answer the phone politely using a friendly tone and being informative.
• The telephone must be answered within a maximum of three rings.
• If a customer has any questions, it is your responsibility to answer them accurately. Therefore, know your product and offerings.
• You must have complete knowledge of all food and beverage menus: the ingredients, the preparation, how items are served and with what, know your prices, and be aware of promotions and special events.
• Understand the server and runner tasks in the outlet and provide assistance as required.
• Have a fair idea about general information around the city.
• Be aware of what details are required to make a reservation.
• Be aware of all the policies and procedures in the hotel.
• Except in emergencies, no employees are permitted personal phone calls or the use of the telephone at any time.
• You are not permitted to give out any personal information over the telephone, except to staff members.
• All messages are to be taken on the appropriate message pad, not on a piece of paper.
• The hostess is a very important part of the restaurant's experience. Always remember you are the first and the last person the customer sees, therefore, you are their first and last impression.
• It is of utmost importance that someone is present at the host station at all times.
• Never walk more than three paces in front of the guest or walk too fast.
• Once at the table, pull out the chairs for the women first and then any other guest you can accommodate.
• On departure of a guest, make contact with them, ask how their evening was, and say, "Thank you for dining with us and hope to see you again."
• If there are any complaints, reach out to a manager or supervisor immediately.
• Perform opening, cleaning, and closing duties.
• Take responsibility for outlet cashiering duties.
• Adhere to the hotel's hygiene and HACCP standards and ensure that standard operating procedures and requirements are fully met.

What We Need From You

• Excellent communication skills in English, both written and verbal; knowledge of Arabic is an advantage.
• Previous customer service experience required.
• Previous food & beverage experience is an asset.
• Pro Serve certificate required.
• Open Table experience is an asset.
• Excellent communication and organizational skills.
• Strong interpersonal and problem-solving abilities.
• Highly responsible & reliable.
• Ability to work well under pressure in a fast-paced environment.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Ability to work cohesively with fellow colleagues as part of a team with minimum supervision.

• Customer Service:

  • Excellent interpersonal and communication skills to interact with guests in a friendly, professional, and welcoming manner.
  • Ability to manage guest requests and complaints effectively, ensuring customer satisfaction.

• Organizational Skills:

  • Ability to manage reservations, seating arrangements, and guest flow efficiently.
  • Skilled in organizing the dining area, including knowing the status of tables and keeping track of guest needs.

• Multitasking:

  • Ability to juggle multiple tasks such as greeting guests, answering phones, and managing seating arrangements simultaneously.
  • Staying calm and composed during busy periods, ensuring smooth operations in the dining area.

• Problem Solving and Conflict Resolution:

  • Handling any issues or complaints from guests with professionalism and tact.
  • Finding solutions to seating problems, such as accommodating special requests or handling overbooked situations.

• Attention to Detail:

  • Noticing details that enhance the guest experience, such as ensuring the dining area is neat and tidy, or special requests are noted.
  • Ensuring the proper allocation of tables and managing wait times effectively.

• Teamwork:

  • Collaborating with other front-of-house staff (waiters, bartenders, managers) and kitchen staff to ensure smooth service.
  • Being part of a team that works together to provide excellent service for guests.

• Knowledge of Menu and Services:

  • Familiarity with the restaurant's menu, special offers, and daily specials to answer guest inquiries and make recommendations.
  • Ability to explain the food and beverage offerings, including ingredients, preparation methods, or allergen information.

• Phone Etiquette:

  • Answering phone calls and managing reservations or inquiries in a professional and courteous manner.
  • Ensuring that reservations are properly logged and communicated to the rest of the team.

• Cash Handling: (if applicable)

  • In some establishments, hostesses may assist with billing and cash handling, requiring basic math skills and honesty in financial transactions.

• Appearance and Presentation:

  • Maintaining a well-groomed, clean, and professional appearance, as the hostess is often the first point of contact for guests.
  • Adhering to the restaurant's dress code and hygiene standards.