Hostess - Guest Experience Expert

5 days ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Accor Full time
Job Description:

As a Hostess at Accor, you will be the first point of contact for our guests, setting the tone for an exceptional dining experience. Your role will be to ensure that every guest feels welcome and valued, from the moment they arrive to the moment they leave.

Key Responsibilities:
  • Guest Grooming and Etiquette: Maintain a high level of personal grooming and adhere to our dress code standards to ensure a professional appearance.
  • Guest Preferences and Profiles: Familiarize yourself with our guests' preferences and update their profiles to ensure seamless service.
  • Phone and Walk-in Reservations: Manage phone queries and walk-in reservations efficiently, ensuring that guests are seated promptly and with a smile.
  • Financial Targets and Reporting: Monitor and report on daily financial targets, LQA, TrustYou, and Forbes scores to ensure we meet our business objectives.
  • Guest Service and Anticipation: Anticipate and meet guests' needs, ensuring their experience is nothing short of exceptional.
  • Area and Division Targets: Monitor and report on daily financial targets for your area or division.
  • Opening and Closing Procedures: Adhere to our opening and closing checklists to ensure a smooth operation.
  • Reservations and Communication: Communicate reservations and special requests to our managers and coordinate with the Dining Reservation Department and other hostesses.
  • Logbook and Seating Cards: Maintain the logbook and handle seating cards to ensure guest recognition.
  • Guest History and Recognition: Maintain accurate guest history and recognize repeat guests.
  • Table Seating and Service: Assist guests to their tables and ensure seamless service.
  • Menu Maintenance: Maintain menus in an impeccable manner, ensuring accuracy and cleanliness.
  • Service Standards and Communication: Coordinate and assist in service according to our service standards.
  • Hotel Standards and Policies: Be aware of and adhere to our hotel standards and policies.
  • Accountability and Empowerment: Feel empowered and accountable within the workplace.
  • Guest Feedback and Reporting: Keep your manager updated on any guest feedback, enabling them to update the Glitch Report.
  • HACCP and FIFO Standards: Maintain HACCP and FIFO standards as required by the regional governing body.
  • Emergency Procedures: Familiarize yourself with our Hotel Evacuation Policy in case of an emergency.
  • Training and Development: Attend all necessary briefings and training sessions as instructed by your manager.
  • Financial Procedures: Handle financial procedures according to guidelines set by the finance department.
  • Problem Identification and Anticipation: Identify potential problems and anticipate guest needs, seeking assistance before service breakdown occurs.

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