Customer Service Hostess

3 weeks ago


Dubai, Dubai, United Arab Emirates Mandarin Oriental Hotel Group Full time

Key Responsibilities:

  • Concept Understanding: Possess a deep understanding of the outlet's concept, including food and beverage offerings, promotions, and be able to effectively communicate this to guests.
  • Phone Etiquette: Demonstrate professional phone etiquette, ensuring all guest details and requests are clearly registered and communicated.
  • Reservations Management: Manage reservations by phone, email, internet booking applications, and in person, updating the reservations system accordingly as per established standards.
  • Reservations Confirmation: Reconfirm all reservations by phone or email at the set time standard, scheduling reservations and planned seating arrangements with management prior to service period.
  • Table Management: Constantly update the reservations system with accurate table counts, ensuring all available tables are updated and reinstated as soon as possible.
  • Guest Experience: Welcome and escort patrons, striving to delight and satisfy each guest, and assist or direct patrons to other destinations within the hotel as needed.
  • Menu Accuracy: Ensure accuracy of all menus, including current offerings, spelling, cleanliness, and presentation, with complete and distributed menu papers.
  • Beverage Recommendations: Recommend and upsell initial beverage offerings according to service sequence, forwarding orders effectively to the waiter at the respective station.
  • Billing and Cashiering: Perform tasks related to billing according to hotel standards and cashiering policies as required.
  • Guest Complaints: Attend to any guest complaints or comments, referring unresolved matters to the Outlet Manager as necessary.

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