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Dubai, Dubai, United Arab Emirates IHG Hotels & Resorts Full time
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 request, VIP etc..
  • Distribute reservations among all servers equally, informing them of all information necessary. Example, Birthdays, anniversaries, sample invoice formats. bill not to be taken to the table or any other unusual requests.
  • All the 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 on a maximum of three rings.
  • If a customer has any questions, it is her 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; know the promotions, special events etc..
  • Understand the Server and runner tasks in the outlet and provide assistance as required.
  • Hostess to have a fair idea about general information around the city.
  • Hostess to aware what details are required to make a reservation.
  • Hostess to aware all the policies and procedures in the Hotel.
  • Except in emergencies, no employees are permitted personal phone calls or have the use of the telephone at any time.
  • You are not permitted to give out any personal information over the telephone. Example, Phone numbers, schedules to anyone except staff members.
  • All messages are to be taken on the appropriate message pad, and not on a s piece of paper.
  • The hostess is a very important part of Your 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 never 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, you must make contact with them. Ask them 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
  • Hostess also to take responsibility of outlet cashiering duties.
  • You will adhere to Hotel's Hygiene and HACCP standards and ensure it's 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 an asset
  • Pro Serve certificate required
  • Open Table experience 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
Desired candidate profile

  • 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 at the same time.
    • 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 so you can 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.