Hostess

JOB OVERVIEW

To provide an appropriate welcome at Restaurants for guests and potential guests, maximizing their dining experience using technical and individual social skills.

Adhere to local regulations concerning health, safety, or other compliance requirements, as well as brand standards and local policies and procedures.

At Holiday Inn® we want our guests to relax and be themselves which means we need team members to:

• Be you – by being natural, professional and personable in the way you are with people
• Get ready – by taking notice and using your knowledge so that you are prepared for anything
• Show you care – by being thoughtful in the way you welcome and connect with guests
• Take action – by showing initiative, taking ownership and going the extra mile

DUTIES AND RESPONSIBILITIES

PEOPLE:

• Train wait staff and bus staff in hostess standards
• Assist with beverage service
• Assist with food service

GUEST EXPERIENCE:

• Meet and greet all guests, and potential guests, at the front of the Restaurant by ensuring the following:

1. Ensure restaurant operating equipment is clean and in working order
2. Ensure the restaurant is ready to receive guests prior to opening and that both wait staff and tables are ready in line with opening standards
3. Maintaining impeccable uniform and personal presentation standards in accordance with hotel policy
4. Welcoming guests to the Restaurant, by using the Restaurant name
5. Inquiring if they have a reservation and noting it in the reservation book if they do
6. Creating a reservation for them with their dining preferences if they do not and noting it in the reservation book
7. Being attentive to guest requests

• Be attentive to guests and resolve their complaints where possible, reporting all incidents to your Supervisor
• Escort guests to their preferred table or reserved table and seat guests according to restaurant standards
• Maintain responsibility of cleanliness of hostess stations
• Maintain responsibility of cleanliness of all menus and drink menus
• Maintain detailed knowledge of menu, including daily specials
• Ensure tables are cleared quietly and efficiently
• Carry food and beverage trays in a safe manner to minimize breakages

RESPONSIBLE BUSINESS:

• Take telephone bookings and document in the Reservation book according to restaurant standards
• Complete dockets accurately and clearly
• Maintain current information on all general activities of the hotel
• Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same
• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
• Initiate action to correct a hazardous situation and notify supervisors of potential dangers
• Log security incidents and accidents in accordance with hotel requirements

QUALIFICATIONS AND REQUIREMENTS

High School or Vocational Certificate in Hotel Management, Food & Beverage, or related field, with 1 year of related experience or an equivalent combination of education and experience. Obtained alcohol awareness certification and/or food service permit or valid health/food handler card as required by local government agency.

Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company. Able to read and write English.