Hostess Job Desc
Job title : Hostess
Department : F
& B
REPORTING LINE
Report to : Outlet Manager and Supervisor
Responsible for : Welcomes and seat customers courteously
COMMUNICATION LINES
Vertically :
Outlet Manager and
Supervisor
Horizontally : Waiter
AUTHORITY
Over Money : Responsible to hand other payment
to the supervisor or manager on Duty
Over Staff :
Assist service staff in
accordance with Hotel policies and procedures
GENERAL MISSION
Under the general guidance of the Supervisor of the outlet or function
he/or she is assigned, in accordance to the Policies and Procedures established
by Resort.
Practices aggressive hospitality while serving food and beverage within
the service standards established by the Hotel leading to guest satisfaction
and zero complains.
RESPONSIBILITIES AND MEANS
1. Attend, receives and
sit guest’s needs in the outlet.
2. Serves food and beverage to guest
according to prescribed service standards and procedures of banquet service
with emphasis on speed and accuracy whenever required.
3. Cleans and maintains equipment, tools,
fixtures, service area, and door area and menu folders in the outlet assigned.
4. knowledgeable on the
different types of wines and its proper service.
5. Maintains and updates
the outlet’s reservation book and guest history book.
6. Performs the duties and
responsibilities of the Captain Waiter when the need arises.
7. Performs other tasks
assigned by the Captain Waiter, which leads to guest satisfaction.
1. CUSTOMER SERVICE
Communicates with VIP guests, government officials and other important
individuals in the performance of work and in promoting the outlet and Hotel.
2. BUSINESS MANAGEMENT & ADMINISTRATIVE
RESPONSIBILITIES
1. Assists the Captain Waiter in recording
the daily sales and cover count report and total drinks sold of the outlet.
2. Reports any unusual incident, guest
complains, lost and found, breakage and losses, equipment and fixture break
down to the Captain Waiter.
3. Attends pre-meal
briefing and de-briefing daily and the monthly F & B Staff Meeting.
4. Attends all meetings
and training sessions organized by Hotel management for the staff.
5. Responsible for cost
saving on guest supplies, food supplies, electricity, water, etc.
6. Keeps herself informed
of all pertinent details concerning the Hotel, events in the city,
activities and
promotions in the outlets and in the Hotel.
7. Maintains cleanliness in the door area,
the reception stand, menu folders and any advertising collateral in the outlet.
8. Prepares requisition
for flowers and newspaper supplies ensuring availability.
9. Maintains the par stock
of menu folders and advertising collateral in the outlet.
10. Takes note of
anniversaries, birthdays and special dates for regular guests.
11. Prepares requisition for
amenities for guests celebrating a special occasion in the outlet.
12. Prepares buffet place
card, according to prescribed standard.
3. COMMUNICATION
1. Reports to the
Supervisor of the shift in the outlet she is assigned.
2. Communicates to guest
in delivering product and service.
3. Relates to co-employees
in service and kitchen in performance of work and service to guests.
4. Relates to employees of
the other departments for special requirements in the performance of work.
4. ASSET MANAGEMENT
1. Ensure that all operational equipment is
use to its appropriate function and well maintained.
2. Report all defectives Asset and
equipment to the Engineering department.
5. SECURITY & SAFETY
1. Be aware of hotel’s fire evacuation and
emergency policies and procedure.
6. HUMAN RESPONSIBILITIES
1. Establishes and
maintains good relations with employees within the department and between
other departments.
2. Provides assistance to co-employees within
food & beverage and amongst other departments in the performance of tasks
to foster team work and success for the Hotel.
7. MARKETING
8. TECHNICAL RESPONSIBILITIES
1. Reports to work in
prescribed uniform and well-groomed.
2. Reports to the Captain Waiter at the
start of shift to receive necessary instructions for the shift, side duties
assigned, table reservation, menu changes, special menu and VIP’s, availability
of food and drinks and guest comments and complains.
3. Performs mise-en-place
at the prescribed hours.
3.a Checks all newspaper and magazines are
updated and arranged properly.
3.b Checks the floor area and door area are
clean.
3.c Checks all the menu folders are clean and
distributed in the menu box.
3.d Check all advertising collateral are
clean, accurate and properly set.
3.e Prepares and sets-up signage and
directional for table reservation.
3.f Prepares and checks all buffet signage
are clean and presentable.
4. Greets and escorts
guests into the outlet.
5. Seats guest in
appropriate tables.
6. Controls the distribution of guests in
the outlet, allowing the service attendants to clear and re-set up tables.
7. Capable of answering and providing
accurate information to the guest concerning the restaurant, its products and
services.
8. Presents menu to the
guest.
9. Introduces the
attending captain waiter, waiter or bus boys/girt, to the guests.
10. Knowledgeable of all food and beverage items
in the menu, special menu items or items on promotion, the ingredients, method
of preparation, portion size and presentation.
11. Takes orders of the
guest accurately and re-confirms guest’s orders each time.
12. Practices suggestive
selling to boost outlet sales.
13. Performs sequence of
service in the outlet.
14. Confirms satisfaction with the guest, and
informs supervisor or manager immediately in case of guest complains.
15. Capable of operating all
equipment in the outlet.
16. Capable of handling
guest complains professionally.
9. REPRESENTING HOTEL TO THE COMMUNITY
1. At all times whilst representing the
hotel, act in a professional, decorous manner ensuring proper representation of
the Hotel
10. DIVULGING OF HOTEL INFORMATION
1. The Hotel requires that you will not
(during or after your employment) without the hotel writing consent, divulge
every information concerning the Hotel or any associated hotels or any of their
dealing, transaction or affairs which may come to your knowledge during or in
the course of your employment with the Company.
11. TEMPORARY MISSION
1. May be rotated to
different outlets and other temporary task within the Hotel.
PERSON SPECIFICATIONS
POSITION: Hostess DEPARTMENT: F & B
SKILLS ESSENTIAL DESIRABLE
EDUCATION,
Certified School Education in.
QUALIFICATIONS
College
EXPERIENCE 3 years in 4 star
property in F&B
1
year as Hostess or similar position
INTERPERSONAL Good organisation skills,
SKILLS ability
to direct people and take
initiative
COMMUNICATION Must spea, read and understand Knowledge of a foreign language
English Arabic
or French
SPECIFIC Must be able to converse comfortably
and
openly with guests
PRESENTATION Well groomed and presentable
at all times. Practice good hygiene
and
professional make up
PHYSICAL Mentally alert, able to work
under pressure
OTHER Must have good F&B Knowledge
REQUIREMENT Minimum age 20 years
MISCELLANEOUS
WORKING Well maintained F&B environment
CONDITIONS Open, friendly environment in harmony
with
colleagues and guest
WORKING Flexible hours in accordance with job
requirement
HOURS
Signature:
[Employee] [Date] [Department
Head] [Date]