Head Hostess

Job Summary

Welcome and greet guests, ensure a warm welcome and farewell, assist guests in seating or other requests. Oversee the hostess team to ensure the same standards are delivered consistently by the team. Plan and coordinate group reservations, supervise and train the hostess at the restaurant. Manage the Hostess team and work closely with Restaurant Reservations. Support the Restaurant Ambassador to capture new business and exceed the expectations of every guest.

Key Duties and Responsibilities:

§ Relate with clients when they arrive and when they are leaving

§ Thank clients for their patronage when they are leaving

§ Communicate with customers while they wait for their drink and food order

§ Ensure complete and consistent cleanliness of the hostess area

§ Be available to answer calls and to greet guests

§ Provide assistance to servers with tallies at shift ends

§ Supervise host book efficiently and oversee clients seating arrangements

§ Handle clients amicably and with understanding whether they have reservations or not

§ Make a great and impressive first impression on clients

§ Schedule reservation for guests both in person and over the phone

§ Communicate with supervisors or management on any issue related to customers

§ Handle all cases related to guests courteously and professionally

§ Maintain diplomacy while relating with clients.

• Maximize revenue opportunities in the areas of individual and group reservations.
• Demonstrate meticulous planning and coordination to guarantee success in the operational and functional management of the reservation system. Be the first point of contact to welcome the guest to the restaurant and manage table allocations.
• Be passionate about customer service with the capability of delivering amazing hospitality to our guests.
• Prepare and implement SOP’s for reservations and hostess team management.
• Manage the daily reservations book and maximize bookings.
• Must work in collaboration with the restaurant manager for group reservations and assign tables in the restaurant.
• Must use a reservations system to assign tables in the restaurant.
• Manage and train the Hostess team. Support with the scheduling of their rosters and assign daily duties.
• Ensure that accurate records are maintained of all group reservations and filed in accordance with the company policy and procedures.
• Manage and update the guest database.
• Maintain a clean and updated restaurant/Bar menu always.
• Understand and perform all standards, policies, and procedures relating to restaurant reservations, events, and general guest services.

§ Be updated with the information about the hotel and its facilities added to the Food and Beverage knowledge

§ Receive and update all Food and Beverage activities happening and brief the hostesses and service colleagues

§ Maintain all the files, logbooks, menus, checks, bill folders at the hostess desk

§ Any other duties as may reasonably be requested by the Management

§ Ensure the restaurant is efficiently booked by liaising with the Restaurant Manager to maximize daily bookings, identifying areas for improvement, and offering solutions to increase restaurant turnover.

§ Answer phone calls promptly to reserve any availability, forecast the no-show rate and exploit it where possible, utilize tables effectively to achieve a higher turnover, accommodate walk-in customers and find creative solutions to accommodate all guests who request last-minute reservations.

§ Remain in constant communication with the duty manager regarding guest arrivals and any waiting times in order to avoid unnecessary table chasing, delays and ensure customers are kept informed of their table status should any delay occur.

§ Ensure a seating plan is created prior to the shift start and attend the Managers pre-shift briefing, communicating suggested table allocations.

§ Study blocking sheet and familiarise with guest names focussing on regular guests and large parties; identify and make every effort to acquire full contact details of regular guests and discern their preferences in relation to the time of dining, food, and beverage choice, seating preferences, etc.

§ During service manage the reservations book/system, check-in guests, inform guests of opening and closing times, last drinks orders, etc.

• Provide a warm and friendly welcome and farewell to all guests, referring to all guests as ‘Sir’ or ‘Madam’, always allow a guest right of way, if you are not able to assist a guest with their query ensure the guest is attended to by a Manager. Use guest name wherever possible.
• Assume all other responsibilities relating to operations at the reception desks.
• Attend to guests at all times, accommodate all special requests where possible, regularly provide feedback to Managers, ensuring every guest has received the brand experience, and immediately inform Managers should a guest not be content with their dining experience.
• Alert the Restaurant Manager of any spillages, challenging guests, intruders in the restaurant/building, etc.

§ Enhance team members’ knowledge about the group and its competitors in order to develop new ideas and concepts for the operation.

§ Take responsibility for any aspects of employee training outside of the department as directed by Senior Management.

§ Organise and attend regular management and department meetings, in order to discuss and solve operational challenges and establish strategies for continuous improvement and growth as requested by the Restaurant Manager.

• Take the initiative to study and learn all menus, and attend food and beverage training to understand the ingredients and cooking/creation method of each dish to be able to describe these to the guest when required.
• Attend training sessions and read training notes to continually further your skills and knowledge.

§ Skills, Experience & Educational Requirements

• Demonstrate a calm and positive demeanor at all times
• Be exceptionally groomed and presented at all times
• Proficient in the use of excel, MS word, and restaurant reservations software
• Anticipate the needs of guests wherever possible
• Build rapport, credibility, and trust with guests
• Must have a minimum of 2 years experience in a guest-facing role
• Must be familiar and experienced in a la carte restaurant operations as part of a reputable and high-quality brand