Job Title: F&B Hostess

Reports to: Captain, Supervisor, Assistant Manager/Manager

F&B Hostess Job Summary

• Work efficiently according to the established concept statement, providing warm and genuine service delivered with passion and dedication, exceeding guests expectations always.
• Ensuring the smooth running of the department, managing the restaurant bookings during the shifts, and taking complete ownership of the reception function.
• Manage guest relations, and handle all reservations and booking enquiries in order to maximize the business. The goal is to maintain efficiency during service through planning, preparation, adapting to the needs of the moment and through excellence of knowledge.

Essential Duties and Responsibilities

Guest satisfaction

• Ensures to deliver the brand promise and always provide exceptional guest service.
• Exercise responsible behavior at all times and positively represent the restaurant team and the hotel
• Resolve all guest and associate complaints quickly and efficiently.
• Maintains positive guest and associate interactions with good working relationships.

Operations

• Execute and uphold guest service standards and hotel brand standards.
• Deliver exemplary guest service to enhance satisfaction and loyalty during restaurant experiences.
• Understand and anticipate guest needs, recommending services that exceed expectations to build brand loyalty.
• Greet and seat guests appropriately while informing the team about special attention guests (SAGs).
• Provide excellent service to associates in other departments as needed.
• Establish rapport with guests and maintain strong relationships, recognizing regulars.
• Collaborate with restaurant associates to ensure overall hotel success and guest satisfaction.
• Answer incoming calls with correct etiquette, providing accurate information about the restaurant, menus, and hotel offerings.
• Assist in maximizing table occupancy and managing clientele effectively and stay aware of future booking constraints and special table allocations.
• Monitor confirmations via phone or email and maintain organized records.
• Handle credit card details and other payment methods appropriately.
• Attend briefings and training sessions to understand products and menu items.
• Understand service flow and flex roles as required.
• Follow opening and closing checklists and perform cashier functions, adhering to Micros cashiering procedures.
• Balance cash and credit card charges and ensure secure remittance to the back office safe.
• Check bookings on OpenTable and prepare a booking sheet for briefings.
• Communicate all reservations to the manager or supervisor in detailed handovers.
• Manage guests’ arrivals and departures while keeping the booking system updated.
• Acknowledge and welcome arriving guests, bidding farewell to departing guests professionally.
• Maintain high standards of personal appearance and hygiene as per hotel grooming standards.
• Grow skills through appropriate training and assessments, contributing creatively to operations.
• Inform management about special attention guests and manage restaurant stationery and menus.
• Adapt to changes in the Food and Beverage function as per industry standards.
• Stay informed about the hotel’s daily occupancy, arrivals, departures, and events in Doha for accurate guest assistance.

Standard Responsibilities

• Comply and adhere to the company policies.
• Take on other tasks in addition to the ones stated, in a reasonable framework.
• Act as a brand ambassador at all times, maintaining brand integrity and clarity.
• Model the company’s culture, vision, mission and core values at all times.
• Regularly review the brand standards and quality standards (LQA) to ensure they are maintained and delivered consistently.
• Embrace new technology and equipment to improve productivity and streamline processes.
• Establish and maintain an inclusive environment by setting up effective two-way communication processes, such as individual reviews and regular departmental meetings.

Confidentiality

Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests, and associates. Keep all such information confidential and do not disclose it to anyone outside the company, including guests and associates, unless otherwise stated.

Health & Safety

• Be aware of and comply with safe working practices as laid down under the Health and Safety rules, regulations, and procedures as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.
• The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.
• Report any defects in the building, plant or equipment according to hotel procedure.
• Report any accidents involving associates, guests, or visitors immediately according to the correct procedures.
• Attend Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.

Be fully conversant with:

• Regulations
• Risk Assessments for your department
• Hotel Fire & Bomb Procedures

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