Hostess Full-time Job

Responsibilities

Have a very good understanding of the outlet’s concept and food and beverage offerings including promotions and be able to verbally explain those to the guests.

Display proper and professional phone etiquette and assure that all guest details and requests are clearly registered and communicated.

Take reservations by phone, by email, through internet booking applications and in person and update the reservations system accordingly as per the standards in place.

To reconfirm all reservations by phone or email at the set timely standard and schedule the reservations and planned seating arrangements with management prior to service period.

Constantly update the reservation system with an accurate table count and ensure to update and reinstate all available tables as soon as possible.

Welcome and escort patrons with the overall objective to delight and satisfy each and every guest and if needed she/he will assist and reasonably escort and direct the patron to other destinations within the hotel.

Ensure accuracy of all menus: current, spelled correctly, clean and presentable and the menu paper is complete and distributed appropriately.

Recommend and up-sell the initial beverage offering as per service sequence and forward effectively the order directly to the waiter in the respective station.

Perform any tasks related to billing according to hotel standards and cashiering policies if required.

Attend to any complaints of comments given by guests and if no resolution can be found refer the matter to the Outlet Manager.

To bid friendly farewell to guests and sincerely thank them for their visit.

Check that all public areas of the outlet including the bathrooms are kept clean throughout operation times and communicate to superiors or housekeeping colleagues if areas are in not acceptable state.

Ensure that the uniform provided is kept clean, presentable and in good condition, ensuring that personal appearance and hygiene standards are an example for the team and a demonstrate a professional image for our guests.

Any other reasonable tasks as assigned by the Outlet Manager including assisting other outlets.

Communicate clearly and directly with all colleagues and superiors in order to avoid misunderstandings and other shortfalls caused by lack of communication. Particularly focus on clear communication of all floor plans and seating related matters as well as other requests from guests to related service colleagues.

Ensure that superiors and if required kitchen colleagues are informed if any special guest preferences are known, such as allergies.

Be committed to being a team player; proactively cooperating and supporting colleagues in operational tasks including assisting service procedures such as order taking, clearing of table, or serving food if required.

Ensure that Mandarin Oriental Jumeira’s grooming, and appearance standards are implemented and always maintained to reflect an image of professionalism and care.

Listen to every guest and observe body language carefully to be able to understand guest needs and expectations and consistently delight and satisfy every guest.

Report critical situations, such as intoxicated guests or aggressive behaviour to managers or security immediately.

Be able to converse well in English and preferably other languages, in verbal and written format and present and recommend menus to the guest.

Have a natural, warm smile and a friendly and passionate approach towards guests and handle and resolve challenging situations with guests.

Create WOW moments to surprise and delight guests in the outlet through gestures and other actions.

Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA.

Proactively gather and record guest’s preference to superiors and act upon them whenever known and maintain the database.

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the worlds most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 36 hotels and nine residences in 24 countries and territories, with each property reflecting the Groups oriental heritage, local culture and unique design. Mandarin Oriental has a strong pipeline of hotels and residences under development, and is a member of the Jardine Matheson Group.For over 50 years, Mandarin Oriental has been established as a leader in luxury hospitality, and has a rich and proud history. Our mission, to completely delight and satisfy our guests began with the opening of our flagship property, The Mandarin, in 1963 in Hong Kong. The hotel, which was the tallest building on the island when it opened, soon built up an enviable reputation for service excellence, and instantly became a historic landmark a status it still holds today.In 1974 The Oriental in Bangkok, which was already acknowledged as one of the world's most legendary hotels was partially acquired by the Group, giving the company two "flagship" hotels whose names represented the very best in hospitality.These two famous hotels joined to create the brand Mandarin Oriental Hotel Group under the renowned fan logo.Over the next twenty years the Group opened further Mandarin Oriental hotels in Asia and became firmly established as one of the most elegant and luxurious hotel groups, renowned for offering comfortable and well-appointed accommodation, exceptional facilities and some of the finest restaurants and bars in the region. This was underpinned by impeccable service inspired by our Asian heritage, which made Mandarin Oriental the hotels of choice for residents and luxury travellers alike.