Hostess

Position Summary: A Hostess greets and facilitates the guest experience by scheduling reservations, organizing server sections and maintaining an efficient customer flow. The Hostess is responsible for communicating feedback from customers and informing staff of menu or operational changes.

You are guest’s first and last impression of the restaurant. Their decision to return may be base on these impressions

Reports to: Food & Beverage Supervisor

Job Tasks

• Ensure that the dining and serving areas are properly set up and clean.
  
• Prepare and organize reservations.
• Properly operate the telephone.
• Greet guests in a friendly and professional manner.
• Guest recognition.
• Communicate with management, kitchen staff, and serving staff to seat guests with menus at the appropriate tables as per the organized seating chart in an order that does not overload the kitchen or a particular server.
• Communicate with guests to ensure quality satisfaction with food and service.
• Respond appropriately to customer complaints and bring any issues to the attention of a manager.
• Inform guests about menu specials, entertainment and area events.
• Clean, clear and set tables as required.
• Participate in end of shift side duties.

Main Responsibilities, Required Skills and Knowledge

Customer Service: The Hostess must consistently be able to assess, anticipate and meet guests’ needs and respond quickly without losing focus or projecting a mood that detracts from guests’ dining experience. This requires practical knowledge of industry customer service standards.

Communication: Hostess must clearly communicate in a professional manner with guests, vendors, coworkers and management. They must understand instructions, read written company memorandums and communicate when he or she needs more direction.

Interpersonal Relationships: Hostess must adapt to different personalities of guests and coworkers without losing focus. Extreme familiarity or conflicts with coworkers often weaken a team-oriented work environment.

Sales Techniques and Customer Influence: Must understand products and services and understand customer needs clearly. Must gain experience and become current in state-of-the-art sales methods.

Performing General Physical Activities: Hostess must perform physical activities in a variety of environmental conditions that require moderate strength including sitting, climbing, lifting, balancing, walking, and handling of materials. Must be able to stand for long periods of time. Must be able to carry trays filled with multiple dishes and drinks.

Problem Solving and Conflict Management: Hostess must recognize a problem when it arises and be able to resolve it appropriately by using good judgement, tact and initiative according to company policy and procedure.

Technical and Analytical Skills: General accounting and mathematical skills required along with point of sale application knowledge. Must use logic and reasoning to identify solutions and alternatives for a successful outcome.

Quality Control and Priority Assessment: Must evaluate current practices and processes; immediately recognize potential areas of conflict; and initiate ways to improve current business methods, quality of products and services provided to the customers.

Time Management Skills: Must know and use methods and organizational techniques to delegate appropriate tasks and manage staff workloads in a manner that promotes efficiency and respects the time of others.

Language Skills: Must speak and write with excellent command of the Serbian and English languages including proper spelling and grammar. Good knowledge of other language will be an added asset.

Flexibility: Occasionally works overtime and assists with the workload of others if needed.