The Restaurant Host/Hostess greets and welcomes guests entering the restaurant. The individual is responsible for taking dining reservations, assigning and seating guests at the table.THE ROLE
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Be an exemplary role model in inspiriting team members through strong demonstration of the Capella Culture and Service Philosophy.
Answer phones and take dining reservations from guests, ask and record preferences or special requests/occasions, and relay this information to kitchen staff or management.
Maintains accurate recording of all reservations and ensures that special preferences are logged and communicated to relevant colleagues to provide highest level of dining experience.
Maintain an up to date knowledge of the hotel daily services, activities, promotion, and event. Effectively communicate and update all team members on any changes to ensure guests receive up-to-date information.
Be the champion of hotel offerings, all outlet menus and special promotions. Actively upsell or cross-promote special offers within the hotel to maximise revenue generation for the hotel.
Engage guests in waiting with regards and provide more information of the property services and area attractions/offerings.
Ensures smooth running of the outlet by managing customer flow among the service sections, taking into account requests for a particular table or section, depending on availability and operating standards.
Escort and seat the guests at their table before handing over to the station Captain.
Actively listen and respond positively to guest questions, concerns, and requests.
Assist individuals with disabilities, (e.g. visually, hearing, or physically impaired) by escorting them when requested, using words to explain actions, writing directions on paper, etc.
Proactively keep up-to-date with special promotions of the outlet and within the hotel to upsell and optimize revenue.
Update and print menu periodically to ensure they are current, clean, plentiful, and wrinkle-free or as directed by managers.
Handling complaints and resolving service 'Glitches', keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests' satisfaction.
Report any issue or damages and breakdowns within working areas and the hotel to ensure a defect-free facilities and service amenities provided.
Recognizes the importance of LQA and Forbes standards as to deliver excellent audit and service performance.
Maintains strong working relationships with other departments to ensure effective communications for operational issues, serves as a role model for inter-departmental collaboration and support
Maintain confidentiality of proprietary materials and information.
Adhere to company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Be able to perform all tasks within the department and assist in shift coverage when necessary.
Assist in moving and arranging tables, chairs, and settings for groups with special requests or needs with minimal amount of disturbance to other guests.
Ensure place settings are appropriate and each guest has a napkin, clean silverware, and any other item that is part of the standard place setting.
Performs opening and closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, restocking items, turning off lights, locking doors, and completing daily cleaning checklist.
TALENT PROFILEQualifications
General Education Certification / Diploma, preferably in Hospitality or Restaurant Management
Work Experience
Experiences in similar role / capacity at luxury hotels/resorts
Technical Skills
Excellent interpersonal skills with personable character, a team player and good at cultivating strong guest relations
Working knowledge in restaurant management system (e.g. MICROS POS)
