Hostess

Overview

Responsibilities

• *General:*
• It is part of your role to understand and comply with all corporate and hotel policies and standard operating procedures.
• MOHG Code of Conduct requires that all business activities and business decisions comply with the general law, with all rules, regulations, and other requirements.
• It is part of your role and your responsibility to fully support all learning and development activities.
• You shall take all reasonable steps to safeguard stored information, and not divulge or otherwise transfer any personal data concerning the guests, customers or colleagues, or any confidential information concerning the hotel unless with the appropriate authority.
• Use of the hotel’s network, computers or internet access which is in the hotel’s view unreasonable or inappropriate, for example gambling, chatroom, or pornographic material, is a serious breach of hotel policy and grounds for summary dismissal.
• Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
• Ensure compliance with the MOHG Social Media Policy, i.e., to be fully responsible for the content you publish on any social media platform, including your personal site.
• Mandarin Oriental, Doha has zero tolerance on all forms of harassment or discrimination, i.e., it is strictly forbidden to discriminate based on gender, disability, including physical or medical condition, race, colour, religion, national origin, ancestry, citizenship, age, sexual orientation, marital status, or for any other reason.
• To carry out any additional duties requested by management, related to hotel operational activities.

Departmental

• 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.
• 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 and reconfirm all reservations by phone or email.
• Schedule all 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.
• Professionally provide alternative dining options if IZU is fully booked or offer the guest a seat until a table is ready and keep them updated.
• Welcome and escorts patrons with the overall objective to delight and satisfy each and every guest.
• 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.
• Be part of the synergy between IZU and IZU Bistro and carry out all tasks efficiently and support the outlets as required depending on business levels.
• 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.

Colleague Relations

• Communicate clearly and directly with all colleagues and superiors to avoid misunderstandings and other shortfalls caused by lack of communication. Particularly focus on clear communication of all floor plan and seating related matters as well as initial orders taken and other request from guests to related service colleagues.
• Ensure that the restaurant management 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.
• Ensure that IZU’s grooming, and appearance standards are implemented and always maintained to reflect an image of professionalism and care.

Guest Relations

• 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.
• 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 restaurants through gestures and other actions.
• Ensure customer satisfaction from arrival to departure in accordance with 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 reserves the right to add, delete, change or modify the job duties, and responsibilities described in this Job Description, at the company’s discretion, at any time with appropriate notice.