Host/ess

Overview/Basic Function

As a Host/ess at Rosewood Abu Dhabi, you will courteously greet and escort guests to tables and assist in seating, ensuring the hotel's standards of service are met. This role involves preparing the restaurant for service, maintaining its cleanliness, and managing reservations. You will also monitor guest needs and all phases of operation, taking full responsibility when the Manager is not present.

Responsibilities

• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards, ensuring superior levels are met daily.
• Possess comprehensive knowledge of scheduled daily activities, in-house groups, daily house count, hotel extension numbers, beeper/radio protocols, and hours of operation, ambiance, menu selections, and price range of each outlet, as well as general hotel features and services.
• Maintain full knowledge of all menu items, specials, 86'd items, liquor brands, beers, and non-alcoholic selections available in the restaurant.
• Strictly abide by state liquor regulations, especially regarding minors, intoxicated persons, and drunk driving.
• Understand table/seat/station numbers, proper table set-ups, room capacity, hours of operation, price range, and dress code of the restaurant.
• Ensure correct maintenance and use of equipment, using it only as intended.
• Prepare station charts and assign stations to associates following departmental procedures.
• Set up the Host/ess station with necessary supplies, maintaining cleanliness and reporting shortages to the Team Leader.
• Inspect condition and cleanliness of menus and wine lists, ensuring designated amounts are available and updated as changes occur.
• Inspect the restaurant environment and entrance area, rectifying deficiencies and maintaining cleanliness at all times.
• Place newspapers in designated areas for breakfast as per departmental procedures.
• Inspect tables and stations, ensuring all set-ups meet department standards, checking throughout the meal period, relaying deficiencies, and following up on corrections.
• Guide Servers and Bus persons in table set-up needs to ensure optimum guest service.
• Answer restaurant telephones courteously and efficiently.
• Take, record, and confirm restaurant reservations/cancellations.
• Maintain positive guest relations, greeting and acknowledging all arriving guests.
• Escort guests to tables and assist in seating, presenting menus and extending congenialities according to department guidelines.
• Anticipate guest needs and respond promptly, accommodating all requests for information courteously.
• Communicate V.I.P. arrivals and special requests to designated personnel for follow-up.
• Handle guest complaints by following established six-step procedures to ensure guest satisfaction.
• Monitor and ensure all aspects of service conform to departmental standards, notifying personnel for corrections.
• Extend courteous departures as guests leave the restaurant.
• Ensure tables are cleaned and reset according to standards.
• Complete assigned closing duties.
• Oversee all aspects of the restaurant during the absence of the Manager and/or Team Leader.
• Legibly document pertinent information in the restaurant logbook.
• Be familiar with the operation of the P.O.S. system and manual system procedures.
• Exhibit a friendly, helpful, and courteous manner when dealing with guests and associates.
• Maintain and comply with brand and LQA standards, continuously supporting the direct supervisor to assure service compliance.
• Take ownership to represent the brand by applying brand standards at every occasion.
• Perform all other duties as required.

Key skills/competency

• Guest Service
• Restaurant Operations
• Reservations Management
• Team Coordination
• Menu Knowledge
• POS Systems
• Complaint Resolution
• Cleanliness Standards
• Hospitality Etiquette
• Brand Standards