Hostess

Job Overview

The Hostess will manage restaurant reservations and the reservation database including guest preferences for IZU and IZU Bistro, working closely with management. The role involves welcoming and escorting guests and assisting with operational duties under manager supervision to ensure smooth outlet functioning.

Responsibilities

• Adhere strictly to all hotel and corporate policies, including the Code of Conduct and data privacy standards.
• Participate fully in all learning and development initiatives provided by the hotel.
• Maintain the confidentiality of guest and hotel information and respect all legal requirements.
• Comply with hotel policies prohibiting inappropriate use of network and internet resources, including gambling and inappropriate content.
• Support and follow all Mandarin Oriental policies around safety, sustainability, and social media usage responsibly.
• Uphold the hotel’s strict zero-tolerance stance on discrimination or harassment of any type.
• Understand deeply the concept, menu offerings, and promotions of the outlets to clearly communicate with guests.
• Handle reservations via phone, email, online applications, and in person, ensuring the reservation system is regularly updated and all bookings are reconfirmed timely.
• Coordinate seating plans jointly with management prior to service hours, maintaining accurate table availability and reinstating tables as quickly as possible.
• Offer alternate dining options when the restaurant is fully booked, and manage guest waiting areas efficiently.
• Welcome guests warmly and escort them courteously to their tables to enhance their dining experience.
• Ensure menus are accurate, clean, well-presented, and properly distributed.
• Suggest and promote initial beverage orders in line with service procedures, communicating effectively with waiting staff.
• Perform billing tasks and cashier duties according to hotel standards if necessary.
• Respond to guest complaints effectively and escalate unresolved issues to the outlet manager.
• Thank guests sincerely on departure, creating a positive end to their experience.
• Maintain cleanliness and order in public outlet areas including restrooms, reporting any deficiencies promptly.
• Contribute to operational synergy between IZU and IZU Bistro by supporting duties as needed based on business volume.
• Ensure uniform is worn professionally, kept clean and presentable, and personal grooming standards are exemplified.
• Assist with other outlet tasks or additional duties as assigned by managers.

Colleague Relations

• Communicate clearly and directly with colleagues and management to avoid misunderstandings, especially regarding seating plans, guest orders, and service requests.
• Inform restaurant management and kitchen teams about any special guest requirements like allergies.
• Demonstrate proactive teamwork by assisting colleagues in operational tasks including order taking, table clearing, and food serving.
• Maintain exemplary grooming and appearance standards to reflect professionalism.

Guest Relations

• Attentively observe and listen to guests to understand needs and exceed expectations consistently.
• Communicate effectively in English, both verbally and in writing; knowledge of additional languages is preferred.
• Demonstrate a warm, friendly, and passionate attitude towards guests, effectively managing difficult situations.
• Create memorable experiences through thoughtful gestures and service excellence.
• Ensure customer satisfaction from arrival to departure aligned with Mandarin Oriental’s Legendary Quality Experiences and standards.
• Actively document guest preferences to enhance future experiences and maintain the guest database.

Additional Information

Mandarin Oriental reserves the right to alter job duties and responsibilities at its discretion with reasonable notice.