Hostess

Overview

The Hostess role focuses on welcoming guests warmly and professionally, ensuring they enjoy a memorable first and last impression that aligns with Rosewood's prestigious ultra-luxury brand standards. This position involves managing guest reception, coordinating reservations and seating, and facilitating smooth communication between service and culinary teams to deliver an exceptional dining experience.

Key Duties and Responsibilities

• Greet and guide guests courteously, providing personalized service to create a welcoming environment.
• Efficiently handle reservations by utilizing authorized booking systems and maintaining updated guest profiles.
• Arrange table seating to maintain optimal guest flow and adhere to service and table allocation plans.
• Have in-depth knowledge of the restaurant’s operations, menu offerings, hours, promotions, and special events.
• Identify returning guests, VIPs, and special occasions, ensuring their preferences are recognized and accommodated.
• Manage telephone inquiries promptly and professionally with thorough guest support.
• Maintain accurate waitlists and keep guests informed about expected waiting times clearly and courteously.
• Collaborate closely with Restaurant Managers, Team Leaders, and service personnel regarding reservations and guest needs.
• Convey guest requests related to celebrations, allergies, and dining preferences effectively to the operations team.
• Handle guest concerns with professionalism, escalating issues appropriately to support service recovery.
• Oversee cleanliness, organization, and presentation of the entrance, reception, and waiting areas.
• Facilitate VIP arrangements, special events, and guest recognition programs.
• Ensure restaurant menus, reservation materials, and guest-facing collateral are maintained in excellent condition.
• Adhere strictly to Rosewood brand, Forbes, and LQA service standards at all times.
• Contribute actively to cultivating a refined and welcoming atmosphere throughout the guest experience.

Financial and Operational Contributions

• Support reaching restaurant revenue targets through effective management of reservations and maximizing table utilization.
• Optimize seating efficiency while maintaining guest comfort and superior service quality.
• Promote restaurant events and special dining offers when appropriate to enhance guest engagement and revenue.
• Maintain awareness of daily covers, reservation data, and business volume to minimize lost revenue opportunities.
• Accurately input reservation and guest information into systems and assist in monitoring cancellations and no-shows.
• Help utilize restaurant capacity effectively during peak and off-peak times.

Leadership and Team Collaboration

• Exemplify impeccable grooming, professionalism, and conduct consistently.
• Engage in daily briefings, training sessions, and team meetings actively.
• Maintain a positive, guest-focused outlook in all interactions.
• Build and nurture effective relationships with the restaurant, culinary, and wider hotel teams.
• Assist in onboarding new associates by sharing knowledge and guidance.
• Communicate clearly with colleagues to ensure smooth operations.
• Take ownership of managing guest arrivals and reservations with accountability.
• Uphold confidentiality of all guest, associate, and operational information.
• Operate in line with departmental policies, service standards, and procedures.
• Foster a positive, respectful, and cooperative work culture.
• Lead by example through professionalism, reliability, attention to detail, and exceptional guest engagement.
• Support management in meeting departmental goals and maintaining high operational standards.

Additional Responsibilities and Compliance

• Adhere strictly to all company policies, hotel procedures, and industry standards such as HACCP and health & safety.
• Assume additional duties as necessary, supporting business needs and operational flexibility.
• Act as a brand ambassador, consistently reflecting the company’s culture, vision, mission, and values.
• Embrace new technology and systems to enhance operational efficiency.
• Maintain effective communication internally and across departments.
• Identify and communicate training needs based on daily interactions.
• Maintain a strong presence during all service periods to ensure operational excellence.
• Follow emergency procedures and safety protocols diligently.
• Protect the hotel's reputation through professional, responsible behavior.

Confidentiality

• Handle all confidential information related to company operations, guests, and staff with strict discretion.
• Ensure that sensitive operational and financial data remains secure and undisclosed outside authorized channels.

Health and Safety

• Comply fully with safe working practices and health and safety regulations.
• Report any hazards or safety issues promptly.
• Ensure cleanliness and food safety standards according to HACCP guidelines.
• Promote a safe and healthy environment for guests and team members.

Work Flexibility

• Remain adaptable to changing business requirements and flexible with working hours.
• Contribute proactively to additional projects and responsibilities as the role demands.