Head Hostess

Job Summary

We are seeking a highly professional and efficient Head Hostess to be the welcoming face and organizational core of an assigned food and beverage outlet. This role is crucial for ensuring a courteous, professional, and flexible service that adheres to the hotel's luxury standards and Kempinski's DNA values, thereby maximizing guest satisfaction and encouraging sales.

The Head Hostess reports directly to the Assistant Restaurant Manager or Restaurant Manager.

Key Responsibilities

1. Guest Experience & Sales

• Arrival Management: Maintain a legible and up-to-date reservation book. Manage the floor plan and guest seating efficiently to ensure a smooth flow of service.
• Menu & Upselling: Possess a thorough knowledge of all food and beverage items offered. Be knowledgeable in using suggestive selling and upselling techniques to promote items and offer alternatives to guests.
• Issue Resolution: Handle all guest inquiries in a courteous manner. Immediately report guest complaints and feedback to supervisors, ensuring prompt follow-up is performed with the guest.
• Hotel Knowledge: Be knowledgeable of all services and products offered by the entire hotel.

2. Operational Excellence

• Setup & Closing: Successfully perform the opening and closing procedures established for the assigned outlet.
• POS & Inventory: Be proficient in operating the existing POS system. Assist in carrying out scheduled inventories of products and operating equipment.
• Cleanliness & Organization: Ensure the place of work and surrounding area is kept clean and organized at all times. Monitor operating supplies and equipment to reduce spoilage and wastage successfully.
• Menu Maintenance: Maintain and coordinate the printing of the respective restaurant menus.

3. Teamwork & Professionalism

• Grooming & Punctuality: Report to duty punctually wearing the correct, clean uniform (including appropriate shoes and nametag) in adherence to the hotel's dress code and grooming standards.
• Communication: Maintain excellent communication with all related departments, including Guest Services, Concierge, Restaurant Reservations, and all other F&B outlets.
• Team Relations: Maintain a good rapport and work relation with staff within the department and across the hotel.
• Compliance: Understand and strictly adhere to all hotel policies on fire, hygiene, health & safety.