Head Hostess

KEY ROLES & RESPONSIBILITIES

• To be accountable for the smooth operation of each reservation and reception shift
• Maximizing revenue opportunities
• Consistently exceed guest expectations
• Develop a motivated and high performing team, committed to delivering clear goals
• Develop a positive, direct and open relationship with all colleagues
• Management and ownership of LPM’s customer relationship initiatives
• To conduct on the job as well as off the job training for the reception team
• To maintain a good presentable composure on the floor at all times
• Support delivery of menu implementation timetable
• Support timely administration of correspondence
• To manage the scheduling of employees in line with varying business levels in order to maximize productivity and minimize payroll costs
• Proactive in highlighting recruitment needs and actively involved in the selection process
• Create user-friendly organized filing systems
• Develop and agree with the General Manager, a calendar of training requirements
• Delivery of a consistent and effective appraisal process
• Identify development needs and opportunities within the department
• Ensure all members of the team, receive, understand and sign their job description
• Pro-active in updating self and colleagues on relevant systems
• Deliver departmental standards of performance and presentation
• Stimulate change, challenge assumption and ways of working to move the business forward
• Develop a positive and direct relationship with all colleagues
• Within the department, instill a culture of pride, ownership and desire to exceed expectation
• Ensure each shift is reviewed and handovers/briefings are carried out
• To liaise with the kitchen and restaurant to enable the delivery of seamless customer service

Performance Measurement

Customer Service

• Customer requests, queries or complaints are investigated and administered within 24hrs
• Clear understanding of guest expectations across all members of the department demonstrated by the completion of the skills and standards programmed
• Develop a competent understanding of food, wine and all menus
• Support Manager by being flexible and co-operative in the pursuit of departmental and restaurant goals

PERSONAL ATTRIBUTES

• Leadership skills
• Excellent reading, writing and oral proficiency in English
• Well-presented and professionally groomed at all times
• Strong interpersonal skills and able to establish a good rapport with guests
• Possess full knowledge of restaurant’s seating/table plan
• Computer knowledge (Microsoft Excel, Word, Powerpoint)

QUALIFICATIONS

• Hotel Restaurant Management graduate

EXPERIENCE

• 1 year Hotel / Restaurant experience in F&B