Hostess

Roles and responsibilities

Seat guests promptly at a table pre-set for the number in the party and according to guest preference.
Set up host/hostess stand, review guest reservation book, and make recommendations as to the set-up of the room, maintain a station chart and cover count for the restaurant while recognizing the maximum workload capacity of each server in order to meet Four Seasons Service standards.
Answer telephones according to Four Seasons standards and take guest reservations or provide information regarding the restaurant or any other hotel service.
Anticipate the needs of guests, respond accordingly to guest inquiries or problems, and recognize regular guests by name and utilize the guest’s name consistently.
Inspect and maintain daily menus to ensure quality, condition and appearance while developing a complete working knowledge of all menu items and daily specials.
Comply with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
Work harmoniously and professionally with co-workers and supervisors.
Greeting and Seating Guests
Warm Welcome: Greet guests promptly with a friendly, welcoming demeanor as they enter the restaurant or dining area. Make a positive first impression.
Seating Guests: Escort guests to their designated table or dining area, offering assistance with seating arrangements, including helping with coats or guiding guests through the venue.
Table Assignments: Ensure that tables are assigned appropriately based on guest preferences (e.g., near a window, quiet area, or with specific seating requirements). Take into account the flow of the restaurant to minimize wait times for guests and maximize seating efficiency.
Managing Waitlists: If there is a wait, provide an estimated time for seating and ensure guests are comfortable while they wait. Offer them a drink or snack, if available, and keep them updated on the status of their table.
2. Managing Reservations and Walk-Ins
Reservation Management: Take and confirm reservations by phone, email, or online booking systems. Ensure that reserved tables are ready and organized in advance.
Handling Walk-Ins: Manage the seating of walk-in guests based on availability and wait times. Keep an accurate log of both reservations and walk-ins to ensure smooth operations.
Communication with Servers: Communicate with waitstaff to ensure that they are aware of the seating arrangements, special requests, or any VIP guests.

Desired candidate profile

• Excellent Communication Skills: The ability to greet guests warmly, communicate clearly, and manage multiple guest interactions efficiently.
• Strong Organizational Skills: The ability to manage reservations, waitlists, and seating assignments while maintaining a smooth flow in the restaurant.
• Customer Service Orientation: A positive and welcoming attitude that prioritizes guest satisfaction, making each guest feel valued.
• Multitasking Ability: The capacity to handle multiple tasks at once, especially during busy periods, such as managing seating, answering calls, and communicating with staff.
• Calm Under Pressure: The ability to stay calm and organized during peak hours or stressful situations, ensuring guests are seated quickly and service runs smoothly.
• Problem-Solving Skills: The ability to address and resolve guest concerns or complaints, often requiring quick thinking and diplomacy.
• Attention to Detail: Ensuring that special requests, preferences, and reservations are correctly noted and carried out.
• Professional Appearance: A polished and well-groomed appearance, especially in upscale establishments, as the Hostess is often the first impression guests receive.
• Team Player: Ability to work collaboratively with servers, kitchen staff, and managers to ensure the best possible guest experience.