Job Description
Job Description
Scope and Objectives
You are responsible to provide leadership to the hostess team concerning the highest level of attentive service to all guests and constantly projecting warmth and friendliness. Supervising the maintaining of dining reservations using dining reservation system and updating patrons preferences & history.
Food & Beverage Mission Statement
Food & Beverage will be recognized as the market leader by providing consistent and personalized service, by offering innovative concepts and products, not yet available on the market. We are committed to create an environment where teamwork is honored, honesty and integrity are valued. Our well trained and professional colleagues will be focused on delivering high quality products and memorable experiences that will strengthen our customer engagement in the resort and through social media.
Fairmont is a place where the well-being of our guests is our main priority. We will emotionally engage the local and international community, anticipate and exceed their wishes and needs, thus creating guests for life. Our Food and Beverage outlets will capture the attention of global media, making it the first choice for international awards and social events and becoming the benchmark for Local and international Food & Beverage industry.
Our financial success will strengthen the food and beverage reputation amongst current and new owners, by achieving Top Line Revenue and high EBITA surpassing their budget expectations. It is our responsibility and commitment to give back to the community by being a true heartist Ambassador.
Our Motto
Gracious with people, ruthless with standards and hungry for more.
Grooming
Our appearance is a statement of who we are. Our grooming should create a professional image at work that is why our every team member needs to follow the grooming standards at all the time.
Personal Attributes
Motivator & role model
Positive attitude and well spoken
Result driven
Displays initiative
Commitment to professional values
Team creator
Customer / people oriented
Creative / open-minded
Key Deliverables and Responsibilities
Relate with clients when they arrive and when they are leaving (welcome and bid farewell)
Communicate with customers while they wait for their drink and food order
Ensure complete and consistent cleanliness of the hostess area
Be available to answer calls and to greet guests
Supervise dining reservation system efficiently and oversee clients seating arrangements
Handle clients amicably and orientate them through the outlet especially for first time guest
Make great and impressive first impression on clients
Schedule reservation for guests both in person and over the phone
Communicate with supervisors or management on any issue related to customers
Handle all cases related to guest courteously and professionally
Maintain diplomacy while relating with clients
Ensure correct grooming standards are followed at all times
Follow the Care Programme at all times
Follow up on all financials, LQA, Forbes and TrustYou targets
Check emails and outlet pigeon hole and update the team with relevant information
Maintain the outlet notice board updated with relevant information
Manage the outlet folder and ensure all files & folders are properly organized
Operational schedules and daily attendance sheets are updated and posted accordingly
Attend daily briefings and draft minutes on a daily basis to be posted on all notice board
Attend monthly departmental meetings and note down the minutes and action plan
Is aware of the daily, monthly and yearly financial targets
All issues and negative guest feedback need to be properly reported on Glitch system
Maintains the HACCP & FIFO records as required by the regional governing body
Maintains records of training of the outlet
Following the personal development plan set by the Restaurant General Manager
Assists with the rostering system and regularly updates it
Follow Hotel Evacuation Policy in case of an Emergency
Establish and maintain effective communication across all divisions
Prepare the stations tags accordingly based on the information provided by the culinary team
Complete any other relevant admin duties assigned by Restaurant General Manager
Assist with the operation as required by Restaurant General Manager
