Hostess - Bvlgari Hotel Milano

Job Title: Hostess
Department: Food and Beverage
Reports to: Food and Beverage Director

JOB OVERVIEW
Courteously greet and escort guests to tables and assist in seating, ensuring hotel's standards of service. Assist in preparing the restaurant for service and maintaining the cleanliness of the room at all times. Take reservations and maintain reservation system. Adhere to all payment, cash handling and credit policies/procedures.
Assist in monitoring the guests' needs and all phases of the operation.

QUALIFICATIONS
Essential:
1) Ability to provide legible communication
2) Fluency in English
Desirable:
1) High school graduation
2) Restaurant service experience
3) Fluency in foreign languages
4) Knowledge of local activities and appropriate attractions for restaurant clientele
5) Two year experience in similar position dealing with the general public
Skills:
1) Ability to focus attention on guest needs, remaining calm and courteous
2) Ability to exercise good judgment with difficult guests
3) Ability to think clearly, quickly, maintain concentration and make concise decisions in pressure situations
4) Ability to maintain confidentiality of guest information and pertinent hotel data
5) Ability to provide clear, pleasant telephone communication with proper grammar
6) Ability to work cohesively with co-workers as part of a team
7) Prior guest relations training
8) Ability to use Micros system
9) Restaurant service experience
10) Fluency in foreign language
11) Knowledge of local activities and appropriate attractions for restaurant clientele
Job Functions:
1) Maintain a complete knowledge of:
a) Scheduled daily activities and in-house groups
b) Daily house count
c) Hotel extension numbers, beeper numbers carried by hotel personnel
d) Hours of operation of each outlet, ambiance, menu selections, price range
e) Features and services provided by the hotel
2) Maintain complete knowledge of all specials, 86’d items, liquor brands, beers and non-alcoholic selections available in the restaurant
3) Maintain complete knowledge of table/seat/station numbers, proper table set ups, room capacity, hours of operation, price range and dress code of the restaurant
4) Prepare station chart and assign stations to staff following departmental procedures, to be reviewed by manager
5) Set up Hostess station with necessary supplies; maintain cleanliness at all times
6) Inspect condition and cleanliness of all menus
7) Inspect the restaurant environment and entrance area, ensuring that all standards are met; rectify any deficiencies; maintain cleanliness at all times
8) Place newspapers, magazines in designated areas for meal periods as specified by departmental procedures
9) Answer the telephone courteously and efficiently as specified in departmental standards
10) Take, record and confirm restaurant reservations/cancellations as specified in departmental standards
11) Maintain positive guest relations at all times
12) Greet and acknowledge all arriving guests, however busy and whatever time of day
13) Escort guests to tables and assist in seating at tables and extend congenialities in accordance to department guidelines
14) Anticipate guest needs and respond promptly
15) Communicate VIP arrivals and special requests to designated personnel for follow up
16) Handle guest complaints by following the instant guest pacification procedures and ensuring guest satisfaction
17) Extend courteous departures as guests leave the restaurant
18) Oversee all aspects of restaurant during absence of Manager and/or Supervisor
19) Successful completion of the training/certification process

Note:
A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.
This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.