The Head Hostess will support the Breakfast Manager and Restaurant General Manager in all related operational, administrative and guest related tasks inclusive of taking care of the hostesses and all included in their line of duty. Main responsibility is guest satisfaction, interaction and table management strategy which is the key responsibility and of utmost importance to the success of the restaurant. Special care to be provided to our regular VIP guests.

Responsibilities

Managerial:

• Support the Restaurant Manager in all operational and administrative aspects of the restaurant.
• Act as the main point of contact of F&B restaurant reservations team.
• Prioritise high level of guest engagement and have an absolute focus on collaborating with other departments to ensure guests return.
• Enforce and monitor that operational standards of the guest arrival and satisfaction during their stay in the hotel or restaurant, as per our policies, SOP and quality measures are in place always.
• Assign side duties to all hostesses and follow through.
• Oversee the daily operation of the outlet and manage hostess shifts effectively to assure a smooth and effective overall operation.
• Maintain a good relationship and steady communication with the front office, concierge team and restaurant reservations team, particularly during in house long stay guests.
• Ensure that reservations are managed well within the outlet and seating capacities are effectively maximised.
• Ensure accuracy of all menus: current, spelled correctly, clean and presentable and ascertain menu description are up to date and distributed appropriately.
• Assist the Restaurant Manager to plan and execute special promotional activities for the outlets and plan for festive season events related to the outlet.
• Take full control over group bookings for the restaurant, in coordination with the F&B Groups Reservations in charge.
• Observe the competition, current market and international trends, prices with the market and other new ideas and forward them to the Restaurant Manager.
• Attend and participate all required meetings as scheduled.
• Consistently implement robust Customer Relationship Management process to ensure database is accurate at all times for guest recognition.
• Constantly check and ensure profile and reservation tags are used being used properly on SevenRooms.

Colleague Relations:

• Provide leadership, direction, and support to all outlet colleagues at any time, particularly during the operation hours and mainly focusing on the hostess team.
• Gives feedback and coaches hostesses for motivation and improvement.
• Ensure that MOHG’s grooming and appearance standards are implemented and maintained always to reflect an image of professionalism and care.
• Encourage proactive, efficient, and effective inter-departmental communication within and beyond the F&B division to promote a climate of teamwork and enthusiasm.
• Provide necessary trainings for the hostess team. Routine role plays during the operation and sit-down trainings regarding administration.

 Guest Relations:

• As this is the key importance of this role, being able to communicate effectively with other departments as well as key people across the city is a must. Being well connected and providing smooth access to all main events and venues throughout the city.
• Being fully in charge of making guests profiles and maintaining them with updated preferences and key features that keep the guest coming back.
• Strong anchor at the door to ensure smooth guest arrival.
• Daily brief and communicate with all hostesses about the daily target and reservations highlighting special attention and guests’ preferences.
• Personally monitor and follow through on any requirements of VIP guests.
• Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA.
• Constantly drive and motivate the team to create specific WOW moments to surprise and delight guests in the restaurants.
• Handle effectively any kind of customer complaints being verbal or written.