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Head Hostess - Greek Restaurant

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Mandarin Oriental Hotel Group

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Hospitality & Retail
  • Dubai

AI generated summary

  • You need a hospitality degree, experience in upscale dining, strong social media knowledge, excellent communication skills in English and Arabic, and the ability to lead a diverse team.
  • You will manage hostess operations, oversee reservations, maintain guest profiles, ensure service excellence, and lead team training to create memorable dining experiences for guests.

Requirements

  • High School qualification or equivalent.
  • Degree or Higher National Diploma in Hospitality/Hotel/Business Management is preferred.
  • Market understanding is a must, mostly relying on experience in restaurants that mainly focus on the Dubai residents.
  • Social media knowledge and understanding the impact of social media influencers.
  • Previous experience in guest relations roles is preferred.
  • Experience from upscale standalone restaurants or luxury hotels is required.
  • Ability to understand guest needs and expectations and to deliver superior customer service through own initiative and through driving and motivating the team accordingly.
  • Proven ability to successfully support, motivate and lead a large and diverse team.
  • Excellent verbal and written communication skills in English.
  • Verbal and written communication skills in Arabic or other languages are essential.
  • Strong interpersonal and communication skills, with the ability to interact effectively with guests and colleagues.
  • Exceptional organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
  • Physical capabilities to stand for a long period; Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.

Responsibilities

  • 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.
  • Consistently implement robust Customer Relationship Management process to ensure database is accurate at all times for guest recognition.
  • Provide leadership, direction, and support to all outlet colleagues at any time, particularly during the operation hours and mainly focusing on the hostess team.
  • Give feedback and coaches hostesses for motivation and improvement.
  • 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.
  • 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)
  • 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.

FAQs

What are the primary responsibilities of the Head Hostess in the Greek Restaurant?

The primary responsibilities include overseeing the host team, managing reservations, ensuring exceptional guest welcomes, and maintaining operational standards. The Head Hostess will also assist with table management strategy and engage in both operational and administrative tasks.

What qualifications are preferred for the Head Hostess position?

A degree or Higher National Diploma in Hospitality/Hotel/Business Management is preferred, along with experience in restaurants focusing on Dubai residents, and previous guest relations experience.

Is experience in upscale restaurants or luxury hotels required?

Yes, previous experience in upscale standalone restaurants or luxury hotels is required for this position.

What skills are essential for a Head Hostess?

Essential skills include excellent verbal and written communication in English, strong interpersonal skills, organizational abilities, attention to detail, multitasking capabilities, and the physical ability to stand for extended periods.

Will the Head Hostess lead a team?

Yes, the Head Hostess will provide leadership, direction, and support to all outlet colleagues, particularly the hostess team.

Is knowledge of social media important for this role?

Yes, understanding the impact of social media influencers and having social media knowledge is important for effectively engaging with guests.

What type of work schedule can the Head Hostess expect?

The Head Hostess should expect flexibility to work a variety of shifts, including evenings, weekends, and holidays as needed.

How does the Head Hostess handle guest satisfaction?

The Head Hostess ensures customer satisfaction from arrival to departure, personally monitors VIP guest requirements, and addresses customer complaints effectively.

What approach does the Head Hostess take towards colleague training?

The Head Hostess is responsible for providing necessary training, conducting routine role plays, and sit-down sessions related to administration for the hostess team.

How important is guest engagement in this role?

Guest engagement is extremely important, as the Head Hostess must prioritize high-level interaction to encourage guest return and satisfaction.

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Mandarin Oriental Hotel Group

Travel & Leisure
Industry
10,001+
Employees
1963
Founded Year

Mission & Purpose

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 36 hotels and 7 residences in 23 countries and territories, with each property reflecting the Group’s oriental heritage and unique sense of place. Mandarin Oriental has a strong pipeline of hotels and residences under development, and is a member of the Jardine Matheson Group. Mandarin Oriental’s aim is to be recognized widely as the best global luxury hotel group, providing 21st century luxury with oriental charm in each of its hotels. This will be achieved by investing in the Group’s exceptional facilities and its people, while maximizing profitability and long-term shareholder value. The Group regularly receives recognition and awards for outstanding service and quality management. The strategy of the Group is to open the hotels currently under development, while continuing to seek further selective opportunities for expansion around the world. The parent company, Mandarin Oriental International Limited, is incorporated in Bermuda and has a premium listing on the London Stock Exchange, with secondary listings in Bermuda and Singapore. Mandarin Oriental Hotel Group International Limited, which operates from Hong Kong, manages the activities of the Group’s hotels. Mandarin Oriental is a member of the Jardine Matheson Group.