We aim to craft long- lasting memories, starting with you transforming the first impression into a carefully curated welcome experience for our guests. Your knowledge and natural calmness create an exceptional service flow in which the guests can trust your guidance. You are the connection between guests and your service colleagues, while understanding that delicately communicating is key to curate an unforgettable guest experience.
Perform cashier- related tasks.
Maintain cleanliness of food tags and good arrangement in appropriate boxes.
Assist in F&B service whenever possible.
Maintain adequate supply of stationeries at hostess stand and office.
Interact with guests and obtain feedbacks.
Participate with positive approach towards training and daily briefing. Realize the importance of team spirit to ensure that fellow colleagues are pursuing a unified standard of service.
Enquire guests’ satisfaction and handle guests’ complaints.
Print bill, check thoroughly before presenting and accept payment.
Remember the guests’ names and address them by their names if possible.
Check, advice and co- ordinate with the stations’ captains on daily events, special requests and arrangement.
Evaluate operations and procedures and suggest improvements to Supervisor/Manager.
Gives all guests a friendly “Goodbye” or ‘Thank you” as guests depart outlet.
Photocopy the required documents for reference and training.
Contact Concierge and follow up when calling buggy to pick up guests from the restaurant.
Must be familiar with the work nature and responsibilities of all servers.
Operate the Micros POS System effectively.
Know the number and location of all tables and ensure proper seating of guests with consideration given towards workload, reservations and preference of guests.
Must be familiarized with all hotel policies and procedures in reference to training, safety and security.
You have extensive knowledge about activities in InterContinental and the rest of Ha Long Bay, allowing you to give guests recommendations in order to optimize overall guest experience
Check, update and follow- up on events and reservations daily.
Check with the kitchen everyday about changing dishes on the buffet counter and prepare all food tags properly.
You pay attention to small details, which visually expresses in a spotlessly clean workspace, outstanding services and a well- groomed appearance.
Report guest incidents and lost and found items to the Supervisor/Manager.
Ensure daily delivery of required newspapers by bell counter.
Constantly be conscious of smoking and non- smoking areas and preferences of guests.
Create a sound and strong working relationship with all staff.
Menu covers are clean without stains and menu inserts are clean and crisp free.
Printing and making of food tags whenever necessary.
Control, preserve and clean related tools to ensure operation: nameplates, nameplate holders, blackboards, ....
Assist Supervisor/Manager to keep traces on guest history profiles.
To work closely with the Supervisor, Restaurant Manager and colleagues to ensure all guests are greeted properly and their tables assigned are appropriately set up and timely.
You know the Forbes Travel Guide Standards that are applicable for restaurants & bars and you ensure that you implement them within the service processes.
Read the communication file and notice board daily.
Answer phone queries in a courteous and prompt manner and takes reservations with given consideration to guests’ preferences.
Maintain good communication with all other hotel departments.
Know how to use and communicate effectively via walkie talkie.
Replenishment of forms at hostess stand and office.
Receive information and create a list of customer preferences from service staff.
Keep the manager informed on all items of interest.
Assist in taking the beverage orders whenever necessary.
Up sell and cross sell other F&B outlets in the hotel.
Demonstrate thorough knowledge of the menus and beverage list as well as the hotel’s activities to ensure clarifications given to guests’ queries.
Present the menus and able to make recommendations.
You possess the knowledge and are empowered to solve problems on the spot, but you also know when to ask for assistance from colleagues. Always follow up on guest issues and report occurred concerns to the management.
Check on the cleanliness of the restaurant.
Report for duty on time, neatly groomed and in a clean and proper uniform. Do not consume any alcohol while on duty.
Ensure the hostess stand is neatly arranged, well stocked and clean all the times.
You have the knowledge to operate Opera System, sort out Guest in House report, VIP of the day and IHG Member list and share the information to all colleague before operation time.
Handle billing and other related report of cashier.
Handle table reservations, control the flow and seating of guests, and performing the hostess’ duties in a manner consistent with the Hotel’s Quality Service Standards.
You built guest engagement by being compassionate and showing honest interest, while maintaining a professional level of discreteness. Carefully listen to guests, which gives you valuable information that she can use to improve the overall guest satisfaction.
Create unforgettable welcome experiences and thoughtful farewells for our guests, by tailoring guest interactions according to individual guests’ needs.
To collect name cards for database.
Always live up to the standards set by the InterContinental brand, by assuring you know the standard operating procedures and making sure that they are respected.
Professional in using “Table check”.
Check and follow- up on any defects of the restaurant.
