Assist Supervisor/Manager to keep traces on guest history profiles.
Remember the guests’ names and address them by their names if possible.
Demonstrate thorough knowledge of the menus and beverage list as well as the hotel’s activities to ensure clarifications given to guests’ queries.
Report for duty on time, neatly groomed and in a clean and proper uniform. Do not consume any alcohol while on duty.
Check, advice and co- ordinate with the stations’ captains on daily events, special requests and arrangement.
Replenishment of forms at hostess stand and office.
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.
Interact with guests and obtain feedbacks.
Menu covers are clean without stains and menu inserts are clean and crisp free.
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
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.
Up sell and cross sell other F&B outlets in the hotel.
Create a sound and strong working relationship with all staff.
Assist in taking the beverage orders whenever necessary.
Enquire guests’ satisfaction and handle guests’ complaints.
Perform cashier- related tasks.
Take over and hand over duties properly. As an information focal point, so it is necessary to hand over tasks and information within hostess team and the restaurant team clearly and consistently
To collect name cards for database.
Know how to use and communicate effectively via walkie talkie.
Maintain adequate supply of stationeries at hostess stand and office.
Check on the cleanliness of the restaurant.
Evaluate operations and procedures and suggest improvements to Supervisor/Manager.
Check with the kitchen everyday about changing dishes on the buffet counter and prepare all food tags properly.
Operate the Micros POS System effectively.
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.
Contact Concierge and follow up when calling buggy to pick up guests from the restaurant.
Maintain cleanliness of food tags and good arrangement in appropriate boxes.
Must be familiarized with all hotel policies and procedures in reference to training, safety and security.
Control, preserve and clean related tools to ensure operation: nameplates, nameplate holders, blackboards, ....
Keep abreast of all information related to restaurants and resorts, including promotions and upcoming events.
Ensure the hostess stand is neatly arranged, well stocked and clean all the times.
Present the menus and able to make recommendations.
You pay attention to small details, which visually expresses in a spotlessly clean workspace, outstanding services and a well- groomed appearance.
Keep the manager informed on all items of interest.
Must be familiar with the work nature and responsibilities of all servers.
Handle billing and other related report of cashier.
Check and follow- up on any defects of the restaurant.
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.
Maintain high standards of cleanliness, appearance, a sense of pride in the uniform and the restaurant’s team.
Receive information and create a list of customer preferences from service staff.
Assist in F&B service whenever possible.
Professional in using “Table check”.
Read the communication file and notice board daily.
Print bill, check thoroughly before presenting and accept payment.
Demonstrate understanding of and adherence to the hotel’s regulations outlined in the employee’s handbook and operations manual.
Photocopy the required documents for reference and training.
Answer phone queries in a courteous and prompt manner and takes reservations with given consideration to guests’ preferences.
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.
Know the number and location of all tables and ensure proper seating of guests with consideration given towards workload, reservations and preference of guests.
Report guest incidents and lost and found items to the Supervisor/Manager.
Check, update and follow- up on events and reservations daily.
Create unforgettable welcome experiences and thoughtful farewells for our guests, by tailoring guest interactions according to individual guests’ needs.
Maintain good communication with all other hotel departments.
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.
Printing and making of food tags whenever necessary.
Constantly be conscious of smoking and non- smoking areas and preferences of guests.
Gives all guests a friendly “Goodbye” or ‘Thank you” as guests depart outlet.
You know the Forbes Travel Guide Standards that are applicable for restaurants & bars and you ensure that you implement them within the service processes.
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.
Ensure daily delivery of required newspapers by bell counter.
