F&B Hostess

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• Maintain complete knowledge of:
• Dining room layout, table/seat/section numbers, proper table setups, room   capacity, hours of operation, price range and dress code
• Restaurant reservation procedures
• Daily house count, arrivals, departures, VIP’s
• Scheduled in-house group activities, locations and times
• All department policies / service procedures
• Answer telephone within 3 rings, using correct salutations and telephone etiquette.
• Take record and confirm restaurant reservations / cancellations in accordance with departmental standards.
• Communicate reservation or cancellation changes to management as they arise throughout the shift.
• Monitor the preparation of own assignments, ensuring compliance to departmental standards.
• Ensure that all menu’s, check folders are cleaned and in sufficient quantity.
• Ensure that the hostess stand is cleaned and organized.
• Review the Reservation book, pre-assign designated tables and follow up on all special requests.
• Greet the guests at the entrance of the restaurant.
• Seat Guest accordingly to floor plan / being fair to each waiter.
• Show guests their table which has been designated to them
• Ensure that the guests are pleased with their table.
• Present the open menu to the guest.
• Ensure that the tables are set to the best service of the guest.
• Anticipate heavy business times and organize procedures to handle waiting lines.
• Anticipate guests needs, respond to them promptly and acknowledge guest, however busy and whatever time of the day.
• Maintain positive guest relations at all times.
• Be familiar with hotel services / activities to respond to guest inquiries accurately.
• Handle guest complaints following instant pacification procedures and insuring guest satisfaction.
• Monitor guests’ reactions and confer frequently with management to ensure guest satisfaction.
• Monitor and participate to ensure that all tables are cleared and reset according to the department procedures.
• Monitor and maintain cleanliness and working conditions of own section equipment and supplies.
• Assist restaurant staff with their job functions to ensure optimum service to guest: when requested.
• Promote a cooperative working climate, maximizing productivity and quality.
• Do table visits systematically at each meal period to ensure guest satisfaction.
• Promote F&B Outlets to each customer in down time.
• Successful completion of the training process.
• To assist the Supervisor to ensure proper cashiering procedures are followed and accurately balanced.
• To assist in Menu printing.

Administration

• To collect all general requisitions and food & beverage requisitions.
• To prepare and record all inventory on daily, monthly and quarterly basis.
• Report any engineering issues and make a HOTSOS request for the same.
• Maintain daily logs and update the Logbook on daily basis.

Financial and Revenue Responsibilities

• To assist in carrying out monthly, quarterly, bi-yearly, yearly inventory of operating equipment.
• To perform cashiering functions and to ensure that the outlet cashiering procedures are strictly adhered to.
• To perform beverage inventory on a daily basis and informing the management of any discrepancies on a daily basis.

Training and Human Resources

• To coach and train new Heartists through on-the-job-training.
• To assist in training of the employees ensuring that they have the necessary skills to perform their duties with the maximum efficiency.
• To report to duty punctually wearing the correct uniform and name tag. To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department appearance standards.
• To read and understand the hotel’s Employee Handbook and to adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene and Safety.
• To attend trainings and meetings as and when required.
• Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimization.
• Treat complaints of harassment and discrimination promptly and confidentially.
• Treat customers and colleagues from all cultural groups with respect and sensitivity.
• Identify and deal with issues which may cause cross cultural conflict or misunderstanding.

Guest Service Responsibilities

• To establish a professional rapport with guests and maintain good customer relationship.
• To handle guest enquiries in a friendly, courteous and efficient manner.
• To be fully knowledgeable about all bar products, wine and cocktail recipes.

Miscellaneous

• To have a thorough understanding and knowledge of all menu items and Cashiering
• To have a knowledge about system
• All Heartists are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.
• All Heartists may be assigned to other duties in the hotel as and when required by business levels.

GENERAL DUTIES:

• To report for duty punctually wearing the correct uniform and name tag. To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department appearance standards.
• To provide friendly, courteous and professional service at all times.
• To maintain good working relationships with colleagues and all other departments.
• To read and understand the hotel’s Employee Handbook and to adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.
• To comply with local legislation as required.
• To respond to any changes in the department as dictated by the needs of the hotel.
• To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
• To attend training and meetings as and when required.

Health and Safety

• Ensure that all potential and real Hazards are reported immediately and rectified
• Be fully conversant with all departmental Fire, Emergency and Bomb procedures
• Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees
• Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
• Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
• Use safe manual handling techniques and practise safe work habits following Accor Health, Safety and Environment policies, maintain procedures to minimise our impact on the environment and prevent pollution.

Confidentiality

• Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Accor Internet and Email policy
• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company. 

To be fully conversant with:

• Hotel fire procedures
• Hotel security procedures
• Hotel Health and Safety policy and procedures
• Hotel Facilities and attractions
• Hotel standards of operation and departmental procedures
• Sofitel Keys of Luxury and Appearance guidelines
• Sofitel “BE Magnifique” vision and its corresponding strategies
• Methods of accepted payment of the company
• Short and long term company marketing promotions

• Maintain complete knowledge of:
• Dining room layout, table/seat/section numbers, proper table setups, room   capacity, hours of operation, price range and dress code
• Restaurant reservation procedures
• Daily house count, arrivals, departures, VIP’s
• Scheduled in-house group activities, locations and times
• All department policies / service procedures
• Answer telephone within 3 rings, using correct salutations and telephone etiquette.
• Take record and confirm restaurant reservations / cancellations in accordance with departmental standards.
• Communicate reservation or cancellation changes to management as they arise throughout the shift.
• Monitor the preparation of own assignments, ensuring compliance to departmental standards.
• Ensure that all menu’s, check folders are cleaned and in sufficient quantity.
• Ensure that the hostess stand is cleaned and organized.
• Review the Reservation book, pre-assign designated tables and follow up on all special requests.
• Greet the guests at the entrance of the restaurant.
• Seat Guest accordingly to floor plan / being fair to each waiter.
• Show guests their table which has been designated to them
• Ensure that the guests are pleased with their table.
• Present the open menu to the guest.
• Ensure that the tables are set to the best service of the guest.
• Anticipate heavy business times and organize procedures to handle waiting lines.
• Anticipate guests needs, respond to them promptly and acknowledge guest, however busy and whatever time of the day.
• Maintain positive guest relations at all times.
• Be familiar with hotel services / activities to respond to guest inquiries accurately.
• Handle guest complaints following instant pacification procedures and insuring guest satisfaction.
• Monitor guests’ reactions and confer frequently with management to ensure guest satisfaction.
• Monitor and participate to ensure that all tables are cleared and reset according to the department procedures.
• Monitor and maintain cleanliness and working conditions of own section equipment and supplies.
• Assist restaurant staff with their job functions to ensure optimum service to guest: when requested.
• Promote a cooperative working climate, maximizing productivity and quality.
• Do table visits systematically at each meal period to ensure guest satisfaction.
• Promote F&B Outlets to each customer in down time.
• Successful completion of the training process.
• To assist the Supervisor to ensure proper cashiering procedures are followed and accurately balanced.
• To assist in Menu printing.