Hostess

Job Summary The Hostess is responsible for creating a warm, professional, and memorable first and last impression for all guests, ensuring every interaction reflects Rosewood brand standards and the expectations of an ultra\-luxury environment. The role manages guest reception, reservations, seating arrangements, and guest flow while maintaining excellent communication with service and culinary teams. A strong focus is placed on guest recognition, personalization, and attention to detail to enhance the overall dining experience. Accountability includes guest satisfaction, reservation accuracy, outlet presentation, and supporting the smooth and efficient operation of the restaurant. **Essential Duties and Responsibilities:** **Quality:** * Welcome and escort guests in a professional, friendly, and personalized manner. * Manage reservations accurately using approved reservation systems and maintain up\-to\-date guest information. * Coordinate seating arrangements to optimize guest flow while maintaining service standards and table allocation plans. * Maintain a thorough understanding of restaurant operations, menus, opening hours, promotions, and special events. * Recognize returning guests, VIPs, and special occasions, ensuring guest preferences and profiles are acknowledged whenever possible. * Answer telephone calls promptly and professionally, ensuring all guest inquiries are handled efficiently. * Maintain accurate waiting lists and communicate expected waiting times clearly to guests. * Coordinate closely with Restaurant Managers, Team Leaders, and service associates regarding reservations, table status, and guest requirements. * Ensure guest special requests, celebrations, allergies, and dining preferences are communicated effectively to the operational team. * Support service recovery by addressing guest concerns professionally and escalating issues when required. * Monitor the restaurant entrance, reception desk, and waiting areas to ensure cleanliness, organization, and presentation standards are maintained. * Assist with VIP arrangements, guest recognition initiatives, and special events. * Maintain menus, reservation materials, and guest\-facing collateral in excellent condition. * Ensure compliance with Rosewood brand standards, Forbes standards, and LQA requirements at all times. * Contribute to creating a welcoming and refined atmosphere throughout the guest journey. **Financial:** * Support the achievement of outlet revenue goals through effective reservation management and table utilization. * Maximize seating efficiency while maintaining guest comfort and service standards. * Promote restaurant events, special dining experiences, and promotional activities when appropriate. * Maintain awareness of daily covers, reservations, and business levels. * Reduce lost revenue opportunities through accurate reservation handling and waitlist management. * Ensure reservation data and guest information are entered accurately into operational systems. * Support efficient use of restaurant capacity during peak and off\-peak periods. * Assist with reporting reservation trends, cancellations, and no\-shows when required. **Leading:** * Maintain the highest standards of grooming, professionalism, and conduct at all times. * Participate actively in daily briefings, trainings, and departmental meetings. * Demonstrate a positive and guest\-focused attitude in all interactions. * Build strong working relationships with restaurant, culinary, and other hotel teams. * Support new associates by sharing knowledge and assisting with onboarding where required. * Communicate clearly and effectively with team members to support seamless operations. * Demonstrate ownership and accountability in managing guest arrivals and reservations. * Maintain confidentiality of guest information and preferences. * Follow departmental policies, procedures, and service standards consistently. * Contribute to a positive, respectful, and collaborative work environment. * Lead by example through professionalism, reliability, attention to detail, and exceptional guest engagement. * Support the Restaurant Manager and Team Leaders in achieving departmental goals and maintaining operational excellence. **Standard Responsibilities:** * Comply and adhere to all Rosewood company policies and hotel procedures. * Take on additional tasks within the scope of the role as required by business needs. * Act as a brand ambassador at all times and maintain brand integrity. * Reflect the company’s culture, vision, mission, and core values in daily actions and decisions. * Maintain awareness and application of Rosewood, Forbes, and LQA standards. * Support the adoption of systems, technology, and tools that improve operational efficiency. * Maintain effective communication within the outlet and across departments. * Identify training and development needs through daily interaction and observation. * Lead by example in appearance, behavior, and professional conduct. * Maintain a strong operational presence throughout all service periods. * Ensure compliance with hygiene, HACCP, and safety standards. * Follow all emergency procedures and operational protocols. * Protect the reputation of the hotel through professional and responsible conduct. **Confidentiality:** Whilst working for the company there will be access to a wide variety of confidential information concerning the company, guests, associates, and hotel operations. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company unless otherwise authorized. Maintain confidentiality of all company, guest, and associate information. Protect sensitive operational and financial information. Ensure discretion in all matters related to guests and associates. **Health \& Safety:** * Follow safe working practices across all areas of the outlet. * Ensure compliance with Health and Safety regulations and hotel procedures. * Report hazards, defects, and safety concerns immediately. * Ensure incidents and accidents are reported in line with procedures. * Maintain compliance with HACCP and food safety standards. * Promote a safe environment for guests and associates Other The above description is not exhaustive and may be adjusted based on operational needs. * Maintain flexibility in working hours and operational support. * Respond to business needs with adaptability and ownership. * Support additional responsibilities and projects as required.