Hostess

Company Description

Sunway Resort Hotel in Selangor, Malaysia is an all-in-one hotel experience with unrivalled access to shopping, dining, and entertainment. The hotel is located only 35 minutes from Kuala Lumpur International Airport and offers leisure and business travelers an authentic Malaysian stay. Guests can enjoy sweeping resort and city skyline views, explore the hotel's connected shopping mall and theme park.

Job Summary:

The Hostess plays a crucial role in providing a warm and welcoming experience to guests at a restaurant, hotel, or any other hospitality establishment. They are responsible for greeting and seating guests, managing reservations, and coordinating with the service staff to ensure a smooth and enjoyable dining experience. The Hostess typically reports to the Restaurant Manager or the Front-of-House Manager.

Due to visa limitations, only locals will be considered.

Responsibilities:

Greeting and Seating Guests:

Welcome guests with a friendly and professional demeanor, ensuring they feel valued and comfortable. Manage the seating arrangements by efficiently organizing and allocating tables to guests based on their preferences, group size, and available space.

Reservation Management:

Handle incoming phone calls, emails, and online reservations, ensuring accuracy and prompt response. Maintain an organized reservation system and update it regularly to manage table availability and guest preferences effectively.

Customer Service:

Provide exceptional customer service by addressing guests' inquiries, concerns, and special requests in a polite and efficient manner. Communicate wait times, menu specials, and restaurant policies to guests to manage expectations effectively.

Waiting Area Management:

Maintain an organized and tidy waiting area, ensuring it is clean, comfortable, and visually appealing. Ensure guests are promptly attended to and offered appropriate seating arrangements while waiting for their table.

Communication with Service Staff:

Coordinate with the service staff, such as servers and bussers, to ensure efficient table turnovers and smooth flow of operations. Communicate special requests or guest preferences to the service staff to enhance the dining experience.

Menu and Specials Knowledge:

Familiarize yourself with the restaurant's menu items, specials, and promotions to answer guest inquiries and provide recommendations when needed. Stay updated on any changes to the menu or daily specials.

Cash Handling:

Handle cash transactions accurately and efficiently, such as collecting payments for take-out orders, settling bills, and processing credit card transactions. Maintain cash registers and follow cash handling procedures as per the restaurant's policies.

Reservation and Seating Administration:

Maintain accurate records of reservations, guest information, and seating assignments. Update and organize seating charts, guest lists, and other administrative documents as required.

Problem Solving:

Handle guest complaints or issues calmly and professionally, aiming to resolve them to the guest's satisfaction. Escalate more significant concerns or complex situations to the appropriate supervisor or manager when necessary.

Collaboration and Teamwork:

Foster positive working relationships with the service staff, kitchen staff, and management. Collaborate with colleagues to ensure smooth communication, efficient service, and a harmonious work environment.

Requirements:

• Malaysian Citizen.
• High School Certificate (SPM or STPM), Diploma in Hotel Management.
• Previous experience as a hostess in well known brand restaurant preferred (or in a customer service role is preferred)
• Excellent interpersonal and communication skills to interact with guests in a friendly and professional manner.
• Strong organizational skills to manage reservations, seating arrangements, and administrative tasks effectively.
• Ability to multitask and remain calm under pressure in a fast-paced environment.
• Friendly and approachable demeanor with a passion for providing exceptional customer service.
• Attention to detail to ensure accuracy in seating assignments, reservation management, and guest preferences.
• Knowledge of restaurant operations and etiquette.
• Familiarity with reservation management systems or ability to quickly learn and adapt to new software.
• Able to work in shifts, including evenings, weekends, and holidays.