Hostess (New Restaurant)

Company Description

Raffles Hotel Singapore is one of the few remaining great 19th century hotels in the world, perfectly preserved both inside and out, giving it an intoxicating blend of luxury, history and classic colonial design. Its distinctive architecture, legendary heritage and iconic service continue to enthrall visitors where suites, social spaces, award-winning restaurants and bars are presented for discerning travellers. No visit to Singapore is complete without a stay here, where the grand historic hotel exudes old-world grandeur infused with the unique charm of the city state.

About the Restaurant

Chef André Chiang is an award-winning chef, storyteller, mentor and game changer in the culinary arts realm who will be bringing his remarkable culinary vision to Raffles Hotel Singapore. Chef André has received numerous accolades across his illustrious career, including Asia’s Best Chef and industry recognition for his artistic culinary vision. Aimed at being a social and convivial space where guests are fully immersed in the dining experience, the new signature restaurant will present Chef André Chiang’s culinary philosophy and gastronomic mastery within the magnificent setting of the hotel’s new signature restaurant, housed in the elegant, neo-Renaissance Main Building.

Job Description

Host/Hostess will handle reservations and inquiries about the restaurant via phone, email and other booking tools while recording and managing all special requests and guest preferences in a timely and accurate manner, to ensure that all guests enjoy a consistent and delightful dining experience. He/she will be responsible for the allocation of reservations to best optimize the operations to have a balanced distribution across all sections. He/ She is responsible for seating guests and providing guests with a brief concept of the restaurant while ushering guests to the table and assisting with menu items should the Station Captain be engaged. 

Primary Responsibilities

Food and Beverage Service

• Warmly welcomes, greets and bids farewell to guests in a consistently friendly, courteous and professional manner.
• Attends to phone and email queries and reservation requests promptly.
• Familiarises self with and masters the hotel’s applicable processes, softwares and technologies such as Table Management System.
• Organises restaurant floor plan prior to each meal period with maximized restaurant capacity according to guest requests and restaurant manager’s discretion.
• Reconfirms and follows up reservations and emails promptly.
• Maintains complete knowledge of all Food & Beverage offerings, hotel services and features.
• Assists guests in a seamless reservation process, no less in providing accurate restaurant and bar information, reservation confirmation and or reservation changes or cancellations and other special requests.
• Familiarises self with different dietary and religious restrictions.
• Coordinates special dietary requests with restaurant chef, service team and manager on duty.
• Prints reservation details prior to each meal period for the Manager on duty and to Chef in-charged.
• Reviews individual reservations one week in advance and keeps track of group bookings in the system.
• Attends to walk-ins guests.
• Communicates reservation, special occasions and requests effectively to the team during daily briefings and during operating times.
• Coordinates reservation requests with Dining Reservation and other hosts/hostesses.
• Understands the occupancy levels of all restaurants during each meal period to maximise overall F&B performance.
• Updates guest’s preferences and maintains guest’s history using the assigned tools.
• Assists guest and colleagues courteously, professionally, timely and efficiently.
• Uses the guest name appropriately and communicate it to restaurant colleagues and managers so that they can use it as well.
• Coordinates set menus for small groups and distributes copies of the event form accordingly and in a timely manner.
• Informs restaurant managers on a daily basis of reservations forecast.
• Maintains menu presentation at highest level and has complete knowledge of menu items.
• Communicates and reports guest’s feedback to management promptly.
• Uses a Heartist® approach – makes the guests Feel Welcome, Feel Heart-warmed, Feel Incredible, and Belong.
• Carries out any other duties and responsibilities assigned by the managers.
• Always well-presented and adheres to hotel’s grooming standard.

Learning and Development

• Participates in training activities to improve knowledge and skills.
• Attends daily briefing and monthly meetings conduct by the manager.
• Consistently develop in self-learning and development of own skills and knowledge.

Other Responsibilities

• Follows guidelines provided in colleague handbook.
• Understands emergency procedures, health and safety requirements. 
• Applies necessary precautions with regards to the hotel food safety and hygiene standards.
• Maintains good working relationships within the restaurant and the departments in the hotel.
• Coordinates all reservation special request/functions with Manager, Culinary Team and Service Team to ensure maximum efficiency. 
• Follows other duties as assigned as part of opening, closing as well as side duties.
• Ensures service standards and individual performances is aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
• Contributes to the hotel’s Corporate Social Responsibility and sustainability efforts.
• Performs any other duties and responsibilities that may be assigned.

Qualifications

Candidate Profile

Knowledge and Experience

• Certificate or diploma in hospitality or related field or minimum of 6-12 months hands on experience in food service position, similar operations style.
• Working knowledge of Microsoft Office.
• Retail or guest interaction experience.
• Food and /or beverage knowledge (personal interest/ professional).

Competencies

• Technical service skills.
• Interpersonal skills – communicates easily/openly.
• Communication skills in English spoken/written.
• Reliable and consistent.
• Personal presentation and professional etiquette.
• Strong in organizational behavior.
• Comes across as enthusiastic, energetic, positive, genuine, and sincere.
• Can work as part of a team.
• Guest and people oriented.
• Creative and open-minded.
• Flexible and adaptable to different working locations.
• Self-motivated and energetic. Warm, sincere and always readily present with a smile.
• Sense of urgency and able to prioritise.
• Observes and anticipates guest’s needs.

Additional Information

Benefits of Joining Raffles Hotel Singapore

• 5-day Work Week.
• Duty Meals are provided.
• Colleagues’ Discount and/or Preferential Room Rates at worldwide Accor Hotels.
• Flexible Benefit – Dental/Optical/Vacation Expenses/Children’s Education.
• Medical and Wellness Benefit.
• Comprehensive Insurance Coverage.
• Local/Overseas Career Development & Growth Opportunities.
• Holistic Learning and Development Opportunities.