FB Hostess

Roles and responsibilities

• Manage an efficiently operated bar shift that is in accordance with the agreed standards and regulations
• Use every possible opportunity to gain knowledge in all areas of bar supervision
• Ensure all tables receive their drinks and food as requested
• Maintain the cleanliness of all equipment used during shifts
• Maintain cleanliness of the bar and stores to Health, Safety and Hygiene standards at all times
• Show complete awareness of all the drink and food menus and readiness to explain and recommend food and drink contents
• Comply with Company Health and Safety, and Fire Regulations and procedures
• Adhere to the Company disciplinary policy when necessary
• Maximise revenue and increase average spend per person through upselling, high customer service standards, effective training and motivational techniques
• Demonstrate a perfect knowledge of all beverages served in the bar, how beverages are prepared (to recipe) and presented, and how Bar personnel are trained to possesss this knowledge and the application of it
• Meet or exceed the monthly drink profit margin target
  
  

What are we looking for?

A Bar Waiter/Waitress serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Customer Service experience in supervisory or above capacity
• A warm personality, attentive and smartly presentable
• Ability to listen and respond to demanding Guest needs
• Excellent leadership, interpersonal and communication skills
• Accountable and resilient
• Committed to delivering high levels of customer service
• Ability to work under pressure
  
  

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in similar role
• Passion for delivering exceptional levels of guest service

Desired candidate profile

Customer Service Skills

• Warm greeting: Provide a friendly and professional welcome to guests as they enter the restaurant or dining area.
• Active listening: Understand guest preferences, including seating requests, dietary restrictions, or special occasions.
• Guest relations: Create a positive first impression and ensure guests feel valued and comfortable.
• Problem-solving: Address guest concerns or complaints promptly, ensuring satisfaction and maintaining professionalism.

Communication Skills

• Clear verbal communication: Effectively explain wait times, seating arrangements, and menu offerings to guests.
• Team coordination: Communicate effectively with servers, kitchen staff, and management to ensure smooth guest experiences.
• Multilingual skills (optional): Ability to communicate with international guests in different languages can be a bonus.
• Non-verbal communication: Use body language to show attentiveness, such as eye contact and a welcoming stance.

Organizational and Time Management Skills

• Seating management: Organize seating arrangements efficiently, balancing guest flow while minimizing wait times.
• Reservation management: Handle guest reservations, ensuring accurate records and proper scheduling to avoid overbooking.
• Prioritization: Handle multiple tasks, such as greeting guests, managing the waitlist, and coordinating with the kitchen, simultaneously.

Knowledge of Menu and Restaurant Operations

• Menu knowledge: Understand the restaurant’s offerings, including specials, dietary restrictions, and ingredients.
• Wine and beverage knowledge: Offer recommendations based on guest preferences or pairing with meals, if applicable.
• Specials and promotions: Inform guests of daily specials, promotions, or upcoming events at the restaurant.

Problem-Solving Skills

• Handling delays: Manage situations where guests may experience longer wait times, offering alternatives or making accommodations to keep them satisfied.
• Conflict resolution: Address seating or guest issues with patience and professionalism, ensuring that the guest’s concerns are resolved quickly.
• Adaptability: Adjust to sudden changes, such as last-minute reservations, large parties, or last-minute guest preferences.