Restaurant Host/ess (CAS) – Kona Village | Rose Wood

December 12, 2023

Job Description

OVERVIEW/BASIC FUNCTION

The Host/Hostess requires an organized person that is guest driven, intuitive and friendly with a vibrant personality. At times they will need to assist with other tasks, and need to learn, adapt and innovate quickly. To be the first & last point of contact for our guests, make sure that they feel welcomed, cared, and valued for. To work closely with the Food and Beverage team to ensure achievement of strategic departmental goals, especially in the area of guest satisfaction. To be prepared to work flexible shifts at designated area to create a fully multi-skilled and productive Food and Beverage team with a sense of Aloha.


RESPONSIBILITIES
Guest Satisfaction
  • Ensures the delivery of brand promise and provides exceptional guest service at all times.
  • Achieve high standards of service with the respect of the Hawaiian culture and tradition.
  • Provides excellent service to internal customers in other departments as appropriate.
  • Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
  • Maintains positive guest and colleague interactions with good working relationships.
  • Establishes a rapport with guests maintaining good customer relationships.
  • Constantly strive to satisfy all  guests patronizing the outlet.

Operations
  • Assist with maintaining the Food and Beverage Essentials.
  • Works closely with other Outlet associates in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
  • Greets customers and seats guests accordingly.
  • Deliver unprecedented personalization. Offer discreet recognition. Connect with guests’ passions and create memorable experiences.
  • Work across all areas Food and Beverage Department, to ensure that guest expectations are exceeded, and standards are consistently maintained.
  • Maintain positive colleagues’ interactions with good working relationships.
  • Handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactory.
  • Liaise and communicate effectively with all departments to ensure seamless transfer of information takes place.
  • To be fully aware with Food and Beverage policies, procedures and standards.
  • To take active part in training programs to develop a team of multi skilled Food and Beverage Associates across all Food and Beverage outlets.
  • Understand and strictly adheres to Rules and Regulations established in the associates handbook and the hotel’s policies concerning fire, hygiene, health and safety. 
  • Be aware of daily functions, events, VIP and group arrivals
  • Provides smooth and efficient service at the Outlet ensuring the Rosewood standards are met at all times. 
  • Ensuring speedy, polite, guest friendly service at all times, aimed at providing elegant service to Rosewood brand standards always in accordance with pre-agreed service sequences. Helping in hands on way when needed.
  • Presents menu, answers enquiries and makes suggestions regarding food, beverage and service to restaurant guests.
  • Welcoming the guest at the restaurant and makes sure he/she checks on correct reservation details (amount of guests, dietary restrictions, etc.). 
  • Work closely with Concierge Team
  • Able to deal with guest’s waiting list and keeping the guest satisfied.
  • Reservation confirmation calls or messages.
  • Know regular guest names and requirements and communicates to designated server/supervisor.
  • Handling special requests and communicate effectively with the team and follow ups.
  • Fully conversant with telephone etiquette, as per Rosewood standards.
  • Full awareness on product knowledge and service throughout the hotel.
  • Practice economy of food, beverage, paper supplies, electricity and water (practice recycling whenever possible). 
  • Ensuring restaurant set up is ready for service in timely and detailed fashion and is according to restaurant standards and checklists including table tops, buffets, side stations, and reception desk and general restaurant appearances.
  • Handles reservations and blocks covers accordingly. Being able to optimize the turnover of tables and must have strong communication with the supervisors on the floor for updating reservation system for available tables.
  • Reports any difficulty or problem supervisor for solution or follow up actions.
  • Maintain high visibility ‘in the workplace’ and provide assistance to our guests in a pro-active way.

Other Duties
  • Understands and strictly adheres to rules and regulations established in the associate handbook and the Hotel’s policies concerning fire, hygiene and health and safety.
  • Ensures high standards of personal presentation and grooming.
  • Maintains strong, professional relationship with the relevant representatives from competitor hotels, business partners and other organizations.
  • Responds to changes in the Food and Beverage function as dictated by the industry, company and hotel.
  • Attends training sessions and meetings as and when required.
  • Carries out any other reasonable duties and responsibilities as assigned.
  • Be punctual. No absenteeism or lateness, unless approved by superior. 

Administration
  • Continuous updating profiles in reservation system.
  • Responsible for taking guests reservation
  • Responsible for keeping track of guest comment cards (updating comment card file on daily basis) 
  • Fully responsible for developing and maintaining guest profiles.
  • Maintains par stocks of all equipment and guest supplies related to stationery supply.
  • Updates all specific guests request or preferences


Group Specific
  • Contribute to ensuring that brand integrity and clarity are always maintained.
  • Is a “Brand Ambassador” at all times and ensures brand integrity and clarity are always maintained.
  • Model the company’s culture, vision, mission and core values at all times.
  • Model the Hawaiian culture and values.
  • Complies to the company policies.
  • Takes on other tasks in addition to the ones stated, in a reasonable framework.


QUALIFICATIONS & WORKING EXPERIENCE
  • 6 to 12 months in Hotel Food and Beverage operations or freestanding lifestyle restaurant preferred
  • Familiarization with Forbes standards is preferred
  • Fluent spoken and written in English  
  • High School Diploma
  • Fully able to operate with Restaurant Reservation systems, as well as Microsoft Office (Excel, Word).

Location