Hostess

Mandarin Oriental, Muscat 

Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort that offers 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa at Mandarin Oriental, and an outdoor swimming pool. The hotel features a one-of-a-kind ballroom boasting spectacular views of the Arabian Sea as well as a variety of banquet and meeting spaces to accommodate social and business events. 

For those seeking a luxury living experience in one of Muscat’s most desirable districts, an exclusive collection of 155 Residences at Mandarin Oriental combines the Group’s legendary service, world-class amenities and sweeping sea or mountain views. We are looking for new fans who are interested and would enjoy being a part of the Mandarin Oriental Muscat team.

Scope of Position

The Hostess will take reservations for the outlet and if required for any other outlets and manage and maintain the reservation system, including the database with respective guest preferences. Furthermore, the hostess welcomes and escorts patrons with the overall objective to delight and satisfy each and every guest. If necessary, she will help and carry out all required operational tasks and duties in the outlet under the guidance of the respective managers.

Responsibilities

· Have a very good understanding of the outlet’s concept and food and beverage offerings including promotions and be able to verbally explain those to the guests.

· Display proper and professional phone etiquette and assure that all guest details and requests are clearly registered and communicated.

· Take reservations by phone, by email, through internet booking applications and in person and update the reservations system accordingly as per the standards in place.

· To reconfirm all reservations by phone or email at the set timely standard and schedule the reservations and planned seating arrangements with management prior to service period.

· Constantly update the reservation system with an accurate table count and ensure to update and reinstate all available tables as soon as possible.

· Welcome and escort patrons with the overall objective to delight and satisfy each and every guest and if needed she/he will assist and reasonably escort and direct the patron to other destinations within the hotel.

· Ensure accuracy of all menus: current, spelled correctly, clean and presentable and the menu paper is complete and distributed appropriately.

· Recommend and up-sell the initial beverage offering as per service sequence and forward effectively the order directly to the waiter in the respective station.

· Perform any tasks related to billing according to hotel standards and cashiering policies if required.

· Attend to any complaints of comments given by guests and if no resolution can be found refer the matter to the Outlet Manager.

· To bid friendly farewell to guests and sincerely thank them for their visit.

· Check that all public areas of the outlet including the bathrooms are kept clean throughout operation times and communicate to superiors or housekeeping colleagues if areas are in not acceptable state.

· Ensure that the uniform provided is kept clean, presentable and in good condition, ensuring that personal appearance and hygiene standards are an example for the team and a demonstrate a professional image for our guests.

· Any other reasonable tasks as assigned by the Outlet Manager including assisting other outlets.

· Communicate clearly and directly with all colleagues and superiors in order to avoid misunderstandings and other shortfalls caused by lack of communication. Particularly focus on clear communication of all floor plans and seating related matters as well as other requests from guests to related service colleagues.

· Ensure that superiors and if required kitchen colleagues are informed if any special guest preferences are known, such as allergies.

· Be committed to being a team player; proactively cooperating and supporting colleagues in operational tasks including assisting service procedures such as order taking, clearing of table or serving food if required.

· Ensure that Mandarin Oriental Muscat's grooming and appearance standards are implemented and maintained at all times to reflect an image of professionalism and care.

· Listen to every guest and observe body language carefully in order to be able to understand guest needs and expectations and consistently delight and satisfy every guest.

· Report critical situations, such as intoxicated guests or aggressive behaviour to managers or security immediately.

· Be able to converse well in English and preferably other languages, in verbal and written format and present and recommend menus to the guest.

· Have a natural, warm smile and a friendly and passionate approach towards guests and handle and resolve challenging situations with guests.

· Create WOW moments to surprise and delight guests in the outlet through gestures and other actions.

· Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs), the MOHG Pillars and the respective service standards of MOQA.

· Proactively gather and record guest’s preference to superiors and act upon them whenever known and maintain the database.