Hostess at Domeo Resources International (DRI)

Main Function

• The Fine Dining Restaurant Hostess is responsible for creating a warm, elegant, and memorable first impression by welcoming guests, managing reservations, coordinating seating arrangements, and ensuring a seamless arrival and departure experience. The role serves as the face of the restaurant and plays a vital role in delivering exceptional guest experiences that reflect the superior luxury standards of the hotel.
• The ideal candidate must possess excellent communication skills, a polished appearance, exceptional interpersonal skills, and a passion for delivering world-class hospitality.

Role Responsibilities
Guest Reception and Welcome:

• Welcome guests warmly and professionally upon arrival.
• Escort guests to their tables and ensure they are comfortably seated.
• Provide a courteous farewell and thank guests as they depart.
• Maintain a professional, friendly, and welcoming attitude at all times.

Reservation Management:

• Manage restaurant reservations using the hotel's reservation system.
• Confirm bookings and accommodate special guest requests where possible.
• Monitor reservation schedules to maximize table occupancy and guest satisfaction.
• Coordinate walk-in guests while ensuring efficient table allocation.

Seating Coordination:

• Manage table assignments to optimize restaurant flow and service efficiency.
• Coordinate seating arrangements with the Restaurant Manager and service team.
• Ensure VIP guests, repeat guests, and guests with special requests receive priority attention.
• Maintain accurate waitlists during peak periods and communicate waiting times professionally.

Guest Relations:

• Engage with guests to ensure they are comfortable and satisfied with their dining experience.
• Respond to guest enquiries regarding menus, restaurant services, and hotel facilities.
• Address minor guest concerns promptly and escalate complex issues to the Restaurant Manager.
• Build positive relationships that encourage repeat visits.

Communication and Coordination:

• Liaise closely with servers, captains, kitchen staff, and the Restaurant Manager to ensure smooth service delivery.
• Communicate guest preferences, dietary restrictions, allergies, and special occasions to the service team.
• Support the coordination of private dining events, celebrations, and VIP functions.

Restaurant Presentation:

• Ensure the reception desk and waiting area are clean, organized, and elegantly presented.
• Monitor the appearance of menus, reservation materials, and guest reception areas.
• Ensure the restaurant entrance reflects the hotel's luxury standards.

Guest Feedback and Service Recovery:

• Obtain guest feedback regarding their dining experience.
• Promptly report guest comments and complaints to management.
• Participate in service recovery efforts to enhance guest satisfaction.

Administrative Responsibilities:

• Maintain accurate reservation records and guest profiles.
• Prepare daily reservation reports and seating plans.
• Assist in maintaining records of VIP guests and repeat patrons.
• Perform other administrative duties assigned by management.

Key Performance Indicators (KPIs)

• Guest satisfaction scores
• Reservation accuracy and efficiency
• Table turnover and seating efficiency
• Guest waiting time management
• Number of guest complaints relating to reception or seating
• Repeat guest recognition and satisfaction
• Compliance with luxury hospitality standards
• Professional grooming and appearance compliance
• Accuracy of reservation records
• Team collaboration and communication effectiveness

Experience / Qualification

• Bachelor's Degree, HND, OND, or Diploma in Hospitality Management, Tourism, Business Administration, or a related discipline.
• 2–4 years experience in a hostess, guest relations, front office, or customer service role.
• Experience in a luxury hotel, fine dining restaurant, or premium hospitality establishment is highly desirable.
• Knowledge of restaurant reservation systems and hospitality software is an added advantage.
• Professional training in customer service or hospitality is an added advantage.

Competencies / Skills:

• Excellent customer service and guest relations skills
• Strong communication and interpersonal abilities
• Exceptional telephone etiquette
• Knowledge of fine dining etiquette and luxury hospitality standards
• Strong organizational and multitasking skills
• Ability to manage reservations and guest flow efficiently
• Proficiency in Microsoft Office and restaurant reservation systems
• Attention to detail and professional grooming.

Behavioural Qualities / Other Competences:

• Professional, elegant, and well-groomed appearance
• Friendly, courteous, and approachable personality
• High level of emotional intelligence
• Strong attention to detail
• Calm and composed under pressure
• Positive attitude with excellent teamwork skills
• High level of integrity and professionalism
• Strong commitment to guest satisfaction.