Work efficiently according to the established concept statement, providing warm and genuine service delivered with passion and dedication, exceeding guests’ expectations always. Ensuring the smooth running of the department, managing the restaurant bookings during the shifts, taking complete ownership of the reception function. Manage guest relations, handle all reservations and booking enquiries in order to maximize the business. The goal is to maintain efficiency during service through planning, preparation, adapting to the needs of the moment and through excellence of knowledge.
Essential Duties and Responsibilities
Guest satisfaction
- Ensures to deliver the brand promise and always provide exceptional guest service.
- Exercise responsible behavior at all times and positively represent the restaurant team and Rosewood Hotels & Resorts
- Ensures that all guest and associate complaints are resolved in a quick and efficient manner.
- Maintains positive guest and associate interactions with good working relationships.
- Execute and supports guest service standards and hotel brand standards.
- Execute exemplary guest service to drive guest satisfaction and loyalty by assisting the guest and ensuring their satisfaction before and during their experience within the restaurant.
- Understand guest needs and recommend the appropriate features and services that best meet their needs and exceed their expectations, while building a continuing relationship and loyalty to the brand.
- Greet guests and seat guests accordingly.
- Inform the team of special attention guests/ SAGs.
- Provide excellent service to all associates in other departments as appropriate.
- Establish rapport with guests maintaining good guest relationships.
- Ensure regular guests are recognised and greeted accordingly.
- Work closely with other restaurant associates in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
- Answer all incoming calls using the correct telephone etiquette, promptly and courteously and ensure all telephone messages are accurate.
- Provide up to date and accurate information on the restaurant, menus, and the hotel offerings.
- Assist in maximising table occupancy and filtering the clientele.
- Be always aware of future booking constraints.
- Be fully aware of special table allocations and restrictions on policies.
- Monitor and trace all confirmations by phone or email and keep a record of those in an organised manner.
- Ensure all credit card details are taken or other payment methods when necessary and dealt with in the correct manner.
- Attend briefings, tastings, and core training to fully understand and know product and menu items, completes assessments and tests.
- Understand the flow of service during service periods and flex the roles as and when required.
- Understand and follow opening and closing checklists.
- Perform the function of cashier and responsible for Micros cashiering procedure.
- Balance cash and credit card charges and remittance of cash to back office safe.
- Check the bookings on Open Table and print a booking sheet for the briefing.
- Ensure all reservations are communicated to the manager or supervisor on duty in a detailed handover.
- Efficiently manage guests' arrivals and departures by keeping booking system updated.
- Acknowledge and welcome all arriving guests and bid farewell to all departing guests leaving them with a good and professional lasting impression.
- Maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
- Grow and improve skills and abilities through the appropriate training, assessment and performance.
- Be creative and innovative and contribute to the success of the operation.
- Inform the Restaurant Manager/ Assistant Manager of special attention guests/ SAG’s. Manage stationery and menus in the restaurant.
- Respond to changes in the Food and Beverage function as dictated by the industry, company and hotel.
- Ensure that you know the daily occupancy rate of the hotel, the number of arrivals and departures, SAGs guests.
- Be familiar with all the services/characteristics and sites of interest/activities in the neighborhood, current or upcoming events in Doha (festivals, cultural events) to answer precisely to guest requests.
- Comply and adhere to the Rosewood company policies.
- Take on other tasks in addition to the ones stated, in a reasonable framework.
- Be a "brand ambassador" at all times and ensure brand integrity and clarity are always maintained.
- Model the company’s culture, vision, mission and core values at all times.
- Review Forbes / Rosewood Brand standards and quality standards (LQA) on a regular basis and ensure they are maintained and delivered at all times.
- Ensure new technology and equipment is embraced, improving productivity whilst taking work out of the system.
- Establish and maintain an inclusive environment by ensuring effective two ways communication processes are set up (individual reviews, regular departmental meetings).
Whist working for the company there will be access to a wide variety of confidential information concerning the company, guests, and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and associates, unless otherwise stated.
Health & Safety
- Be aware of and comply with safe working practices as laid down under the Health and Safety rules, regulations, and procedures as applicable to your place of work. This will include your awareness of any specific hazards at your workplace.
- The wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory.
- Report any defects in the building, plant or equipment according to hotel procedure.
- Ensure that any accidents to associates, guests or visitors are reported immediately in accordance with correct procedures.
- Attend Statutory Fire, Health & Safety training and be fully conversant with and abide by all rules concerning Fire, Health & Safety.
- Be fully conversant with:
- Regulations
- Risk Assessments for your department
- Hotel Fire & Bomb Procedures
- The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.
- As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.
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