Head Hostess
Found in: beBee S CZ - 1 month ago
Job Number 24033886
Job Category Food and Beverage & Culinary
Location W Prague, Vaclavske namesti 826/25 Praha 1, Prague, Czech Republic, Czech Republic
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management
W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. With us, there’s always more. We dare to deliver a different kind of luxury. One that revels in bold ideas and indulges in the unexpected. We believe luxury is the freedom to be yourself and explore desires: whatever, whenever. Let go, let loose - that’s half the fun.
Our target consumer is The Connector. Our guests are curious, charismatic, free-spirited, and magnetic. They are the spark that makes it happen. The ones who never stop exploring, pulled to the energy of people and places. True to themselves and open to everything. They make the world their own. They bring the crowd together.
W Prague will feature 161 rooms and suites, a rooftop bar and an outdoor terrace, the perfect location for style-savvy locals and guests to enjoy sweeping cityscape views and a fabulous cocktail and culinary experience. The hotel will feature the W Lounge, the brand’s spin on the hotel lobby, along with several restaurants and bars and some ultra-modern event space. In addition, guests are invited to experience the indoor WET pool deck, FIT fitness center and AWAY Spa. Throughout the hotel, the brand’s unique Whatever/Whenever service is always available, delivering whatever they want, whenever they want it.
W is a destination, more than a hotel. An iconic lifestyle brand, offering guests unprecedented insider access to a world of “Wow” through contemporary cool design, fashion, nightlife, celebrities, and entertainment.
JOB SUMMARY
Manages F&B reservations. Manages and provides training and work assignments to Hostesses. Actively up-sells each business opportunity to maximize revenue opportunity. Responsible for driving customer loyalty by delivering service excellence throughout each customer experience.
Answer phones, take dining reservations, and enter diner information into reservation system. Maintain wait list and quote accurate wait time. Make appropriate seating decisions using station rotation chart. Organize seating for large and special needs groups. Greet guests and determine the number in their party. Seat guests by finding a clean, available table; pulling out chairs; placing clean/current menu in front of guest, etc. Guide guests through the dining rooms and provide any needed assistance. Ensure place settings are appropriate and each guest has a napkin, clean silverware, and any other item that is part of the standard place setting. Maintain cleanliness of work areas throughout the day. Monitor dining rooms for seating availability, service, and safety. Communicate with guests and other employees to meet guest needs and ensure staff is working together as a team.
Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees; and serve as a role model. Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
CORE WORK ACTIVITIES
Safety and Security
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
Policies and Procedures
Protect the privacy and security of guests and coworkers.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Follow company and department policies and procedures.
Maintain confidentiality of proprietary materials and information.
Perform other reasonable job duties as requested by Supervisors.
Guest Relations
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Address guests' service needs in a professional, positive, and timely manner.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Thank guests with genuine appreciation and provide a fond farewell.
Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
Assist other employees to ensure proper coverage and prompt guest service.
Communication
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Speak to guests and co-workers using clear, appropriate and professional language.
Provide assistance to coworkers, ensuring they understand their tasks.
Talk with and listen to other employees to effectively exchange information.
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Working with Others
Develop and maintain positive and productive working relationships with other employees and departments.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Support all co-workers and treat them with dignity and respect.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
Physical Tasks
Stand, sit, or walk for an extended period of time or for an entire work shift.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
General Food and Beverage Services
Monitor dining rooms for seating availability, service, safety, and well being of guests.
Assist your and other departments when needed to ensure optimum service to guests.
Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.
Report any employee, guest, and/or vendor incidents and accidents to management and Loss Prevention at the time of the incident and/or accident.
Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen.
Assists Management
- Communicate with guests, other employees, or departments to ensure guest needs are met.
Opening
- Check menus to ensure they are current, clean, plentiful, and wrinkle-free.
Greeting and Seating
Greet guests and determine the number in their party.
Seat guests by finding a clean, available table; pulling out chairs; placing clean/current menu in front of guest, etc.
Thank every guest upon departure, invite them to return, and wish them a fond farewell.
Make appropriate seating decisions using station rotation chart to distribute parties evenly among stations.
Guide guests through the dining rooms and provide any needed assistance.
Move and arrange tables, chairs, and settings and organize seating for groups with special needs with minimal amount of disturbance to other guests.
Maintain wait list and quote accurate wait time to guests, directing guests to appropriate wait area.
Ensure place settings are appropriate and each guest has a napkin, clean silverware, and any other item that is part of the standard place setting.
Organize large groups into smaller, more manageable tables.
Closing
Complete closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, locking refrigerators, restocking items, turning off lights, locking doors, and completing daily cleaning checklist.
Check with captain or supervisor before leaving at end of shift.
Ensure closing etiquette is followed so that guests do not feel rushed (e.g., do not set tables for breakfast while guests are finishing dinner).
Reservations
Answer phones and take dining reservations from guests, ask and record preferences or special requests/occasions, and relay this information to kitchen staff or management.
Enter diner information (e.g., number of guests) into reservation system.
CANDIDATE PROFILE
CRITICAL COMPETENCIES
Interpersonal Skills
Diversity Relations
Customer Service Orientation
Team Work
Communications
Telephone Etiquette Skills
English Language Proficiency
Listening
Personal Attributes
Dependability
Presentation
Stress Tolerance
Positive Demeanor
Initiative
Integrity
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
