Hostess

We aim to craft long-lasting memories, starting with you transforming the first impression into a carefully curated welcome experience for our guests. Your knowledge and natural calmness create an exceptional service flow in which the guests can trust your guidance. You are the connection between guests and your service colleagues, while understanding that delicately communicating is key to curate an unforgettable guest experience.

• To collect name cards for database.
• Create unforgettable welcome experiences and thoughtful farewells for our guests, by tailoring guest interactions according to individual guests’ needs.
• You built guest engagement by being compassionate and showing honest interest, while maintaining a professional level of discreteness. Carefully listen to guests, which gives you valuable information that she can use to improve the overall guest satisfaction.
• To work closely with the Supervisor, Restaurant Manager and colleagues to ensure all guests are greeted properly and their tables assigned are appropriately set up and timely.
• Handle table reservations, control the flow and seating of guests, and performing the hostess’ duties in a manner consistent with the Hotel’s Quality Service Standards.
• Know the number and location of all tables and ensure proper seating of guests with consideration given towards workload, reservations and preference of guests.
• Professional in using “Table check”.
• You have the knowledge to operate Opera System, sort out Guest in House report, VIP of the day and IHG Member list and share the information to all colleague before operation time.
• Know how to use and communicate effectively via walkie talkie.
• You have extensive knowledge about activities in InterContinental and the rest of Ha Long Bay, allowing you to give guests recommendations in order to optimize overall guest experience
• Always live up to the standards set by the InterContinental brand, by assuring you know the standard operating procedures and making sure that they are respected.
• You know the Forbes Travel Guide Standards that are applicable for restaurants & bars and you ensure that you implement them within the service processes.
• You pay attention to small details, which visually expresses in a spotlessly clean workspace, outstanding services and a well-groomed appearance.
• Report for duty on time, neatly groomed and in a clean and proper uniform. Do not consume any alcohol while on duty.
• You possess the knowledge and are empowered to solve problems on the spot, but you also know when to ask for assistance from colleagues. Always follow up on guest issues and report occurred concerns to the management.
• Constantly be conscious of smoking and non-smoking areas and preferences of guests.
• Must be familiar with the work nature and responsibilities of all servers.
• Answer phone queries in a courteous and prompt manner and takes reservations with given consideration to guests’ preferences.
• Check, update and follow-up on events and reservations daily.
• Receive information and create a list of customer preferences from service staff.
• Check, advice and co-ordinate with the stations’ captains on daily events, special requests and arrangement.
• Demonstrate thorough knowledge of the menus and beverage list as well as the hotel’s activities to ensure clarifications given to guests’ queries.
• Present the menus and able to make recommendations.
• Assist in taking the beverage orders whenever necessary.
• Assist in F&B service whenever possible.
• Interact with guests and obtain feedbacks.
• Evaluate operations and procedures and suggest improvements to Supervisor/Manager.
• Print bill, check thoroughly before presenting and accept payment.
• Handle billing and other related report of cashier.
• Gives all guests a friendly “Goodbye” or ‘Thank you” as guests depart outlet.
• Remember the guests’ names and address them by their names if possible.
• Contact Concierge and follow up when calling buggy to pick up guests from the restaurant.
• Operate the Micros POS System effectively.
• Perform cashier-related tasks.
• Maintain good communication with all other hotel departments.
• Create a sound and strong working relationship with all staff.
• Keep the manager informed on all items of interest.
• Enquire guests’ satisfaction and handle guests’ complaints.
• Photocopy the required documents for reference and training.
• Replenishment of forms at hostess stand and office.
• Check and follow-up on any defects of the restaurant.
• Check on the cleanliness of the restaurant.
• Report guest incidents and lost and found items to the Supervisor/Manager.
• Up sell and cross sell other F&B outlets in the hotel.
• Ensure daily delivery of required newspapers by bell counter.
• Ensure the hostess stand is neatly arranged, well stocked and clean all the times.
• Menu covers are clean without stains and menu inserts are clean and crisp free.
• Maintain cleanliness of food tags and good arrangement in appropriate boxes.
• Printing and making of food tags whenever necessary.
• Check with the kitchen everyday about changing dishes on the buffet counter and prepare all food tags properly.
• Control, preserve and clean related tools to ensure operation: nameplates, nameplate holders, blackboards, ....
• Maintain adequate supply of stationeries at hostess stand and office.
• Must be familiarized with all hotel policies and procedures in reference to training, safety and security.
• Assist Supervisor/Manager to keep traces on guest history profiles.
• Participate with positive approach towards training and daily briefing. Realize the importance of team spirit to ensure that fellow colleagues are pursuing a unified standard of service.
• Read the communication file and notice board daily.

• Competitive salary / Mức lương hấp dẫn
• At least 14 annual leave days/year./ Tối thiểu 14 ngày phép/năm
• Monthly Service charge./ Phí dịch vụ theo tình hình doanh thu hàng tháng.
• 100 % salary and immediate Social Insurance enjoyment during probationary period./ Hưởng 100% lương & tham gia BHXH ngay trong thời gian thử việc.
• Accident Insurance (24/7) & Bao Viet Healthy Insurance enjoyment as per IHG policy./ Bảo hiểm tai nạn 24/7 và bảo hiểm sức khỏe Bảo Việt theo chính sách của IHG.
• 13th month salary/ Chế độ thường thường niên (lương tháng 13)
• Birthday gifts and Internal Service Discount in accordance to IHG and resort's policy./ Quà sinh nhật và ưu đãi dịch vụ nội bộ theo chính sách của IHG và khu nghỉ dưỡng.
• Enjoys IHG's special offer for internal employee./ Hưởng các ưu đãi đặc biệt của IHG dành cho nhân viên nội bộ.

Qualifications

High School.

Experience

Food service experience with general knowledge of restaurant operations preferred 1- or 2-years’ experience recommended