Job Description
As a Host/Hostess, you are expected to deliver the highest standard of service with confidence and professionalism, consistently aiming to exceed guest expectations. You will represent the image of Wild Honey St James and the Sofitel brand, offering a warm welcome and personalized support to all guests.
* Follow all training and standards set by Wild Honey St James and the Sofitel brand, ensuring compliance with mystery guest standards.
* Adhere to the Hostess Standard Operating Procedures (SOPs) and remain up to date on any updates provided by management.
* Maintain impeccable personal grooming and uniform standards at all times.
* Carry out all assigned hostess duties, including guest reception, seating, and guest flow management.
* Assist with administrative and booking-related tasks during quieter periods, ensuring all necessary paperwork and system updates are completed.
* Take and record reservations accurately via phone, email, and in person, responding promptly and courteously to all enquiries.
* Maintain up-to-date and accurate records in the booking system, including guest preferences and special requests, and communicate relevant information to the appropriate team members.
* Confirm all reservations for parties up to 3 people the day before, to minimize cancellations and no-shows and help maximize guest coverage.
* Use the booking system effectively to update guest profiles and create a reliable guest database.
* Ensure clear communication of key booking information to the restaurant and relevant departments.
Financial and Revenue Responsibilities
* Ensure that every breakfast is correctly charged to the appropriate room account.
* Handle payments accurately and in a timely manner, following standard operating procedures.
* When applicable, help maximize revenue by noting opportunities for enhancements (e.g., cakes, decorations, flowers) during the booking process.
Guest Service Responsibilities
* Provide a warm and professional greeting upon guest arrival and ensure a courteous farewell.
* Offer assistance with coats, offer bag hangers to ladies, and pull out chairs as appropriate.
* Use guest information and preferences from booking history to personalize service and enhance the guest experience.
* Contribute to maintaining a pleasant restaurant atmosphere, including the use of room fragrance and candles when needed.
* Monitor restaurant cleanliness and ambiance throughout the shift.
* When possible, follow up on guest satisfaction during busy periods and after the experience via email to build guest loyalty.
Qualifications
Your experience and skills include:
* 1 year customer service experience is an asset
* Must be able to speak, read, write and understand the English language
* Requires good communication skills, both verbal and written
* Must be service oriented and capable of communicating effectively with persons involved in all levels of authority, both internally and externally
* Must possess basic computational ability
* Must possess computer skills, including, but not limited to, Microsoft Word, Excel, and e-mail functions
* Must be able to multi-task and be detail-oriented in a fast paced, high volume environment
Additional Information
Discover a world of unparalleled perks tailored just for you:
* Competitive compensation package, including service charge and annual bonus of £1.300,00 per year.
* Free Stays in the UK or Ireland (4 nights/year) – Create unforgettable memories with your loved ones.
* Employee Benefit Card – Discounted rates at Accor properties worldwide.
* Sofitel Experience – Enjoy a luxurious night at our hotel, complete with a delightful breakfast.
* Complimentary Meals While on Duty.
* Special Rates in F&B, Rooms & Spa – Treat yourself to luxury at unbeatable prices.
* Be Part of the Largest Hospitality Group in Europe.
* Exceptional Training and Development Opportunities through Apprenticeship Program.
* Global Growth Opportunities.
* Employee Assistance Program with 24/7 GP Access – Your well-being is our priority.
* Social Events and Activities.
Bring passion and dedication to excellence, and we will recognise your contribution with a variety of benefits, rewards and development opportunities. We also offer a range of wellbeing initiatives, including apps with content to help you feel at your best. Join us, and you can thrive as an individual as well as being part of a supportive and inclusive team.
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