Sheraton Xiamen Hotel Job Description

Position: Hostess Grade: 2

2
Department: Food & Beverage Division: F&B Otlet
!eport to: Shi"t #eader

Prepared b$: %ndre& Ho %pproved b$: #ance Oredni'

Job Smmar$:
To meet, greet, seat, treat and ensure guest satisfaction by providing excellent food and
beverage service, in a friendly, competent and professional manner, throughout the
restaurant/bar, using Starwood Care.

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Dties & !esponsibilities:
Maximizing guests experience, !romoting a fun wor" environment and being a team
player.
() Food & Beverage Department
#.#. $utlet Service
%ear appropriate uniforms for the area, as supplied by the hotel.
&reet and seat guest
'emember guests names and address them by their surname.
Ta"e and process food and beverage orders
(ssist all associates to carry out the tas"s according to the S)!, and
comply with the Starwood Care.
Serve *ood ) +everage in a friendly and professional manner.
*arewell the guest
,ocating the guest in the outlet when re-uired
.xplanation of re-uired waiting periods to the guest
$btain *eedbac" from guests regularly
'ecord the guest feedbac"
Maintains a comprehensive set of guest history records.
!resent and finalized accounts
#./. Menu and beverage 0nowledge
&ood command food product and menu "nowledge.
&ood "nowledge ) understanding of *ood !reparation Standard )

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Sheraton Xiamen Hotel Job Description

Position: Hostess Grade: 2
2
Department: Food & Beverage Division: F&B Otlet
!eport to: Shi"t #eader

Prepared b$: %ndre& Ho %pproved b$: #ance Oredni'

!rocedure.
&ood beverage "nowledge
&ood "nowledge of %ines, spirits and Coc"tails
&ood "nowledge of beverage service
#.7. !rovide (dvice on menu
8iscuss menu items and advise guests on menu selection
.xplain the menu items to guests when necessary
Ma"e arrangements for guests with special needs
Coordinate with the "itchen
#.6. (ssist in beverage service
'ecommend and sell drin"s to guests
Ta"e drin" orders
!repare and use coffee ma"ing machine
.xplain the types and styles of wine
(dvise guests on their wine choice
!romote and sell coc"tails to guests
#.4. !atron Care
(dvise guests on alcoholic beverages
9dentify the strengths of alcoholic beverages
(dvise guests on the effects of alcoholic beverages
(ssess level of intoxication of guest and ta"e suitable action
(ssist guests to drin" within appropriate limits
Monitor factors which interfere with the total experience of guests
(dvise guest on the :otels policy on smo"ing
#.3. !repare for *unctions and Service
!repare room/ stations layout for function service
#.;. (ssist in the following $utlet $perations 8uring (ssigned Shifts
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Sheraton Xiamen Hotel Job Description

Position: Hostess Grade: 2
2
Department: Food & Beverage Division: F&B Otlet
!eport to: Shi"t #eader

Prepared b$: %ndre& Ho %pproved b$: #ance Oredni'

Cash handling and ban"ing procedures
8aily ban"ing and cash flow reports
9nstruct staff in cash security procedures
8eal with irregular payment
Monitor standards of guest facilities and services
$utlet service
#.<. (ssist in preparing $utlet for Service
.nsure that the wor" area is clean at all the times
Clean outlet e-uipment
0eep the reception area clean and tidy
(nswer the phone as per the standard !hone answering procedures
Clean the phone and maintain the phones in wor"ing order
Care for the menu and drin" list
Complete and maintain reservations
!repare the table seating plan
Ta"e and record reservations
'ecord and pass information
(rrange special occasions
2) Gest Service*Sales
/.#. &uest Service/ 'elations
Complete the tas" according to the standard ) procedure
8eliver high -uality service to guests
.nsure guest needs and reasonable re-uests are met
See" opportunities to continually improve guest service
'eport any guest feedbac" to the supervisor on duty
(bide by the Starwood Care
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Sheraton Xiamen Hotel Job Description

Position: Hostess Grade: 2
2
Department: Food & Beverage Division: F&B Otlet
!eport to: Shi"t #eader

Prepared b$: %ndre& Ho %pproved b$: #ance Oredni'

.stablish and maintain effective guest relations
To remember and address guests by their names.
0now and recognize regular guests and their needs
8emonstrate effective and appropriate interaction with guests whilst
maintaining a professional approach and image
Communication with guests in a manner which promotes goodwill, trust
and satisfaction
Ta"e appropriate action to resolve guest complaints
To be empowered to handle special re-uests and complains from outlet
guests
/./. Sell and !romote !roducts and Services
1nderstand Starwood S!& plan
Sell the hotel and Sheratons products and services using=selling and
suggestive selling techni-ues
!romote the hotel and Sheraton !roducts and services
Maintain a high level of product and service "nowledge in order to
explain and sell services and facilities to guests
+) ,raining
(ttend all "inds of hotel training
(ttend the department training
!rovide training support to new associates
-) .ompting
6.#. *ood ) beverage Computer !rograms
(ccess and use *ood ) +everage computer programs
+e familiar with using 9nfrasys !$S. system.
Must be "nowledgeable and efficient with all the functions and operations
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Sheraton Xiamen Hotel Job Description

Position: Hostess Grade: 2
2
Department: Food & Beverage Division: F&B Otlet
!eport to: Shi"t #eader

Prepared b$: %ndre& Ho %pproved b$: #ance Oredni'

of the Micros Machine.
Must also be able to process all transactions smoothly and efficiently with
no delays to the guest.
6./. %ord !rocessing
(ccess and use word processing computer pac"ages
/) Sa"et$*.leaning*0aintenance
4.#. Maintain a safe and Secure %or"ing environment
+e aware of duty of care, and adhere to occupational health and safety
legislation, policies and procedures
9nitiate action to correct a hazardous situation and notify supervisors/
managers of potential danger
(dhere to the hotels security and emergency policies and procedures
+e familiar with property safety, current first aid and fire emergency
procedures
,og security incidents and accidents in accordance with hotel
re-uirements
4./. Cleaning/Maintenance !rograms
(dhere to 8epartment cleaning and maintenance programs
.nsure a high level of cleanliness and hygiene is maintained in your area
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Sheraton Xiamen Hotel Job Description

Position: Hostess Grade: 2
2
Department: Food & Beverage Division: F&B Otlet
!eport to: Shi"t #eader

Prepared b$: %ndre& Ho %pproved b$: #ance Oredni'

Job 3no&ledge * S'ill:
#. &ood .nglish s"ills >written ) verbal?
/. Computer operation and familiarity with some software pac"ages, including
Spreadsheet programs.
7. @umerical / calculator efficient/!$S
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2dcation:
:igh School Certificate / Tourism School Certificate
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24perience:
#. Minimum # year *)+ service experiences in 6 Star :otel
/. !revious experience with !$S cashiering

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%dditional S'ill re5ired:
%ell groomed presented cheerful and out going personality
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