Hostess

Role overview

The Hostess is responsible for handling restaurant reservations, keeping the booking system accurate, and maintaining guest preference records. The role also includes greeting and escorting guests, supporting outlet operations when needed, and working across both IZU and IZU Bistro because of the close connection between the two venues.

Key responsibilities

• Follow all company and hotel policies, procedures, and operating standards at all times.
• Ensure business decisions and daily conduct align with legal, regulatory, and code-of-conduct requirements.
• Actively support learning and development initiatives.
• Protect confidential information, including guest, colleague, and hotel data, and never disclose it without proper authorization.
• Use hotel computers, internet, and network access appropriately and avoid prohibited activities such as gambling, chat rooms, or pornography.
• Comply with Safe, Sound and Sustainable policies and procedures.
• Follow the social media policy and take personal responsibility for anything posted online.
• Help maintain a workplace free from harassment and discrimination of any kind.
• Carry out additional operational duties assigned by management.
• Develop a strong understanding of the outlet concept, food and beverage menu, and promotions so these can be explained clearly to guests.
• Accept reservations via phone, email, online booking tools, and in person, then update the reservation system accurately and reconfirm bookings by phone or email.
• Plan seating and reservation schedules with management before each service period.
• Keep the reservations system current by maintaining accurate table counts and reopening tables as soon as they become available.
• Offer suitable alternatives when the outlet is fully booked, including waiting options where appropriate.
• Welcome guests warmly, escort them to their tables, and work to create an excellent arrival experience.
• Check that menus are accurate, clean, complete, and presentable.
• Suggest and upsell the first beverage offering and communicate orders promptly to the relevant waiter.
• Assist with billing and cashiering tasks when required and in line with hotel standards.
• Handle guest complaints carefully and escalate unresolved issues to the outlet manager.
• Thank guests sincerely and offer a friendly farewell at departure.
• Monitor the cleanliness of public areas, including restrooms, and report issues to superiors or housekeeping when needed.
• Support both IZU and IZU Bistro depending on business needs and operational priorities.
• Keep the uniform clean and in good condition and maintain a polished personal appearance and hygiene.
• Perform other reasonable tasks assigned by the outlet manager, including support for other outlets.
• Communicate clearly with colleagues and managers, especially regarding floor plans, seating arrangements, guest orders, and special requests.
• Share known guest preferences, including allergies, with restaurant management and kitchen colleagues when necessary.
• Work collaboratively as part of the team, including helping with order taking, clearing tables, and serving food when required.
• Maintain IZU’s grooming and presentation standards consistently.
• Observe guest behavior carefully, listen actively, and respond to guest needs with sensitivity.
• Speak and write English well, and preferably additional languages, to present and explain menus effectively.
• Maintain a warm, friendly, and professional manner and handle difficult guest situations with care.
• Create memorable guest experiences through thoughtful gestures and actions.
• Deliver customer satisfaction from arrival to departure in line with the required service standards and quality experience framework.
• Record guest preferences and communicate them to supervisors so they can be acted on whenever possible.

Additional information

The employer may add, remove, change, or update job duties and responsibilities at its discretion, with appropriate notice.