Hostess

Place of Work:

Food & Beverage Outlet

Scope and General Purpose of Job:

To ensure guests are provided with professional and courteous services according to Hyatt's standard.

Responsible to:

Assistant Manager Outlet

Outlet Manager

Main Duties

Customer Service

• Ensures the delivery of brand promise and provides exceptional guest service at all times.
• Provides excellent service to internal customers in other departments as appropriate.
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Maintains positive guest and colleague interactions with good working relationships.
• Establishes a rapport with guests maintaining good customer relationships.

Operational

• Ensures that minimum brand standards have been implemented.
• Embraces all Touches of Hyatt and the Food and Beverage Top 20.
• Responds to the results of the Consumer Audit and ensures that the relevant changes are implemented.
• Works closely with other Outlet employees in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Works in a supportive and flexible manner with other departments, in a spirit of We work through Teams.
• Greets customers and seats guests accordingly.
• Computes bill according to items consumed by guests.
• Presents checks/ bill showing amount due.
• Makes change, cashes checks, and issues receipts to guests.
• Records amounts received and prepare reports of transactions.
• Reads and records totals shown on cash register tape and verifies against cash on hand.
• Quotes price and describe features of items for which money is received.
• Makes necessary checks needed for specific function.
• Makes daily transactions on his/ her shift.
• Gives cash refunds or issues credit memorandums to customers for returned merchandise.
• Fully conversant with all aspects of the Micros System.
• Operates cash register by passing price coded items across electronic scanner to record price, compiles printed list, and displays cost of customer purchase, tax, and rebates on monitor screen.
• Verifies cash received ensuring only genuine money been collected.
• Verifies all credit cards presented by guest before to validity of the card.
• Strictly adheres to all policies and procedures issued by the Finance with regards to cashiering and cash handling.
• Reports and explains any discrepancies in outlet checks, daily transactions and reports.
• Verifies all credit cards presented by guest before to validity of the card.
• Strictly adheres to all policies and procedures issued by the Finance with regard to cashiering and cash handling.
• Have a thorough knowledge and understanding of all Food and Beverage items in the menu and the ability to recommend Food and Beverage combinations and up sell alternatives.

Personnel

• Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt's Values and Culture Characteristics.

Other Duties

• Understands and strictly adheres to Rules and Regulations established in the Employee Handbook and the hotel's policies concerning fire, hygiene, health and safety.
• Ensures high standards of personal presentation and grooming.
• Exercises responsible behavior at all times and positively representing the hotel and Hyatt International.
• Responds to changes in the Food and Beverage function as dictated by the industry, company and hotel.
• Attends training sessions and meetings as and when required.
• Carries out any other reasonable duties and responsibilities as assigned.