Hostess, The Bay

Mandarin Oriental Hotel Group; Dubai; On-site; AED 100,000 - 145,000; Full time

Job summary

Mandarin Oriental Jumeira seeks a Hostess to welcome guests, manage seating, and support exceptional guest experiences. You will explain menus and promotions, handle reservations across channels, and maintain accurate seating plans with a focus on professional service in a luxury hotel environment.

Ideal candidates will have 2+ years in a luxury hotel setting, strong English communication, and a commitment to team collaboration and high standards of appearance and service.

Qualifications

• High School qualification or equivalent preferred.
• Degree or Higher National Diploma in Hospitality/Hotel/Business Management preferred.
• Experience as Hostess in a high-volume restaurant with highest levels of service preferred.
• Minimum 2 years experience working as Hostess in a luxury hotel environment.
• Excellent English communication; Arabic or Russian preferred.

Responsibilities

• Greet guests and escort to seating, ensuring guest delight as primary objective.
• Handle reservations by phone, email or online and update the reservations system per standards.
• Reconfirm reservations by phone or email and coordinate seating with management.
• Maintain accurate table counts and keep reservation system updated.
• Provide menus, explain concepts and promotions to guests.
• Assist with billing tasks as required by hotel standards.
• Attend to guest complaints and refer unresolved issues to Outlet Manager.
• Bid friendly farewell and thank guests for their visit.
• Maintain cleanliness of public areas and ensure uniforms are clean and presentable.
• Support other outlets as needed and communicate clearly with colleagues.
• Inform superiors and kitchen staff of special guest preferences or allergies.
• Be a team player and support service procedures as needed.
• Uphold Mandarin Oriental Jumeira grooming and appearance standards.
• Listen to guests, read body language, and resolve issues while delighting guests.
• Report intoxicated or aggressive behavior to managers or security immediately.
• Communicate well in English; additional languages preferred.

Skills

Customer service

English proficiency

Telephone handling

MS Office

Education

High School diploma or equivalent

Hospitality/Hotel/Business Management degree or diploma

Tools

Table Management System

Job description

As a Hostess you will be responsible for the following duties
Have a very good understanding of the outlet s concept and food and beverage offerings including promotions and be able to verbally explain those to the guests
Display proper and professional phone etiquette and assure that all guest details and requests are clearly registered and communicated
Take reservations by phone by email through internet booking applications and in person and update the reservations system accordingly as per the standards in place
To reconfirm all reservations by phone or email at the set timely standard and schedule the reservations and planned seating arrangements with management prior to service period
Constantly update the reservation system with an accurate table count and ensure to update and reinstate all available tables as soon as possible
Welcome and escort patrons with the overall objective to delight and satisfy each and every guest and if needed she he will assist and reasonably escort and direct the patron to other destinations within the hotel
Ensure accuracy of all menus current spelled correctly clean and presentable and the menu paper is complete and distributed appropriately
Recommend and up-sell the initial beverage offering as per service sequence and forward effectively the order directly to the waiter in the respective station
Perform any tasks related to billing according to hotel standards and cashiering policies if required
Attend to any complaints of comments given by guests and if no resolution can be found refer the matter to the Outlet Manager
To bid friendly farewell to guests and sincerely thank them for their visit
Check that all public areas of the outlet including the bathrooms are kept clean throughout operation times and communicate to superiors or housekeeping colleagues if areas are in not acceptable state
Ensure that the uniform provided is kept clean presentable and in good condition ensuring that personal appearance and hygiene standards are an example for the team and a demonstrate a professional image for our guests
Any other reasonable tasks as assigned by the Outlet Manager including assisting other outlets
Communicate clearly and directly with all colleagues and superiors in order to avoid misunderstandings and other shortfalls caused by lack of communication
Particularly focus on clear communication of all floor plans and seating related matters as well as other requests from guests to related service colleagues
Ensure that superiors and if required kitchen colleagues are informed if any special guest preferences are known such as allergies
Be committed to being a team player proactively cooperating and supporting colleagues in operational tasks including assisting service procedures such as order taking clearing of table or serving food if required
Ensure that Mandarin Oriental Jumeira s grooming and appearance standards are implemented and always maintained to reflect an image of professionalism and care
Listen to every guest and observe body language carefully to be able to understand guest needs and expectations and consistently delight and satisfy every guest
Report critical situations such as intoxicated guests or aggressive behaviour to managers or security immediately
Be able to converse well in English and preferably other languages in verbal and written format and present and recommend menus to the guest
Have a natural warm smile and a friendly and passionate approach towards guests and handle and resolve challenging situations with guests
Create WOW moments to surprise and delight guests in the outlet through gestures and other actions
Ensure customer satisfaction from arrival to departure in accordance with the MOHG Legendary Quality Experiences LQEs the MOHG Pillars and the respective service standards of MOQA
Proactively gather and record guest s preference to superiors and act upon them whenever known and maintain the database
High School qualification or equivalent is preferred.
Degree or Higher National Diploma in Hospitality/Hotel/Business Management is preferred.
Experience as Hostess in a high-volume restaurant with highest levels of service is preferred.
Minimum 2 years experience working as Hostess in a luxury hotel environment.
Ability to understand guest needs and to deliver superior customer service.
Ability to work long hours with a strong focus on operational excellence.
Familiar with Table Management System procedures is preferred.
Knowledge of bar service procedures and standards is preferred.
Ability to understand the flow of service and handle multiple tasks effectively is preferred.
Ability to handle telephone calls and written correspondence properly.
Basic computer skills including MS Office.
Ability to understand effective approaches of communication with different individuals.
Able to communicate clearly with peers and superiors.
Very good verbal and written communication skills in English.
Verbal and written communication skills in Arabic or Russian are preferred.