Department: Food \& Beverage Position: Hostess Reports to: Maitres and Sector Managers Supervises: Service staff of the F\&B department **RESPONSIBILITIES TOWARD THE HOTEL MARBELLA CLUB** * Must know, understand and behave within the hotel (with energy and enthusiasm) in accordance with the history, culture, tradition and spirit that have made Hotel Marbella Club a brand in itself and a destination hotel with a track record and worldwide reputation. Always act as expected from Hotel Marbella Club and its employees. * Must be an ambassador of Hotel Marbella Club both inside and outside the property, always speaking positively about the hotel and any of its areas. * Maintains a high level of communication with hotel employees, especially those with whom they collaborate daily. * Maintains all quality standards specific to Hotel Marbella Club and Leading Hotels of the World. * Strives to create a positive work environment that ultimately reflects in excellent customer service delivered by all employees. * Uses work tools professionally, complying with established regulations. Keeps both their uniform and working areas in perfect condition, even if these areas are not accessible to external guests. * When moving around the hotel, notes defects and reports them to the appropriate personnel in the proper manner. Also reports unclean areas and assists with cleaning whenever possible (e.g., if they see a piece of paper on the floor while walking, picks it up and disposes of the trash without calling housekeeping). * Follows all company policies, procedures and safety guidelines; reports accidents, injuries and unsafe working conditions to the manager; completes safety training and certifications. * Ensures a neat, clean and professional personal appearance. * Maintains confidentiality of proprietary information and protects company assets. * Reports work-related accidents or other injuries immediately to the manager/supervisor after occurrence. * Remains alert, identifies and reports undesirable persons on the property premises. * Protects the privacy and security of guests and coworkers. * Follows property-specific emergency procedures (e.g., evacuations, medical emergencies, natural disasters). * Discusses work topics, activities or issues with coworkers, supervisors or managers discreetly and quietly, avoiding public areas of the property. * Handles sensitive matters with employees and/or owners/guests tactfully, respectfully, diplomatically and confidentially. * Provides assistance to persons with disabilities, including visual, auditory or physical impairments, within established guidelines (e.g., escorting upon request, using verbal descriptions for actions, writing instructions on paper, moving obstacles out of the way, or providing access to Braille or TDD phones). **DEPARTMENTAL RESPONSIBILITIES** * Attends and participates daily in the food \& beverage department briefing. * Communicates to their direct supervisor, in an appropriate manner, any improvement opportunities affecting the hotel, their department, or its mission. * Complies with departmental standards and processes, as well as those applicable to all hotel employees. **JOB-SPECIFIC RESPONSIBILITIES** * Greets and acknowledges all guests according to company standards, anticipates and addresses guest service needs, assists persons with disabilities, and thanks guests with genuine appreciation. Speaks to others using clear and professional language. * Actively listens and responds to guest questions, concerns and requests by using specific brand or property processes to resolve issues, delight guests and build trust. * Presents open menus ensuring the customer feels welcome, answers questions, offers suggestions, guides the customer through restaurant offerings and takes the requested order. * Knows how to explain menu items and preparation methods, assists customers with special dietary needs, and recommends menu options that best benefit the point of sale. * Answers phones using proper etiquette, including answering within three rings, responding with a smile in voice, using caller’s name, transferring calls to the appropriate person/department, asking permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. * Promotes the availability and use of food and beverage outlets to guests through effective on-property marketing. * Takes reservations at different outlets specifying customer name, room number if applicable, number of diners and contact phone number. * Ensures maximum seating capacity utilization by making strategic reservations and confirming diner attendance via email or phone. * Uses credit card form for reservations of six or more guests, emphasizing our cancellation policy with corresponding penalties to minimize no-shows. * Meets deadlines for assigned tasks maintaining a high standard of excellence and meeting the quality standards of a 5-star luxury hotel such as Marbella Club. * Is responsible for responding within a maximum of 24 hours to any client request, internal correspondence or other communications, unless the guest specifies earlier or later timing. * Listens to suggestions from colleagues and superiors to improve work methods and guest service, gaining administrative support as needed to implement suggestions. * Communicates maintenance repair needs to superiors. * Supports and contributes by participating in the design of the annual food and beverage department strategy, ensuring compliance with established objectives. * Ensures fulfillment of quality expectations and standards; identifies, recommends, develops and implements new ways to increase organizational efficiency, productivity, quality, safety, and/or cost savings. * Prepares and reviews written documents (e.g., daily logs, letters, memos, reports), including proofreading and editing written information to ensure accuracy and completeness. * Identifies and reports unsafe work procedures or conditions to management and safety personnel. * Reports to superior if there are employees who are not trained in company core values, job roles, responsibilities and technical and service aspects of the job. * Assists management in setting and communicating goals, performance expectations, schedules and deadlines for change or departmental operations to front desk staff to ensure objectives are met. * Assists other employees to ensure adequate coverage and fast customer service. * Exchanges information with other employees using electronic devices (e.g., mobile phones, radios and email). * Stands, sits or walks for extended periods or throughout an entire shift. * Moves, lifts, carries, pushes, pulls and places objects weighing less than 12 kilograms without assistance. * Reaches above and below knees, including bending, twisting, pulling and crouching. * Performs other reasonable job duties as requested by superiors. Personal Characteristics: * Dynamic, innovative and solution-oriented * Teamwork * Decision-making * Customer service orientation * Diversity / Cultural awareness * Computer skills * Applied reading and writing * High verbal communication * Listening and understanding others * Confidence * Integrity * Adaptability / Flexibility * Stress tolerance * Multitasking * Planning and organization Specific Knowledge: * Extensive culinary knowledge and service protocol. * Broad product, brand and market competition knowledge. * Familiarity with Hotel Marbella Club's computer management systems. Languages: * Spanish * Proficiency in English with a minimum required level of C1 * A third language is a plus Job Requirements: * Education: High school diploma * Relevant work experience: At least 5 years of related work experience * Supervisory experience: At least 2 years of related work experience * Ability to adapt schedule to meet customer and hotel needs * Food Handler’s Certificate * Class B driver’s license