Job Description

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The Restaurant Hostess is responsible for assuring all guests are greeted and treated with excellent hospitality. Administrates restaurant reservations and controls the flow of guests into the restaurants.

ESSENTIAL FUNCTIONS

• Assist with achieving departmental guest satisfaction targets and food and beverage revenues by controlling guest flow and seating to achieve maximum turns in the outlets.
• Complies with all company policies, rules and regulations.
• Follows and is compliant with all Public Health rules and regulations.
• Ensures that podium and reservation desk is properly set-up for each meal period and for the expected levels of business.
• Take restaurant reservations according to company guidelines.
• Answers telephones and manages guest’s dining requests (i.e. special occasion, dietary requirements, seating preferences, etc.)
• Manages reservations and seating with a computerized reservation and table management system.
• Initiates and maintains wait lists.
• Guide and direct escort teams in the main restaurants.
• Ascertains dining experience satisfaction as guests leave the restaurants.
• Ensures that podium and reservation desk is properly organized and restocked at the end of each meal period and or shift.
• Responsible for securing reservation system laptop at the end of each meal period.
• Ensures restaurant maintenance needs are communicated to Restaurant Management.
• Performs other related duties as assigned or as directed. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.
• Must be familiar with the Safety and Environmental Protection Policy and the SMS, and carry out the policies and procedures appropriate for his/her position.

DIMENSIONS

• Must be able to manage seating in restaurants that vary in capacity from 60 to 600 seats.
• Must be able to manage a wait list that can contain up to 50 parties and wait times over 30 minutes.
• Must be able to utilize a computerized reservation and table management system.
• Must be able to direct and instruct an escort team comprised of up to 6 team members.
• Must be able to frequently interact with guests to keep them informed of seating status.

NATURE AND SCOPE

• Must be able to read, write and converse in English.
• Requires excellent organizational and time management skills.
• Must be able to work under pressure.
• Must have excellent telephone etiquette.
• Must be detail-oriented.
• Must have excellent internal and external customer service skills.
• Must have an energetic and outgoing personality.
• The incumbent must be able to work in a multi-cultural environment; also, must be able to adjust to changes in schedules, assignments and deadlines.

QUALIFICATIONS

• Minimum six months experience as a Waiter/Assistant Waiter on a large cruise ship or six months working experience as a Host/Hostess for a shore side restaurant is required.
• Basic to Intermediate skills using computerized reservation and/or table management systems is preferred.
• Intermediate to Advanced level English verbal and writing skills, including the proper use of English grammar is required.

EDUCATION

• High School Diploma or Foreign Equivalent is required.
• Certificate of completion in safety, environmental, public health and sanitation regulations and procedures from a recognized institution is required.

ATTRIBUTES

• Proactive, Team Player, Problem Solver
• Passionate about hospitality and customer service driven
• Must have a professional appearance and good hygiene
• Respect for all co-workers and guests
• Pride in your work by creating positive energy, excitement and fun
• Able to work 7 days a week
• Demonstrate positive behaviors; smiling, being polite and courteous
• Able to develop a camaraderie with team members
• Ability to live in close quarters, share limited space with other cabin-mates

EQUAL OPPORTUNITY EMPLOYER
It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.