Hostess

1 To answer all incoming calls:

-       To ensure all calls are answered straight away after the first ring

-       To conduct all the conversations in a professional, courteous and welcoming manner outlined in the training manual

-       To deal with all kind of enquiries and ensure that callers are transferred to appropriate persons/department

-       To take and pass on any messages to the intended individuals

2 To take all the reservations:

-       To listen and understand all the details of inquiries

-       To be aware of table availabilities for each day in order to respond to inquiries quickly and efficiently

-       To take all the necessary booking details correctly

-       To repeat back the booking details and give further information if required, e.g. address, opening and closing time, last orders, etc

-       To suggest other options in case of no availability

-       To bid a pleasant farewell

3 To deal with all the e-mails and text inquiries:

-       To use professional language and manner set by Muro when answering e-mails or texts

-       To answer all the in-coming e-mails and texts by end of the day if not instantly

-       To keep drafts of e-mails folders up to date

4 To stay informed of events and trends within the hospitality industry and social scene in Bangalore:

-       To be familiar with all the hotels, bars and other organizations we work with

-       To maintain good business relationships with the relevant personnel, e.g. Service Team, Bar Team, Kitchen

5 To be aware of all common knowledge for our operations:

-       Menus we offer food, drinks, wines,  champagne, etc.

-       Opening and closing times

-       Last order times

-       Closure dates

-       Special dates, Christmas, Valentines Day or Buy Outs

-       Name of the personnel within the company and their duties as well as their telephone extension numbers

-       Or any other information you are asked to familiarise yourself with

6 To keep updated versions of menus or forms either as an electronic copy in your computer and/or as a hard copy on your shelf or cupboard

7 To be able to use all the electronic equipment and software:

-       To monitor the waiting time of callers and respond accordingly

-       To assist with compilation of a database for callers, names, regulars, preferences, telephone numbers, etc.

-       To use all the function of computers and software to minimise possible human errors

-       To attend the training sessions as required

8 To open a new booking sheet for 2 months in advance at the beginning of each day

9 To prepare the reservations sheet daily for each lunch and dinner service

10 To prepare the blocking sheet daily for each lunch and dinner service

11 To prepare the sheets for the door host

12 To place orders for cakes and any other special menus items and confirm on the day that these orders will be ready as required

13 To inform via e-mail, text or any means necessary any special information and the summary of lunch and dinner service to relevant people in a correct format and in a timely manner

14 To do all the confirmations:

-       Use phone, e-mail, text or any other method to complete the booking confirmations

-       Include the concept of return times when doing the confirmations

15 To receive “Payment by Absentee forms” and ensuring that they are correctly filled in and complete for us to process the transaction

16 To file all the forms (e.g. credit card details, payment by absentee forms, special order forms, BEOS, past blocking sheets, reservations sheets, etc.) in a correct manner as outlined by Muro

17 To assist and support new recruits on job training

18 To check stock levels of stationery and inform relevant personnel if they need replenishing

19 To shred documents when destroying confidential information (credit card details, special requests)

20 To keep your workspace clean and tidy