Hotel Maitre D' (Maitre D'hotel)
| Department |
Reports to
Asst. Restaurant Manager or Restaurant Manager |
Purpose
To create the company experience for guests by greeting and seating them and by processing their bills promptly and courteously |
Constituents
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Indicators of Success
- Achievement of customer satisfaction and loyalty goals
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Areas of Responsibility
- Deliver the company experience for guests.
- Work with the hotel team to create the company experience for guests.
- Create an environment for the guests designed to stimulate all senses through personal services, amenities and experiences.
- Follow up with guests with additional services that enhance the guests’ experience.
- Handle guest requests personally and/or refer as appropriate.
- Demonstrate the hotel values when providing service and teamwork.
- Create luxury for all the senses by greeting and seating guests.
- Welcome guests and make them feel at home.
- Seat guests, provide them with the menu and information about the restaurant.
- Obtain beverages for guests if server is busy.
- Monitor service load throughout outlet and seat incoming parties accordingly.
- Help servers provide service during busy times.
- Follow up with guests throughout their meal to ensure that they are receiving the experience they requested.
- Handle customer inquiries and complaints.
- Process customer bills promptly and accurately.
- Ring up bills accurately.
- Send room charges immediately to front desk for posting.
- Follow hotel cash and credit card handling policies.
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Success Factors
- Focus on the customer: Seek to understand the internal/external customer and meet the needs of both the customer and the company.
- Attend to detail: Ensure that data is accurate and work is thorough, meeting the highest standards.
- Improve continuously: Constantly assess and adapt to current practices to perform a task better, faster or more efficiently.
- Share information: Provide information so that coworkers, customers and suppliers understand and can take action.
- Foster teamwork: Work well in a team environment and motivate teams to sustain exceptional levels of performance.
- Develop self and others: Continually work to develop own capabilities and the capabilities of others.
- Drive for results: Work to achieve high levels of personal and organizational performance in order to meet or exceed objectives.
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Key Skills and Requirements
- Organization: Demonstrate ability to proactively prioritize needs and effectively manage resources.
- Planning: Skillfully determine whether tasks should be attempted, identifying the most effective way of completing the task, and preparing to overcome expected difficulties.
- Outgoing personality
- Well presented
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Download
Hotel Maitre d.doc |