Guest Experience Hostess

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Hostess you are responsible for making the guest feel at home by extending a warm welcome, assisting the guests to sit and later give them a warm send off. To assist in all ways to provide the highest degree of guest satisfaction – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here's what you'll do during a typical day:

As a Hostess, you are responsible for delivering a warm, welcoming, and seamless arrival experience for guests, ensuring efficient seating, accurate communication, and service excellence at all times. You will also be required to demonstrate strong coordination with the Food & Beverage team and uphold Hilton standards. Specifically, you will be responsible for performing the following tasks to the highest standards:

• Manage guest queries in a friendly, timely, and efficient manner
• Welcome guests upon arrival, acknowledge reservations, and escort them to tables
• Provide accurate wait-time estimates and manage guest expectations during busy periods
• Ensure guests feel recognized, valued, and engaged throughout their experience
• Handle guest complaints or concerns professionally and escalate when necessary
• Ensure knowledge of menu and all products
• Follow correct reporting procedures if faced with issues
• Practice Hilton Grooming standards including uniform dress code, cleanliness and personal hygiene
• Assists callers courteously and promptly, taking messages as necessary which are legible and accurate passing them on to the appropriate person without delay
• Has a good knowledge of the bar's sitting arrangements
• Comply with hotel security, fire regulations and all health and safety legislation

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

• Positive attitude
• Good communication skills (oral and written)
• Committed to delivering high levels of customer service
• Excellent grooming standards
• Flexibility to respond to a range of different work situations

• Ability to work on your own or in teams

• Ability to work under pressure in a fast-paced environment

• Conflict resolution and problem-solving skills

• Time management and prioritization skills

• Emotional intelligence and cultural sensitivity

• Professional telephone etiquette

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Minimum of HND / BS.c
• Experience in Food and Beverage/ Guest Experience department and/or industry
• Previous experience of cash handling
• Knowledge of Food Hygiene Regulations

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.