Head Host/Hostess

Company Description

At Sofitel London St James, we redefine luxury by treating a stay as more than just a temporary pause—it's an opportunity for guests to fall in love with a unique blend of refined luxury and playful indulgence. Our commitment to excellence transcends the ordinary, and we invite you to join a team that specialises in transforming stays into enchanting tales. We take immense pride in creating a playfully elegant and meaningful experience for both our guests and ourselves. Our commitment to fostering a workplace culture that values diversity, encourages professional growth, and recognises individual contributions ensures that each team member feels appreciated and empowered in their role. Apply now to embark on a career that transcends expectations and celebrates the art of hospitality.

Job Description

As Head Host/Hostess, you are expected to guide your team in delivering the highest standard of service with confidence and professionalism, consistently exceeding guest expectations. You will uphold and promote the restaurant’s image, offering full support to any guest in need of assistance and setting the standard by leading through example at all times. 

RESPONSIBILITIES

• To ensure all hosts and hostesses are trained to Wild Honey St James and Sofitel brands standards and follow up in order to be in compliant with the mystery guest report
• Keep up to date Hostess SOP’s for new starters, share it with the rest of the team
• To ensure grooming are respected by hostess team
• To ensure all hostesses duties are met
• To ensure all reports, paperwork and office work are consistently done outside busy operation period
• Take and record bookings via telephone, email and deal promptly with all enquiries
• Keep up to date and accurate all bookings in the booking systems and follow up any guest special request and pass it to the right person, close shift if needed to avoid overbooking
• Put in place a confirmation tracker for every single reservation up to 3 people the day before in order to avoid cancellation or no show and maximize bookings
• Utilise booking system to its full potential, creating database and updating regular guests’ profile
• To ensure all important bookings information are communicated, every detail is important and ensure the communication between ambassadors in between departments.
• To carry out any reasonable request made by the management

Financial and Revenue Responsibilities

• To make sure that every breakfast is charged correctly onto the correct room account
• To make sure all payments are accurately dealt with in timely manner and to standards
• To maximize the revenue when bookings proposal especially PDR and large groups (e.g. aperitif, extra needs as cake, decoration, flowers…)
• Fully responsible for cashing up duties

Guest Service Responsibilities

• Greeting and farewell are the most important sequences of service from a guest point of view
• Be always willing to offer assistance with coats, offer a bag hanger to all ladies and pull the chair
• Hostesses use relevant information and preferences from the Guest history profile or from the booking to personalize Guest experience and create opportunities for Cousu Main.
• Make sure the atmosphere in the room is always pleasant (use room freshener and candles when needed) and ensure the cleanliness of the restaurant at all times
• Follow up the guest satisfaction during busy times and after guest experience by email to create loyalty and generate revenue in the future

Qualifications

• Proven experience in a Host/Hostess role in a five-star hotel or luxury dining restaurant for at least 2 years.
• Good leadership and interpersonal skills.
• Excellent organizational and multitasking abilities.
• Exceptional customer service and communication skills.
• Ability to remain calm and professional in high-pressure situations.
• Knowledge of reservation systems and basic computer skills.
• Flexibility to work evenings, weekends, and holidays as needed.

Additional Information

Discover a world of unparalleled perks tailored just for you:

• Competitive compensation package, including service charge and annual bonus of £1.300,00 per year.
• Free Stays in the UK or Ireland (4 nights/year) – Create unforgettable memories with your loved ones.
• Employee Benefit Card – Discounted rates at Accor properties worldwide.
• Sofitel Experience – Enjoy a luxurious night at our hotel, complete with a delightful breakfast.
• Complimentary Meals While on Duty.
• Special Rates in F&B, Rooms & Spa – Treat yourself to luxury at unbeatable prices.
• Be Part of the Largest Hospitality Group in Europe.
• Exceptional Training and Development Opportunities through Apprenticeship Program.
• Global Growth Opportunities.
• Employee Assistance Program with 24/7 GP Access – Your well-being is our priority.
• Social Events and Activities.

Bring passion and dedication to excellence, and we will recognise your contribution with a variety of benefits, rewards and development opportunities. We also offer a range of wellbeing initiatives, including apps with content to help you feel at your best. Join us, and you can thrive as an individual as well as being part of a supportive and inclusive team.

Let your passion shine, visit careers.accor.com