Japanese Hostess

POSITION SUMMARY:

The Hostess is responsible for creating an exceptional first and last impression for guests, delivering a warm, personalized, and seamless welcome aligned with the Company's vision, service standards, and objectives. This role plays a critical part in the overall guest experience by ensuring professional reception, efficient reservation management, thoughtful seating arrangements, and proactive guest relations.

The Hostess is expected to uphold the highest standards of hospitality in a luxury restaurant and bar environment, with a strong emphasis on Michelin-level service, Forbes 5-Star standards, and guest satisfaction. The role requires excellent communication, refined presentation, attention to detail, and the ability to anticipate guest needs while maintaining the restaurant's reputation for excellence.

PRIMARY RESPONSIBILITIES

1. Guest Reception & Restaurant Operations

• Welcome and acknowledge all guests warmly and professionally, creating an outstanding first impression consistent with luxury hospitality standards.
• Manage guest arrivals, reservations, walk-ins, waiting lists, and seating arrangements efficiently to ensure a smooth and organized restaurant operation.
• Coordinate table assignments and seating plans in collaboration with the Restaurant Manager and service team to optimize table utilization and guest flow.
• Maintain accurate reservation records, guest profiles, special requests, dietary notes, VIP preferences, and relevant guest history in the reservation system.
• Monitor reservation status, table availability, dining duration, and guest flow to minimize waiting times and maximize operational efficiency.
• Ensure all reservation, telephone, email, and other guest inquiries are handled promptly, courteously, and professionally.
• Maintain an impeccable hostess station, reception area, entrance, and waiting area, ensuring cleanliness, organization, ambiance, and presentation reflect luxury standards.
• Ensure strict adherence to grooming, personal hygiene, uniform, and professional presentation standards at all times.
• Demonstrate thorough knowledge of the restaurant's concept, menu, opening hours, operating procedures, promotions, special events, and facilities.
• Communicate effectively with the Restaurant Manager, service team, Culinary team, and other relevant departments regarding reservations, VIP arrivals, special occasions, and guest requirements.
• Support the smooth coordination of restaurant operations during peak periods, special events, and high-volume service.
• Ensure accurate and timely completion of reservation records, guest feedback logs, shift handovers, and other required operational documents.
• Identify opportunities to improve reservation procedures, guest flow, and front-of-house efficiency through effective use of technology and systems.
• Uphold Forbes 5-Star service standards and contribute to initiatives that strengthen guest satisfaction and the restaurant's online reputation, including Dianping ratings.

2. Guest Relations & Personalized Service

• Deliver personalized, attentive, and anticipatory service that reflects Michelin-level hospitality and luxury guest expectations.
• Recognize returning guests, VIPs, regular patrons, and guests celebrating special occasions, ensuring appropriate acknowledgment and personalized attention.
• Build rapport with guests through professional communication, cultural awareness, discretion, and genuine hospitality.
• Anticipate guest needs and respond promptly to requests, concerns, and special arrangements.
• Handle guest complaints, reservation discrepancies, seating concerns, and service recovery situations professionally, escalating issues to the Restaurant Manager when necessary.
• Collect guest feedback and communicate relevant insights to management to support continuous improvement.
• Maintain confidentiality and discretion when handling guest information, VIP profiles, personal preferences, and reservation details.
• Support guest loyalty initiatives through accurate guest database management and appropriate follow-up in accordance with company policies.
• Ensure departing guests receive a warm and gracious farewell, reinforcing a positive and memorable dining experience.
• Maintain strong working relationships with internal partners, including Casino, Concierge, Hotel, Culinary, and other relevant departments, to facilitate seamless guest experiences.

3. Communication & Team Collaboration

• Maintain clear, timely, and professional communication with the Restaurant Manager and front-of-house team throughout each shift.
• Conduct effective shift briefings and handovers relating to reservations, VIP guests, special occasions, table status, and operational priorities.
• Coordinate closely with service colleagues to ensure guests are seated appropriately and service teams are prepared for incoming arrivals.
• Communicate guest preferences, allergies, special requests, and important reservation details accurately to the relevant team members.
• Support a culture of teamwork, respect, accountability, and service excellence.
• Assist in training new hostesses and sharing best practices in guest engagement, telephone etiquette, reservation management, and luxury service standards.
• Remain calm, composed, and professional when managing multiple priorities, unexpected changes, and high-pressure service situations.
• Demonstrate initiative and flexibility in supporting the overall operation and achieving departmental objectives.

4. Brand Standards & Continuous Improvement

• Consistently uphold the restaurant's brand identity, service philosophy, and luxury hospitality standards.
• Demonstrate detailed knowledge of Japanese dining etiquette, cultural sensitivities, and appropriate guest interaction practices.
• Maintain a polished, elegant, and professional demeanor appropriate to a high-end Japanese restaurant.
• Participate in service training, briefings, performance reviews, and quality assessments to continuously enhance personal performance.
• Support management in preparing for internal audits, Forbes evaluations, mystery guest assessments, and other service quality inspections.
• Contribute ideas to enhance the guest journey, reservation experience, service personalization, and overall customer satisfaction.
• Support initiatives aimed at maintaining high guest satisfaction scores, positive online reviews, and strong Dianping ratings.

KEY PERFORMANCE INDICATORS (KPIs)

• Guest Satisfaction: Guest feedback, satisfaction scores, compliments, complaints, and service recovery effectiveness.
• Reservation Management: Reservation accuracy, handling of special requests, table allocation efficiency, and minimization of seating errors.
• Service Excellence: Compliance with Michelin-level service expectations, Forbes 5-Star standards, grooming requirements, and restaurant service procedures.
• Guest Relations: Quality of guest engagement, recognition of returning guests and VIPs, personalization, and guest database accuracy.
• Operational Efficiency: Guest waiting times, seating coordination, communication accuracy, and smooth management of guest flow.
• Brand Reputation: Contribution to positive online reviews, high Dianping ratings, and overall restaurant reputation.
• Teamwork & Communication: Effectiveness of shift handovers, interdepartmental coordination, and collaboration with the front-of-house team.
• Professional Development: Completion of required training, improvement in service competencies, and demonstrated commitment to continuous learning.

QUALIFICATIONS

Experience

• Minimum of 1–3 years of experience in a hostess, guest relations, reception, or front-of-house role within a luxury hotel, fine-dining restaurant, or premium hospitality establishment.
• Experience in a five-star hotel, Michelin-starred restaurant, or high-end Japanese dining environment is highly preferred.
• Demonstrated ability to manage reservations, guest seating, VIP arrangements, and guest inquiries in a professional hospitality setting.
• Previous experience in luxury guest relations or a Forbes-rated establishment is an advantage.

Education

• Diploma or degree in Hospitality Management, Hotel and Restaurant Management, Tourism Management, or a related discipline is preferred.
• Equivalent professional training or relevant hospitality experience will also be considered.

Skills / Competencies

• Excellent interpersonal, communication, and guest engagement skills.
• Fluent in English; proficiency in Cantonese and Mandarin is an advantage.
• Strong organizational skills, attention to detail, and the ability to multitask in a fast-paced environment.
• Proficiency in reservation management systems, point-of-sale systems, email, and standard office applications.
• Strong telephone etiquette, professional writing skills, and confidence in handling guest inquiries.
• Ability to remain composed, courteous, and solution-oriented when dealing with demanding guests or unexpected operational challenges.
• Good knowledge of luxury hospitality etiquette, guest privacy, and professional grooming standards.
• Strong teamwork skills and the ability to coordinate effectively with multiple departments.
• A proactive, service-oriented mindset with a genuine passion for delivering exceptional guest experiences.

ADVANTAGEOUS SKILLS

• Fluency in English and Chinese; Japanese language proficiency is an advantage.
• Previous experience in a Michelin-starred Japanese restaurant, luxury hotel, or internationally recognized fine-dining establishment.
• Familiarity with Japanese dining culture, traditional hospitality principles, and the concept of omotenashi (thoughtful, anticipatory hospitality).
• Experience handling VIP guests, celebrities, high-profile clientele, and guests requiring personalized arrangements.
• Knowledge of Forbes 5-Star service standards, Michelin-level dining expectations, and luxury guest experience protocols.
• Experience with Dianping, online reservation platforms, guest relationship management systems, and guest feedback management.
• Exceptional presentation skills, cultural awareness, discretion, and the ability to deliver personalized service to an international clientele.
• Candidates with current or recent experience in a managerial-track or senior hostess position at a Michelin-starred Japanese restaurant or luxury fine-dining establishment will be given preference.