2022 Solusta Hostess 101 - Compressed

Hostess Training 101
Table of Contents
Brief Company Introduction 3-8

Your Role as a Professional Hostess 9-12
Representing an Event 13-16
Providing Guest Experience 17-19
Communication Procedures 20-25
Emergency Protocols 26-31
Conclusion 32-33
SOLUSTA Hostess Training 101
Section 1
Brief Company Introduction
info@solusta.com +974 4411 2425 www.solusta.com P.O.Box : 19793

3
Company Introduction SOLUSTA Hostess Training 101
SOLUSTA is the leading talent agency in Qatar established in 2016
We are an ISO 9001:2015, ISO 14001:2015 and ISO 45001:2018 certified organisation.
Our mission is to improve of the standard level of hospitality services for all types of
events in Qatar, by prioritising service quality, safety & health of people and the protection
of environment.
Solusta strives to become one of the QHSE (Quality, Health & Safety and Environmental)
benchmark organisations in hospitality services, while ensuring fair and effective
procedures and equal opportunities to all our candidates, and providing a work
environment that is free from harassment and discrimination.
IS0 45001:2018 ISO 14001:2015 ISO 9001:2015

Occupa onal Health & Safety Environmental Management System Quality Management System FIFA World Cup 2022™ Sustainability Strategy is
Management System Cert. No.16426
Cert.No.O-2559
Cert. No.E3392 organised according to five pillars: human, social,
economic, environmental and governance. These
framework pillars align with the three dimensions
of sustainability and the human, social, economic
and environmental pillars of the Qatar National
Vision 2030, with an additional pillar for
governance.
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ti

SOLUSTA has gained a reputation and recognition in the country by delivering high
quality service to our clients
Right from the establishment of the company, we have been incredibly privileged to work
with the most prominent local and international event organisers and planners. Our long-term
clients rely on our support in every major event they organise and trust us to chose the best 2020
candidates to assist them. ▪︎ 358 staff
▪︎ 33 projects
▪︎ 20 clients
▪︎ 32 venues
2018
▪︎ 788 staff
2017 ▪︎ 69 projects
▪︎ 35 clients
▪︎ 877 staff ▪︎ 1424 staff
2016 ▪︎ 51 venues
▪︎ 60 projects ▪︎ 68 projects
▪︎ 552 staff ▪︎ 23 clients ▪︎ 25 clients
▪︎ 12 projects ▪︎ 45 venues ▪︎ 54 venues
▪︎ 8 clients
2021
▪︎ 21 venues
2015 With more than:

▪︎ SOLUSTA ▪︎ 1833 staff
▪︎ 134 projects
▪︎ 5800 trained staff
is established
▪︎ 49 clients ▪︎ 370 successful projects
▪︎ 64 venues ▪︎ 160 satisfied clients
▪︎ 260 venues
2019
We continue our journey to 2022

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6

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Section 2
Your Role as a Professional Hostess

9
Your Role as a Professional Hostess SOLUSTA Hostess Training 101
What it means to be a professional?
Professionalism involves being reliable, setting your own high standards, and showing that you
care about every aspect of your job.
Professionalism is not the job you do, it's how you do the job.
What it means to be a hostess?
To be a professional host or a hostess of an event means to anticipate needs of all the

stakeholders around you and provide timely and appropriate response and support. It also
means to be more empathetic towards other people around you.
Imagine that the event is your own house and treat the visitors of this event as your own
guests.

10

Characteristics of a professional hostess
Even if you will not make a career in the events industry, you can greatly benefit from the
experience and knowledge gained while working with SOLUSTA. We would like to help you to
develop work ethics that are valued in any job or profession.
▪︎ Competence
▪︎ Knowledge
▪︎ Conscientiousness
▪︎ Integrity
▪︎ Emotional Intelligence
▪︎ Appropriateness
▪︎ Confidence
▪︎ Accountability

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Hostesses tasks in the event
We want you to take full accountability of your actions and to perform your duties with
professionalism and dedication, so we all can succeed in delivering the most memorable
experience to all the participants of any event.
You have 4 main tasks in each event:
▪︎ Properly represent the event

▪︎ Provide guest experience & support
▪︎ Adhere to proper communication procedures
▪︎ Follow emergency protocols

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Section 3
Representing an Event

13
Representing an Event SOLUSTA Hostess Training 101
Etiquette
Hostess is the face of the event. You are representing SOLUSTA in front of our clients. You are
also representing the whole event in front of all the guests. Which means that you have direct
impact on their satisfaction with the event.
In this sense, the success of the event depends on your performance.
▪︎ For guests you are the organisers for the event, so you need to make sure you behave like
one. Act and speak respectfully. If at any point you behave inappropriately, it will definitely
reflect on the whole event.
▪︎ Guests should be your main focus. If someone is chatting with their colleagues and
laughing loudly, instead of focusing on their job, sooner or later will be complained about.
▪︎ Leaving your allocated position is absolutely unacceptable, especially if you are

performing your duty alone. We need to ensure that the guests are taken care of by
someone from our team at any point of their journey through the event. If we don’t follow
this procedure, it might create all sorts of potential issues.
▪︎ Be mindful of your body language at all times. Crossing arms, leaning on walls, using
personal mobile devices, chewing gum will definitely be seen as unprofessional by
others.
▪︎ Taking food provided for the guests is not permitted. Smoking, drinking coffee and
eating is only permitted during breaks in designated areas.

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Punctuality
Punctuality is the essential aspect of your performance in any event. It is the best way to
ensure that all operations are running smoothly.
Being punctual means to show respect for everyone’s time and effort. There are always the
same rules we follow in any event:
▪︎ Meeting at least 30 minutes before the start time of the work. This is to ensure that
everyone are prepared and in their positions before the arrival of the guests.
▪︎ Returning from breaks on time. Any delays might reflect on schedules of your
colleagues.
▪︎ Being understanding and flexible, when it comes to working hours. The start and end of
the job can be changed, and there may be complications that make the work longer
than originally planned - sometimes even a few hours.

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Grooming and dress-code
As the old proverb goes: “Clothes don't make the man”. However, in the event industry the first
impression is what really matters. You might have a single encounter with someone and never
have another chance to change their opinion about the event later.
Uniform - (1) conforming to the same form or manner with others;
(2) dress of a distinctive fashion worn by members of a particular group and serving
as a means of identification.
▪︎ Always remember that no matter where you are working, your clothes and grooming
should be impeccable. Please wear your outfit proudly and don’t deviate from the
required standards.
▪︎ Personal accessories are not something you should bring to an event.
▪︎ Take your grooming seriously. If you are requested to style your hair in a particular way or
wear a certain shade of lipstick accept it as part of your uniform. Same goes for beards,
moustache and nails.
▪︎ Good rule of thumb for accessories and makeup: less is more. If something is not required
to be worn, do not wear it to the event.
▪︎ Tattoos are frowned upon in many cultures. If you have any visible tattoos it should be
covered with foundation.

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Section 4
Providing Guest Experience

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Providing Guest Experience SOLUSTA Hostess Training 101
Attitude
Your dedication and motivation influence your behaviour. Never allow bad attitude of people
around you ruin your day. Concurrently, never allow your own bad attitude ruin the day of
anyone else.
Impertinence - lack of respect; rudeness.
▪︎ People from different cultures have different perception of politeness. Being overly-
familiar with strangers is not advised, because it might lead to misunderstandings.
▪︎ Always deescalate. Any issues with the guests of the event (or anyone for that matter)
must be resolved in amicable way. Don’t get offended or take things personally.
Allowing yourself to be provoked by the words or actions of people around you will
always lead to further complication of the situation.
▪︎ The only attitude you should be having is a positive one. People with a positive outlook,
face any situations they go through, with confidence and are sure they can deal with
them. Positivity empowers you and inspires everyone else around you.

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Providing Guest Experience SOLUSTA Hostess Training 101
Information
Knowing the right information about the event and sharing it with the guests is what really
makes you feel and look competent.
We would like to encourage you to ask questions and proactively interact with guests
whenever you see someone who might need assistance.
▪︎ Try approaching guests before they approach you. Use the following expressions: “Good
day! Welcome to (event’s name). Can I assist you with anything?”
▪︎ Ensure that guests’ questions are always answered. If you are unaware of the right
information, please check with the your supervisors or organisers.
▪︎ Know your surroundings well. You will be always approached with questions about
toilets, praying rooms, specific halls, parking, etc. Make sure to look around before you
commence your work.
IMPORTANT NOTE: Briefings are very important and absolutely mandatory. We always
organise pre-event site visits to let everyone get comfortable with the venue. We provide
written materials to let you learn the most important information about the event. It is part of
your duty to attend briefings and read all written materials to ensure that you are providing the
best guest experience.

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Section 5
Communication Procedures

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Communication Procedures SOLUSTA Hostess Training 101
The key to everything
Our whole life we are learning about the art of communication. It is the ultimate skill that can
help us achieve anything or lose everything.
Working in the events industry means searching for the right balance of what to say, what not
to say and how to say it on a daily basis. It is the challenge we all must complete in order to
become real professionals.
Throughout the event, above anything else, follow this important rule:
REPORT EVERYTHING TO YOUR SUPERVISOR
This will ensure that the supervisor is kept in the loop at all times and can take appropriate
actions whenever required.

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Communication matrix
Topic Stakeholders Action
Answer question and find solution

You are being asked question
to the best of your ability or ask
or facing an issue related to Guests
organisers/supervisor/colleagues
the event
for help. Report to the supervisor.
Follow organiser’s request and

Giving tasks outside of your
inform supervisor about it asap, so
scope of work or assigning you Organisers
the supervisor can speak to the
other duties
organisers
Organisers, Ask the supervisor to help you

Any doubts, issues, conflict, etc. Guests, resolve the situation in a friendly
Colleagues manner.
IMPORTANT NOTE: Never overreact or confront any of the stakeholders directly during the
event. Stay calm in any situation. If you feel that you need to address the issue after the event
you can submit your feedback via your online profile.

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What to say?
Professional behaviour and communication is the foundation of good working ethics and
applies to everyone, regardless of their skill or experience. Use appropriate words when
speaking with everyone around you. Always be approachable and polite.
Speak in a clear voice and loud enough, so the person can hear and understand you. always
make an eye contact with the person you are speaking to.
Examples of good communication:
▪︎ When greeting someone: “Good morning/day! How are you?”
▪︎ Asking someone to wait: “Could you please give me a moment? I will get back to you
right away”
▪︎ If someone had to wait: “My apologies for the delay/ I’m sorry for keeping you waiting”
▪︎ Asking for help: “Would you be so kind to help me out with this?”
▪︎ When you are not able to help: “Unfortunately, it won’t be possible to accommodate you
request, however, I would like to offer you… (offer an alternative) / I’m sorry, I won’t be
able to do this, but what I can do is… (offer an alternative)”

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What not to say?
Be mindful of other people’s feelings. Don’t say anything offensive or discuss sensitive topics.
If you have to refuse or give a negative answer to someone, try to offer an alternative or at least
show that you did your best to help.
▪︎ Don’t say: “I don’t know”

You can say: “Please allow me to check with my colleagues/supervisor and I will get back
to you shortly”
▪︎ Don’t say: “You are being rude”

You can say: “This topic is making me feel uncomfortable. I understand that you have
your opinion, but can we please not discuss it?”
▪︎ Don’t say: “I don’t like your tone of voice”.

You can say: “I understand that you are unhappy with the situation. I would feel exactly
the same way. Allow me to try to find a solution for you.”
▪︎ Don’t say: “This is not my job”.

You can say: “I will be happy to assist you, but please allow me to inform my supervisor
first”.

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How to say it?
Being able to convey information to other people in a professional way relies on the following
characteristics:
▪︎ Emotional Intelligence
Ability to understand, use, and manage your own emotions in positive ways to relieve
stress, communicate effectively, empathise with others, overcome challenges and
defuse conflict. Emotional intelligence helps you build stronger relationships, succeed at
work, and achieve your career and personal goals.
▪︎ Appropriateness
In linguistics and communication, appropriateness is the extent to which an utterance
(unit of speech) is perceived as suitable for a particular purpose and a
particular audience in a particular social context.
▪︎ Confidence
Conf idence allows you to speak concisely and with clarity. Professionals who
communicate with confidence can express their thoughts in a clear and efficient
manner. If you talk with a lack of conviction the listener will assume you either don’t
have belief in what we’re talking about or we're unsure of the facts, or simply don’t care.

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Section 6
Emergency Protocols

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Emergency Protocols SOLUSTA Hostess Training 101
Event emergency plan
An event emergency plan is a strategy of what to do in a variety of emergencies. There are

variable factors that depend on specific event, such as:
▪︎ Location of emergency exits, location and contact numbers of medical personnel,

location of assembly points, etc.
There are also certain things that are common for all events regardless of where the event is
taking place:
▪︎ Step-by-step procedures to follow in emergencies

▪︎ Communication procedures during an emergency

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Your duties during an emergency
Above all else, you need to take care of your own well-being. There are different crew in each
event, equipment, hazards and exposure. Always assess the situation and potential dangers for
yourself and only then act.
▪︎ Reporting minor emergencies to your supervisor as soon as possible

▪︎ Contacting medical personnel in the venue in case of medical emergency
▪︎ Crowd control in case of evacuation
▪︎ Contacting security in case of disorderly behaviour or violence
There are also certain things that are common for all events regardless of where the event is
taking place:
▪︎ Precautions you need to take to protect yourself

▪︎ Step-by-step procedures to follow in emergencies
▪︎ Communication procedures during an emergency

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How to prepare for an emergency?
No matter how big or small the event is, you always need to be prepared for potential
emergency.
▪︎ Get familiar with the venue

▪︎ Check if your phone is charged and you have the phone number of your supervisor
▪︎ Make sure you know where is the office of the organisers
▪︎ Check location of the nearest fire extinguisher
▪︎ Make sure you understand the emergency route and know the location of the assembly
point

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How to respond to an emergency?
When an emergency occurs, the priority is always life safety. The second priority is to stabilise
the incident and minimise potential damage.
▪︎ Assess the situation - Is it safe for you to act? Do you need help? Always make sure you
are safe before helping others
▪︎ Keep calm
▪︎ Upon hearing the fire alarm on your floor evacuate the building immediately
▪︎ Follow emergency route - use stairwells for evacuation, not the elevators, and hold on to
the handrails
▪︎ Inform your supervisor as soon as possible
EMERGENCY NUMBER IN QATAR: 999

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How to use a fire extinguisher
There are four (4) basic steps for using modern portable fire extinguishers.
The acronym PASS is used to describe these four basic steps.
▪︎ Pull (Pin)
Pull pin at the top of the extinguisher, breaking the seal. When in place, the pin keeps the
handle from being pressed and accidentally operating the extinguisher. Immediately test
the extinguisher. Aiming away from yourself or anyone around you.
▪︎ Aim
Approach the fire standing at a safe distance. Aim the nozzle or outlet towards the base of
the fire.
▪︎ Squeeze
Squeeze the handles together to discharge the extinguishing agent inside. To stop
discharge, release the handles.
▪︎ Sweep
Sweep the nozzle from side to side as you approach the fire, directing the extinguishing
agent at the base of the flames. After an A Class fire is extinguished, probe for smouldering
hot spots that could reignite the fuel.

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Section 7
Conclusion

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Conclusion SOLUSTA Hostess Training 101
Top ten tips for success
What you should take away from this course:
▪︎ Don’t be afraid to ask questions. It’s better to ask 100 questions than to make one mistake.
▪︎ If you made a mistake, give a sincere apology and move on. Sometimes the only way to
learn a lesson is to make a mistake first.
▪︎ Always put your heart into what you do. Instead of doing things half-heartedly, give
someone else a chance to do it properly.
▪︎ Information is everything. If you do not put an effort to keep yourself informed you will not
be able to take the best actions and decisions.
▪︎ Be kind to others. Compassion and empathy should the driving forces behind your every
action aimed at others.
▪︎ The art of communication is the ultimate skill in human relations. Never stop practicing
and polishing it.
▪︎ Life is about balance. Moderation can prevent many extremes from happening.
▪︎ Don’t panic. What is important at this moment, probably won’t matter at all in the long run.
▪︎ Positive attitude makes everything better. So why not try to be positive in any situation?

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Hostess Training 101
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Hostess Training 101

Brief Company Introduction 3-8

SOLUSTA Hostess Training 101

info@solusta.com +974 4411 2425 www.solusta.com P.O.Box : 19793

Company Introduction SOLUSTA Hostess Training 101

SOLUSTA is the leading talent agency in Qatar established in 2016

IS0 45001:2018 ISO 14001:2015 ISO 9001:2015

Company Introduction SOLUSTA Hostess Training 101

2015 With more than:

info@solusta.com +974 4411 2425 www.solusta.com P.O.Box : 19793

Company Introduction SOLUSTA Hostess Training 101

info@solusta.com +974 4411 2425 www.solusta.com P.O.Box : 19793

info@solusta.com +974 4411 2425 www.solusta.com P.O.Box : 19793

info@solusta.com +974 4411 2425 www.solusta.com P.O.Box : 19793

info@solusta.com +974 4411 2425 www.solusta.com P.O.Box : 19793

Your Role as a Professional Hostess SOLUSTA Hostess Training 101

What it means to be a professional?

What it means to be a hostess?

To be a professional host or a hostess of an event means to anticipate needs of all the

info@solusta.com +974 4411 2425 www.solusta.com P.O.Box : 19793

Your Role as a Professional Hostess SOLUSTA Hostess Training 101

Characteristics of a professional hostess

info@solusta.com +974 4411 2425 www.solusta.com P.O.Box : 19793

Your Role as a Professional Hostess SOLUSTA Hostess Training 101

Hostesses tasks in the event

You have 4 main tasks in each event:

▪︎ Properly represent the event

info@solusta.com +974 4411 2425 www.solusta.com P.O.Box : 19793

SOLUSTA Hostess Training 101

info@solusta.com +974 4411 2425 www.solusta.com P.O.Box : 19793

Representing an Event SOLUSTA Hostess Training 101

In this sense, the success of the event depends on your performance.

▪︎ Leaving your allocated position is absolutely unacceptable, especially if you are

info@solusta.com +974 4411 2425 www.solusta.com P.O.Box : 19793

Representing an Event SOLUSTA Hostess Training 101

info@solusta.com +974 4411 2425 www.solusta.com P.O.Box : 19793

Grooming and dress-code

Uniform - (1) conforming to the same form or manner with others;

▪︎ Personal accessories are not something you should bring to an event.

info@solusta.com +974 4411 2425 www.solusta.com P.O.Box : 19793

SOLUSTA Hostess Training 101

info@solusta.com +974 4411 2425 www.solusta.com P.O.Box : 19793

Providing Guest Experience SOLUSTA Hostess Training 101

Impertinence - lack of respect; rudeness.

info@solusta.com +974 4411 2425 www.solusta.com P.O.Box : 19793

Providing Guest Experience SOLUSTA Hostess Training 101

info@solusta.com +974 4411 2425 www.solusta.com P.O.Box : 19793

info@solusta.com +974 4411 2425 www.solusta.com P.O.Box : 19793

Communication Procedures SOLUSTA Hostess Training 101

The key to everything

REPORT EVERYTHING TO YOUR SUPERVISOR

info@solusta.com +974 4411 2425 www.solusta.com P.O.Box : 19793

Communication Procedures SOLUSTA Hostess Training 101

Topic Stakeholders Action

Answer question and find solution

Follow organiser’s request and

Organisers, Ask the supervisor to help you

info@solusta.com +974 4411 2425 www.solusta.com P.O.Box : 19793

Examples of good communication:

▪︎ When greeting someone: “Good morning/day! How are you?”

info@solusta.com +974 4411 2425 www.solusta.com P.O.Box : 19793

Communication Procedures SOLUSTA Hostess Training 101

What not to say?