· Providing impeccable guest service experiences to all dine-in guests
· Ensure guests are properly greeted upon their arrival
· Promptly address guests’ requests, like food allergy
· Actively listen to and resolve complaints
· Ensure special guests like disabled people, elderly and VIPs, receive personalized services
· Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
· Promote and upsell our range of products to customers
· Manage guest relations team to ensure we comply with all standards and operating procedures
· Liaise with the guest experience team to provide an overall comfortable guest experience
· Analyze customer feedback from various channels and suggest ways to improve ratings and guests’ experience
· Establish friendly relationships with regular customers
· Document all resolved cases and most frequently asked questions in the internal database for tracking and improvement purposes
· Abide to Bacha Coffee’s policies and standards whenever addressing any customers’ feedback
Requirements:
· Proven work experience as a Guest Relations Manager or similar role
· Understanding of all best practices and relevant laws
· Great proficiency in English; knowledge of other languages is a plus
· Customer service drive with outstanding communication and active listening skills
· Excellent problem-solving and multitasking skills
· Leadership skills along with the ability to motivate a team into high performance
· Ability to work flexible hours
· Strong sense of responsibility and a professional presentation