Guest Relations Leader

DUTIES AND RESPONSIBILITIES

Employee Engagement

• Contribute to discussions and respond to questions in an informed and confident way
• Communicate key information in a clear and engaging way to influence others
• Consider potential reactions and resistance to inform how and when you communicate your ideas
• A Leader is responsible for providing support and training for new hires, monitoring workflow relaying information between the team and upper management
• Takes a visible lead in team training, managing the team buddy program measuring department
• Enable others to develop skills and capabilities to be their best at work
• Coach and advise others in the business
• Build a sense of team spirit and purpose

Guest Engagement

• Recognise and take responsibility for your mistakes and contribute to putting things right
• Providing exceptional service to guests and identifying potential guest complaints
• Implementing plans to improve customer satisfaction
• Assisting with guests’ queries/disputes
• Works with management to Investigate complaints thoroughly and fairly, basing their decisions on the available facts and evidence, and avoiding undue delay
• Identify complaints providing suggestions to prevent similar complaints
• Managing guests' experiences
• Ensuring guests have a pleasant experience and are educated on promotions and all areas of the venue
• Handle reservations by exploring innovative ways to maximise seating capacity

Operation

• Overseas all bookings, tagging’s and seating plans
• Makes decision for daily table management to maximise seating capacity
• Shows others how to offer flexibility with seating to best support daily operations and guests’ preference
• Prepares reservation list/billing instructions for the daily briefing
• Prepares menus at each station for all meal period
• Writes guest details with a special request at the side station to communicate with the service team
• Coordinates reservations, seating & special arrangements with the Restaurant & Bar and Club Team
• Providing the Chef with clear updates
• Ensures that all standards and procedures for the operation are followed in the front and heart of the house set up before, during and after the operation
• Ensures cleanliness of all work areas at all times in the front and heart of the house
• Identifies and eliminates defects which compromise standards & procedures
• Ensures all team members are meeting the CÉ LA VI grooming standards daily
• Completes work & side duties, opening & closing tasks for an effective Guest Relations operation.
• Understands requirements and procedures for all service periods to meet demand and maximize revenue and profit
• Understands the food & beverage menu
• Aware of current promotions and events
• Assists to ensure the safety of employees and guests and the protection of company assets
• Any other tasks assigned

Administration

• Communicates with the concerned person and department for all the latest information.
• Setup new team member’s biometric
• Ensures all team members Thumb in and out for every shift worked
• Responds to and report all inquiries and opportunities
• Ability to adapt to the latest trends and best practices in Restaurant, Bar & Nightclub industry to maximize patronage and revenue

JOB REQUIREMENTS

Education

• Level,Diploma in hospitality, a degree in any discipline is an advantage.
• WSQ relevant certification.

Experience

• Minimum 3 years’ experience in customer service industries.
• Experience working in luxury dining and lifestyle venues is essential
• Experience supervising a large team

Required Knowledge

• Food, wine & bar knowledge.
• Proficient in spoken & written English.
• Ability to speak and write in a 2nd language is an advantage.
• Proficient in MS Office, Micros, SevenRooms reservation system
• Understanding of call center process and SOP’s

Skills & Abilities

• Able to lead by example with integrity.
• Ability to exceed guest expectations.
• Ability to lead a diverse team towards a common goal.
• Ability to analyze & improve processes and procedures.
• Ability to interact and solve opportunities with employees and guests.
• Ability to adapt and take advantage of different working environments, teams, guests and opportunities.
• Ability to resolve and negotiate conflict resolutions.

Physical Requirements / Work Environment

• Able to lift up to 10 kg without assistance.
• Able to work on a 24-hour rotating shift.
• Able to work weekends & public holidays.
• Able to work standing up to 10 hours straight.