KEY ROLE & FUNCTIONS
1. STANDARD OPERATING PROCEDURES
- Monitors all FOH operations, customer service and reservation system ensure all team members are following the 1 Group SOP, meeting the local safety and health standard.
- Follows and maintains highest quality standard of guest over all experience focusing on the 5 cores of Guest Satisfaction:
- Taste, Quality and Presentation of the Food and Beverage served.
- Friendliness and Attentiveness of the FOH team.
- Speed of Service
- Cleanliness and Atmosphere of both internal and external.
- Provide the Go-The-Extra-Mile Service
- Practice 100% table visit and ensuring that every guest walks out satisfied.
- Complete the daily checklist. Checks and maintains the overall general cleanliness of the outlet – floor, walls, ceiling, vents, windows and doors. Daily walk thru in ensuring the premises maintain the highest standard in providing both employee and guest a safe and healthy environment. Report all repair and maintenance issue immediately.
- Checks and updates all Point of Sales (POS) materials: - menus, tent cards, kids’ menus and promotion posters.
- Strict compliance of Operation Hours at all time.
2. GUEST MANAGEMENT (Primary Role)
- Manage all the key reservation systems and tools:
- Sevenrooms, Chope, Quandoo – Managing the usage of Sevenrooms, Chope and Quandoo reservation portal for the outlet. Ensure that reservation portal is working properly for both the guests and staff to book and use respectively. Availability of tables should continuously be monitored and updated based on the outlet’s operation timing, special events, marketing events and other big groups booking. Review and monitor website, update menu, reservation time and ensure all promotions are up to date.
- TripleSeat – Review and update the reservation bookings based on the updated events calendar on Tripleseat. Responsible in blocking, booking and updating of big groups reservation inside Tripleseat portal.
- Main phone lines – Ensuring that main phone lines are working well for the customer’s call and enquiries. Attending to all calls promptly and be able to provide informative answers.
- WhatsApp Business App / Mobile phone lines - Ensuring that mobile phone lines and WhatsApp business app are working well for the customers’ call, messages and enquiries. Attending to all guests calls and messages promptly. Blasting out promotions strategically and professionally to the customers through WhatsApp Business messages.
- Reservation Email - Ensuring that reservation email is working well. Replying and attending to all email enquiries efficiently and professionally.
- Managing all the key reservation system efficiently and understanding the importance of phone calls = reservation = revenue.
- Manage table management and reservation allocations efficiently and systematically.
- Manage the day to day operations starting from welcoming guests, ushering guests to their respective seats and tables and attending to their queries.
3. SALES REPRESENTATIVE
- Taking the lead on big group sales strategy and coordination. Managing all enquiries efficiently using the most effective approaches engaging with the guest, ensuring that all group bookings requirements and F&B package customization are attended to. Close coordination with head chef on menu planning, special request, price and food tasting (for high spenders).
- Coordinating with Sales planner on all small group enquiries that have not meet the minimum spending requirement.
- Planning all big group reservation and collection of deposits, achieving the big group sales target, Update the Concierge Manager by updating the big group tracking on a weekly and monthly basis.
4. MARKETING REPRESENTATIVE
- Close coordination with respective Marketing Executive in ensuring the marketing initiative, activation and execution are well briefed to the team members. All marketing mechanics such as poster and tents card are properly managed and available for the guest.
- Responsible in marketing initiative by promotions and blasting out of EDMS and offers to guests with the usage of emails or WhatsApp messages.
- Drive the S&M initiative to ensure that it increases foot traffic and contributes to additional revenue.
5. ADMINISTRATIVE MANAGEMENT
- Manage the compilation of all guest database on a weekly basis and forward to the marketing team every Sunday for the master lists.
- Management of feedback forms collections and compilation.
- Ensuring that thank you notes are sent out to the guests after their visit in the outlet through either WhatsApp messages or email.
- Handles any special menu printing and formatting for any guests that requires any special dietary restrictions.
- Responsible in producing the weekly/monthly reservation reports and analysis to the concierge manager for customer analysis.
6. PEOPLE MANAGEMENT & TRAINING
- Creating a healthy fun working environment through positive leadership and good management skills; leading by example. An Assistant Concierge Manager, should be able to resolve all issues professionally making the best decision best for the business.
- Ensure all customer service officers fulfills their set of designated responsibilities while ensuring that all service standards are carried out efficiently.
- Assisting the Concierge Manger in training Concierge team and product knowledge. Ensure training materials are updated consistently, weekly training and hour commitment.
