PRIMARY FUNCTION
Assist the General and Restaurant Service Managers in respect to all duties in relation to Guest Experience, and to provide targeted support in respect to marketing duties as required.
ROLES AND RESPONSIBILITIES
General Duties
1. To be in charge of all activities, functions and aspects of guest experience
2. To embody the restaurant’s vision and mission, and command a comprehensive understanding of the menu and the restaurant's operations to be able to adequately respond to guest queries
3. To showcase a deep understanding of the restaurant’s intended experience for guests so as to be able to improve, enhance and enrich the experience for all guests
Primary Guest Experience
1. To effectively manage the host desk, maintain clear communication with all guests
2. To oversee and execute hostess-related duties before, during and after a guest dining experience; in particular
Before a dining experience
- To manage all general enquiries to the restaurant in relation to reservations for standard service hours, from the following platforms: email, telephone call or message, whatsapp, Tripadvisor, Instagram messages and comments, facebook, google, or website online form
- To ensure the prompt diverting of all other enquiries to the respective personnel, or department
- To contact reservations to remind guests of reservations and ensure we obtain the necessary information pertaining to their reservations
- To execute any arrangements required by guests for their experience with us, including receiving of specific approved items such as wines, birthday cakes or floral arrangements, or the sending of gift vouchers
- To conduct research into each guest and update their profile diligently with information
- To ensure that all reservations are confirmed and when required, all credit card details have been adequately received for reservations
During a dining experience
- Welcome guests with a professional yet affable demeanor
- To assist guests with any other needs, including storage of small items
- To lead guests to their seats, introduce the restaurant and provide the menus
- To prepare and present the door gift for all guests and ensure that the door gift is suitable to their dietary preferences
- To prepare and present the customized menu for all guests and ensure that their name/event and their food and beverages are accurately reflected
- To validate guest profile information to ensure that all ‘research’ conducted was accurate
After a dinner experience
- To send a personalized email to all guests showing gratitude and seeking feedback on their dining experience
- To update guest profile information to ensure that all necessary information about their experience with the restaurant has been recorded, including the wines/alcohol that was self-brought
- To provide the necessary reports to the General and Service Managers on the guest experience and information
3. To assist the General and Service Managers with the management and execution of Sevenrooms, including:
- Assisting with ensuring that all access rules and shifts are updated accurately in accordance with restaurant operations
- Ensuring that there are no overbookings or clashes in bookings, and if there are any, to rectify as soon as possible with minimal impact to guests
- Utilizing the system to their full potential, maximize bookings, create a database of all regular patrons of the restaurant, and build a detailed record of guests including their preferences
4. To assist service operations by providing the following information and/or recommendation, to the service managers for them to execute at their discretion: -
- Assigning reservations to tables to optimize guest experience
- Information the service team of any specific requests guest might have
- Informing whole team on dietary restrictions and allergies, and/or special occasions
5. To ensure that all cancellations and rescheduling are handled tactfully aligned with policy, and to collect any prepayments
6. To provide reasonable, viable and financially prudent suggestions to improve guest experience
Guest Experience: Marketing Duties
1. To support with the design and execution of ad-hoc marketing materials needed for service operations and/or event operations, such as customized postcards and/or menus
2. Assist and support the General and Service Manager in the development of robust marketing strategies for the restaurant, to increase brand awareness and augment sales results
3. Conceive and implement captivating marketing visuals – including advertising materials, menus, digital communications such as EDMs, via the following mediums: (i) Squarespace email campaigns, (ii) facebook, (iii) google and (iv) Instagram stories
4. To manage the content of the following online platform and respond to customer feedback should there be a need, (i) facebook, (ii) google, (iii) website online form, (iv) instagram, (v) any other platform, only to such extent as needed and required by the team, in deference to any appointed agency or professional, if present
5. To manage and effectively utilize sevenrooms marketing platform for tracking and campaign purposes that is aligned with the brand and the operations, taking lead from the Chef-Owner, General and Service Managers
6. To research industry trends and best practices, and conduct market research and analysis, insofar as they are to help with the above-listed duties
7. To undertake any other duties and responsibilities assigned by the management
