The Guest Relations Officer is responsible for ensuring a memorable dining experience for all guests by providing exceptional customer service and addressing their needs and concerns. This role involves greeting guests, managing reservations, handling complaints, and working closely with the restaurant staff to ensure a seamless and enjoyable visit for all patrons.
Key Responsibilities:
Guest Services:
- Welcome guests warmly upon arrival and thank them upon departure.
- Manage reservations and seating arrangements to optimize the dining experience.
- Provide information about the menu, specials, and any promotions.
- Assist guests with special requests and dietary requirements.
Communication:
- Serve as the primary point of contact for guests during their visit.
- Communicate guest preferences and special requests to the kitchen and service staff.
- Maintain clear and accurate records of guest interactions and feedback.
Problem Resolution:
- Address and resolve guest complaints in a timely and courteous manner.
- Escalate unresolved issues to the Restaurant Manager or appropriate department.
Coordination:
- Work closely with the kitchen and service staff to ensure prompt and accurate service.
- Coordinate special services, such as birthday celebrations, anniversaries, or other events.
- Ensure that VIP guests and regular patrons receive personalized service.
Administrative Duties:
- Manage guest feedback and surveys to identify areas for improvement.
- Prepare reports on guest satisfaction and service performance.
- Maintain a clean and organized work area.
Qualifications:
- Diploma or equivalent; a degree in hospitality or restaurant management is a plus.
- Proven experience in a guest-facing role, preferably in a restaurant or hospitality setting.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
- Proficiency in using reservation and restaurant management software like Revel POS, etc.
- Ability to work flexible hours, including evenings, weekends, and holidays.
- Fluency in English; additional languages are an advantage.
Physical Requirements:
- Ability to stand, walk, and move around for extended periods.
- Ability to lift and carry heavy crockery/trays.
Work Environment:
- This position requires working in a restaurant environment, which may involve exposure to various kitchen and dining area conditions.
Note:
Only Singaporeans/SPRs need apply.
Due to manpower constraints, only shortlisted candidates will be contacted.
