Job Title: Guest Relations Executive (Singaporeans/PRs ONLY)
Job Summary:
We are seeking a dynamic and motivated Guest Relations Specialist to join our team. This role is essential in building and maintaining strong relationships with our guests, ensuring their satisfaction, and enhancing our service operations. The ideal candidate will be passionate about providing exceptional service, have extensive product knowledge, and be proactive in improving procedures and systems.
Key Responsibilities:
Building and Maintaining Relationships with Guests:
- Develop and nurture relationships with guests to foster loyalty and repeat business.
- Address and resolve guest inquiries and concerns promptly and professionally.
- Personalize interactions to create memorable guest experiences.
Order Taking & Menu Description:
- Take guest orders accurately and efficiently, ensuring clarity and precision.
- Provide detailed and enthusiastic descriptions of menu items, including ingredients, preparation methods, and flavor profiles.
- Assist guests in making informed dining choices based on their preferences and dietary requirements.
Up-Selling Products:
- Utilize extensive product knowledge to recommend additional items and enhance the dining experience.
- Identify opportunities to upsell and cross-sell based on guest interests and needs.
- Promote special offers and new menu items to drive sales and increase guest satisfaction.
Ensuring Guest Satisfaction:
- Monitor and assess guest satisfaction levels, addressing any issues proactively.
- Anticipate guest needs and provide exceptional service to exceed expectations.
- Implement feedback and suggestions to continuously improve service quality.
Improving Procedures and Systems:
- Evaluate current service procedures and systems, identifying areas for improvement.
- Collaborate with team members to develop and implement enhancements to service operations.
- Contribute to training and development programs to ensure consistent service excellence.
Requirements:
- Proven experience in a guest-facing role, preferably in a restaurant or hospitality setting.
- Strong interpersonal and communication skills with a focus on building positive relationships.
- In-depth knowledge of menu items, ingredients, and preparation methods.
- Demonstrated ability to upsell and enhance guest experiences through product knowledge.
- Exceptional problem-solving skills and the ability to address guest concerns effectively.
- Proactive approach to identifying and implementing improvements in service procedures.
- Ability to work collaboratively within a team and contribute to a positive work environment.
- Flexibility to work various shifts, including evenings and weekends, as needed.
Qualifications:
- High school diploma or equivalent; additional certifications or training in hospitality or customer service is a plus.
- Previous experience in a similar role is highly desirable.
- Familiarity with point-of-sale systems and restaurant management software is an advantage.
