Job Description

Job Title Guest Relations Executive

Description

About the Job:
Provide friendly, courteous and efficient service to all guests over the phone or with making eye contact, smiling and maintaining proper posture
Take reservations for all dining areas as well as events ensuring that all necessary information is recorded properly (full name, member name, date taken, phone number, number of adults, number of children, date, time for reservation and any special requests)
Provide the perfect first impression with a smile and welcome. Has a good presence with arriving customers, is able to allocate and seat guest according to sequence of service. Has a full understanding of SOS and their role within these standards
Able to ascertain a guest's satisfaction and handle any problems which may arise and informing a Manager of the problem and how it was resolved
Is able to spot a sales opportunity to upsell products and service to existing or potential guests
Has full knowledge of all products and is able to confidently give descriptions to a customer. Can confidently take an order asking all relevant questions linked to sequence of service
Is able to make simple decisions that affect their own work or the customers experience in a positive manner.
Has a full understanding and can when asked explain the brand concept, history and vision.
Is required to be immaculate and presentable and understand the importance of first impressions.
Ensures problems are dealt with immediately and proactively with the support of OM.
Is organized both personally and professionally. Is prepared and ready for service.
Has good time management skills. Reports for duty, meetings and training on time
Is able to take details of function requests and pass onto manager.
Actively engages with colleagues and customers at all times.
About You:
Tertiary Education or Diploma in Food & Beverage Management.
Minimum of 1 year experience in a Guest Relation Executive role with standalone/branded restaurants.
Has excellent written and verbal skills including the ability to write confirmation emails and hold a conversation with confidence over the telephone. It is desirable for a second language
Have excellent verbal and nonverbal communication skills
Is able to complete basic reporting as and when required.
Can handle a minor complaint with confidence

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