Deal with any guest requests and problems and satisfy their needs within acceptable guidelines
Deliver an outstanding customer experience at greeting and departure of the customers
Promote the restaurant, and maximize the seating capacity using the table management software and data base
Key Accountabilities:
Lead the daily operations of the Guest Relations team
Maintain high service quality of Call Centre
Handle enquiries and resolve complaints via various channels
Enhance guest service skills and product knowledge of staff
Provide training for front-line staff as necessary
Comply with all safety and environmental regulations as they apply to the position.
Adhere to and Ensure compliance with all official regulations issued by local authorities
Respond to all Guest requests, concerns and issues in a timely and professional manner
Maintain accurate documentation of each direct report?s performance and potential development to be discussed during monthly evaluation with the staff, including coaching and mentoring of each direct report in coincidence with outlet Manager.
Establish and maintain effective working relationships with co-workers, supervisors, managers within and across department through verbal and written communications to support resolution of Guest issues in a timely and efficient manner.
Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to ship?s relevant health &safety procedures as require
Follow company policies and procedures.
Maintain confidentiality of proprietary materials and information.
Check the cleanliness of all the menus
Manage the restaurant data base
Maximize the seating capacity
Ensure perfect customer reservation is taken using the preference and history of the client
Promote and launch micro campaign using the software solution
Assist with the cashiering and bills whenever required
Train the restaurant hostesses
Collect the guests information and feed them into the data base
Encourage the customers to share their feedback on social media
Manage the messages and emails for the guests and ensure they are delivered safely.
Stay updated with the latest trends in the hospitality industry
Problem Solving (If any):
Maintain a work environment that fosters the coaching, mentoring and development of subordinate staff in consensus with the outlet Manager
When situations arise and it is required, provide guests with answers, alternatives and solutions to issues presented
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Develop and maintain positive and productive working relationships with other employees and departments.
Ensure guest satisfaction via outstanding service
General:
This outlet may serve liquor /you May handle liquor as part of your duties
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Perform other reasonable job duties as requested by outlet Manager & Management
