GUEST RELATIONS

DEPARTMENT                                :                 RESTAURANT                   

DIRECTLY REPORTS TO            :                 GENERAL MANAGER   

EFFECTIVE                                     :                 14.02.2018  

JOB SUMMARY:

This role is responsible for handling Guest queries & reservation, Handling guest complains and anticipating their needs. Guest database management and general administration duties within the department.

ESSENTIAL DUTIES AND RESPONSIBILITIES.

• Handles Business correspondence/Guest Comments Cards – review all emails, guest comments, proposals and confirmation letters for follow-up and action.
• Ensures guest comment cards/social media comments are monitored daily to relay important information to management.
• Ensures Open communications – information related to operations, reservation details, and related agendas externally or internally must be coordination with colleagues, department concerned and immediate superior.
• Prepares and distributes gift vouchers/valet Key tags and vouchers /Gift boxes.
• Prepares and coordinates with hostess supervisor on reception schedules as per business needs.
• Responsible for Data Base Management. Ensure Guest information request form is distributed at the reception desk as well guest info is updated daily.
• To be proactive in telemarketing, taking event/conference reservations, sending proposals and confirmations, responding to F&B business related queries.
• Maintain comprehensive knowledge of standard reservation procedures.
• To assist the restaurants in reservation, in order to accommodate as many guests as possible for the profit and revenue.
• Monitor the Restaurant Management System to access and update accordingly.
• Address customer complaints and escalate them to management.