Guest Relation Executive

JOB DESCRIPTION Guest Relations Executive

THE ROLE:: To interface with customers and to be responsible for the first and last greetings. To build, maintain and resolve relationships; to check that the Craft Bar is efficiently booked to ensure maximum revenue, and also look after the retail space wherever applicable RESPONSIBILITIES:: • Main Duty - Meet-greet-seat. To check the blocking sheet to identify all regulars and VIP guests. To assist database building. To be completely knowledgeable about our Retail products and all Merchandising elements. • Ancillary Duty - To identify any regulars and/ or big spenders and treat them with utmost service and care. To collect customer business cards and pass onto the reservations manager by next day. To be efficient on systems/ retail POS as and when necessary to identify inefficient booking slots and resolve them. • Customer Centricity - To ensure that every aspect of customer interface is dealt with exceptionally well, as per standards. To speak clearly, enunciate every word spoken. To handle challenging customers, and situations with empathy. To develop and work with a service mindset. To ensure comprehension both ways at all times. To observe and follow our standard process with every customer • General Duties - To take phone bookings for the shift - - - - - - - - - - - - - - To try to accommodate regulars and concierge reservation request To make reconfirmation calls to guests To escort guests to the table- rapport build with guests at this point To ensure guests are informed regularly on their table status if there is a delay To communicate with the duty manager continuously to update the dynamics of the reservations, delays and cancellations in order to avoid unnecessary table chasing or rigid return time policy To complete all administrative duties competently To update the regulars, VIP and concierge list To update all operational telephone numbers To attend briefings and meetings with reservations manager To learn about daily specials and availabilities To have a thorough knowledge of our offerings To maintain high standards of personal appearance and hygiene at all times according to our standards To maintain a good rapport and working relationship with staff and all other departments and suppliers To provide courteous, professional, attentive and efficient service at all times towards internal & external customers