Guest Relation officer

Job Title :Guest Relation Officer

Department: Food & Beverage Service

Reporting To: Chief Hospitality Officer

Summary

As a Guest Relation Officer, you'll be at the heart of our operations, ensuring seamless pre-opening and post-closing routines. Handle guest complaints with finesse, maintain impeccable product quality, and manage inventory like a pro. Create efficient schedules, boost team morale, track performance, and generate insightful reports. Stay on top of policy compliance and collaborate with management to drive the business forward and elevate the guest experience.

Job Description

Pre-opening & Post-closing

Coordinate pre-opening tasks to ensure readiness for daily operations.

Conduct thorough post-closing procedures to maintain cleanliness and security standards.

Guest Complaint Handling

Address customer complaints promptly and effectively to ensure customer satisfaction and loyalty.

Identify root causes of issues and implement corrective measures to prevent recurrence.

Shift Cash Handling

Supervise cash handling procedures and ensure accuracy in cash transactions.

Implement robust controls to prevent theft and discrepancies.

Product Quality

Uphold high standards of product quality and consistency.

Conduct regular inspections to ensure compliance with food safety regulations and company standards.

Inventory Management

Oversee inventory levels and ensure timely replenishment.

Implement strategies to minimize wastage and optimize inventory turnover.

Duty Roster

Develop and maintain an efficient duty roster for the team.

Ensure adequate coverage during peak hours and special events.

People Management

Foster a positive work environment conducive to employee growth and development.

Provide ongoing training and guidance to enhance team performance and morale.

Delegate tasks and responsibilities appropriately to empower employees to excel in their roles.

Encourage autonomy and decision-making among staff members to foster a sense of ownership and accountability.

Performance Management

Monitor employee performance against set benchmark key performance indicators (KPIs).

Provide constructive feedback and support to drive continuous improvement.

Making Reports

Support the Restaurant Manager in generating reports on various operational metrics, including sales performance, inventory levels, and customer feedback.

Analyze data to identify trends and opportunities for improvement.

Policy Adherence

Ensure compliance with company policies, procedures, and regulatory requirements.

Communicate updates and changes in policies to staff members as necessary.

Collaborate with Management

Work closely with the Restaurant Manager and other members of the management team to align operational strategies with organizational goals.

Provide input and recommendations for process improvements.

The duties and responsibilities outlined in this job description are not exhaustive and may be subject to change as deemed necessary by the Company. Employees are expected to perform any other related duties as assigned by their supervisor or management, which may include additional tasks outside the scope of the primary job functions.

Requirements

Bachelor's degree in Business Administration, Hospitality Management, or a related field.

Proven experience in restaurant management or a related field.

Minimum 1 year of experience in similar role

Strong leadership and people management skills.

Financial acumen with the ability to analyze P&L statements, COGS, and budget forecasts.

Excellent communication and interpersonal skills.

Demonstrated success in business development and achieving sales targets.

Familiarity with recruitment and selection processes.