Female Guest Experience Agent

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Rise Group Full time

Job Title:
Restaurant Guest Relations Officer / Customer Service / Guest Experience Expert

Job Summary:

As a Restaurant Guest Relations Officer, you will play a crucial role in ensuring exceptional guest experiences and maintaining a positive image of the restaurant.

You will be responsible for managing guest relations, resolving complaints, and implementing strategies to enhance guest satisfaction and loyalty.

This position requires excellent interpersonal skills, a strong customer service orientation, and the ability to lead and train a team of guest relations officers.


Responsibilities:

Guest Relations Management:

  • Proactively engage with guests, ensuring their needs and expectations are met or exceeded.
  • Handle guest inquiries, complaints, and feedback promptly and professionally, aiming for swift resolutions.
  • Maintain a calm and empathetic demeanor when addressing guest concerns, ensuring their satisfaction and loyalty.
  • Develop and maintain strong relationships with regular and VIP guests, anticipating their preferences and providing personalized service.

Team Leadership and Training:

  • Supervise and lead a team of restaurant hostess, providing guidance, coaching, and support.
  • Conduct regular training sessions to enhance the team's customer service skills, product knowledge, and problemsolving abilities.
  • Foster a positive and collaborative work environment, promoting teamwork and a strong guestfocused culture.

Guest Satisfaction Enhancement:

  • Identify areas for improvement in guest satisfaction and devise strategies to address them.
  • Collaborate with other departments, such as the kitchen, service staff, and management, to ensure seamless guest experiences.
  • Monitor guest feedback and online reviews, analyzing trends and taking appropriate actions to improve guest satisfaction.

Guest Loyalty Programs:

  • Develop and implement guest loyalty programs to cultivate repeat business and enhance guest retention.
  • Monitor and manage guest databases, ensuring accurate and uptodate information for effective communication and marketing initiatives.
  • Regularly communicate with loyal guests, acknowledging their patronage and offering personalized benefits and promotions.

Reporting and Analysis:

  • Generate regular reports on guest feedback, complaint resolutions, and satisfaction levels, providing insights to the management team.
  • Analyze data to identify trends, patterns, and opportunities for service enhancements.
  • Make recommendations for process improvements and operational changes based on guest feedback and analysis.

Requirements:

  • Bachelor's degree in Hospitality Management, Business Administration, or a related field (preferred).
  • Proven experience in guest relations or customer service roles within the restaurant industry.
  • Excellent interpersonal and communication skills, with the ability to interact effectively with diverse guests and team members.
  • Strong problemsolving and conflict resolution abilities.
  • Leadership skills, with experience in managing and motivating a team.
  • Proficient in using computer systems and software for guest database management and reporting.
  • Exceptional attention to detail and organizational skills.
  • Ability to thrive in a fastpaced environment, multitask, and prioritize effectively.
  • Flexibility to work evenings, weekends, and holidays as required.

Job Types:
Full-time, Permanent

Salary:
QAR4, QAR5,800.00 per month

Application Question(s):

  • In which country are you currently located?
  • Which country are you from? (Nationality)
  • What is your age right now?
  • Do you have a valid Qatar ID?
  • How soon can you join our company if you are selected for this position? Give number of days.
  • Have you been interviewed at Rise Group Head Office before? Yes or No?
  • Have you read the posted job description and salary details for this role?
  • Did you work as a Restaurant Guest Relations Officer/ Guest Experience Expert, or Lead Hostess in Qatar or any GCC country before? Yes or No? If Yes, what is the name of that restaurant / hotel?

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