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Female Guest Experience Agent

3 weeks ago

Doha, 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 problem-solving abilities.
- Foster a positive and collaborative work environment, promoting teamwork and a strong guest-focused 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 up-to-date 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 problem-solving 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 fast-paced environment, multitask, and prioritize effectively.
- Flexibility to work evenings, weekends, and holidays as required.

**Job Types**: Full-time, Permanent

**Salary**: QAR4,000.00 - 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?