Guest Relations Officer

2 weeks ago

Singapore Serangoon Gardens Country Club Full time

**Key Responsibilities**:
**1. Members/guests Interaction**:

- Greet and welcome members/guests with a friendly, professional demeanor.
- Assist customers with seating, take orders, and ensure their needs are met during their visit.
- Handle inquiries, complaints, and concerns promptly and professionally, offering solutions to ensure customer satisfaction.

**2. Customer Service**:

- Provide personalized and attentive service to members/guests.
- Offer menu recommendations, inform members/guests of daily specials, and ensure all orders are taken accurately.
- Follow up with members/guests to ensure they are enjoying their meals and drinks.
- Promote new menu items, upcoming events, or special offers to members/guests.
- Encourage members/guests loyalty and repeat business through personalized service.

**3. Problem Resolution**:

- Address members/guests issues or complaints in a calm and efficient manner.
- Collaborate with the café team to resolve any challenges or issues raised by members/guests.
- Ensure that the café maintains a high standard of service and quality at all times.

**4. Maintain Cleanliness & Ambiance**:

- Ensure the café environment is clean, organized, and welcoming for all members/guests.
- Oversee the arrangement and presentation of seating areas, ensuring they meet café standards.
- Maintain a positive atmosphere that encourages members/guests to return.

**5. Record Keeping**:

- Maintain accurate records of members/guest’s feedback, reservations, and special requests.
- Communicate members/guest’s preferences to the team for future visits.
- Assist in managing members/guest’s reservations and ensure they are handled efficiently.

**6. Collaboration with Staff**:
Work closely with café servers, chefs, and managers to ensure smooth operations and excellent service.

**Required Skills and Qualifications**:

- Communication Skills: Strong verbal and written communication abilities to interact effectively with members/guests and colleagues.
- Customer Service: Previous experience in customer service, ideally within the food and beverage industry.
- Problem-Solving Skills: Ability to handle difficult situations or complaints calmly and efficiently.
- Organizational Skills: Must be able to handle multiple tasks simultaneously and manage members/guests needs effectively.
- Team Player: Ability to work collaboratively with the café team.
- Positive Attitude: Friendly, approachable, and able to stay calm under pressure.Knowledge of Food & Beverage: Understanding of the café menu and ability to answer any questions related to food, drinks, or dietary preferences.

**Preferred Qualifications**:

- Previous Experience: 1-2 years of experience in a members/guests-facing role, particularly in the hospitality or foodservice industry.
- Languages: Fluency in more than one language can be an asset, especially a diverse members club.
- Café or Restaurant Experience: Experience working in a café environment, with knowledge of café operations and customer expectations.

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