Customer Relations Manager

1. Greet passersby in a warm and friendly manner and welcome them into the establishment appropriately
- Usher guests to their tables and provide them with menus
- Manage and update table occupancy in our table chart
- Monitors restaurant activity to determine seating and dining flow
- Receive and confirm walk-in and online/phone reservations
- Responds to guest inquiries and requests in a timely, friendly, and efficient manner
- Be familiar with menu, promotions and service procedures
- Provide full assistance to guests concerning general queries in the restaurant
- Manage guests in alfresco dining area due to changes in weather
- Event planning, organising and management
- Manage the Customer Relations Management (CRM) system
- Work closely with the Operations / Restaurant Managers, shift leaders and staff members to ensure all guests are welcomed and seated properly

2. Specific Responsibilities

1. Customer Engagement:

- Build and maintain strong relationships with customers to ensure their satisfaction and loyalty.
- Address customer queries and complaints promptly and professionally, ensuring a positive resolution.

2. Feedback Analysis:

- Collect, analyze, and act on customer feedback to continuously improve the dining experience.
- Share customer feedback with the team and foster a customer-centric culture within the restaurant.

3. Team Coordination:

- Coordinate between the front-of-house and back-of-house teams to ensure smooth operations.
- Communicate effectively with team members to ensure alignment on customer service standards and expectations.

4. Marketing and Client Acquisition:

- Work on marketing and promotional strategies to enhance restaurant visibility and attract a broader customer base.
- Monitor the effectiveness of marketing campaigns and adjust strategies as necessary.

5. Negotiation and Vendor Relations:

- Negotiate with vendors and suppliers to secure favorable terms.
- Maintain good relationships with vendors and manage vendor contracts and agreements.

6. Market Research:

- Conduct market research to stay updated on industry trends and competitor offerings.
- Utilize market insights to inform decision-making and strategic planning.

7. Customer Experience Enhancement:

- Design and implement initiatives to enhance the overall customer experience.
- Train and mentor staff in delivering exceptional customer service consistently.

8. CRM Software Management:

- Utilize CRM software to manage customer interactions and analyze customer data.
- Train team members on effective use of CRM tools to enhance customer relations.

9. Staff Training and Development:

- Develop and implement training programs to enhance staff knowledge and skills in customer service.
- Monitor staff performance in customer interactions and provide constructive feedback for improvement.

3. Competencies

1. Marketing and Customer Acquisition:

- Developing and implementing customer acquisition strategies. Utilizing marketing tools and channels to enhance restaurant visibility. Analyzing market trends to tailor promotional strategies.

2. Negotiation Skills:

- Establishing rapport and finding common ground, effective verbal communication and active listening. Identifying and proposing win-win solutions.

3. Market Research:

- Conducting market analysis to identify customer preferences and market trends. Analyzing competitors to understand market positioning. Utilizing research tools and data analysis techniques.

4. Customer Experience:

- Designing customer-centric service processes, gathering and analyzing customer feedback to identify areas of improvement. Implementing training programs to improve staff interactions with customers.

5. Conflict Resolution:
6. Service Excellence:

- Understanding and exceeding customer expectations. Delivering high-quality service consistently. Training staff in customer service best practices.