Guest Relations Agent
Responsible for managing the day-to-day front-of-house operations, delivering high standards of guest service and ensuring smooth restaurant service. Duties include welcoming and assisting guests, managing reservations and table allocations, coordinating and supervising service staff, conducting daily briefings, handling guest enquiries, and maintaining service and grooming standards. Experienced in managing shift handovers, VIP and special requests, promoting additional sales, operating Micros POS, processing payments and maintaining accurate records. Ensures compliance with hotel standards and policies while supporting the team to provide an efficient, professional and welcoming dining experience.
Meet and greet guests as they arrive, offer choice of seating, then escort them to their table and present the menu.
Read, maintain and make daily entries in the logbook to coordinate communication between shifts and manager.
Maintain proper set-up of dining room, enforce grooming standards of all service personnel on a daily basis.
Assign stations to service staff.
Conduct daily “roll call meetings” to keep staff informed of current promotions, daily specials, guest comments, daily events and pertinent memos.
Receive, record and make necessary arrangements for reservation for special functions in the restaurant.
Perform opening and closing duties. Assist others with side work to include cleaning, stocking and folding napkins.
To collect the daily logbook and any mail before commencement of shift.
Responsible for answering all telephone calls to the correct standard and to deal with all inquiries, giving information and taking reservations.
To make quick and positive decisions regarding any situation which may arise, for example dress code.
To check the number of reservations taken for any given meal period and to ensure that they are allocated so as fully utilize the dining room capacity.
To allocate tables for each party according to the diary and transfer all reservations to the daily table plan.
To establish forthcoming reservation file to ensure proper track record of all dining reservation related correspondence.
To ensure that all special needs and memos are checked and are given to the Manager on Duty.
Ensure a consistent and convincing standard of service and maintain all the service standards and Hilton Policies.
Constant promotion of additional sales.
Active contribution to service.
Guarantee a cost-conscious manner of working.
Participate in internal Meetings and training courses.
Care of guests from arrival to leaving the outlet in accordance with the standards.
Conscientious and correct execution of the supervisors’ instructions.
Active contribution to service.
Guarantee a cost-conscious manner of working.
Participate in internal Meetings and training courses
Care of guests from arrival to leaving the outlet in accordance with the standards.
Conscientious and correct execution of the supervisors’ instructions.
Active promotion of in-house sales by optimal knowledge of all services of the hotel and the opening times and promotion of all F&B outlets.
Take over from the previous shift and obtain all relevant information at the start of the shift as regards volume of business, VIP guests, tasks to be clarified and completed and special events.
Know how to use the Micros cash system. Draw up invoices at the end of the working day. Correct booking and cashing up if necessary for all services provided. Booking of all transactions.
Know how to operate all the technical equipment which needs to be used.
Knowledge of restaurant operations, to include appropriate staffing levels, service equipment and guest relations.
Ability to read the English language to fully comprehend guest requests, memos, reservations, promotional materials, event orders and similar written materials.
Ability to speak the English language sufficient to conduct small employee meetings to impart new information.
Ability to remember, recite and promote the variety of menu items.
Ability to move throughout a crowded room to seat guests.
Ability to effectively deal with customer complaints and concerns in a friendly and positive manner. This involves listening to the nature of the concern, demonstrating empathy with the customer and providing positive and proactive solutions.