We are seeking an individual to join our team at Table and Apron's group of hospitality concepts, who can pivot their role between becoming an advocate for our guest and brand. The ideal candidate should be an enthusiastic and customer-centric individual who can manage the reservation system, handle phone call enquiries and service instant chat messages to provide the highest level of customer service across various concepts.
Unlike the traditional customer service roles that cover CSAT, SLA and those pesky numbers, we'll be having a well-rounded role that involves you coordinating between teams to meet guest expectations and queries.
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; Requirements:-
JOB RESPONSIBILITIES
Channel Management:
-Monitor and respond to written emails, WhatsApp and Meta communication/queries.
-Handle incoming phone calls, including guest queries.
Customer Service Management:
-Service guest queries and provide assistance as needed.
-Resolve guest issues promptly and effectively.
-Manage service recovery processes to ensure guest satisfaction.
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Seating Plan and Reservations:
-Create and update seating plans for restaurant operations, ensuring efficient seating arrangements and optimal guest experience.
-Manage reservations, including UMAI waitlist, notes, and adjustments, to accommodate guest preferences and ensure smooth service flow.
Preorders and Service Coordination:
-Facilitate pre orders for ALC (à la carte) orders by coordinating with kitchen and service staff for timely preparation and delivery.
-Assist in managing service operations during peak times, including lunch service, by coordinating walkie-talkie communications, handling takeaway orders, and managing seating arrangements.
Service Recovery and Guest Relations
-Handle guest complaints and issues with professionalism and empathy, implementing service recovery measures to resolve problems and ensure guest satisfaction.
-Maintain positive guest relations by providing personalized service, addressing feedback, and ensuring memorable dining experiences.
-Work closely with other team members to ensure that all areas of the reception desk and lobby are clean, tidy, and welcoming to guests.
-Communicate effectively with other departments to ensure that guest requests and requirements are met, and that any issues or problems are resolved quickly and efficiently.
-Follow all company policies and procedures, including those related to health and safety, customer service, and data protection.
Requirements:
-Excellent communication skills, with the ability to communicate effectively with customers, colleagues, and other stakeholders.
-Strong customer service skills, with a passion for providing excellent service and exceeding customer expectations.
-Ability to work in a fast-paced environment, handling multiple tasks simultaneously and under pressure.
-Good organizational skills, with the ability to manage time effectively and prioritize tasks according to their importance.
-Proficiency in using reservation and booking systems, and experience in managing bookings and reservations in a hospitality setting.
-Ability to work independently and as part of a team, and to collaborate effectively with other team members to achieve common goals.
-Knowledge of Microsoft Office Suite and basic computer skills.
-Flexibility to work on weekends and holidays as required.
-Prior experience working in a customer service or receptionist role within the hospitality industry is an advantage.
-Individuals with prior experience in FandB, Hospitality or Retails industry will be prioritised.
Processing Time will be between 2 - 4 weeks. Only shortlisted candidates will be contacted.