Guest Relations Officer

Crackerjack Corporation; Pasay; On-site; PHP 190,000 - 279,000; Full time

Job summary

Crackerjack Corporation is seeking a guest relations professional to deliver exceptional service in a premium dining environment in Metro Manila. You will warmly welcome guests, address inquiries, and coordinate with front-of-house teams to ensure memorable experiences and VIP support where needed.

The role emphasizes strong communication, relationship-building, and the ability to resolve concerns promptly while upholding grooming standards and service quality.

Qualifications

• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-building skills.
• Ability to handle customer complaints and resolve concerns professionally.
• Professional appearance and grooming standards.
• Willingness to work shifting schedules, weekends and holidays.

Responsibilities

• Welcome and assist guests to ensure a positive and memorable dining experience.
• Build and maintain strong guest relationships through professional and personalised service.
• Address guest enquiries, requests, feedback, and complaints promptly and professionally.
• Monitor guest satisfaction and ensure service concerns are addressed and resolved.
• Coordinate with Front of House, servers, kitchen and bar teams to resolve guest concerns.
• Provide accurate information about restaurant services, menu offerings, promotions and events.
• Assist with VIP guests and personalised guest requests.
• Gather guest feedback and communicate suggestions for service improvement to management.
• Follow up on guest concerns to confirm proper resolution and satisfaction.
• Maintain a professional and welcoming presence in guest-facing areas.
• Ensure company service standards and guest relations procedures are followed.
• Prepare guest feedback reports and document service-related concerns when necessary.

Skills

Excellent communication

Interpersonal skills

Problem-solving

Customer service mindset

Professional appearance

Ability to work shifts

Education

Bachelor's degree in Hospitality Management

Job description

About the role

Deliver exceptional guest experiences by providing professional, personalised service, managing guest concerns, and building strong relationships in a hospitality or premium dining environment.

Key responsibilities

• Welcome and assist guests to ensure a positive and memorable dining experience.

• Build and maintain strong guest relationships through professional and personalised service.

• Address guest enquiries, requests, feedback, and complaints promptly and professionally.

• Monitor guest satisfaction and ensure service concerns are properly addressed and resolved.

• Coordinate with the Front of House Supervisor, servers, kitchen, and bar teams to resolve guest concerns.

• Provide accurate information about restaurant services, menu offerings, promotions, and special events.

• Assist with VIP guests, special occasions, and personalised guest requests.

• Gather guest feedback and communicate suggestions for service improvement to management.

• Follow up on guest concerns to confirm proper resolution and satisfaction.

• Maintain a professional and welcoming presence in guest-facing areas.

• Ensure company service standards and guest relations procedures are consistently followed.

• Prepare guest feedback reports and document service-related concerns when necessary.

What we're looking for

• A bachelor's degree in Hospitality Management, Hotel and Restaurant Management, Tourism, or a related field is an advantage.

• At least 1–2 years of experience in guest relations, customer service, or the hospitality industry.

• Experience in restaurant, hotel, or premium dining operations is preferred.

• Excellent verbal and written communication skills.

• Strong interpersonal and relationship-building skills.

• Ability to handle customer complaints and resolve concerns professionally.

• A customer-oriented approach with a pleasant and approachable personality.

• Professional appearance and excellent grooming standards.

• Strong organisational, multitasking, and problem-solving abilities.

• Willingness to work shifting schedules, weekends, and holidays.

• Skills in guest relations management, customer experience, complaint handling, conflict resolution, communication, relationship building, service quality management, attention to detail, and professionalism.