Guest Experience Specialist

Katrina Holdings Pte Ltd

Singapore

On-site

SGD 32,000 - 42,000

Full time

14 days+

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Job summary

Katrina Holdings Pte Ltd is seeking a Customer Experience Representative to manage guest engagement and service recovery across the F&B portfolio. The role supports reservations, inquiries, special requests, feedback handling and the use of digital customer systems to enhance the dining experience.

Responsibilities include managing reservations and seating during peak periods, welcoming guests, explaining menu concepts and promotions, handling enquiries and complaints, escalating complex matters

Responsibilities

Manage guest reservations, seating requests and special arrangements during peak periods.
Welcome guests, explain menu concepts and promotions, provide recommendations.
Handle enquiries, feedback and routine complaints per approved procedures.
Escalate complex matters to Outlet Manager.
Maintain reservation and feedback records in digital systems.
Coordinate with service, kitchen and management to resolve issues.
Assist guests with QR-code ordering platforms and other digital systems.
Monitor recurring feedback and identify opportunities to improve service quality.
Participate in operational briefings and suggest process improvements.
Comply with food hygiene, sanitation and Workplace Safety requirements.