GUEST RELATIONS OFFICER (F&B)

Serangoon Gardens Country Club; Serangoon Garden Circus; On-site; SGD 20,000 - 60,000; Full time

Job summary

A members’ hospitality venue in Singapore is seeking a Customer Service Associate to provide exceptional service to guests. Responsibilities include greeting visitors, ensuring their needs are met, and maintaining a welcoming café environment. Ideal candidates possess strong communication skills and previous customer service experience in hospitality. This role promotes engagement and loyalty among members, with a collaborative café team environment.

Qualifications

• Strong verbal and written communication abilities to interact effectively with members/guests and colleagues.
• Previous experience in customer service, ideally within the food and beverage industry.
• Ability to handle difficult situations or complaints calmly and efficiently.

Responsibilities

• Welcome members/guests and assist with seating and orders.
• Provide personalized and attentive service, ensuring customer satisfaction.
• Maintain cleanliness and ambiance of the café environment.

Skills

Communication Skills

Customer Service

Problem-Solving Skills

Organizational Skills

Team Player

Positive Attitude

Knowledge of Food & Beverage

Education

High school diploma or equivalent

Job description

Key Responsibilities:

1. Members/guests Interaction:

• Greet and welcome members/guests with a friendly, professional demeanor.
• Assist customers with seating, take orders, and ensure their needs are met during their visit.
• Handle inquiries, complaints, and concerns promptly and professionally, offering solutions to ensure customer satisfaction.

2. Customer Service

• Provide personalized and attentive service to members/guests.
• Offer menu recommendations, inform members/guests of daily specials, and ensure all orders are taken accurately.
• Follow up with members/guests to ensure they are enjoying their meals and drinks.
• Promote new menu items, upcoming events, or special offers to members/guests.
• Encourage members/guests loyalty and repeat business through personalized service.

3. Problem Resolution:

• Address members/guests issues or complaints in a calm and efficient manner.
• Collaborate with the café team to resolve any challenges or issues raised by members/guests.
• Ensure that the café maintains a high standard of service and quality at all times.

4. Maintain Cleanliness & Ambiance:

• Ensure the café environment is clean, organized, and welcoming for all members/guests.
• Oversee the arrangement and presentation of seating areas, ensuring they meet café standards.
• Maintain a positive atmosphere that encourages members/guests to return.

5. Record Keeping:

• Maintain accurate records of members/guest’s feedback, reservations, and special requests.
• Communicate members/guest’s preferences to the team for future visits.
• Assist in managing members/guest’s reservations and ensure they are handled efficiently.

6. Collaboration with Staff:

• Work closely with café servers, chefs, and managers to ensure smooth operations and excellent service.

Required Skills and Qualifications:

• Communication Skills: Strong verbal and written communication abilities to interact effectively with members/guests and colleagues.
• Customer Service: Previous experience in customer service, ideally within the food and beverage industry.
• Problem-Solving Skills: Ability to handle difficult situations or complaints calmly and efficiently.
• Organizational Skills: Must be able to handle multiple tasks simultaneously and manage members/guests needs effectively.
• Team Player: Ability to work collaboratively with the café team.
• Positive Attitude: Friendly, approachable, and able to stay calm under pressure.
• Knowledge of Food & Beverage: Understanding of the café menu and ability to answer any questions related to food, drinks, or dietary preferences.

Preferred Qualifications:

• Previous Experience: 1-2 years of experience in a members/guests-facing role, particularly in the hospitality or foodservice industry.
• Languages: Fluency in more than one language can be an asset, especially a diverse members club.
• Café or Restaurant Experience: Experience working in a café environment, with knowledge of café operations and customer expectations.