Guest Relationship Assistant

About the Role

We are looking for a warm, polished, and customer-obsessed Guest Relations professional to be the face of our restaurant. You will own the first and last impression of every guest's experience—from the moment they make a reservation to the moment they leave. The ideal candidate is a natural people-person who thrives under pressure, anticipates guest needs, and embodies our service philosophy. You will work closely with the front-of-house and kitchen teams to ensure every guest leaves delighted and eager to return.

Key Responsibilities

1. Reservations & Guest Experience

• Manage all reservation channels (phone, email, WhatsApp, online platforms) accurately and promptly.

• Handle guest enquiries, special requests, dietary restrictions, and VIP arrangements with discretion and attention to detail.

• Greet and seat guests warmly, manage the seating plan, and coordinate with service staff to ensure smooth table turnover.

• Anticipate guest needs and personalize the experience (e.g., birthdays, anniversaries, regulars' preferences).

2. Guest Relations & Service Recovery

• Build rapport with regulars and maintain a guest database/CRM to track preferences and visit history.

• Handle guest feedback and complaints professionally and promptly, escalating to management where necessary.

• Conduct post-dining follow-ups and manage online reviews in a brand-appropriate tone.

• Maintain a calm, gracious presence during peak service periods and resolve conflicts tactfully.

3. Coordination & Operations

Liaise with the kitchen and floor teams on daily covers, special requests, and VIP tables.

Manage the waitlist and walk-in flow during busy service periods.

Assist with private dining/event enquiries and coordinate bookings with the events team.

Support front-of-house duties as needed (menu presentation, escorting guests, farewells).

Requirements

Education: Diploma in Hospitality, Tourism, Business, or a related field preferred.

Experience: 1–3 years in guest relations, reservations, or front-of-house roles in restaurants, hotels, or hospitality. Fine dining or premium casual experience is an advantage.

Skills: Excellent spoken and written English; additional languages (Mandarin, Malay, Tamil) are a plus. Strong interpersonal and problem-solving skills.

Attitude: Warm, presentable, and service-oriented. Able to work evenings, weekends, and public holidays as required by restaurant operations.

What We Offer

• Competitive salary package (commensurate with experience).

• Staff meals, uniform, and incentive participation.

• Career growth opportunities within a growing restaurant group.

• A supportive, team-oriented culture with training and development.