Guest Relations
Location: Yas Mall, Abu Dhabi
Department: Front Office / Management
Reports to: Restaurant Manager / General Manager
Job Overview:
As a Guest Relations representative, you are the ambassador of the guest experience. Your role is to proactively engage with guests, handle inquiries and feedback with grace, and resolve any issues to ensure every guest leaves with a positive and lasting impression of our venue.
Key Responsibilities:
- Greet guests upon arrival and departure, providing a welcoming and hospitable presence.
- Manage reservations, waitlists, and seating arrangements efficiently.
- Handle guest inquiries, complaints, and feedback in person, by phone, or via email with professionalism and empathy.
- Proactively circulate in the dining area to check on guest satisfaction.
- Build rapport with regular guests and recognize VIPs.
- Collaborate with management to implement service recovery strategies when needed.
- Gather and report guest feedback to management to help improve service and offerings.
- May assist with coordinating special events or large group bookings.
Qualifications & Skills:
- Proven experience in a guest-facing role within hospitality (host/hostess, concierge, guest relations).
- Exceptional communication, problem-solving, and conflict-resolution skills.
- Impeccable personal presentation and a calm, courteous demeanor.
- Proficiency in reservation systems (e.g., OpenTable) and MS Office.
- Fluency in English is essential; additional languages (especially Arabic) are a significant advantage.
- Ability to remain poised under pressure.
