Customer Service Representative

Key Roles & Responsibilities

Handling Reservations & Bookings:

Manage phone, online, and walk-in reservations.

Record guest preferences, table requests, and special occasions (birthdays, anniversaries, VIP bookings).

Coordinate with supervisors and floor staff to ensure smooth guest accommodation.

Complaint Resolution:

Listen to guest complaints or dissatisfaction patiently and empathetically.

Offer immediate solutions or escalate issues to supervisors or management as needed.

Follow up on guest feedback to ensure a satisfactory resolution.

Communication & Coordination:

Liaise between guests and internal departments (kitchen, bar, supervisors, dispatch riders).

Provide accurate information about menus, promotions, pricing, and services.

Communicate delays or issues professionally to manage customer expectations.

Record-Keeping & Feedback:

Maintain records of customer complaints, inquiries, and feedback.

Collect reviews, testimonials, or survey responses to assess service quality.

Assist in compiling reports on customer service trends and areas for improvement.

Sales & Upselling Support:

Inform guests about ongoing promotions, special packages, or events.

Suggest complementary food, drinks, or services to enhance the guest experience.

Appearance & Professionalism:

Maintain a neat, professional appearance and wear the required uniform.

Demonstrate calmness and politeness under pressure.

Uphold the brand’s service standards in all guest interactions.

Requirements

Previous experience in customer service, hospitality, or front-desk roles.

Excellent verbal communication and interpersonal skills.

Ability to multitask and work in a fast-paced, high-pressure environment.

Familiarity with reservation software or POS systems is an added advantage.

Friendly, patient, and customer-oriented personality

Industries:Hospitality

Function: Others